Performance evaluation of complaint management and virtual enterprise in closed-loop supply chains by using exergoeconomics and extenics

Guojun Ji

International Journal of Services and Operations Management, 2008, vol. 4, issue 3, 368-397

Abstract: By analysing the relationships between complaint service management and CLSC, Complaint Management (CM) in Closed-Loop Supply Chain (CLSC) is probed into. In this paper, we take into consideration the process computing of CM by combining computer technology, communication technology and information technology. Based on the computer telephone integration technology, an integrated multichannel collection can be designed, the evaluation of complaint and production is supported by intelligent decision support systems. Based on an analysis of the difficulties of CLSC operation management, considering the new environment as the sustainable economic society develops and after discussing the feasibility of Virtual Enterprise (VE), an operation management mode for CLSC based on VE is presented. Using by the extension technique, the return threshold is evaluated first; then based on the exergoeconomics theory, CLSC is regarded as a huge energy system with the new view, and the metric about 'system negative environment effect' is then introduced to measure CLSC system performance in the point of energy; a case study illustrates our conclusions.

Keywords: exergoeconomics; closed-loop supply chains; CLSC; complaint management; virtual enterprises; VEs; extenics; supply chain management; SCM; intelligent DSS; decision support systems; operations management; performance evaluation. (search for similar items in EconPapers)
Date: 2008
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Citations: View citations in EconPapers (2)

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