Title: Supply chain risk management and organisational decision making: a case study of a major Japanese automotive firm

Authors: Takashi Shimizu; Youngwon Park; Paul Hong

Addresses: Department of Advanced Social and International Studies, Graduate School of Arts and Sciences, The University of Tokyo, 3-8-1 Komaba, Meguro-ku, Tokyo 153-8902, Japan ' Manufacturing Management Research Center, Graduate School of Economics, The University of Tokyo, 7-3-1 Hongo, Bunkyo-ku, Tokyo 113-0033, Japan ' Information Operations and Technology Management, College of Business Administration, University of Toledo, 2801 W. Bancroft, Toledo, Ohio 43606-3390, USA

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.

Keywords: supply chain management; SCM; risk management; supply chain risk; organisational processes; compliance; recall; customer claims; claim management; service management; operations management; Japan; automotive firms; car companies; organisational decision making; automobile industry.

DOI: 10.1504/IJSOM.2013.054444

International Journal of Services and Operations Management, 2013 Vol.15 No.3, pp.293 - 312

Published online: 28 Apr 2014 *

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