Supply Chain Quality and Performance Measurement



For over a decade, one of the most important subjects dominating not only manufacturing and distribution but all businesses from fast-food to health care has been quality improvement. Much of this concern has focused on product quality. Seminar courses and popular discussion abounds on the topic and interested practitioners, academics, and consultants can find literally dozens of books and hundreds of articles illuminating the topic from diverse directions. Despite its importance, however, product quality is only a single facet of the quality improvement philosophy. Increasingly, enterprises have also come to see that customer service quality is equally as critical to competitive advantage. However, although industry stories concerning such customer service leaders as Federal Express, L. L. Bean, Nordstrom, and Wal-Mart have traditionally received top billing, little has been written about the service quality requirements of the supply chain arrangements that support them. Although the quality programs of companies such as Milliken Industries, Hewlett-Packard, SYSCO, and Siemens have shared some press, for the most part the service quality efforts of companies up the supply channel who sell to the retailer, wholesaler, or manufacturer have been little explored.


Service Quality Supply Chain Management Customer Service Supply Network Total Quality Management 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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  1. 1.
    The reader is referred to such works as Thomas J. Peters and Robert H. Waterman, Jr., In Search of Excellence. New York: Harper and Row, 1982; David A. Garvin, Managing Quality: The Strategic and Competitive Edge. New York: The Free Press, 1988; A. V. Feigenbaum, Total Quality Control. New York: McGraw-Hill, 1961; Philip B. Crosby, Quality Is Free: The Art of Making Quality Certain. New York: Signet Mentor, 1979; W.E. Deming, Out of the Crisis, Cambridge, MA: MIT Press, 1986; Joseph M. Juran, Quality Control Handbook. New York: McGraw-Hill, 1979; Shingo Shigeo, Non-Stock Production: The Shingo System for Continuous Improvement. Cambridge, MA: Productivity Press, 1988.Google Scholar
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Copyright information

© Springer Science+Business Media New York 1998

Authors and Affiliations

  1. 1.ChicagoUSA

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