Development of SCOR Database for Digitalisation of Supply Chain Customer Feedback Analysis




Supply Chain (SC), Supply Chain Operations Reference (SCOR), Key Performance Indicators (KPIs), Bayesian Belief Network (BBN), digitalisation, reliability, customer service quality, Case Base Reasoning (CBR)


High-level customer service, with improved quality at a lower cost, is imperative in today's global supply chain, where customers have myriad options across borders. This is in line with the primary objective of supply chain management, which is to enable and deliver high-level customer service with lower costs, reduce lead time, and improve the quality of products/services. The Supply Chain Operations Reference (SCOR) model based on KPI metrics enables an increase in the quality of products/services by monitoring and digitalising involved processes. The current paper suggests the structure of the SCOR database for Supply Chain process improvement by applying the best practices of the SCOR for Business Processes improvement. We recommend the Bayesian Belief Network (BBN) and Case-Based Reasoning (CBR) methods to estimate the influence of these improvements on Supply Chain efficiency through key performance indicators before implementation. Integrating the methods proposed in this article focuses on an approach that minimises supply chain failures, decreases failure elimination time, understands consumer needs, and offers more accurate price proposals and lead times to improve customer satisfaction. Accordingly, the integrated SCOR-based Business Process Modelling (BPM) was not previously combined with BBN to identify the most efficient ways to improve the reliability of a Supply Chain by applying best practices, which impacts the entire supply chain. Our research is limited to SME companies in electronics manufacturing, but our ambition is to develop a universal framework suitable for broader areas. The study aims to analyse how the customers see the company by combining the CDA (Customer Delivery Accuracy) and Customer Complaints measures and find the optimal way to improve business processes by applying best practices. Still, it is limited to SCOR reliability performance metrics.

Author Biographies

Rene Maas, TTK University of Applied Sciences, Estonia; University of Tartu, Estonia

Rene Maas Rene is a doctoral student at the University of Tartu in the Centre of Science and Technology. The main research area is the digitalisation of logistics. He is currently working at TTK University of Applied Sciences as a lecturer in the Institute of Logistics. ORCID: 0000-0001-9246-116X

Tatyana Karaulova, TTK University of Applied Sciences, Estonia; Tallinn University of Technology, Estonia

Tatjana Karaulova is a Doctor of Philosophy in mechanical engineering and a researcher at the Department of Mechanical and Industrial Engineering of Tallinn University of Technology (Estonia) and member of Digital Supply Chain research group in TTK UAS Department of Logistics. Her main areas of scientific interest are the reliability and sustainability of production and supply chain processes. ORCID 0000-0002-4467-9161.

Eduard Shevtshenko, TTK University of Applied Sciences, Estonia; University of Tartu, Estonia

Eduard Shevtshenko is a Doctor of Philosophy in mechanical engineering. He is working as a Professor, Purchase and Procurement curriculum manager, Head of the Digital Supply Chain research group in TTK UAS Department of Logistics and Associate Professor in the Faculty of Science and Technology, Institute of Computer Science at the University of Tartu. His main areas of scientific interest are the digitalisation of supply chain business processes. ORCID 0000-0002-1389-3245

Janek Popell, TTK University of Applied Sciences, Estonia

Janek Popell is a lecturer at TTK University of Applied Sciences, as a lecturer in the Institute of Logistics. Janek is a board member of Prolog – Estonian Supply Chain Association. Janek is also teaching in TalTech and Mainor.

Ibrahim Oluwole Raji, Leeds Trinity University, United Kingdom

Ibrahim Oluwole Raji is a Senior Lecturer in Project and Operations Management at the Leeds Trinity University Business School, Leeds, United Kingdom (UK). His areas of interest include digital operations and supply chain management topics, lean and agile supply chains, the impact of industry 4.0 technologies on manufacturing and supply chain operations, and, more recently, sustainable operations and supply chains. He has collaborated on various industrial projects and published in high-quality international journals on these topics. ORCID 0000-0003-0920-9567

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