Ensuring supply chain quality performance through applying the SCOR model

The objective of adopting quality standards such as ISO 9000 series is to help companies develop and maintain supply chain processes that meet certain performance metrics, such as those provided by the Supply Chain Operations Reference model (SCOR). Based on the survey data from 232 companies that have obtained ISO 9000 certification, this study extends the five decision areas (Plan, Source, Make, Deliver, and Return) of the SCOR model by integrating quality assurance measures in the supply chain process. The results show that individually, each decision area has a positive impact on both customer-facing supply chain quality performance and internal-facing firm level business performance. Collectively, ‘Plan’ and ‘Source’ decisions are more important to customer-facing supply chain performance (reliability, response, and flexibility), and ‘Make’ decisions positively affect internal-facing performance metrics (cost and asset).