Dissertation: Analysis and study of the scor model to represent the supply chain and its integration with CRM and SRM systems

Abstract

Consulta en la Biblioteca ETSI Industriales(9145)

[EN] The study of the supply chain is becoming complex, consumer needs are changing, activities are being outsourced and costs reduced, quality increased and new markets appearing. Customer relationship management (CRM), Suppliers Relationship Management (SRM) and the Supply Chain Operations Reference (SCOR) model are studied in this work as tools to manage the supply chain in the hope of obtaining benefits due to the synergies between these models. CRM has become a reference in the industry as the companies need to face their customer needs and satisfy them but nowadays it is not enough. Customers are the beginning and the end of the supply chain but more processes are involved between them, SRM plays an important role in managing the relationships with the suppliers whilst SCOR identify the processes and measures that allow the company to benchmark and find solutions to improve its results. A qualitative analysis shows that nowadays CRM is common in the industry but SRM and SCOR models are not known by the major part of the industry. However the same analysis finds that the companies are using tools from both SRM and SCOR. That includes some effects. First companies are moving through improving the supply chain and not only their own operations. Secondly SRM and SCOR models could be applied easily as the companies due to they are using similar approaches. In addition companies are adopting information technologies to adapt their business and get a platform to manage the supply chain state. Although the SCOR model can improve the results from SRM or CRM is soon to see the SCOR model implemented in the Irish companies.