Unlocking delivery excellence: Integrating supply chain and quality management for organisational success

Terry Onica and Cathy Fisher
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Terry Onica: QAD, USA
Cathy Fisher: Quistem, USA

Journal of Supply Chain Management, Logistics and Procurement, 2025, vol. 7, issue 3, 260-270

Abstract: In today’s fiercely competitive and rapidly evolving business landscape, organisations are under constant pressure to meet and exceed customer expectations. While product quality remains a critical factor in determining customer satisfaction, the ability to consistently deliver the right product, at the right place, in the right quantity, and at the right time has emerged as an equally crucial differentiator. Poor delivery performance can lead to a host of negative consequences, including lost business, damaged reputation and decreased market share. To address this challenge, organisations must recognise the vital role that well-defined and structured supply chain management processes play in driving delivery performance excellence. By aligning these processes with established quality management principles and leveraging advanced technology, organisations can unlock the full potential of their supply chain, ensuring on time/every time delivery performance as well as fostering cross-functional collaboration, enhancing operational efficiency and ultimately, improving customer satisfaction. This paper aims to provide a comprehensive roadmap for organisations seeking to enhance their delivery performance by recognising essential supply chain requirements and their related processes and ensuring integration of these into their operational culture. Although this roadmap was developed based on the automotive industry, these essential supply chain requirements and related processes have proven to be equally applicable across other industry sectors including life sciences, industrial and consumer products. By adopting this holistic approach to delivery performance, organisations can break down silos among critical operating functions and leverage technology solutions to position themselves to continuously achieve customer satisfaction in an increasingly complex and dynamic business environment.

Keywords: supply chain management; quality management; supply chain; MMOG/LE; IATF 16949; ISO 9001; delivery performance; customer satisfaction (search for similar items in EconPapers)
JEL-codes: L23 M11 (search for similar items in EconPapers)
Date: 2025
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