Ein Vorgehensmodell als Beitrag zur Integration des Kundenmanagements in das Supply Chain Management
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Date
2014-10-07
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Abstract
In der vorliegenden Arbeit wird ein ganzheitliches Vorgehensmodell für die Bewertung und Verbesserung von Kundenbeziehungen in Supply Chains entwickelt. Zunächst wird der aktuelle Forschungsstand in den Themengebieten Kundenmanagement und Supply Chain Management sowie die für das Thema wichtigen wissenschaftlichen Theorien und Modelle beschrieben. Darauf aufbauend werden inhaltliche und methodische Anforderungen an ein entsprechendes Vorgehensmodell abgeleitet. Aufgrund dieser Anforderungen wurde ein Vorgehensmodell entwickelt, welches anhand von drei Phasen (Gestaltung, Lenkung und Entwicklung) sowie drei Objekten (Prozesse, Kunde, Supply Chain) aufgebaut ist. Dadurch ergeben sich neun zu durchlaufende Schritte, die im Rahmen der vorliegenden Dissertation beschrieben sind. Das Ziel der ersten Phase ist die Identifikation der Gestalt der internen Prozesse, der Kundenbeziehungen sowie des Entwicklungsstands der eigenen Supply Chain Kompatibilität. Die zweite Phase zielt darauf ab, die Lenkungsebenen hinsichtlich der Objekte Supply Chain, Kunden, interne Prozesse zu definieren. Darauf aufbauend werden in der dritten Phase entsprechende Entwicklungsstrategien identifiziert, die zu einer höheren Wettbewerbsfähigkeit der gesamten Supply Chain führen. Im Anschluss wird die Praxistauglichkeit dieses Vorgehensmodell im Rahmen eines realen Anwendungsbeispiels verdeutlicht. Die Arbeit endet mit einer Zusammenfassung und einem Ausblick hinsichtlich des identifizierten zukünftigen Forschungsbedarfs.
The aim of this thesis is to develop an integrated process model for the evaluation and improvement of customer relationships in supply chains. First, the current state of research in the areas of customer management and supply chain management as well as scientific theories and models that are relevant for this thesis are described. Based on these theoretical bases the requirements regarding content and methodologies of the process model are derived. Due to these requirements, the process models structure is based on three phases (design, control and development) and three aspects (processes, customer, supply chain). The nine fields that are formed by this matrix represent the steps to be passed. The aim of the first phase is to identify the shape of internal processes, customer relationships and the level of development of the own supply chain compatibility. The second phase aims to define the steering aspects of the internal processes, customer relationship and supply chain. In the third phase, strategies for improving the customer behavior and relationship have to be developed, which will lead to higher competitiveness of the entire supply chain. Following the practicability of this process model is illustrated in the context of a real application example. The thesis concludes with a summary and an outlook for identified future research needs.
The aim of this thesis is to develop an integrated process model for the evaluation and improvement of customer relationships in supply chains. First, the current state of research in the areas of customer management and supply chain management as well as scientific theories and models that are relevant for this thesis are described. Based on these theoretical bases the requirements regarding content and methodologies of the process model are derived. Due to these requirements, the process models structure is based on three phases (design, control and development) and three aspects (processes, customer, supply chain). The nine fields that are formed by this matrix represent the steps to be passed. The aim of the first phase is to identify the shape of internal processes, customer relationships and the level of development of the own supply chain compatibility. The second phase aims to define the steering aspects of the internal processes, customer relationship and supply chain. In the third phase, strategies for improving the customer behavior and relationship have to be developed, which will lead to higher competitiveness of the entire supply chain. Following the practicability of this process model is illustrated in the context of a real application example. The thesis concludes with a summary and an outlook for identified future research needs.
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Supply Chain Management, Kundenmanagement, Auftragsabwicklungsprozess, Kundenbewertung, Kundenentwicklung, Kundenmanagementprozess, Supply Chain Performance Measurement, Customer management, Order fulfilment process, Customer evaluation, Customer development