Archive




Volume 4, Issue 2, April 2016, Page: 43-49
Connection Between the Number of Complaints About Welding Suppliers and End Product Quality: The Case of Customized Welding Production
Jenni Toivanen, Mechanical Engineering, Lappeenranta University of Technology, Lappeenranta, Finland
Harri Eskelinen, Mechanical Engineering, Lappeenranta University of Technology, Lappeenranta, Finland
Paul Kah, Mechanical Engineering, Lappeenranta University of Technology, Lappeenranta, Finland
Jukka Martikainen, Mechanical Engineering, Lappeenranta University of Technology, Lappeenranta, Finland
Received: Feb. 5, 2016;       Accepted: Feb. 16, 2016;       Published: Mar. 9, 2016
DOI: 10.11648/j.ijmea.20160402.12      View  4500      Downloads  164
Abstract
Although undesirable, manufacturing defects leading to complaints are almost inevitable in the production of manufactured products, and consideration of manufacturing quality is therefore an essential aspect of management of supply chains with multiple suppliers. This study evaluates the relationship between complaints about the end product and welding production in a multiple supplier chain. In the studied case, it was noticed that there is potential for improved welding production management by suppliers to increase profitability by decreasing the number of welding defects that cause complaints. This study shows one approach to analysis of the relation between complaints in the supply chain and their effect on the end product.
Keywords
Welding Production, Welding Suppliers, Complaints, Welding Quality, Productivity Improvement, Empirical Study
To cite this article
Jenni Toivanen, Harri Eskelinen, Paul Kah, Jukka Martikainen, Connection Between the Number of Complaints About Welding Suppliers and End Product Quality: The Case of Customized Welding Production, International Journal of Mechanical Engineering and Applications. Vol. 4, No. 2, 2016, pp. 43-49. doi: 10.11648/j.ijmea.20160402.12
Copyright
Copyright © 2016 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Reference
[1]
S. T. Foster Jr. and J. Ogden. On differences in how operations and supply chain managers approach quality management, International Journal of Production Research, Vol 46 (24), 2008, pp. 6945–6961. doi: 10.1080/00207540802010815.
[2]
S. T. Foster Jr., S. T., C. Wallin and J. Ogden. Towards a better understanding of supply chain quality management practices, International Journal of Production Research, Vol 49 (8), 2011, pp. 2285–2300. doi: 10.1080/00207541003733791.
[3]
R. Schmitt and A. Linder. Technical complaint management as a lever for product and process improvement, CIRP Annals - Manufacturing Technology, Vol. 62 (1), 2013, pp. 435–438. doi: 10.1016/j.cirp.2013.03.040.
[4]
M. Srinivasan, D. Mukherjee and A. S. Gaur. Buyer–supplier partnership quality and supply chain performance: Moderating role of risks, and environmental uncertainty, European Management Journal, Vol. 29 (4), 2011, pp. 260–271. doi: 10.1016/j.emj.2011.02.004.
[5]
L. J. Zeballos, M. I. Gomes, A. P. Barbosa-Povoa and A. Q. Novais. Addressing the uncertain quality and quantity of returns in closed-loop supply chains, Computers and Chemical Engineering, Vol. 47, 2012, pp. 237–247. doi: 10.1016/j.compchemeng.2012.06.034.
[6]
G. Xie, W. Yue, S. Wang and K. K. Lai, Quality investment and price decision in a risk-averse supply chain, European Journal of Operational Research, vol. 214, 2011, pp. 403–410. doi: 10.1016/j.ejor.2011.04.036.
[7]
K. K. Castillo-Villar, N. R. Smith and J. L. Simonton, The impact of the cost of quality on serial supply‐chain network design, International Journal of Production Research, vol. 50, 2012, pp. 5544–5566. doi: 10.1080/00207543.2011.649802.
[8]
W. Wang, R. D. Plante and J. Tang, Minimum cost allocation of quality improvement targets under sup-plier process disruption, European Journal of Operational Research, vol 228, 2013, pp. 388–396. doi: 10.1016/j.ejor.2013.01.048.
[9]
B. Ivens and C. Pardo, Are key account relationships different? Empirical results on supplier strategies and customer reactions, Industrial Marketing Management, vol. 36 (4), 2007, pp. 470-482. doi: 10.1016/j.indmarman.2005.12.007.
[10]
R. Xiao, Z. Cai and X. Zhang, A Production Optimization Model of Supply-driven Chain with Quality Uncertainty, Journal of Systems Science and Systems Engineering, vol. 21 (2), 2012, pp. 144–160. doi: 10.1007/s11518-011-5184-8.
[11]
T. Garín-Muñoz, T. Pérez-Amaral, C. Gijón and R. López, Consumer complaint behavior in telecommunications: The case of mobile phone users in Spain, Telecommunications Policy, 2015. doi: 10.1016/j.telpol.2015.05.002i.
[12]
P-W Dong and Y-Q Huang, Research of Customer Complaints and Service Recovery Effects, Management Science and Engineering, 2006, pp. 958–962, October 2006 [ICMSE '06 International Conference, Lille]. doi: 10.1109/ICMSE.2006.314008.
[13]
M. A. Lapré, Reducing Customer Dissatisfaction: How Important is Learning to Reduce Service Failure?, Production and Operations Management, vol. 20 (4), 2011, pp. 491–507. doi: 10.1111/J.1937-5956.2010.01149.
[14]
A. Yim, Failure Risk and Quality Cost Management in Single versus Multiple Sourcing Decision, Decision Sciences, vol. 45 (2), 2014, pp. 341–354. doi: 10.1111/deci.12070.
[15]
X. Huang, S-M. Choi, W-K. Ching, T-K. Siu and M. Huang, On supply chain coordination for false failure returns: A quantity discount contract approach, International Journal of Production Economics, vol. 133 (2), 2011, pp. 634–644. doi: 10.1016/j.ijpe.2011.04.031.
[16]
S. Sharma, Effects concerning quality level with the increase in production rate, International Journal of Advanced Manufacturing Technology, vol. 53 (5–8), 2011, pp. 629–634. doi: 10.1007/s00170-010-2851-8.
[17]
R. Mateo, M. Tanco and J. Santos, Less Expert Workers and Customer Complaints: Automotive Case Study, Human Factors and Ergonomics in Manufacturing & Service Industries, vol. 24 (4), 2014, pp. 444–453. doi: 10.1002/hfm.20396.
[18]
B. Gajdzik, B. and J. Sitko, An analysis of the causes of complaints about steel sheets in metallurgical product quality management systems, Metallurgia, vol. 53 (1), 2014, pp. 135–138.
[19]
B. C. Giri and S. Sharma. Optimizing a closed-loop supply chain with manufacturing defects and quality dependent return rate, Journal of Manufacturing Systems, vol. 35, 2015, pp. 92–111. doi: 10.1016/j.jmsy.2014.11.014.
[20]
T. Gruber, S. C. Henneberg, B. Ashnai and P. Naudé, Complaint resolution management expectations in an asymmetric business-to-business context, Journal of Business & Industrial Marketing, vol. 25 (5), 2010, pp. 360–371. doi: 10.1108/08858621011058124.
[21]
G. A. Akyuz and T. E. Erkan, Supply chain performance measurement: a literature review, International Journal of Production Research, vol. 48 (17), 2010, pp. 5137–5155. doi: 10.1080/00207540903089536.
[22]
N. Panayiotou and K. G, Aravosis, Supply Chain Management, in Theory and Practice of Corporate Social Responsibility, S. O. Idowu and C. Louche, Eds. Berlin Heidelberg: Springer-Verlag, 2011, pp. 55–70. doi: 10.1007/978-3-642-16461-3_4.
[23]
B. Nepal and O. P. Yadav, Bayesian belief network-based framework for sourcing risk analysis during supplier selection, International Journal of Production Research, vol. 53 (20), 2015, pp. 6114–6135. doi: 10.1080/00207543.2015.1027011.
[24]
J. Toivanen, J. Martikainen and P. Heilmann, From supply chain to welding network: A framework of the prospects of networks in welding, Mechanika, vol. 21 (2), 2015, pp. 154–160. doi: 10.5755/j01.mech.21.2.8463.
[25]
J. Toivanen, P. Kah and J. Martikainen, Quality Requirements and Conformity of Welded Products in the Manufacturing Chain in Welding Network, International Journal of Mechanical Engineering and Applications, vol. 3 (6), 2015, pp. 109–119. doi: 10.11648/j.ijmea.20150306.12.
[26]
G. Liu, S. P. Sethi and J. Zhang, Myopic vs. far-sighted behaviours in a revenue-sharing supply chain with reference quality effects, International Journal of Production Research, 2015, doi: 10.1080/00207543.2015.1068962.
[27]
C. Hicks, O. Heidrich, T. McGovern and T. Donnelly, A functional model of supply chains and waste, International Journal of Production Economics, vol. 89 (2), 2004, pp. 165–174. doi: 10.1016/S0925-5273(03)00045-8.
[28]
M. Firoozi, A. Siadat, N. Salehi and S. M. Mousavi, A Novel Multi-Objective Fuzzy Mathematical Model for Designing a Sustainable Supply Chain Network Considering Outsourcing Risk under Uncertainty, Industrial Engineering and Engineering Management, 2013, pp. 88–92, December 2013 [IEEE International Conference, Bangkok] doi: 10.1109/IEEM.2013.6962380.
[29]
X. Tang, X. and H. Yun, Data model for quality in product lifecycle, Computers in industry, vol. 59 (2–3), 2008, pp. 167–179. doi: 10.1016/j.compind.2007.06.011.
[30]
G. Guest, E. E. Namey and M. L. Mitchell, Collecting Qualitative Data: A Field Manual for Applied Research. Thousand Oaks: Sage Publications Inc., 2013, pp. 16–17.
[31]
P. S. Adler and K. B. Clark, Behind the learning curve: A sketch of the learning process, Management Science, vol. 37 (3), 1991, pp. 267–281.
[32]
M. A. Lapré, A. S. Mukherjee and L. N. Van Wassenhove, Behind the Learning Curve: Linking Learning Activities to Waste Reduction, Management Science, vol. 46 (5), 2000, pp. 597–611. doi: 10.1287/mnsc.46.5.597.12049.
[33]
A. Pettersson and A. Segerstedt, Measuring supply chain cost, International Journal of Production Economics, vol. 143 (2), 2013, pp. 357–363. doi: 10.1016/j.ijpe.2012.03.012.
Browse journals by subject