Abstract
In the industrial context, the zero-defect philosophy is the basis of all supplier quality improvement actions. To reach this imperative target, a measurement of parts per million is not expedient, instead measuring incidents shall make the supplier evaluation more effective. Supplier development of course is performed before the serial production processes start. Nevertheless, the yearly recalls, for example, in the automobile industry are increasing (Steinkamp and Reed, in Automotive warranty and recall report 2015, Stout Risius, Ross Global Financial Advisory Service 2016), and supplier development should merge with complaint management, whereas each incident is the start for improvement and optimization. The underlying dataset in this chapter has revealed that most complaints originate from wrongly performed production, logistics and packaging processes, human mistakes or defective machines. Developing a supplier by reducing the number of complaints should therefore be done in five steps: Identify critical suppliers, apply expertise in specific production processes, meet with supplier’s top management, improve the supplier’s processes on a technical level and finally create target agreements. To achieve the ultimate target of zero defects, complaint process handling inside the customer should be investigated and optimized together with a cross-functional team. As a result, the efficiency and effectiveness of the complaint processing can be improved by generating a positive effect on supplier quality improvement. Creating full transparency, addressing each and every failure and supported by the technically and cooperative externalization of a firm’s quality philosophy into the upstream supply chain, will be a success to achieve zero defect.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Behrens, R. (2008). In Boeing Supplier Strategy and Lean, 93rd Annual Conference on Supply Chain Management, St. Louis, MO.
Brock, C., Blut, M., Evanschitzky, H., & Kenning, P. (2013). Satisfaction with complaint handling: A replication study on its determinants in a business-to-business context. International Journal of Research in Marketing, 30, 319–322.
Brunner, F., & Wagner, K. (2016). Qualitätsmanagement: Leitfaden für Studium und Praxis (6th ed.). München, Germany.
Crosby, P. (1979). Quality is free: The art of making quality certain (1st ed.). New York, NY.
Choi, T., & Liker, J. (2004, December). Building deep supplier relationships. Harvard Business Review.
Döscher, K. (2014). Recovery Management in business-to-business markets: Conceptual dimensions, relational consequences and financial contributions.
Feigenbaum, A. (1993). Creating the quality mindset among senior managers. National Productivity Review, 12(3), 313+.
Fernandez, R. (1995). Total quality in purchasing & supplier management (1st ed.). Miami, Fl: St. Lucie Press.
Hartley, J., & Choi, T. (1996). Supplier development: Customers as a catalyst of process change. Business Horizon, 39, 37–44.
Irlinger, W. (2012). Kausalmodelle zur Lieferantenbewertung (1st ed.). Passau.
Ishikawa, K. (1976). Guide to quality control, Asian productivity organization (2nd ed.). Tokyo.
Ishikawa, K. (1985). What is total quality control? The Japanese way. London: Pentice Hall.
Jung, B., Schweißer, S., & Wappis, J. (2011). 2011, 8D und 7 step—Systematisch Probleme lösen. München, Deutschland: E-book.
Larsen, P. (2018). Digitalisierung im Einkauf from Schupp F., Woehner, H. (pp. 199–108). Springer Fachmedien Wiesbaden. 978-3-658-16909-1.
Levy, P. (1998). Total quality management in the supply chain. In Handbook of total quality management (pp. 275–303).
Narasimhan, R., & Kim, A. (2002). Effect of supply chain integration on the relationship between diversification and performance: Evidence from Japanese and Korean firms. Journal of Operations Management, 20, 303–323.
Neely, A., Gregory, M., & Platts, K. (1995). Performance measurement system design: A literature review and research agenda. International Journal of Operations & Production Management, 15(4), 80–116.
Noshad, K., & Awasthi, A. (2015). Supplier quality development: A review of literature and industrial practices. International Journal of Production Research, 53(2), 466–487.
Ohno, T. (1988). Toyota production system: Beyond large-scale production (1st ed.). Portland: Productivity Press.
Pang, J., & Tan, K. (2017). Supply chain quality and pricing decisions under multi-manufacturer competition. Industrial Management & Data Systems, 118(1), 164–187.
Parrott, K., Mattes, P., & Stahl, D. (2011). Applying advanced FMEA methods to vehicle fire cause determinations. In ASME 2011 International Mechanical Engineering Congress and Exposition Volume 9, Denver, Colorado, USA.
Porter, M. (1999). Competitive strategy: Techniques for analyzing industries and competitors. Free Press, ISBN: 0684841487.
Quang, H., Sampaio, P., Carvalho, M., Fernandes, A., Thi, D., & Vilhenac, E. (2016). An extensive structural model of supply chain quality management and firm performance. International Journal of Quality & Reliability Management, 33(4), 444–464.
Roberts, M. (2013 September 12). Top 5 supplier quality management strategies. Quality Digest Magazine.
Ross, D. (1998). Competing through supply chain management: Creating market-winning strategies through supply chain partnerships (1st ed.). New York, NY.
Sanchez-Rodriguez, C., Hemsworth, D., & Martinez-Lorente, A. (2005). Quality management practices in the purchasing function: An empirical study. International Journal of Operations & Production Management, 24(7), 666–687.
See, J. (2012). Visual inspection: A review of the literature. Sandia National Laboratories, Albuquerque, New Mexico.
Shokri, A., Nabhani, F., & Hodgson, S. (2010). Supplier development practice: Arising the problems of upstream delivery for a food distribution SME in the UK. Robotics and Computer Integrated Manufacturing, 26(6), 639–646.
Shrimali, L. (2010). Analysis of success factors for supplier development (Master thesis). San Diego State University.
Soares, A., Soltani, E., & Liao, Y. (2017). The influence of supply chain quality management practices on quality performance: An empirical investigation. Supply Chain Management: An International Journal, 22(2), 122–144.
Steinkamp, N., & Reed, J. (2016). Automotive warranty and recall report 2015. Stout Risius, Ross Global Financial Advisory Service.
Supply Chain Council. (2012). SCOR Quick Reference Guide, Item No. 726770, Texas.
Teonman, S., & Ulengin, F. (2017). The impact of management leadership on quality performance throughout a supply chain: An empirical study. Journal of Total Quality Management & Business Excellence, 29(11–12).
Töpfer, A. (2007). Six sigma: Konzeption und Erfolgsbeispiele für praktizierte Null-Fehler-Qualität (4th ed.). Berlin, Germany.
Verband der Automobilindustrie e.V. (2017). Qualitätsmanagement-Methoden Assessments Leitfaden (1st ed). Berlin, Germany.
Weißbrich, A., Fuchsbauer, B., Heinrichs, H., & Plegnier, H. (2008). Qualitätsmanagement in der gesamten Wertschöpfungskette: Grundlagen des gemeinsamen Erfolgs, Automobiltechnische Zeitschrift, Ausgabe 01/2008.
Zeng, J., Phan, C.A., & Matsui, Y. (2012). Supply chain quality management practices and performance: An empirical study. Published online 13 January 2013. New York: Springer Science + Business Media.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2020 Springer Nature Switzerland AG
About this chapter
Cite this chapter
Ewald, J., Schupp, F. (2020). Zero Shades of Gray—Reaching Zero Defects by Externalization of the Quality Philosophy into the Upstream Supply Chain. In: Schupp, F., Wöhner, H. (eds) The Nature of Purchasing. Management for Professionals. Springer, Cham. https://doi.org/10.1007/978-3-030-43502-8_3
Download citation
DOI: https://doi.org/10.1007/978-3-030-43502-8_3
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-43501-1
Online ISBN: 978-3-030-43502-8
eBook Packages: Business and ManagementBusiness and Management (R0)