Designing a supply chain change process: a food distribution case

Describes the approach one company has taken to develop such a logical, time‐phased supply chain improvement plan. This approach involves input from a range of representatives from within the organisation, thereby avoiding the often misguided pursuit of “hobby horses”. The approach described has been derived from matrix‐based methods of Japanese origins, in particular quality function deployment (QFD). The strength of these matrix‐based techniques lies in their ability to integrate the many qualitative and quantitative‐based variables that impact the supply chain. From the matrix, a meaningful and coherent strategy for improvement can be determined. The approach is appealing in its simplicity and yet rigorous at the same time, and, as such, may be of use to practitioners in any complex environment such as a supply chain.