... implementation (QRI), and relationships within the supply chain. Design/methodology/approach Face‐to‐face interviews were undertaken with 33 Scottish suppliers. Findings Results indicate that less than a third of the companies surveyed in Scotland had implemented AR/QRI systems and that many supply chain...

... measurement Scotland Service levels Service quality Customer service is a component of customer relations. Customers expect goods to be available on lead times which are competitive with other suppliers to the market and to be delivered on time. They also expect lead times to remain competitive...