The Role of Quality Management Practice in the Performance of Integrated Supply Chains: A Multiple Cross-Case Analysis

Abstract

In this paper the authors present an exploratory study of the role of quality management practice in the performance of integrated supply chains (ISCs). They identify a set of critical success factors (CSFs) that collectively characterize an ISC across different sectors. A case study protocol based on the European Business Excellence Model (EBEM) framework was used to gather qualitative data from four large companies in France.Multiple-cross case analysis revealed that the integrative nature of quality management provides a significant contribution to the performance of ISCs. However, there is no “one size fits all” approach across the four industry sectors. A set of quality management practices was identified that is common to the performance of ISCs: The role of the supply chain manager elevated to a senior management position. And the selection and development of suppliers with a long-term view toward improving product quality, fast deliveries, and responsiveness to customer's needs were identified as the key imperatives for ISC performance.The main conclusion reached from the case studies is that performance of an ISC starts and finishes with the customer by establishing customer-driven metrics that reflect business value and communicate performance horizontally and vertically within the ISC.

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