Supply Chain Digitalization Framework for Service/Product Satisfaction

Abstract

Abstract It is essential for every enterprise existence to satisfy customer and consumer. The main idea of the current research is to apply customer satisfaction level Key Performance Indicators (KPIs) for supply chain reliability improvement. The Supply Chain Operations Reference (SCOR) model based KPI metrics enables to increase the quality of product/service by monitoring, visualization and further digitalization of directly involved processes. In the long run, the solution will ultimately help to reduce/eliminate the number of customer reclamations in the supply chain. The paper includes a customer satisfaction improvement feasibility case study for the approval of findings, where the garment field business processes are connected to KPI-s of product and service models. In addition, this work suggests modelling tools for faster product/service and business process modelling and evaluation (assessment) based on the selected strategic goal for each management level. The authors defend that the current research helps to create new digital solutions to increase reliability by moving toward the customer satisfaction. Nevertheless, the proposed approach is adaptable to other fields also, whereas the small and medium enterprise (SMEs) focal player or project owner defines the processes that have the biggest impact on the product/service reliability.