Investigating the impact of supply chain management practices on delivery dependability C. Marinagi Department of Logistics Technological Educational Institution of Sterea Ellada C. Marinagi, P.Trivellas 18 th Panhellenic Conference on Informatics 2014 October 2-4, Athens

PCI-2014, Athens, Oct Definitions Supply chain : a network that consists of suppliers, manufacturers, warehouses, distributors and retailers who coordinate their plans and activities in order to convert raw materials to finished goods Supply Chain Management (SCM): the systemic, strategic coordination of the traditional business functions within a particular organization for the purposes of improving the long-term performance of the individual organizations and the supply chain as a whole SCM practices, namely, activities that enable effective management of the supply chain as a whole

PCI-2014, Athens, Oct SCM processes SCM processes:  product development,  procurement,  manufacturing,  physical distribution,  customer relationship management and  performance measurement

PCI-2014, Athens, Oct SCM practices Strategic Supplier Partnership is considered as the long-term relationship among the firm and its suppliers, enforcing the strategic and operational capabilities of individual participating organizations in order to create synergistic effects. Customer relationships refer to a wide of practices which support customer complaints handling, the establishment long-term relationships with customers, and customer satisfaction betterment. Information sharing describes the extent to which critical and proprietary information is communicated to one’s supply chain partner. Information quality refers to the accuracy, timeliness, adequacy, and credibility of information exchanged. Internal lean practices include a variety of practices targeting at the waste elimination in terms of cost, time, and resources within a manufacturing system, characterized for example by reduced set- up times, flexibility, cost reduction technologies, and mass customization.

PCI-2014, Athens, Oct Aim of the study investigating the impact of five dimensions of SCM practices on delivery dependability, an attribute that influence customer satisfaction

PCI-2014, Athens, Oct Digital dimension of SCM Digital SCM : the integration of business processes is implemented through IT on the Internet platform Digital vs traditional SCM : supply chain partners are integrated via information flows rather than ownwership Enterprise Resource Planning (ERP) systems are Inter-organizational information systems that are employed to integrate business processes, by organizing, codifying and standardizing business processes and data. Customer Relationship Management (CRM) systems, are employed to manage the relationships between the organization and its customers.

PCI-2014, Athens, Oct Questionnaire design and Sampling The field research was conducted in 2013 A structured questionnaire based on existing scales on SCM literature Aim to test the impact of several SCM practices on delivery dependability, in a cross-sectional sample of firms at the region of Central Greece final sample: 47 manufacturing SMEs with 10 to 250 employees

PCI-2014, Athens, Oct t-test analysis and correlation analysis MeanStd. DeviationMean difference (t- test) Pearson Correlation strategic supplier partnership (SSP) ***.287* customer relationship (CR) ***.425*** information sharing (IS) ***.410*** information quality (IQ) ***.488** internal lean practices (ILP) ***.444*** delivery dependability (DD) ***-

PCI-2014, Athens, Oct Discussion All types of SCM practices proved to exert a significant effect on delivery outcomes Our results illuminate the important role of the effective implementation of practices fostering supply chain partners’ coordination and cooperation and subsequently leading to increased organizational performance information quality practices reflecting the accuracy, timeliness, adequacy, and credibility of information exchanged, and information sharing methods boosting effective communication provide the necessary foundation for the backward coordination of information technology and the forward coordination of the physical flow of deliveries internal integration guided by internal lean practices is a crucial success factor

PCI-2014, Athens, Oct Conclusions Supply Chain Management (SCM) has to deal with increased customer demands and global competition at the same time. All types of SCM practices proved to exert a significant effect on delivery dependability For the future:  our conceptual framework can be replicated in other regions of Greece, in order to compare our findings with these of the current research.  the impact of contextual factors such as business environment, on the link between SCM practices and competitive advantage should be explored.

PCI-2014, Athens, Oct Thank you Contact details Catherine C. Marinagi, Department of Logistics Technological Educational Institution of Central Greece GR-32200, Thiva, Greece