تاثير انتخاب تامين‌كننده بر ميزان سوددهي و رضايت‌مندي مشتريان در يك واحد توليدي با استفاده از رويكرد سيستم‌هاي ديناميكي

The Impact of Supplier Selection on Profitability and Customer Satisfaction in a Production Unit: System Dynamics Approach

اساسي ترين فعاليت در ميان فعاليت هاي متعدد يك زنجيره‌ي تامين، فرايند خريد و اساسي‌ترين تصميم در مرحله‌ي مديريت خريد، انتخاب تامين‌كننده است. تاثير فرايند انتخاب تامين‌كننده‌ي شايسته بر عملكرد سازمان به‌عنوان يك وظيفه‌ي حياتي امري است غير قابل انكار كه طي ساليان اخير همواره مطرح بوده است. در اين مقاله به‌منظور بررسي تاثير انتخاب تامين‌كننده بر ميزان سود دهي و رضايت‌مندي مشتريان در يك واحد توليدي از روش تجزيه و تحليل ديناميكي استفاده شده است. معيارهاي مورد توجه در ارزيابي تامين‌كنندگان در اين مدل مبتني بر سه فاكتور هزينه، كيفيت و زمان تحويل تامين‌كننده است كه به‌عنوان ورودي‌هاي مدل در نظر گرفته شده‌اند. مدل به‌گونه‌يي ارايه شده كه بتواند تاثير فاكتورهاي ناشي از تامين‌كننده را بر عوامل مختلف توليد در يك واحد توليدي نشان دهد. نتايج شبيه‌سازي مدل در راستاي انتخاب سياست مناسب پس از اعتبارسنجي، به‌كمك نرم‌‌افزار Vensim مورد بررسي قرار گرفته‌ است.

The purchasing process is the most important activity in a supply chain. Supplier selection is the basic decision in purchasing process management. The impact of qualified suppliers on the performance of an organization is undeniably vital. These days, various approaches have been studied for selecting the best supplier as an important factor in supply chain management. This paper employs a system dynamics approach for determining the impact of supplier selection on profitability and customer satisfaction. The criterion for evaluating suppliers in the current model is based upon three factors; cost, quality and delivery time. In this model, the supplier delivers raw material with a specified quality, cost and delivery time. The level of raw material is determined according to the manufacturerʹs orders, and based upon demand forecasts. Demands can be determined using demand forecasts from customer satisfaction and prior sales. Shipment cost is treated as a factor that will affect manufacturing cost and lead to changes in price, revenue, customer satisfaction, and producer profit. The quality of raw material is considered as a cost that is effective on the performance of the production process, and this is a factor affecting the quality of the final product and the raw material received. This factor can affect the number of defective items produced and production operation. It may lead to changes in customer satisfaction too. Delivery time from the supplier of raw material can impact customer satisfaction, due to changing customer waiting time for goods, in general. This paper is an attempt to help decision makers in using a system dynamics approach and its powerful computer simulation tool, enabling him/her to choose appropriate suppliers based upon customer satisfaction, profit levels and etc. For this purpose, the authors develop causal loop diagrams (CLD), in which dynamic relations are presented, and stock and flow diagrams (SFD) for quantitative simulation are demonstrated. The simulation results show that system dynamics can explain dynamic relationships for accessing the impact of supplier selection on profitability and customer satisfaction.