Abstract
The objective of adopting quality standards such as ISO 9000 series
is to help companies develop and maintain supply chain processes
that meet certain performance metrics, such as those provided by
the Supply Chain Operations Reference model (SCOR). Based on the
survey data from 232 companies that have obtained ISO 9000 certification,
this study extends the five decision areas (Plan, Source, Make, Deliver,
and Return) of the SCOR model by integrating quality assurance measures
in the supply chain process. The results show that individually,
each decision area has a positive impact on both customer-facing
supply chain quality performance and internal-facing firm level business
performance. Collectively, ‘Plan’ and ‘Source’ decisions are more
important to customer-facing supply chain performance (reliability,
response, and flexibility), and ‘Make’ decisions positively affect
internal-facing performance metrics (cost and asset).
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