Column 14 · Supply Chain and Networks · Era 5, Assets and Accountability (2000s)
Supply Chain Orientation
Implementation, process · Landmark · Cluster V, Interfirm Networks
Description
Mentzer et al. defined supply chain management and distinguished it from supply chain orientation, a firm's recognition of the systemic implications of managing flows across the chain, and Mentzer, Flint, and Hult showed that logistics service quality is a process whose components customer segments evaluate differently.
Managerial Implications
Supply chain management begins with a supply chain orientation: recognizing that managing flows across firms, from suppliers to end customers, is a strategic matter. Logistics service quality is judged by customers segment by segment, in order placement, delivery, and problem resolution. Managers should treat delivery as part of the product, measure service from the customer's view, and align incentives across functions and partners on the end customer.