Harland, Christine (1994) Supply chain management : perceptions of requirements and performance in European automotive aftermarket supply chains. PhD thesis, University of Warwick.

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Abstract

This dissertation is about supply chain management.
Some authors have used the term to describe a
strategic, inter-organisation issue, others authors to
discuss an alternative organisational form to vertical
integration. Much of the operations management
literature uses the phrase to describe the planning and
control of materials flow internally within a company
or externally between companies.
This work develops a definition of supply chain
management. The empirical research tests hypotheses
relating to gaps in customers' and suppliers'
perceptions of requirements and performance in supply
chains, against a set of performance dimensions.
The hypotheses are tested in four automotive
aftermarket supply chains, two of which are in Spain
and two in the UK. All four chains have similar
structures and include a manufacturer, an area
distributor, a local distributor and ten installers, or
garages.
Qualitative and quantitative analysis show significant
:differences between different types of gaps in
perceptions; suppliers in the chains do not recognise
the 'degree of customer dissatisfaction in existence. A
positive correlation is shown to exist between the
amount of misperception in the chains about performance
and the amount of customer dissatisfaction. It is also
shown this customers are more dissatisfied with some
performance dimensions than others.
In these supply chains, customer dissatisfaction and
misperception of performance both significantly
increase upstream i.e, downstream customers are more
satisfied and there is less misperception in downstream
relationships about performance levels. This effect is
compared to the industrial dynamics "Forrester Effect".
The work develops the concept of supply chain
management into a broader, holistic concept of interorganisation
operations management. It contributes to
operations management by (i) developing the concept of
supply chain management (ii) improving knowledge about
relationships in supply chains (iii) identifying the
significant role of performance (iv) improving
knowledge about the implication of position in a supply
chain (v) integrating related literatures, notably
service management, purchasing, industrial dynamics and
logistics.

Item Type:	Thesis or Dissertation (PhD)
Subjects:	H Social Sciences > HD Industries. Land use. Labor
Library of Congress Subject Headings (LCSH):	Business logistics, Automobile industry and trade -- Great Britain -- Case studies, Automobile industry and trade -- Spain -- Case studies
Official Date:	May 1994
Dates:	Date Event May 1994 Submitted
Institution:	University of Warwick
Theses Department:	Warwick Business School
Thesis Type:	PhD
Publication Status:	Unpublished
Supervisor(s)/Advisor:	Slack, Nigel ; Wensley, Robin, 1944-
Sponsors:	European Commission (EC) (2277)
Extent:	2 v. (xxi, 558 leaves)
Language:	eng

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