Table 3 Supply chain processes Specific... | Emerald Publishing

Table 3

Supply chain processes

Specific factors	Description	Strategic sub-processes	Operational sub-processes
Customer relationship management	Provides the structure for how relationships with customers are developed and maintained. Cross-functional customer teams tailor product and service agreements to meet the needs of key accounts and segments of other customers	1. Review Corporate and Marketing Strategy 2. Identify Criteria for Categorizing Customers 3. Provide Guidelines for the Degree of Differentiation 4. Identify Opportunities with the Accounts 5. Develop the Product/Service Agreement	1. Differentiate Customers 2. Prepare the Account/Segment Management Team 3. Internally Review the Accounts in the Product/Service Agreement 4. Develop Framework of Metrics 5. Develop Guidelines for Sharing Process Improvement 6. Implement the Product/Service Agreement Benefits with Customers 7. Measure Performance and Generate Profitability Reports
Customer service management	Provides the firm's face to the customer, a single source of customer information and the key point of contact for administering the product service agreements	1. Develop Customer Service Strategy 2. Develop Response Procedures 3. Develop Infrastructure for Implementing Responses Procedures 4. Develop Framework for metrics	1. Recognize Event 2. Evaluate Situation and Alternatives 3. Implement Solution 4. Monitor and Report
Demand management	Provides the structure for balancing the customers' requirements with supply chain capabilities, including reducing demand variability and increasing supply chain flexibility	1. Determine Demand Management Goals and Strategy 2. Determine Forecasting Procedures 3. Plan Information Flow 4. Determine Synchronization Procedures 5. Develop Contingency Management System 6. Develop Framework of Metrics	1. Collect Data/Information 2. Forecast 3. Synchronize 4. Reduce Variability and Increase Flexibility 5. Measure Performance
Order fulfillment	Includes all activities necessary to define customer requirements, design a network and enable the firm to meet customer requests while minimizing the total delivered cost	1. Review Marketing Strategy, Supply Chain Structure 2. Define Requirements for Order Fulfillment 3. Evaluate Logistics Network 4. Define Plan for Order Fulfillment 5. Development Framework of Metrics	1. Generate and Communicate Order and Customer Service Goals 2. Enter Order 3. Process Order 4. Handle Documentation 5. Fill Order 6. Deliver Order 7. Perform Post Delivery Activities and Measure Performance
Manufacturing flow management	Includes all activities necessary to obtain, implement and manage manufacturing flexibility and move products through the plants in the supply chain	1. Review Manufacturing, Sourcing, Marketing, and Logistics Strategies 2. Determine Degree of Manufacturing Flexibility 4. Measure Performance 3. Determine Push/Pull Boundaries 4. Identify Manufacturing Constraints and Determine Capabilities 5. Development Framework of Metrics	1. Determine Routing and Velocity through Manufacturing 2 Manufacturing and Materials Planning 3. Execute Capacity and Demand Requirement
Supplier relationship management	Provides the structure for how relationships with suppliers are developed and maintained. Cross-functional teams tailor product and service agreements with key suppliers	1. Review Corporate, Marketing, Manufacturing and Sourcing Strategies 2. Identify Criteria for Categorizing Suppliers 3. Provide Guidelines for the Degree of Customization in the Product/Service Agreement 4. Develop Framework of Metrics 5. Develop Guidelines for Sharing Process Improvement Benefits with Suppliers	1. Differentiate Customers 2. Prepare the Supplier/Segment Management Team 3. Internally Review the Supplier/Supplier Segment 4. Identify Opportunities with the Suppliers 5. Develop the Product/Service Agreement and Communication Plan 6. Implement the Product/Service Agreement 7. Measure Performance and Generate Supplier Cost/Profitability Reports
Product development and commercialization	Provides the structure for developing and bringing to market new products jointly with customers and suppliers	1. Review Corporate, Marketing, Manufacturing and Sourcing Strategies 2. Develop Idea Generation and Screening Processes 3. Establish Guidelines for Cross-functional Product Development Team Membership 4. Identify Product Rollout Issues and Constraints 5. Establish New Product Project Guidelines 6. Develop Framework of Metrics	1. Define New Products and Assess Fit 2. Establish Cross-functional Product Development Team 3. Formalize New Product Development Project 4. Design and Build Prototypes 5. Make/Buy Decision 6. Determine Channels 7. Product Rollout 8. Measure Process Performance
Returns management	Includes all activities related to returns, reverse logistics, gatekeeping and avoidance	1. Determine Returns Management Goals and Strategy 2. Develop Avoidance, Gatekeeping and Disposition Guidelines 3. Develop Returns Network and Flow Options 4 Develop Credit Rules 5. Determine Secondary Markets 6. Develop Framework of Metrics	1. Receive Return Request 2. Determine Routing 3. Receive Returns 4. Select Disposition 5. Credit Consumer/Supplier 6. Analyze Returns and Measure Performance

Specific factors	Description	Strategic sub-processes	Operational sub-processes
Customer relationship management	Provides the structure for how relationships with customers are developed and maintained. Cross-functional customer teams tailor product and service agreements to meet the needs of key accounts and segments of other customers	1. Review Corporate and Marketing Strategy 2. Identify Criteria for Categorizing Customers 3. Provide Guidelines for the Degree of Differentiation 4. Identify Opportunities with the Accounts 5. Develop the Product/Service Agreement	1. Differentiate Customers 2. Prepare the Account/Segment Management Team 3. Internally Review the Accounts in the Product/Service Agreement 4. Develop Framework of Metrics 5. Develop Guidelines for Sharing Process Improvement 6. Implement the Product/Service Agreement Benefits with Customers 7. Measure Performance and Generate Profitability Reports
Customer service management	Provides the firm's face to the customer, a single source of customer information and the key point of contact for administering the product service agreements	1. Develop Customer Service Strategy 2. Develop Response Procedures 3. Develop Infrastructure for Implementing Responses Procedures 4. Develop Framework for metrics	1. Recognize Event 2. Evaluate Situation and Alternatives 3. Implement Solution 4. Monitor and Report
Demand management	Provides the structure for balancing the customers' requirements with supply chain capabilities, including reducing demand variability and increasing supply chain flexibility	1. Determine Demand Management Goals and Strategy 2. Determine Forecasting Procedures 3. Plan Information Flow 4. Determine Synchronization Procedures 5. Develop Contingency Management System 6. Develop Framework of Metrics	1. Collect Data/Information 2. Forecast 3. Synchronize 4. Reduce Variability and Increase Flexibility 5. Measure Performance
Order fulfillment	Includes all activities necessary to define customer requirements, design a network and enable the firm to meet customer requests while minimizing the total delivered cost	1. Review Marketing Strategy, Supply Chain Structure 2. Define Requirements for Order Fulfillment 3. Evaluate Logistics Network 4. Define Plan for Order Fulfillment 5. Development Framework of Metrics	1. Generate and Communicate Order and Customer Service Goals 2. Enter Order 3. Process Order 4. Handle Documentation 5. Fill Order 6. Deliver Order 7. Perform Post Delivery Activities and Measure Performance
Manufacturing flow management	Includes all activities necessary to obtain, implement and manage manufacturing flexibility and move products through the plants in the supply chain	1. Review Manufacturing, Sourcing, Marketing, and Logistics Strategies 2. Determine Degree of Manufacturing Flexibility 4. Measure Performance 3. Determine Push/Pull Boundaries 4. Identify Manufacturing Constraints and Determine Capabilities 5. Development Framework of Metrics	1. Determine Routing and Velocity through Manufacturing 2 Manufacturing and Materials Planning 3. Execute Capacity and Demand Requirement
Supplier relationship management	Provides the structure for how relationships with suppliers are developed and maintained. Cross-functional teams tailor product and service agreements with key suppliers	1. Review Corporate, Marketing, Manufacturing and Sourcing Strategies 2. Identify Criteria for Categorizing Suppliers 3. Provide Guidelines for the Degree of Customization in the Product/Service Agreement 4. Develop Framework of Metrics 5. Develop Guidelines for Sharing Process Improvement Benefits with Suppliers	1. Differentiate Customers 2. Prepare the Supplier/Segment Management Team 3. Internally Review the Supplier/Supplier Segment 4. Identify Opportunities with the Suppliers 5. Develop the Product/Service Agreement and Communication Plan 6. Implement the Product/Service Agreement 7. Measure Performance and Generate Supplier Cost/Profitability Reports
Product development and commercialization	Provides the structure for developing and bringing to market new products jointly with customers and suppliers	1. Review Corporate, Marketing, Manufacturing and Sourcing Strategies 2. Develop Idea Generation and Screening Processes 3. Establish Guidelines for Cross-functional Product Development Team Membership 4. Identify Product Rollout Issues and Constraints 5. Establish New Product Project Guidelines 6. Develop Framework of Metrics	1. Define New Products and Assess Fit 2. Establish Cross-functional Product Development Team 3. Formalize New Product Development Project 4. Design and Build Prototypes 5. Make/Buy Decision 6. Determine Channels 7. Product Rollout 8. Measure Process Performance
Returns management	Includes all activities related to returns, reverse logistics, gatekeeping and avoidance	1. Determine Returns Management Goals and Strategy 2. Develop Avoidance, Gatekeeping and Disposition Guidelines 3. Develop Returns Network and Flow Options 4 Develop Credit Rules 5. Determine Secondary Markets 6. Develop Framework of Metrics	1. Receive Return Request 2. Determine Routing 3. Receive Returns 4. Select Disposition 5. Credit Consumer/Supplier 6. Analyze Returns and Measure Performance

Source(s): Adapted from Lambert and Croxton (2005)