Digitalisation of supply chain management system for customer quality service improvement

Eduard Shevtshenko, Rene Maas, Lea Murumaa, Tatyana Karaulova, Ibrahim Oluwole Raji, Janek Popell

Research output: Contribution to journalArticlepeer-review

2 Citations (Scopus)


The main idea of the current research is to apply customer satisfaction level Key Performance Indicators (KPIs) for supply chain reliability improvement. The Supply Chain Operations Reference (SCOR) model-based KPI metrics increase the quality of product/service by monitoring, visualising, and digitalising directly involved processes. In the long run, the solution will ultimately help reduce/eliminate the number of customer reclamations in the supply chain. An industry-oriented performance measurement model based on SCOR can be easily adapted for different sectors. The approach proposed in the current research is based on identifying key factors of supply chain performance of the SCOR model connected with the predictive and diagnostic capability of Bayesian Believe Networks. The difference in performance can be reached via applying the best practices to processes, affecting the performance on a larger scale.

Original languageEnglish
Pages (from-to)78-90
Number of pages13
JournalJournal of Machine Engineering
Issue number3
Publication statusPublished - 5 Apr 2022
Externally publishedYes


  • customer service quality
  • digitalisation
  • performance
  • reliability


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