Title: Supply chain architectural framework and supplier relationship model for customer facing business

Authors: P. Parthiban, M. Punniyamoorthy, G. Ranga Janardhana, K. Ganesh

Addresses: Department of Production Engineering, National Institute of Technology, Tiruchirappalli-620 015, India. ' Department of Management Studies, National Institute of Technology, Tiruchirapalli-620 015, India. ' Department of Mechanical Engineering, JNT University, Hyderabad-500 072, India. ' Manufacturing ISU, Tata Consultancy Services Limited, Mumbai-400079, India

Abstract: Many organisations have |gone to market| as products offered business organisation. This has provided significant opportunities to deliver low cost product effectively and efficiently. However, it limits its ability to address market openings across various business groups and to seek opportunities in markets with a non-business biased view toward which technology is best suited to the customer need. Many organisations are attempting to have and run customer facing business (CFB) to deliver returns above the market price of the raw materials they receive from internal businesses to improve the customer relationship management. This paper develops a supply chain architecture framework (SCAF) for CFB based on case based approach. CFB needs the involvement of customers for various decision-making in supply chain. This paper considers one of the critical decisions – vendor selection – for CFB and develops a systematic model for evaluation and selection of vendors to enhance the customer relationship management.

Keywords: customer facing business; CFB; customer relationship management; CRM; supply chain architectural framework; SCAF; vendor selection models; supply chain management.

DOI: 10.1504/IJECRM.2008.021104

International Journal of Electronic Customer Relationship Management, 2008 Vol.2 No.4, pp.332 - 363

Available online: 04 Nov 2008 *

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