Assignment OM(2)

8/9/2019 Assignment OM(2)

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Table of Contents

TITLE PAGE

Question a)

Title of Contents............................................................................................................ ...........1

Introduction............................................................................................... ...............................2

1. Quality control in manufacturing................................................................................. 3a) Toyota, leader of quality production........................................................................ 4

b) Methods of determining the level of quality............................... .............................4

c) Quality control of production in the Toyota............................. ................................5

2. Quality control in service domain..6

a) High quality of the German public health service................................................... 6

b) "Best service - this is his absence............................................. ............................. 8

3. Measurement of quality................................................................. ............................. .8

Conclusion.................................................................................................. .............................10

Reference................................................................................................... ..............................11

Question b)

Introduction................................................................................................................. ............11

1. Supply Chain Management............................................... ..........................................122. Problems of supply chain management and their solutions...................................... ..123. Information systems used in the SCM......................................... ...............................144. The essence of RFID technology................................................. ...............................165. Use of RFID in the supply chain.................................................. ...............................166. Information Technology in SCM in the company of Wal-Mart................................. 18

Conclusion............................................................................................................................. ..19

Reference.............................................. ....................................................... ............................20


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Question a)

Quality is deemed to be an essential to organization like GE and Citibank, in term of both

service and product quality. Explain with examples how do the dimensions of service quality

differ from those of product quality and why is measuring service quality so difficult?

Introduction

It is clear that today any company in any industry meet with tremendous pressure of

competition. This increasing rivalry cause new requirements for the quality of products and

services. In this fashion top-management of each company should consider about measuring,

monitoring and managing the level of such important factor. Another force that makes quality

control so important that producing products and services in companies like GE and Citibank

consist of multiple components and stages required to finish the final product or service. Thusit is rather usual thing when output from one stage becomes the input to the subsequent stage

(Jun & Zhou, 2008). These issues are acceptable for both domains: manufacturing and

services. But in a more narrow view on operations and final outputs of these two spheres of

economical activities there could be disclosed some differences in quality management.

In this paper I will try to show over mentioned differences and reflect their nature on

the examples of Toyota Company and healthcare in Germany.


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1. Quality control in manufacturingQuality control could be divided into three types: input control, control of

intermediate product and control of final product (see figure 1).

Figure 1.

Input control is the process of checking the quality of raw and auxiliary materials

aimed for the production. Continual control of the quality of supplied raw materials allowseliminate risks of spoilage in production from the beginning and at once affects the suppliers

of raw materials to permanently control of their products.

Quality control of intermediate product covers the entire workflow. This kind of

control is sometimes referred to as technological, or current. The purpose of inter-operation

control is the verification of compliance with the technological regimes, rules of storage and

packaging of products between operations.

Output control is the final control of finished products. The purpose of output control

- establishing that the quality of finished products requirements of standards or specifications,the identification of possible defects. If all conditions are met, the supply of goods allowed.

A special type of control is the testing of finished product. Test - the definition or

study of one or more characteristics of the product under the influence of the set of physical,

chemical, natural or operational factors and conditions. Depending on the objectives the

following main types of tests are recognized:

- Preliminary tests - tests of prototypes to determine the possibility of acceptance tests;- Acceptance testing - testing of prototypes to determine the feasibility of their

implementation in production;

- Periodic tests - tests that are carried out 1 time in 3-5 years to test the stability ofproduction technology;

- Model tests - tests of serial production after making significant changes in design ortechnology.

Raw

material

Intermediate

product

Final

product

CustomerQC QC QC


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As a conclusion of this part we can say that quality control in manufacturing goes

through the whole process of producing goods. Only after many tests it could be offered to

the customer for consumption. But the most important point for this research that in

manufacturing final product could be considered as a final product without any participation

of final consumer. I will try to open the topic on the example of control quality management

in the Toyota Company.

a) Toyota, leader of quality productionToyota is constantly improving the quality of its products and services. The most

important policies for the management of the company are: "thorough quality control" and

"maintain and improve quality." This policy, as the main objective should be followed at all

levels of management and production.

Over the past decade, the Japanese have successfully used qualitative methods and

strategies. It was a successful way to become a leading country in production of various

electronics, automobiles and other products. The last sixty years Japan has been very good at

producing high quality goods, and but still the quality level is improving. Many U.S.

companies are using Japanese equipment and products, because they appreciate it.

Toyota-is the largest multinational corporation, the world's largest automaker, with

headquarters in Japan. We see success as an example of the level of quality on the example of

automobile industry. Toyota Company for design and quality of the Lexus brand took theexample of some of the leading automobile manufacturers in the world, such as Mercedes,

Jaguar and BMW. It was a great idea to make a luxury car from their point of view. The chief

engineer decided that they can get better quality, design, characteristics, with different

models of luxury. They made a very popular and best-selling car in the world. After some

research, Toyota has made improvements to 11 parameters. At the end, they found a more

perfect result than other cars in the luxury level. It was like total weight, fuel-efficient

engines and safety technology damper.

b) Methods of determining the level of quality

They started to use method to determine the level of quality of the new car in the first 90

days of use. The purpose of information to meet with more than 80 000 customers and

tenants in the 2009 model cars. Research has 228 reasons to 8 main divisions: the driving


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experience, front, character/control/display, audio/entertainment/navigation, climate control,

seats, engine, transmission and interior. To assess the quality they use a special system called

"problems per 100 vehicles Auto" (PP100). Low level of PP100 shows good quality, high

level of PP100 result of low quality. It shows the quality management as the main instrument

of production. But the whole industry showed IMPROVED, for example, reduced quantity of

problems with 118 in 2008 to 108 in 2009 for every 100 vehicles.

c) Quality control of production in the Toyota

Quality control of production at Toyota plants is a particular philosophy. Here, quality

control differs from the European system of control. If in Europe the factories quality

vehicles checked at the end of the assembly, then in Japan this quality control is carried out at

each stage of the production process. "It is better to prevent the emergence of defect and fix it

at the beginning of production, than after spending time and money," - says Quality

Assurance Manager of the company (T. Ishikawa, 2004).

The high quality of Toyota products, the result of the skilful integration of robots and

labour rights. But the high level of automation plays a huge role. Here is a system of mutual

control the quality of robots and vice versa. For example, in factories Toyota has a special

automatic device, which does not allow defect. If an employee makes a mistake in the work,

the robot locks the production process until the problem is fixed.

In the competition, the company Toyota has raised the level of consciousness and

skills of all staff. Product quality begins with the preparation. The company pays great

attention to staff training.

In Japanese, there is the concept - "Kaizen", which means "continuous improvement".

"Yes, our cars are good, but we should make them even better" - says managing director

I.Yoshimasa.

Finally, in this chapter on the example of Toyota, we clearly see that the level ofproduct quality can be measured in the production process, before the goods will be delivered

to the consumer. Toyota - the worldwide legislator of the high quality.


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2. Quality control in service domainRate the quality of services is much more complicated than the quality of goods.

Because customer here not only the consumer of service but also the participant of service

providing.

A typical difference service quality measuring is the fact that many processes are not

well-defined or standardized. For example, if you ask several underwriters how they decide

whether to approve an insurance application, they may have trouble agreeing on a specific set

of steps in this decision-making process. They will all likely look at the same data but may

not do so in exactly the same way. A similar situation might occur if you asked several

surgeons how they decide whether a patient needs back surgery. The lack of a common

decision-making process is one reason most managed health care plans require a second, and

perhaps third, opinion prior to major surgery. The point is not to criticize underwriters orsurgeons as there are many other examples. Rather, the point is that many important service

processes have not been well-defined and standardized (Snee & Hoerl 2009). So we can say

that process of rendering services not so clearly visualized as manufacturing process. To

illustrate this statement we can look trough the German healthcare system.

a) High service of the German health care as a result of the quality of medicalservices

Germany medicine has made great strides in the development of quality measurement

in hospitals and basic medical insurance system. Germany medicine has made great strides in

the development of measuring quality of care in hospitals and a leader in the management of

medical quality.

Over the past ten years, as the measurement, control and monitoring of Germanic

clinics have been significant changes. This includes a number of measures, including through

national benchmarking figures 194 exercises. Through a more careful coordination of

diagnostic procedures, as well as demographic data developed two tools: Measuring quality

with the supplier, determines the level of use of administrative data, as well as long-term

results of measurements with the use of administrative data for each level of the payer. The

final result of each level has its advantages and disadvantages (R. Buss, 2007).


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In the German health system, compulsory medical health insurance is an important

element. Obligate membership in one of the 200 Germanic "sickness funds " is mandatory for

all segments of the population (the unemployed, pensioners, farmers, artists and students).

Contributions can be set as a percentage of income. 86% of the population are members of

the SHI. In the SHI system includes the following subjects: (1) the federal association health

insurance funds, central organization formed in 2008. (2) The Federal Chamber of

Physicians, are responsible for qualified professionals. (3) Federal Association of Physicians

SHI, of all physicians associated with the health insurance fund. (40) German hospital

association of state revenue and non-profit clinics. (5) The omnibus committee, the supreme

body shall decide SHI system and responsible for quality standards for medical services. (6)

Institute for the quality and effectiveness of aid dressings, focuses on the collection of

scientific reports, statements and opinions on the effectiveness and quality of service. (7) The

Federal Office forQuality Assurance, focuses on measuring the quality of hospitals.

In medicine, ways of assessing quality were reasons based on the data collection

processes established for specific diseases or procedures. Since 1970 the German system of

quality assurance in medicine accumulated experience.

In this study, I use Germany as a state entity, the system of healthcare as an object.

BQS organization responsible for determining the procedures or diseases. They are the

subject of measures to improve the quality, the definition of the relevant data for the sampling

and quality indicators derived from these data. In 2007, the BQS published data, which

determine the quality of the information collected as 26 modules with 194 figures. For

example-hip replacement, cholecystectomy, some types of heart surgery or pacemaker

implantation, some based on diagnosis-community-acquired pneumonia. This is the world's

largest system of quality control. All this complicated health care system in Germany aims to

increase the quality of care. Processes that use was not running not for obtaining information

about hospitals and doctors for determining their position on the standard treatment

processes. Given the time scale of the development process in the scientific world is seen as

"measuring the quality of" first generation. Pluses of this process is that doctors can identify

any measure of quality, since all information is collected and doctors in a position to examine

the results of the procedure in the processes that use data collection. Disadvantages of the

process is the overflow of excess data, inaccurate information in order to conceal the level of

quality.


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b) "Best service - this is his absenceIn the process of studying the materials, I stumbled on the concept of "best service -

this is his absence" (Price & Jeff, 2009). At first glance, these words are contrary to all

allegations. But here the zest that the problem must be sought in the opposite direction. The

concept of interpretation as to release clients from treatment in our service department, how

to make customers happy, while controlling costs. For example, if you receive the pleasure, if

you need to solve the problem, and we should call the bank! The concept says that

management should be adjusted so that the client does not need to contact the service centre,

since no problems. The basis of all - is high quality with the original.

3.

Measu

rement of qu

ality

Assessment of quality of services includes the following steps:

1. Forming a list of indicators of quality of services. The main indicators of the qualityof generalized services are: (1) reliability - implementation services just in time;

(2) accessibility, willingness of staff to help the customer, speed of execution services

at a convenient time for the customer, continuous fulfilment of orders;

(3) competence - possession of personnel service company the necessary knowledge

and skills; (4) Understanding - a sincere interest to the buyer, the knowledge of itsneeds, the flexibility of order fulfilment services.; (5) tangibility - is the physical

environment, which provides services (interior firms, equipment, information

materials, appearance of personnel, etc.).

2. Determining the relative importance of each indicator for the formation of a commonassessment of the level of quality services and give them the appropriate coefficients.

The most important indicator is usually a reliable service. Next come the responsiveness,

competence, understanding, tangibility. However, the relative importance of individual

parameters can vary in each situation.

The main difficulty in assessing the quality of services lies in the fact that most of the

parameters cannot be measured quantitatively. For example, competence, understanding,

tangibility.


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To create a system of quality services use different methods. One alternative use of

quantitative indicators to describe the quality of service is shown below.

One of the fastest growing methods of measuring the quality of service is Mystery

Shopping. This measurement tool successfully used by retail chains, banks, hotels, car

dealerships, airlines, movie theatres, private clinics, amusement parks and etc. Retailers

estimate that Mystery Shopping is cheaper and 5 times more efficient than other methods

(D. Ryabykh, 2003).


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Conclusion

Overall, the quality of service and quality products is essential as a whole, not

separate. We investigated that the only path to success of small businesses or large

Multinational Corporation is the best service, quality products, integration. The last decade

businesses have some experience in research customers to learn what they need as they need,

and how we can do it. Only within these three issues, which we can find the major part of my

research. These aspects of quality service and product quality, the example of Toyota and

German health system.

"Quality, not quantity - that's my measure" (D. Dzherrld). One of my considerations,

the fundamentals of business, success, and growth is the quality of service and products.

However, each company has its own ways of achieving the desired results. And if at least

cost, in the shortest time achieved a high level of quality, this is a business success!


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Question b)

Discussion about implementing supply chain management (SCM) initiatives tends to focus

upon information technology (IT) solutions-sometimes to the exclusion of other

considerations. IT providers and the consultants who help facilitate their solutions often lead

people to believe that technology is the critical enabler in realising the abundant benefits of

supply chain management implementation. How true is this statement? Discuss and provide

examples where appropriate.

Introduction

To date, one of the vulnerable links in the company is supply chain management (SCM).

In a competitive environment companies need to address this complex tasks associated with

managing the supply chain. And that is: to reduce the cost of transportation and distribution,

optimizing prices, reduced stocks are not tradable goods and reducing the costs of storage. In

view of the requirements of modern market offer large companies pay attention to the SCM-

solutions. In the study, we consider the system for supply chain management as one segment

of information technology based on RFID. Characterize the companies used information

technology to solve existing problems. Identify areas of supply chain management, where

companies can use RFID technology.


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1. Supply Chain ManagementSupply chain diagram reflects the relationship of organizations at different levels. To

date, no organization is able to control the entire supply chain, from extraction of raw

materials to selling finished products to the end consumer. A surprising number of

organizations involved in it as partners, where this cycle is divided into various stages. Supply

chain management - is one of tools optimize production processes, marketing. It consists of

the production, marketing, logistics, warehousing management, delivery of goods and

services to customers, and management of all processes. And also serves as the organization

of interaction processes that use of participants: company divisions, suppliers, resellers and

clients.

Supply chain can be divided as two functions: physical and mediation. Physical - the

materials are transformed into parts and components into finished products. Mediation - to

market in time comes to what consumers want (M. Ramzaev, 2002).

Supply Chain Management with concentration on the following major areas:

production, supply, location, inventory, transportation, information. On the basis of all thanks

to the coordination of the following: the formation of logistics infrastructure, transportation,

information exchange, warehousing, inventory management, materials handling and

packaging efficiency is achieved in the logistics chain.

It is these companies usually use those information systems that allow for enterpriseresource planning (MRP). The software used for these purposes, you can manage orders,

production and supply. Thus, to reduce inventories throughout the supply chain and increase

production efficiency. The most important in such cases, the information - is information

about the events just in the supply chain, which enables suppliers, manufacturers and sellers

to coordinate their actions in order to meet the foreseeable demand at the lowest possible

costs.

2. Problems of supply chain management and their solutions

Currently, producers are concerned about the issue of how to improve flexibility and

efficiency of their supply chains. One of the main challenges in managing the supply chain is

due to the following reasons: the optimal inventory management and transport issues. Not

thoughtful inventory management can lead to shortages of goods or damage in connection


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with the downtime. In the transport industry sales activity outstripping the ability of carriers.

All this is due to the lack of folded data collection and analysis or information. But

information management as a problem of supply chain management is an important task.

Hence come two areas - information and knowledge about what to do with it.

Important role in supply chain management is to achieve maximum accuracy. Despite

advances in information technology, most of the processes occurring inside the chain require

human intervention. By these processes, we can include: managing the remnants of a

warehouse for perishable goods, tracking of controlled goods, the implementation of

individual requirements of retailers.

The problem of production costs, losses and defects. About 20% of production declined

due to deterioration in supply chains. Global losses associated with damage to the goods

create a compelling cost $ 60 billion.

According to research Eyefortransport 97% of companies surveyed said that to solve

the problem in supply chain management, their companies are going to introduce advanced

technology. (Figure 1)

(Figure 1) Means of overcoming problems in the supply chain.

Drawing from the study Eyefortransport, 06.2005, (http://www.rfid-news.ru)

According to the survey was to identify the need for IMPROVED supply chain

management to improve technology, to create a common information space, to increase the

level of confidence at the level of carriers.

New technologies include tools such as RFID, TMS, and WMS. At the conclusion of

44%37%

42%

18% 18%

97%

85% 82%

66%57%

3%

15% 18%

34%

43%

0%

20%

40%

60%

80%

100%

120%

IMPROVEDtechnology

Creating a commoninformation space

IMPROVEDrelationship with

freight forwarders

New ports and routes Outsourcing of supplychain management

Very important Topic al i rre le vant


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the chapter focus attention on the fact that in the modern world to address global issues of

optimization of supply of goods on time, minimizing the damages and costs, saving time and

resources are being introduced increasingly sophisticated information technology.

2. Information systems used in the SCM

There are two groups of information systems that are used for supply chain

management: a system for strategic and tactical planning (SCP) and the system for

performance management in real time (SCE) (Figure 2).

(Figure 2), Information systems in SCM

Information systems strategic and tactical

planning

(Supply Chain Planning)

Information system performance

management in real-time

(Supply Chain Execution)

1. IT extended planning and schedules(Advanced Planning and Scheduling)

1. Systems for warehouse management,technology, bar-coding (Warehousing

Management Systems)

2. IT joint forecasts 2. Systems for warehouse management,technology, bar-coding (Warehousing

Management Systems)

3. IT strategic planning structure of thesupply chain

3. Systems for management of orders(Order Management Systems)

4. MES-system (ManufacturingExecution System)

Composed on the basis of research Turchin, 23.10.2001

The first subgroup consists of the APS-system, based on information on demand

forecasts, stock levels, and delivery times, on relative trading partners to develop time

schedules for the replenishment of all nodes in the supply chain, the formation of the

requirement for production and transportation of essential goods. APS-system allows reacting

promptly when you change this information. So when you receive new orders it is possible to

quickly learn them to carry out the production and transportation.


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Systems for the joint development of projections oriented partnership supplier and

buyer for exchange of information. The basis of this system - standard collaborative planning,

forecasting and replenishment.

In the subgroup of SCE - identified three types of systems software products.

Warehouse management system allows (WMS) to control the filling of storage space, define

rules for sorting, packing and storage of goods, to assess the status of stocks in real time. The

concept of WMS - understood as the hardware of Software, it allows you to effectively

manage the goods at the warehouse, optimize routes for cargo-handling equipment.

From the material we understand that these information technologies allow managers to

monitor the process and improve the management and control of problematic situations. This

system allows a mistake to place the goods and unacceptable misuse of acquisition order. The

entire process is carried out by means of radio and mobile computers. Executing the job the

employee confirms scan the barcode label. They marked all the places of storage and

received at the warehouse goods.

Bar-coding is one of the most successful examples of introducing the world of

automatic identification. Each type of product is assigned a separate number. Based on these

numbers is identified by type of goods, the party changed, and collect other necessary data.

System for transport management (TMS) can generate an optimal plan for the

transportation of goods and materials, to prepare an optimal scheme of loading vehicles and

tracking of goods in transit.

Order Management Systems - OMS, helps the buyer to form an order in view of its

individual requirements. Sometimes the OMS system transmits information to the APS-

system for the estimation of the order. Manufacturing Execution System, allows you to

monitor the status of orders in production.

In concluding this chapter, we note that at the dawn of the century consumption,

companies are looking for ways to improve the quality of care, reduce costs, optimize

workflow. It uses advanced innovations in information technology. More and more vendors

offer solutions for supply chain management based on the Web and more companies are

actively using the Internet in their work. Without them, the development of processes that use

would look bleak.


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4. The essence of RFID technology

As has been said the most common method of using information technology in supply

chains is a bar-coding. Perhaps soon one of the newest developments in information

technologies, particularly radio frequency identification (RFID) will completely replace bar

codes.

RFID - this technology uses radio waves to automatically identify physical objects. It

allows non-contact input and retrieval of data from the chips at a distance and without direct

line of sight. To implement the technology used in RFID-system, this hardware-software

complex, consists of the following components:

Tags

Reed

System of a host computer and software

RFID technology allows the identification of several thousands of labels per second.

Reading the information from the tags, perhaps as the place of its location, and in the process

of motion tags by the reader.

In itself, fixing labels on objects into account, whether books or products in stock, could

not solve the problem of recording and tracking. In order to built an RFID system to

effectively carry out its tasks, it should be organically integrated with the accounting system.

Only if the user program will fully support the functions provided by the system, RFID, users

will be able to get the maximum profit from the introduction.

5. Use of RFID in the supply chain

With help of RFID technology, we can track goods at every stage of the supply chain:

during production, transportation, storage at the time of processing and at the time of sale.

The entire staff and all office equipment company that provides distribution processes, is also

under the control of the radio frequency. Some of the reporting company partners have the

user access. With this information, make their management decisions. Figure 3 shows what

problems can be solved by using RFID technology in various stages of the supply chain.


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(Fi

u

3) T

u

of RFID i

the su

l

chai

.

Based on: RFID.Enabling Next Generation

u

l Chain Today

As we see from t e pi t re by usi t is i ovation in t e fiel of supply chain

management in step with the development can save time during installation and track parts,

as well as automate the process. In retail addressed the issue of the shortcomings on the

shelves and theft. In this case, the store is able to control the availability of goods on sale.

Keep track of and quickly regulate the supply-demand. Thus, the companies Wal-Mart,

Metro and ainsbury R IT actively use technology. For example, ainsbury weekly to check

the shelflife of 225 thousand packages of food.

In addition, the use ofRFID-technology will greatly accelerate the process of customer

service. And itleads to an increase in the level of quality service.

In conclusion of this chapter, I want to justify my choice of RFID technology in this

work. This technology is completely new tool in the management of supply chains, which

solves many problems and makes it easierto controlthe whole line. RFID is a promising tool


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for the development of information technology in supply chain management.

6.Information Technology in SCM in the company of Wal-Mart

The director of information services in Mattel Company J. Ekrot said: "Becoming a

supplier company Wal-Mart - not a simple happiness. On the one hand, while we have

phenomenal sales channel, and with another - the client, who is very hard work. After all, it

requires only an excellent quality ". Company Wal-Mart Stores has invested significant

money in advanced technology for data collection and organization of control, built the

World's Largest in the world system of supply chain management. "Perhaps, Wal-Mart - the

best manager of supply chains in the history of their existence", - said the director at AMR

Research P. Abella.

Information technologies have a tremendous impact on various spheres of life, and to

provide modern business is impossible without information technology, like a car without

wheels (L. Gruzdeva, 2005).


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Conclusion

Current state of the logistics system is such that companies are very difficult to compete

on price factor. In such circumstances, the success of achieving the company can provide the

best service. From this arise the question of optimizing inventory management and supply

chain. There are also many problems associated with the promotion of goods of goods from

producer to consumer in the supply chain. And here the main effective tool for information

technology. In this paper, we considered an acceptable field of SCM and analyzed ways to

solve them through information technology. As an example, I took as a basis technology for

RFID. According to the study, RFID has a great future. Now the paper flow largely replaced

by computer networks and it significantly reduces the costs associated with the movement of

information. But to enter information into a computer, requires manual labour and time.

Today this function is performed by RFID.

In order to prove that the technology ofRFID is one of the best options for supply chain

management, I gave examples. In the projects on creation of RFID-technology is now

actively participating retail chains Metro and Wal-Mart. In RFID-technology has a great

future.


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Reference

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2. John Pike & Richard Barnes (1996), 2nd edition, TQM IN ACTION, UK, viewed 4November 2009,

3. Vincent K. Omachonu and Joel E. Ross (2004), Principles of Total Quality, US,viewed 13November 2009,

4. By Ilya Leybovich (November 10, 2009), The Quality Imperative, viewed 10November 2009,

5. Quality in manufacturing and service, viewed 12 November 2009,

6. ASSESSING INTERNAL SERVICE BY MEASURING QUALITY DIMENSIONSIN A MANUFACTURING COMPANY, 3rd edition, International Conference on

Production Research - Americas Region 2006 (ICPR-AM06), viewed 5 November

2009,

7. Michael E. Milakovich (2006), Improving Service Quality in the Global Economy,US, viewed 11 November 2009,

8. Jianjun Shi and Shiyu Zhou (April 2009), Quality control and improvement formultistage systems: A survey, viewed 2 November 2009,

9. Reinhard Buss(27-29 May 2008), Measuring, Monitoring, And Managing Quality InGermany's Hospitals, Berlin, viewed 11 November 2009,

10.Vikram kuamr, Look For The Best Quality Toyota Parking Sensor Available WithParkingdynamics, viewed 5 November 2009,


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11. Bill Price and David Jeff (26.02.2009), Why the best service - a complete absence ofsuch material, viewed 11 November 2009,

12. John T. Mentzer (2004), Fundamentals of Supply Chain Management, viewed1November 2009,

13. Michel Hugos (2006), Essential ofSupply Chain Management, 2nd edition, viewed 13November 2009, http://books.google.com

14.Rohita Kumar Mishra (2004), Department of Business Administration, SambalpurUniversity, Role of Information Technology in Supply Chain Management, viewed

4November 2009,

15.Judith M. Maerson (2007), RFID n The Supply Chain, USA, viewed 8 November2009, http://books.google.com

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17.Narasimhan, Ram, Kim, Soo Wook (2001), Journal of Business Logistics, Informationsystem utilization strategy for supply chain integration, viewed 9 November 2009,

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