Journal
SUPPLY CHAIN MANAGEMENT-AN INTERNATIONAL JOURNAL
Volume 9, Issue 1, Pages 86-101Publisher
EMERALD GROUP PUBLISHING LTD
DOI: 10.1108/13598540410517601
Keywords
customer relations; supplier relations; supply chain management; help desks; product information
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An intelligent supplier relationship management system (ISRMS) integrating a company's customer relationship management (CRM) system, supplier rating system (SRS) and product coding system (PCS) by the case based reasoning (CBR) technique to select preferred suppliers during the new product development (NPD) process is discussed. By using ISRMS in Honeywell Consumer Product (Hong Kong) Limited, it is found that the outsource cycle time from the searching of potential suppliers to the allocation of order, as well as the delay in delivery of goods of suppliers after order allocation, are greatly reduced. In addition, performance of suppliers can be monitored effectively.
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