طراحی یک مورد مبتنی بر سیستم هوشمند مدیریت ارتباط تامین کننده ؛ ادغام سیستم رتبه بندی تامین کننده و سیستم رتبه بندی محصول

The design of supplier relationship management to facilitate supplier selection using an integrative case based supplier selection and help desk approach to select the most appropriate suppliers together with their past performance records from a case base warehouse has become a promising solution for manufacturers to identify preferred suppliers and trading partners to form a supply network on which they depend for products, services and distribution. In this paper, an intelligent supplier relationship management system (ISRMS) integrating a company's customer relationship management system, supplier rating system and product coding system by the case based reasoning technique to select preferred suppliers during new product development process is discussed. By using ISRMS in Honeywell Consumer Product (Hong Kong) Limited, it is found that the outsource cycle time from the searching of potential suppliers to the allocation of order, as well as the delay in delivery of goods of suppliers after order allocation, are greatly reduced. In addition, performance of suppliers can be monitored effectively.

Customer relationship management (CRM) has become very important in the competitive business environment since late 1990s and is now a multimillion-dollar industry. In increasingly competitive markets, customer satisfaction is a vital corporate objective. Key elements to increasing customer satisfaction include producing consistently high-quality products and providing high-quality customer service. In addition, the intensive global competition among manufacturers to co-ordinate and respond quickly the industry value chain from suppliers to customers has made customer–supplier relationship management important in the new business era. In such circumstances the decision-making in each business plays a key role in the cost reduction, and supplier selection is one of the important functions in the supplier relationship management (SRM) because doing business with appropriate suppliers is beneficial for the organization to provide a sufficient production volume with good quality. Very few manufactures now own all the activities along the chain but integrate the supply network from various supplier networks and the ability to make fast and accurate decision often constitute a competitive advantage compared with the competitors or other networks. The rapid advance in information technology is now deployed not only to improve existing operational effectiveness of a business, but also to build the new capability to meet today's business environment and complexity. Consequently, top management may feel hard to select the most appropriate supplier. SRM, a new category of supply chain applications, contributes to the supplier selection and thus increases the competitive advantage of the manufacturer through three primary mechanisms: (1) support of improved business processes across the supply chain, (2) a next-generation architecture that can handle multi-enterprise processes, and (3) facilitation of rapid product cycles and new product introduction. Together, these mechanisms can drive competitive advantage through substantial reductions in the true cost of parts and materials, increased flexibility to respond to changes in customer demand, and faster cycle times which can enhance customer satisfaction and increase market share. The design of a SRM to facilitate supplier selection using an integrative case based supplier selection and help desk approach to select appropriate suppliers together with their past performance has become a promising solution for manufacturers to identify preferred suppliers and trading partners to form a supply network on which they depend for products, components, services and distribution. The result is the formation of an integrated supply network that allows the most appropriate suppliers of the manufacturers to deliver the competitively priced, high quality products and services to their final customers according to their demand effectively. By using intelligent supplier relationship management system (ISRMS), manufacturers can shortlist appropriate suppliers according to the position the supplier is ranked, which in turn is made according to the suitability of the supplier attributes selected. In summary, the outsourcing cycle time from the searching of potential suppliers to the allocation of orders to the most appropriate supplier can be greatly reduced with high accuracy. In addition, performance of suppliers can be monitored effectively. This paper is divided into seven sections. Section 2 introduces CRM and SRM. Section 3 discusses the suitability of adopting case based reasoning (CBR) technique in supplier selection, which is a function of SRM. Section 4 is the development of ISRMS using a CBR system incorporating major tasks in SRM to form a distinct intelligent supplier evaluation system with the aid of the help desk module to retrieve past performance records, which is important for manufacturers wishing to outsource operations to reliable, suitable suppliers and business partners. The procedures for constructing the case based supplier selection module (CSSM) integrating the company's supplier rating system (SRS) and product coding system (PCS), which are critical for the success of ISRMS, are also detailed in this section. Section 5 is about the application case study, results and benefits by using ISRMS as an intelligent SRM system in the purchasing department of Honeywell Consumer Product (Hong Kong) Limited, to aid the conventional human reasoning process of suppliers selection during the new product development (NPD) process as well as monitoring supplier performance periodically to ensure that satisfactory level of performance can be achieved. The results and benefits of using ISRMS are discussed in Section 6. Finally, a conclusion of the application of ISRMS is made in Section 7.

While CRM focused on leveraging and exploiting the interaction with the customer to maximize customer satisfaction, ensure return business, and ultimately enhance customer profitability, SRM involved the management of preferred suppliers and finding new ones whilst reducing costs, making procurement predictable and repeatable, pooling buyer experience and extracting the benefits of supplier partnership. It becomes crucial for manufacturers to integrate the demand of customers to their preferred suppliers as well as sourcing new ones in a real time base during the NPD cycle in order to remain competitive in business. By using ISRMS to link customer demand with suppliers’ capability, preferred suppliers are selected. CSSM is designed to integrate the SRS with PCS, with the objective of setting up a relationship between supplier performances and a company's product code. With the aid of the help desk module, which retrieves past practices and performance records of qualified suppliers to validate the preferred suppliers generated by CSSM, it is possible for purchasing and sourcing managers to determine the level of subcontracting the task to these suppliers, especially when early supplier involvement is expected in the NPD process. This cannot be achieved easily by experience satisfactorily. As the major function of ISRMS is to integrate customer requirements on product quality, delivery time, and manufacturing cost by an advanced computational retrieval technology—CBR—to evaluate suppliers through a single software platform, an organization can shorten the workflow of selecting business suppliers after the implementation of ISRMS. In addition, the potential suppliers retrieved from the CBR engine is supported by a similarity ratio. The workflow of the new system minimizes human reasoning in the system, which enhances the consistency of the mechanism of the system. The ISRMS platform helps manufacturers to reduce the total production time and time to market. By the help of ISRMS, enterprises can easily implement the CRM strategy in each department, to establish a close relationship with suppliers/partners by the integration with the SRM strategy, and consequently increase the manufacturers’ own competitiveness, reputation and revenue in the market. In conclusion, by applying ISRMS in Honeywell, the main goals of CRM and SRM, which are to build long term and profitable relationship with chosen customers and to maximize the value of a manufacturers’ supply base by increasing flexibility and responsiveness to customer requirements and substantially faster cycle times, are achieved.