A Model for Supply Chain Management Maturity Assessment using a Fuzzy Decision-making Approach: An Empirical Study

Abstract

This paper presents a model for evaluating the maturity level of supply chain processes in an automobile manufacturer. The model is based on maturity models that are commonly used to evaluate supply chain performance. The study involved 20 industry experts and managers who provided data through a questionnaire. The maturity indices of supply chain processes were identified through a literature review, and the Fuzzy Delphi technique was used to select the most important maturity variables of the supply chain processes. The study identified fifteen indicators across five main dimensions: integration and coordination, strategy, resilience, improvement and development, and agility. To prioritize and identify the relationships among the indicators, a combined approach of Fuzzy DEMATEL and Fuzzy ANP was used. The process survey tools model was then applied to evaluate the maturity level of each process and the entire automobile manufacturer supply chain. The supplier relationship management process scored 3.07, the internal processes scored 2.95, and the customer relationship management process scored 2.68. The overall score of the automobile manufacturer supply chain was 2.92. In conclusion, the research indicates that the automobile manufacturer's supply chain processes are in a good state, but further efforts are needed to achieve maximum customer satisfaction, particularly in the area of customer relationship management.