Advertisement

Zero Shades of Gray—Reaching Zero Defects by Externalization of the Quality Philosophy into the Upstream Supply Chain

  • Johanna Ewald
  • Florian SchuppEmail author
Chapter
  • 31 Downloads
Part of the Management for Professionals book series (MANAGPROF)

Abstract

In the industrial context, the zero-defect philosophy is the basis of all supplier quality improvement actions. To reach this imperative target, a measurement of parts per million is not expedient, instead measuring incidents shall make the supplier evaluation more effective. Supplier development of course is performed before the serial production processes start. Nevertheless, the yearly recalls, for example, in the automobile industry are increasing (Steinkamp and Reed, in Automotive warranty and recall report 2015, Stout Risius, Ross Global Financial Advisory Service 2016), and supplier development should merge with complaint management, whereas each incident is the start for improvement and optimization. The underlying dataset in this chapter has revealed that most complaints originate from wrongly performed production, logistics and packaging processes, human mistakes or defective machines. Developing a supplier by reducing the number of complaints should therefore be done in five steps: Identify critical suppliers, apply expertise in specific production processes, meet with supplier’s top management, improve the supplier’s processes on a technical level and finally create target agreements. To achieve the ultimate target of zero defects, complaint process handling inside the customer should be investigated and optimized together with a cross-functional team. As a result, the efficiency and effectiveness of the complaint processing can be improved by generating a positive effect on supplier quality improvement. Creating full transparency, addressing each and every failure and supported by the technically and cooperative externalization of a firm’s quality philosophy into the upstream supply chain, will be a success to achieve zero defect.

References

  1. Behrens, R. (2008). In Boeing Supplier Strategy and Lean, 93rd Annual Conference on Supply Chain Management, St. Louis, MO.Google Scholar
  2. Brock, C., Blut, M., Evanschitzky, H., & Kenning, P. (2013). Satisfaction with complaint handling: A replication study on its determinants in a business-to-business context. International Journal of Research in Marketing, 30, 319–322.CrossRefGoogle Scholar
  3. Brunner, F., & Wagner, K. (2016). Qualitätsmanagement: Leitfaden für Studium und Praxis (6th ed.). München, Germany.Google Scholar
  4. Crosby, P. (1979). Quality is free: The art of making quality certain (1st ed.). New York, NY.Google Scholar
  5. Choi, T., & Liker, J. (2004, December). Building deep supplier relationships. Harvard Business Review.Google Scholar
  6. Döscher, K. (2014). Recovery Management in business-to-business markets: Conceptual dimensions, relational consequences and financial contributions.CrossRefGoogle Scholar
  7. Feigenbaum, A. (1993). Creating the quality mindset among senior managers. National Productivity Review, 12(3), 313+.CrossRefGoogle Scholar
  8. Fernandez, R. (1995). Total quality in purchasing & supplier management (1st ed.). Miami, Fl: St. Lucie Press.Google Scholar
  9. Hartley, J., & Choi, T. (1996). Supplier development: Customers as a catalyst of process change. Business Horizon, 39, 37–44.CrossRefGoogle Scholar
  10. Irlinger, W. (2012). Kausalmodelle zur Lieferantenbewertung (1st ed.). Passau.Google Scholar
  11. Ishikawa, K. (1976). Guide to quality control, Asian productivity organization (2nd ed.). Tokyo.Google Scholar
  12. Ishikawa, K. (1985). What is total quality control? The Japanese way. London: Pentice Hall.Google Scholar
  13. Jung, B., Schweißer, S., & Wappis, J. (2011). 2011, 8D und 7 step—Systematisch Probleme lösen. München, Deutschland: E-book.Google Scholar
  14. Larsen, P. (2018). Digitalisierung im Einkauf from Schupp F., Woehner, H. (pp. 199–108). Springer Fachmedien Wiesbaden. 978-3-658-16909-1.Google Scholar
  15. Levy, P. (1998). Total quality management in the supply chain. In Handbook of total quality management (pp. 275–303).CrossRefGoogle Scholar
  16. Narasimhan, R., & Kim, A. (2002). Effect of supply chain integration on the relationship between diversification and performance: Evidence from Japanese and Korean firms. Journal of Operations Management, 20, 303–323.CrossRefGoogle Scholar
  17. Neely, A., Gregory, M., & Platts, K. (1995). Performance measurement system design: A literature review and research agenda. International Journal of Operations & Production Management, 15(4), 80–116.Google Scholar
  18. Noshad, K., & Awasthi, A. (2015). Supplier quality development: A review of literature and industrial practices. International Journal of Production Research, 53(2), 466–487.CrossRefGoogle Scholar
  19. Ohno, T. (1988). Toyota production system: Beyond large-scale production (1st ed.). Portland: Productivity Press.CrossRefGoogle Scholar
  20. Pang, J., & Tan, K. (2017). Supply chain quality and pricing decisions under multi-manufacturer competition. Industrial Management & Data Systems, 118(1), 164–187.CrossRefGoogle Scholar
  21. Parrott, K., Mattes, P., & Stahl, D. (2011). Applying advanced FMEA methods to vehicle fire cause determinations. In ASME 2011 International Mechanical Engineering Congress and Exposition Volume 9, Denver, Colorado, USA.Google Scholar
  22. Porter, M. (1999). Competitive strategy: Techniques for analyzing industries and competitors. Free Press, ISBN: 0684841487.Google Scholar
  23. Quang, H., Sampaio, P., Carvalho, M., Fernandes, A., Thi, D., & Vilhenac, E. (2016). An extensive structural model of supply chain quality management and firm performance. International Journal of Quality & Reliability Management, 33(4), 444–464.Google Scholar
  24. Roberts, M. (2013 September 12). Top 5 supplier quality management strategies. Quality Digest Magazine.Google Scholar
  25. Ross, D. (1998). Competing through supply chain management: Creating market-winning strategies through supply chain partnerships (1st ed.). New York, NY.Google Scholar
  26. Sanchez-Rodriguez, C., Hemsworth, D., & Martinez-Lorente, A. (2005). Quality management practices in the purchasing function: An empirical study. International Journal of Operations & Production Management, 24(7), 666–687.CrossRefGoogle Scholar
  27. See, J. (2012). Visual inspection: A review of the literature. Sandia National Laboratories, Albuquerque, New Mexico.Google Scholar
  28. Shokri, A., Nabhani, F., & Hodgson, S. (2010). Supplier development practice: Arising the problems of upstream delivery for a food distribution SME in the UK. Robotics and Computer Integrated Manufacturing, 26(6), 639–646.CrossRefGoogle Scholar
  29. Shrimali, L. (2010). Analysis of success factors for supplier development (Master thesis). San Diego State University.Google Scholar
  30. Soares, A., Soltani, E., & Liao, Y. (2017). The influence of supply chain quality management practices on quality performance: An empirical investigation. Supply Chain Management: An International Journal, 22(2), 122–144.CrossRefGoogle Scholar
  31. Steinkamp, N., & Reed, J. (2016). Automotive warranty and recall report 2015. Stout Risius, Ross Global Financial Advisory Service.Google Scholar
  32. Supply Chain Council. (2012). SCOR Quick Reference Guide, Item No. 726770, Texas.Google Scholar
  33. Teonman, S., & Ulengin, F. (2017). The impact of management leadership on quality performance throughout a supply chain: An empirical study. Journal of Total Quality Management & Business Excellence, 29(11–12).Google Scholar
  34. Töpfer, A. (2007). Six sigma: Konzeption und Erfolgsbeispiele für praktizierte Null-Fehler-Qualität (4th ed.). Berlin, Germany.Google Scholar
  35. Verband der Automobilindustrie e.V. (2017). Qualitätsmanagement-Methoden Assessments Leitfaden (1st ed). Berlin, Germany.Google Scholar
  36. Weißbrich, A., Fuchsbauer, B., Heinrichs, H., & Plegnier, H. (2008). Qualitätsmanagement in der gesamten Wertschöpfungskette: Grundlagen des gemeinsamen Erfolgs, Automobiltechnische Zeitschrift, Ausgabe 01/2008.Google Scholar
  37. Zeng, J., Phan, C.A., & Matsui, Y. (2012). Supply chain quality management practices and performance: An empirical study. Published online 13 January 2013. New York: Springer Science + Business Media.Google Scholar

Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  1. 1.Hochschule FurtwangenVillingen-SchwenningenGermany
  2. 2.Jacobs University BremenBremenGermany

Personalised recommendations