Introduction “Supply chain consists of all parties involved, directly or indirectly in fulfilling customer request”, (Chopra & Meindl, 2001, p.16). It includes transporters, warehouses, retailers, and even customers themselves and not only the manufacture and suppliers. When referring to its function in an organization, it involved the process of receiving and filling a customer’s request with its major purpose to satisfy the customers’ needs while generating profit in the process. A prime example of supply that was listed by (Chopra & Meindl, 2001, p.16) was “Consider a customer walking into a Wal-Mart store to purchase detergent. The supply chain begins with the customer and his or her need for detergent.
The Roles of Supply Chain Managers Supply chain managers have a huge impact on the success of a firm. These managers are engaged in every aspect of the business operation like planning, purchasing, production, transportation, storage and distribution, customer service, and others. Briefly, these managers are the connected the multiple parts of the company. It is their job to help organizations control expenses, boost sales, and maximize profits. The two extra roles focus on facilitation and collaboration because supply chain managers cover many different parts of the business and this will pt them in the special position to assist a lot of functions implement thir strategies.
GAP MODEL: Customer gap is the difference between Customer expectations and perceptions – the Service quality gap. Perceived service quality can be defined as the difference between consumers‘ expectation and Perceptions which eventually depends on the size and the direction of the five major gaps concerning the delivery of service quality on the company‘s side. Customer Gap = f (Gap 1, Gap 2, Gap 3, Gap 4, Gap 5) The magnitude and the direction of each gap will affect the Service quality. For example, Gap 3 will be positive if the supply of a service go beyond the standards of service required by the organization, and it will be unfavourable when the specifications of the service delivered are not met. 1.
GREEN SUPPLY CHAIN MANAGEMENT CONTENTS Introduction 2 What is the need for Green Supply Chain Management? 2 Strategies for establishing green supply chains in an organization 3-4 Benefits of Green Supply Chain Management 4-5 Challenges Involved in Establishing Green Supply Chains 5-6 Green Design 6-8 Green Sourcing 8 Green Logistics 8- Green Supply
Introduction: Supply chain management: Supply chain is basically the management of the services and goods from the manufacturer to the end user (consumer). “OR” Supply chain is the management of the finished goods from the point of manufacturing (i.e. the industry) to the point of the consumption (i.e. the retailers). Main objectives of supply chain management: 1.
This is why it’s essential to keep customers satisfied and this can be done by studying their expectations and perceptions, assessing the organisations service quality and applying improvement measures where necessary. The SERVQUAL model The SERVQUAL model identifies reasons for any gaps between customer expectations and perceptions. The expectations and perceptions are accessed from 22 questions which serve as a SERVQUAL scale, furthermore five dimensions of service quality namely: reliability, assurance, tangibles, empathy and responsiveness, are used to analyse service quality. Perceived service quality results from comparisons from customer perceptions and expectations of service delivered by the service providers (Zeithamal et al., 1990). If a gap score is positive it indicates that expectations are exceeded.
Supply Chain Management includes coordination and collaboration between partners, which can be suppliers, intermediaries, third party service providers and customers. Supply Chain Management integrates supply and demand management within and between companies to serve the needs of the end-customer (Council of SCM, 2017). Supply chain risk management (SCRM) is the coordinated efforts of an organization to help identify, monitor, detect and mitigate threats to supply chain continuity and profitability ( Rouse, 2018) . Supply chain risks are the elements which causes non-performance in operations. Effective supply chain risk management is mandatory to have a successful business.
Supply chain is an indispensable part of any modern day manufacturing firm. With the demand for any product being acutely variable it is highly imperative for any firm to optimize its supply chain – a chain of intermediaries, right from the sourcing of the raw materials to the managing of returns. Business Analytics tools with its real time application helps in combining technology with human effort to identify trend and highlight opportunities, all in real time and with live data. Supply chain practices are in vogues now which utilize the business analytics framework for improving the performance of the supply chain. In order to synchronize it with the ever changing economic landscape, we believe that it is important to implement strong strategies
This is done to take advantage of the base product pricing The supply chain model in any industry is built in such as way so as to balance time and cost and are forced to be fix. Whereas, the publishing supply chain model should be built in such as way so as to add cost to compensate for the small amount of time available to balance the level of
The motivation behind the present study is to look at the relationship between perceived service quality, perceived value and customer satisfaction. The principle goal is to talk about the effect of perceived service quality and perceived value measurements on customer satisfaction in the hospitality industry. To guarantee consumer loyalty, one needs to understand the components that can accomplish this objective (Sanja Raspor Janković, 2013). To discover whether consumer loyalty can be impacted by perceived service quality and perceived value we need to discover the relationship that exists between them. What is the effect of perceived service quality and perceived value on customer satisfaction?