Customer-oriented improvement and evaluation of supply chain processes supported by simulation models

In this paper, we explain why customer orientation is important for evaluation and improvement of supply chain process, and we show the interdependencies with performance measures which should be taken into account so as to integrate the requirements of supply chain performance management. Then, we describe how process improvements can be dynamically evaluated under consideration of customer orientation and supported by an integrated usage of discrete-event simulations models and system dynamics models. Finally, we illustrate the use of selected performance measures as well as indicators and our models by a specific process improvement (postponement) conducted by an electronic manufacturer in the telecom industry. (c) 2004 Elsevier B.V. All rights reserved.