Supply chain risk management and organisational decision making: a case study of a major Japanese automotive firm
by Takashi Shimizu; Youngwon Park; Paul Hong
International Journal of Services and Operations Management (IJSOM), Vol. 15, No. 3, 2013

Abstract: In this paper, we investigate how to use customer claims to improve the organisational processes from the viewpoint of supply chain risk management. Though customer claims indicate organisational process problems, these can be addressed only if the claims are resolved properly. Examining the case study of a Japanese automotive company demonstrates that it is difficult to utilise claim resolution to improve organisational processes. This paper explores the causes of this difficulty and proposes corrective action based on its analysis.

Online publication date: Mon, 28-Apr-2014

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