An Evaluation Method of Supply Chain Efficiency Considering Customers' Satisfaction

Abstract

Evaluating supply chain management is important because it helps to find out supply chain's weakness. Customers' satisfactions is one of important topics because a propose of supply chain management is to satisfy customers requirements. If an organization lacks satisfaction of customer needs, it will lose an opportunity in business. Usually, agricultural supply chain consists of a manufacture and several suppliers. In this case, the manufacture has to evaluate performances of chains with possible suppliers. The manufacture may replace some suppliers to improve their customers' satisfactions. However, the current evaluate methods cannot be used such usage because the methods cannot consider a situation in which some suppliers are replaced. Therefore, a new evaluation model is proposed. The proposed model allows the users to inspect a chain's efficiency with considering to replace some of supply chain suppliers. In order to show the ability of the method, a case study of Thai frozen shrimp industry is shown and the results is discussed.