Digitalisation of Supply Chain Management System for Customer Quality Service Improvement.
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Faculty of Science and Technology, Institute of Computer Science, University of Tartu, Estonia
Institute of Logistics, TTK UAS, Estonia
Institute of Engineering and Circular Economy, TTK UAS, Estonia
Department of Mechanical and Industrial Engineering, TalTech, Estonia
Management Leadership & Organisations, Middlesex university, United Kingdom
Eduard Shevtshenko   

Faculty of Science and Technology, Institute of Computer Science, University of Tartu, Estonia
Submission date: 2022-02-03
Final revision date: 2022-03-27
Acceptance date: 2022-03-29
Online publication date: 2022-04-05
The main idea of the current research is to apply customer satisfaction level Key Performance Indicators (KPIs) for supply chain reliability improvement. The Supply Chain Operations Reference (SCOR) model based KPI metrics enable to increase the quality of product/service by monitoring, visualisation and further digitalisation of directly involved processes. In the long run, the solution will ultimately help to reduce/eliminate the number of customer reclamations in the supply chain. Industry-oriented performance measurement model based on SCOR can be easily adapted for different sectors. Approach proposed in the current research based on identification key factors of supply chain performance of SCOR model connected with predictive and diagnostic capability of Bayesian Belive Networks (BBN). The difference in performance can be reached via applying the best practices to processes, affecting the performance in larger scale.
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