Quality

On differences in how operations and supply chain managers approach quality management

S. THOMAS FOSTER JR and JEFFREY OGDEN

1. Abstract

In this research, the authors administered surveys to operations and supply chain managers from different companies to better understand how they approached quality management. The underlying research question was whether the increased emphasis in supply chain management in the workplace had implications for how quality management is practiced and how quality-related values are emphasized.

The research found that supply chain managers utilized and emphasized quality tools and values to a greater extent than operations managers. The tools emphasized by supply chain managers included benchmarking, complaint resolution, design for the environment, ERP, supplier development, focus groups, and supply chain management.

2. Introduction

Operations management researchers have long been interested in the contingencies and theories associated with quality management (Bensonet al. 1991). The field of operations management has been influenced by the related field of supply chain management (Flynn and Flynn 2005). The question then remains is what are the implications for quality management? In other words, do operations managers and supply chain managers approach quality management differently?

In this paper, supply chain quality management refers to planning and direction associated with improving supply chain system performance. In the past, supply chain managers emphasis necessitates externalizing the outlook of those planning quality improvements and operations managers have long been encouraged to externalize their view of quality improvement by focusing on customers and developing suppliers. However, it is not clear if emphasizing supply chain management will change how quality is viewed or practiced.

The purpose of this research is to study the relationship between supply chain and quality management to begin to construct...