Purpose – Today's customer‐focused paradigm of business environment puts tremendous pressures of quality, delivery, dependability, flexibility and cost on the manufacturing organisation. Automatic manufacturing systems offer several advantages and are increasingly being adopted as a strategy...

Purpose – The purpose of this paper is to propose an integrated supply chain performance measurement framework for the case of small and medium scale enterprises (SMEs) using set of qualitative and quantitative insights gained during the case study research. Design/methodology/approach –...

Purpose – The purpose of this paper is to highlight the importance of the concept of service quality in a supply chain and present a framework for its measurement. Design/methodology/approach – A literature review was conducted on key service quality models and measurement issues. Various...

Purpose – The objective of this paper is to propose a model for assessing the quality of service at various interfaces of supply chain using third party logistics. Design/methodology/approach – Based on a rich combination of extensive literature review and insights gained through exploratory...

Purpose – A number of approaches have been suggested in the literature for maintenance performance measurement, including use of the balanced scorecard (BSC). However, its application towards assessing maintenance contribution to business objectives is limited. Currently, a framework...

Purpose – The purpose of this paper is to propose an integrated qualitative and quantitative approach to the development of a balanced scorecard (BSC) for a real life case company KVIC (Khadi and Village Industries Commission, organic food sector, India). Design/methodology/approach – In...