Supply chain risk management and organisational decision making: a case study of a major Japanese automotive firm

Takashi Shimizu, Youngwon Park and Paul Hong

International Journal of Services and Operations Management, 2013, vol. 15, issue 3, 293-312

Abstract: In this paper, we investigate how to use customer claims to improve the organisational processes from the viewpoint of supply chain risk management. Though customer claims indicate organisational process problems, these can be addressed only if the claims are resolved properly. Examining the case study of a Japanese automotive company demonstrates that it is difficult to utilise claim resolution to improve organisational processes. This paper explores the causes of this difficulty and proposes corrective action based on its analysis.

Keywords: supply chain management; SCM; risk management; supply chain risk; organisational processes; compliance; recall; customer claims; claim management; service management; operations management; Japan; automotive firms; car companies; organisational decision making; automobile industry. (search for similar items in EconPapers)
Date: 2013
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://www.inderscience.com/link.php?id=54444 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:15:y:2013:i:3:p:293-312

Access Statistics for this article

More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().