Providing a Strategy to Improve the Quality of Customer Services in the Supply Chain

Subject Areas : Strategic Management Researches

Alireza Agha gholizade sayar ¹ , Mehdi Izadyar ² , Reza Gharaeepour ³ , Fatemeh Eskandar ⁴

1 - PhD in Industrial Management, Research Sciences Branch, Islamic Azad University, Tehran, Iran (Lecturer at Iranian Institute of Electronic Higher Education)
2 - PhD in Industrial Management, Science and Research Branch, Islamic Azad University, Tehran, Iran
3 - Assistant Professor of Management, Iranian Institute of Higher Education, Tehran, Iran.
4 - PhD in Industrial Management, Iranian Institute of Higher Education, Tehran, Iran

Received: 2021-06-20 Accepted : 2021-09-05 Published : 2021-08-23

Keywords: Supply Chain, Knowledge management, System Dynamics, Delivery rate to customers,

Abstract :

In advanced organizations, the decisions and strategies of managers throughout the supply chain require the use ofIn advanced organizations, the decisions and strategies of managers throughout the supply chain require the use of knowledge management. Production of high quality product to meet market demand and delivery in quantity and on time to customers is one of the most important goals of production units. Therefore, the issue of service and delivery of goods to customers is of special importance, according to which the company's strategy in interaction with customers is determined. Therefore, the management of this strategy requires forward-looking decisions and the design of new capacities with a comprehensive and interconnected approach and cannot be achieved through a static approach. Also, knowledge management in different organizations has been adapted by effective use of resources and improving customer service and achieving competitive advantage. In this study, we seek to provide a dynamic model to evaluate the impact of knowledge management on improving customer service in the framework of system thinking. This study has been studied in a petrochemical company over a period of 20 years. In this field, first the main variables are identified and their relationships are formulated in the form of causal loops, then completed by designing the main model in the form of flow accumulation diagram and simulated in Vensim software, which finally presents the proposed strategy at the end of the period. Finally, the amount of customer service increases by 15%, which leads to more demand coverage by 12% in the whole system.

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