Introducing Quality of Service Criteria into Supply Chain Management for Excellence

Roman Gumzej and Brigita Gajšek
Additional contact information
Roman Gumzej: University of Maribor, Slovenia
Brigita Gajšek: University of Maribor, Slovenia

International Journal of Applied Logistics (IJAL), 2011, vol. 2, issue 1, 1-16

Abstract: This article is focused on a sub domain of quality, namely, quality of service. Considering supply chain management, the authors believe that it is important to distinguish between a quality of product (also service) offered by producers and service providers and a quality of service which is achieved between any supplier and customer, not only a consumer, along a supply chain. Quality of product represents producer’s/service provider’s commitment and is subject of various quality certificates issued by inspection authorities. This research examines the quality of service, which is provided by a supplier to its customer along the supply chain, between any pair of chain elements fulfilling this relation, including the common retailer-consumer relation. The authors introduce measurement points into a consumer-centric supply chain model for the defined criteria and defined the method of their monitoring and overall supply chain quality of service evaluation. Finally, the authors assess the envisaged impact of the results of their measurements on supply chain excellence, providing management with an opportunity to identify weak spots.

Date: 2011
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 4018/ijal.2011010101 (application/pdf)

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:igg:jal000:v:2:y:2011:i:1:p:1-16

Access Statistics for this article

International Journal of Applied Logistics (IJAL) is currently edited by Lincoln C. Wood

More articles in International Journal of Applied Logistics (IJAL) from IGI Global
Bibliographic data for series maintained by Journal Editor ().