Title

The Impact of Operational Quality: A Supply Chain View

Document Type

Article

Publication Date

2007

Publication Title

Supply Chain Management: An International Journal

Publisher

Emerald

Volume

12

Issue

1

First page number:

14

Last page number:

19

Abstract

Purpose – The paper seeks to examine the impact of operational quality management practices within the supply chain.

Design/methodology/approach – Regression analysis is used to identify relationships between a firm's internal and external (customer and supplier focused) operational quality practices and measures of product quality and customer service.

Findings – Not only do both internally and externally focused quality management practices impact performance, but externally focused efforts have a greater impact on performance and are perceived by managers to be of greater importance.

Research limitations/implications – The study does not suggest how specifically quality management practices impact performance, how the efforts of individual supply chain members contribute to overall success, or how performance gains should be shared by the various chain members.

Practical implications – The study provides managers with guidance on how to leverage relationships with suppliers and customers to improve product quality and customer service.

Originality/value – The study provides a supply chain as opposed to a firm-level perspective on managing a firm's quality.

Keywords

Consumers; Customer services; Quality management; Regression analysis; Research; Supply chain management; Total quality management; Value added

Disciplines

Business | International Business | Operations and Supply Chain Management

Language

English

Permissions

Use Find in Your Library, contact the author, or interlibrary loan to garner a copy of the item. Publisher policy does not allow archiving the final published version. If a post-print (author's peer-reviewed manuscript) is allowed and available, or publisher policy changes, the item will be deposited.

Identifier

DOI: 10.1108/13598540710724356

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