Impacts of Quality in Supply Chain Management

This research paper studies the impacts of quality in supply chain management in the manufacturing sector of the United Arab Emirates. It emphasizes the importance of efficiency, coordination, cost-effectiveness, and sustainability in the supply chain operations. The findings highlight the direct linkage of quality with profitability, competitiveness, and sustainability of the businesses.

Running head: IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Impacts of Quality in Supply Chain Management
Name of the Student
Name of the University
Author Note

1IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Acknowledgement
Conduction of this research has been an enriching experience for me and I am thankful to
those who have supported me in my endeavour. I would like to take this opportunity to thank
my supervisor and other esteemed professors who have guided me and gave their valuable
insights regarding how to conduct this research and carry out the research related activities. I
convey my thanks to the Ethical Board of the University for giving me permission to conduct
the crucial research related activities. I would also like to convey my sincere regards and
thankfulness to my friends and colleagues who have provided constant support in my
endeavour.

2IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Abstract
Supply chain management, in the contemporary period, has become one of the crucial aspects
in the operational framework of the global commercial and business scenarios. With the
international phenomena like that of Globalization, trade liberalisations and technological and
infrastructural aspects and with the businesses going global and experiencing greater
dynamics and inclusions both in the demand and supply side, the importance of efficiency,
coordination, cost-effectiveness and sustainability in the aspects of supply chain operations
have been increasingly felt in global framework. Factors like the importance of efficiency,
sustainability and cost-effectiveness in the supply chain, in their turn, have led to the
perception of increasing need of implementation of quality management frameworks in the
supply chain operations to enhance the performance of the supply chain operations of the
businesses. Keeping this into consideration, the concerned research tries to study the supply
chain practices in the contemporary manufacturing sector of the United Arab Emirates,
thereby emphasizing on the impacts of quality in the supply chain management and the
implications of the same on the overall performance. From the analysis of the data collected
(both from the customers’ and from the managers’ side) it can be seen that different aspects
like product price, delivery tracking, after-delivery services and other aspects are viewed to
be crucial by the customers, which in turn requires efficiency in supply chain operations for
the purpose of which quality management in supply chain frameworks is important. The
quality management in supply chain operations, as perceived by the managers, can be seen to
be dependent on factors like continuous improvement, innovations, customer and supplier
relationships, communications, sustainability and other similar aspects. The findings of the
concerned research highlight that both the customers as well as the managers perceive quality
to be one of the most important attributes in the operational and service provisional
framework of any company and the managers also link the aspects of quality with that of high

3IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
customer satisfaction. As per the recommendations, based on the findings of the study, the
incorporation and development of quality management is extremely crucial in the supply
chain management scenarios in the contemporary period, especially in the manufacturing
sector of the UAE as the same has direct linkages with the level of customer satisfaction and
their positive perceptions regarding the service quality of the companies, which in turn
positively affects the profitability, competitiveness and sustainability of the companies in this
domain

4IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Table of Contents
Chapter 1: INTRODUCTION..................................................................................................10
1.1 Introduction....................................................................................................................10
1.2 Research Background.....................................................................................................11
1.3 Significance of the Research..........................................................................................12
1.4 Research Objectives.......................................................................................................13
1.5 Research Questions........................................................................................................14
1.5.1 Primary Research Question.....................................................................................14
1.5.2 Secondary Research Questions...............................................................................14
1.6 Thesis Structure..............................................................................................................15
Chapter 2: LITERATURE REVIEW.......................................................................................16
2.1 Introduction....................................................................................................................16
2.2 Supply Chain Management: Definition, Meaning and Implications.............................16
2.2.1 Supply Chain...........................................................................................................16
2.2.2 Supply Chain Management.....................................................................................17
2.2.3 Difference between Logistics Management and Supply Chain Management........18
2.4 Evolution of the concept and framework for Supply Chain Management.....................19
2.5 Components of Supply Chain Management: Contemporary Scenario..........................22
2.5 Supply Chain Management: Functions and Significances.............................................23
2.5.1 Functions of the Supply Chain Management Framework.......................................23
2.5.2 Importance of Supply Chain Management in businesses organizations.................25
2.6 Quality in Supply Chain Management...........................................................................28

5IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
2.6.1 Quality Management...............................................................................................29
2.6.2 Impacts of Quality in Supply Chain Management..................................................31
2.7 Supply Chain Quality Management...............................................................................33
2.7.1 Best Practices in Supply Chain Quality Management............................................34
2.8 Literature Gaps...............................................................................................................35
2.9 Conceptual Framework..................................................................................................35
Chapter 3: RESEARCH METHODOLOGY...........................................................................38
3.1 Introduction....................................................................................................................38
3.2 Research Design.............................................................................................................38
3.3 Research Philosophy......................................................................................................39
3.4 Research Approach........................................................................................................40
3.5 Data Sources, Nature, Collection and Analysis Methods..............................................41
3.5.1 Data Sources............................................................................................................41
3.5.2 Nature of Data.........................................................................................................42
3.5.3 Data Collection Procedures.....................................................................................43
3.5.4 Data Analysis..........................................................................................................44
3.6 Ethical Consideration.....................................................................................................44
3.7 Research Limitations......................................................................................................45
Chapter 4: DATA ANALYSIS................................................................................................46
4.1 Introduction....................................................................................................................46
4.2 Secondary Data Analysis...............................................................................................46

6IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
4.2.1 Hurdles in Supply Chain Practices in the UAE......................................................46
4.1.2 Core Practices in Supply Chain Management in the UAE.....................................47
4.3 Primary Analysis............................................................................................................48
4.3.1 Quantitative Data Analysis.....................................................................................48
4.3.2 Qualitative Data Analysis.......................................................................................62
Chapter 5: DISCUSSION........................................................................................................70
5.1 Discussion......................................................................................................................70
5.2 Summary of the Research Findings...............................................................................71
Chapter 6: CONCLUSION AND RECOMMENDATIONS...................................................74
6.1 Introduction....................................................................................................................74
6.2 Recommendations..........................................................................................................74
6.3 Limitations and Future Scopes.......................................................................................75
7. References............................................................................................................................77
8. Appendix..............................................................................................................................86
Questionnaires......................................................................................................................86
Interview with the Managers................................................................................................88

7IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
List of Figures
Figure 1: Structure of the thesis...............................................................................................15
Figure 2: Generalised Framework of Supply Chain Management in global businesses..........18
Figure 3: Upstream and Downstream activities in supply chain framework...........................22
Figure 4: Supply Chain Quality Management.........................................................................33
Figure 5: Aspects on which the customers’ perception of quality depend..............................36
Figure 6: Factors influencing quality management in supply chain performance...................37
Figure 7: Types of Research Design........................................................................................38
Figure 8: Types of Research Philosophies...............................................................................39
Figure 9: Types of Research Approaches................................................................................40
Figure 10: Types of Data Sources............................................................................................41
Figure 11: Types of Data..........................................................................................................42
Figure 12: Age of the Respondents..........................................................................................49
Figure 13: Current Employment Status....................................................................................51
Figure 14: Supplier Service dependency on a regular basis....................................................52
Figure 15: Opinion on the main criteria of quality in the supply chain...................................53
Figure 16: Response on the main factor for quality of the product.........................................54
Figure 17: Opinion on the quality of the product delivered impacting the purchase decision 55
Figure 18: Opinion on the high priced 3PL supplier’s providing better service than the other
low-priced players in the market..............................................................................................57
Figure 19: Expectation on the feedback provided by the company.........................................58
Figure 20: Post purchase service expected in the supply chain process..................................59
Figure 21: Opinion on the durability of the product is a major component of the supply chain
quality.......................................................................................................................................60

8IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
List of Tables
Table 1: Frequency of Age of the Respondents.......................................................................49
Table 2: Frequency of Response on the employment status....................................................50
Table 3: Supplier Service dependency on a regular basis........................................................51
Table 4: Frequency on Opinion on the main criteria of quality in the supply chain................52
Table 5: Frequency on Response on the main factor for quality of the product......................53
Table 6: Quality of the product delivered impacting the purchase decision............................54
Table 7: Opinion on the high priced 3PL supplier’s providing better service than the other
low-priced players in the market..............................................................................................56
Table 8: Expectation regarding feedback addressing by the company....................................57
Table 9: Post purchase service expected in the supply chain process......................................59
Table 10: Durability of the product is a major component of the supply chain quality..........60
Table 11: Correlation of High priced 3 PL suppliers and quality of the product.....................61
Table 12: Correlation of the quality of the product delivered..................................................62

9IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
List of Abbreviations
3 PL – Third Party Logistics
EDI – Electronic Data Interchange
ERP – Enterprise Resource Planning
IT – Information Technology
SCM – Supply Chain Management
SCQM – Supply Chain Quality Management
TQM – Total Quality Management
UAE – United Arab Emirates

10IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Chapter 1: INTRODUCTION
1.1 Introduction
In the contemporary global commercial and business scenarios, with the advent and
occurrences of phenomena of international significance like that of Globalisation, trade and
commerce liberalisation as well as technological and infrastructural progress and
developments across the different countries of the world, the levels of inclusiveness,
interconnectedness as well as complexities have increased substantially (Cavusgil et al.
2014). With the continuous improvement of the technological framework and with the
aspects of transport, communication and connectivity getting facilitated across the world, the
domains of different businesses have also been increasing, both in terms of venturing in new
geographical domains as well as in terms of exploring new markets and finding opportunities
of attracting greater number of customers (Johnson and Turner 2010).
All these aspects, along with an increasing share of businesses in almost all types of
industries going global, have led to creation of a more competitive environment for the
businesses across the world. Moreover, the frequent changes and elevations in the demand
and expectations of the customers and the shorter life cycle of the products in the recent
period, have also contributed in the magnitude of challenges for businesses operating in the
current global framework (Eckel and Neary 2010). Thus, the increase in the level of
competition and challenges along with the expansion of the operations of the businesses
across the globe, has led to the increasing need for efficient production and operational
frameworks in the same, which in turn indicates towards the rising significance of proper
supply chain management in the operational frameworks of the business (Martínez-Jurado
and Moyano-Fuentes 2014). One of the crucial parts of the supply chain management,
however, is that of assurance of quality in the supply chain framework and implementation of
measures to improve the quality performance of the supply chain aspects of the companies,

11IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
which over the recent few years has been gaining increasing importance and popularity due to
the direct linkage of the same with the profitability, competitiveness and sustainability of the
businesses.
Keeping into consideration, the importance of supply chain management in the
operational framework of the commercial organizations, the concerned research aims to study
the roles which assurance of quality in the supply chain management framework play, in the
aspects of overall performance, customer satisfaction, revenue generation, competitiveness as
well as sustainability of the businesses in the manufacturing industry of the United Arab
Emirates, in the contemporary period.
1.2 Research Background
In a generalised framework, the term “Supply Chain Management” (in short SCM)
refers to the efficient monitoring and management of the inflow and outflow of different
products and services, including those of raw materials, inventories, intermediate
commodities as well as finished products, from the origin point to the point of final
consumption. These activities, cumulatively, are of immense importance in ensuring the
productivity, profitability, efficiencies as well as competitiveness and long-term sustainability
of businesses in any industry at any part of the world (Heckmann, Comes and Nickel 2015).
Keeping this into consideration, in the recent periods, most of the countries in the global
framework, can be seen to be investing and emphasizing in development of efficient SCM
frameworks in the industrial domains, so as to facilitate commercial expansion and an overall
industrial and economic growth (Colicchia and Strozzi 2012).
In this context, the UAE, being one of the most dominantly prospering economies not
only in the Middle East but also across the globe, in the contemporary period, with the
economy of the country experiencing a huge expansion of industrial and especially

12IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
manufacturing activities, with the businesses in these domains consistently expanding and
gaining prominence in both domestic and international markets. Not lastly, the immense
expansion of industrial and manufacturing sectors of the UAE have also affected local
logistics and SCM processes within the industrial sector of the country. The UAE logistics
can be seen to be growing at a rate of 5.7% in the recent years, thereby leading to the
emergence of the country as one of the global leaders in the aspects of logistics and supply
chain management (Nyarko 2010).
However, in the contemporary period, only concentrating on time and cost
efficiencies in the aspects of supply chain management, is not sufficient and with the increase
in the expansion of the businesses, the need for an overall quality management of the whole
supply chain framework can also be seen to be felt in the global scenario (Arzu Akyuz and
Erman Erkan 2010). These aspects include quality conformance, on-time delivery to the
customers, robust relationships with the suppliers, assurance of quality of raw materials, final
products and production processes as a whole and much of the success of the companies
seem to be dependent on the performance of the supply chain management frameworks in
these aspects (GUERRORO 2010). This has become even more relevant in the contemporary
period, attributing to the increased dynamics of changes in demand and preference patterns of
the customers, in a more integrated global commercial, business and consumption scenario.
1.3 Significance of the Research
The concerned research, in such a scenario, tries to explore the impacts which quality
management have on the overall supply chain management aspects of the manufacturing
sectors of the UAE, thereby trying to analyse the implications, advantages and limitations of
implementations of the same in the supply chain management framework. The study, by
analysing the above-mentioned aspects, also tries to shed light on the possible ways in which
quality management can be improved in the supply chain management framework of the

13IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
manufacturing industry in the concerned country, which in turn makes the concerned research
considerably significant and crucial, especially in the aspects of overall productivity,
efficiency, profitability and sustainability of the companies venturing in the robustly
developing and highly potent manufacturing sector of the United Arab Emirates, in the
contemporary period.
In spite of the substantial development of the supply chain management framework in
the concerned country, there still remains lack of knowledge as well as resources in the
aspects of quality management of the supply chain related activities, which include areas of
immense importance like those of quality conformance, timely delivery of final products to
customers, bad quality costs, customer relations, supplier relations, customer service and
feedback addressing mechanisms and many other domains, especially in the concerned
country. This makes it immensely important to analyse the importance of quality in supply
chain management and its impacts on the same as well as on the businesses as a whole,
especially in the manufacturing sectors of the concerned country. The research focusses on
the manufacturing sector of the country, because the sector used to contribute near 55% of the
total GDP of the country (2007) but has been slowly losing its share in the GDP of the
country and in the current period contributes 43.6%, losing out to the growing service sector
of the country. However, the manufacturing industries still have immense significance in the
aspects of exports, revenue generation and employment creation and therefore, it becomes
crucial to analyse the bottlenecks which exist in the manufacturing industry to increase its
prosperity and dominance in the coming years.
1.4 Research Objectives
Taking into consideration, the aims of the research, the primary objectives of the
study can be seen to be as follows:

14IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
 To analyse the importance of supply chain management in contemporary global
business scenario as well as in the operational frameworks of manufacturing
businesses in the UAE
 To examine the practices adopted globally in the aspects of supply chain management
and their efficiencies, credentials and limitations
 To examine the practices in this domain, which are implemented in the manufacturing
sector of the UAE
 To analyse and interpret the relationship between quality management and supply
chain management
 To explore the importance of quality in supply chain management frameworks,
especially in manufacturing sector of the UAE
 To recommend strategies and ways for improvement in the aspects of quality
management in the supply chain frameworks and processes in the UAE
1.5 Research Questions
1.5.1 Primary Research Question
With the objectives of the concerned research in consideration, the primary question
which the study intends to address is as follows:
What are the impacts of quality management in the supply chain management framework,
especially in the manufacturing sector of the UAE?
1.5.2 Secondary Research Questions
Based on the primary question, the related sub-questions which the concerned study
explores are as follows:
a. What are the best practices in supply chain management across the globe?
b. What are the core practices in this aspect, which are implemented in the UAE?

15IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
c. What is the relation between quality management and supply chain management?
d. What are the impacts of quality management in supply chain performance in the UAE?
e. What are the implications of supply chain quality management on the businesses in the
manufacturing sector of the UAE?
f. What are limitations present in the country in these aspects?
g. What are the ways in which the supply chain quality management can be improved,
especially in the manufacturing sector of the UAE?
1.6 Thesis Structure
The concerned thesis has been segregated into six chapters, which are as follows:
Figure 1: Structure of the thesis
(Source: As created by the author)
Chapter 1: Introduction
Chapter 2: Literature
Review
Cahpter 3: Research
Methodology
Chapter 4: Data
analysis
Chapter 5: Discussion
Chapter 6: Conclusion
and Recommendations

16IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Chapter 2: LITERATURE REVIEW
2.1 Introduction
As can be seen from the discussion in the above chapter of the thesis, in the
contemporary period, with the substantial development of business operational frameworks
across the globe and with the increase in the level of competition in the same, the aspects of
supply chain and supply chain management have been gaining immense significance and
popularity in the international scenario (Marra, Ho and Edwards 2012). In the recent years,
with the frequent and continuous changes in the demand and preference patterns of the
customers across the world and with shorter life-cycles of products and services in general,
the importance of quality management in supply chain performance is also gaining
considerable importance and a lot has been researched and studied in these aspects in the
global scenario (Grubic and Fan 2010).
Keeping this into consideration, this section of the research, tries to conduct an
extensive review of the literary evidence and empirically supported scholarly works present
in the above-mentioned aspects in the contemporary global framework, with the intention of
studying the different perceptions and opinions which are present in the domains of SCM.
The review includes the literary perceptions specifically regarding the importance of SCM,
best practices in this domain (both globally as well as in the UAE), the importance of supply
chain quality management, impacts of quality management in supply chain performance and
the significance of the same in the overall performances of the business, in the contemporary
global business scenario.
2.2 Supply Chain Management: Definition, Meaning and Implications
2.2.1 Supply Chain
To understand the notion of supply chain management, it is important to understand
the concept of supply chain, especially in the production and operational frameworks of

17IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
businesses, across the globe. Flynn, Huo and Zhao (2010), in this context, defines the term
“Supply Chain”, as the system consisting of organizations, activities, people, non-human
resources as well as relevant information and knowledge, which cumulatively operate in
moving a commodity or a service from its origin (with the suppliers) to its end destination (to
the final customers of the same). Augmenting this definition, Christopher (2016), highlights
that the supply chain activities, in operations and production contexts of different businesses
involve the processes related to transformation of different raw materials and inputs into a
final product or service, with the help of the suppliers of the same and then the process of
delivering the same to the end customers.
2.2.2 Supply Chain Management
Keeping the notion of supply chain and supply chain activities, as discussed above, in
consideration, Carter and Liane Easton (2011), defines the notion of “Supply Chain
Management”, as the broad range of different activities and processes which are required for
the purpose of planning, controlling as well as executing the flow of particular commodity or
service, from the point of origin, consisting of acquisition of raw materials for the production
of the same, to the production process, to the activities of distribution of the product to the
final clients, in the most cost-efficient as well as streamlined manner. In other words, the
notion of supply chain management, in the commercial context, refers cumulatively to all the
processes which are required to transform raw materials into those of final commodities and
services, which help in streamlining the production and other supply related operations,
thereby maximizing the customer satisfaction, value as well as the competitive advantages of
the businesses in the market in which they venture (Seuring 2013).
In this context, a diagrammatical representation of the SCM framework, which can be
seen to be implemented in the operational frameworks of different businesses and production
in almost all types of industries across the globe, can be seen to be as follows:

18IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Figure 2: Generalised Framework of Supply Chain Management in global businesses
(Source: Mangan, Lalwani and Lalwani 2016)
2.2.3 Difference between Logistics Management and Supply Chain Management
In the contemporary global scenario, the notions of supply chain management and
logistics management are used for referring to similar aspects and activities, in business and
production scenarios. However, there lies several crucial differences between these two
concepts and the activities related to the same, as can be seen to be highlighted in the works
of Islam et al. (2013). In their paper the authors highlight the basic differences between the
two as follows:
Meaning- While the term “Logistics Management” refer to the integration of the movement
of products and goods in and out of a company and maintenance of the process, the term
“Supply Chain Management”, is a much broader term involving the coordination of all the
supply chain activities, thereby involving more than one organization.
Objectives- According to Myerson (2012), while the primary objective of logistics
management is that of maximisation of the customer satisfaction, supply chain management
activities in an organization, aim to maximise the competitive advantage of the organization
as a whole, in every aspect.

19IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Thus, the above discussion makes it evident that that Supply Chain Management is a
much broader concept than that of Logistics Management and the latter is a component or a
fraction of the former, which in turn indicates towards the broader scope and significance of
Supply Chain Management in the contemporary global business frameworks (Fernie and
Sparks 2014).
2.4 Evolution of the concept and framework for Supply Chain Management
The notion and framework of Supply Chain Management, as can be seen to be
practised and observed in the recent periods, have not developed abruptly and the concept has
its roots in the early periods of the twentieth centuries, with a series of dynamics, changes and
additions to the framework over time and across the globe. In this context, Sarkis, Zhu and
Lai (2011), try to classify the evolution of the framework of supply chain management, in the
global business scenario, into the following eras:
Creation Era- As the authors highlight, the term “Supply Chain Management”, was first
conventionally coined by Keith Oliver (1982) and the parent concept of supply chain was
prevalent and was observed with great importance, with the initiation of the creation and
operation of assembly lines in production and manufacturing processes of companies (Hugos
2018). This era marked the increasing implementation of the notion in business practices,
especially in the domains of re-engineering of operations, cost reduction and downsizing
activities and large-scale changes to bring efficiency in production process, with the
inspiration coming primarily from the Japanese production and management activities.
Integration Era- As per the assertions of Colicchia and Strozzi (2012), the creation era of
supply chain management, which marked the initiation of proper application of the concept
conventionally in the business practices, was followed by a period of development of the
Electronic Data Interchange (EDI) frameworks, which in turn gave ways to development of

20IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
the Enterprise Resource Planning Systems (ERP Systems). This era, as referred to be the
Integration Era, by the authors, expanded in the twenty first century, where the supply chain
management framework saw integration of the internet-based systems for collaboration,
thereby leading to increase in the aspects of cost reduction and value additions in the supply
chain management framework (Wisner, Tan and Leong 2014).
Globalisation Era- The concepts as well as implementation and applications of supply chain
management, gained immense popularity and relevance, during the period of globalisation
and international trade liberalisations. As highlighted by Lu (2011), in his paper, the
globalisation era, marked the initiation of immense expansion of operational domains of
increasing number of businesses beyond the national boundaries, thereby operating in an
international market, with a more complex systems and networks of global suppliers,
producers and consumers. This in turn intensified the needs for more efficiency in raw
material acquirement and product delivery processes, thereby leading to the development of
the supply chain management frameworks across the globes, backed by technological
progresses and infrastructural developments across different countries of the world (Gosling,
Purvis and Naim 2010).
Specialisation Era- Supply chain management, in the contemporary period, as defined by
Trkman et al. (2010), is a complex and dynamic structure with creation of different channels
and activities within the broad notion, the initiation of which can be marked as the beginning
of the Specialisation Era in this aspect. In this era, supply chain management gained the
notion of a service itself and separate and specialised channels like that of manufacturing and
distribution networks began be created as specialisation models with there individual
responsibilities (towards producers and to the end users) and activities within the broad
domain of supply chain management (Bala 2014).

21IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
According to the assertions of Trkman et al. (2010), the contemporary period marks
the second half of what is being referred to as the specialisation era for supply chain
management. The activities under the broad domain of this framework, in the recent times,
are becoming more specialised and the notion of supply chain management in the
contemporary global business scenario, consists of many sub-functions, targeted to meet
specific needs and play specific roles in the aspects of facilitation of the entire process of
production of a commodity, from the beginning (procurement of raw materials) to the end
(delivering final goods to the end users).
Gereffi and Lee (2012), in this context, highlights the specific functions and
specialisations under the greater domain of supply chain management into the following
types:
 Performance Management
 Transportation Management
 Inventory Management
 Planning and Development Management
Thus, as can be seen from the above discussion and from the evidences present in
different literary works across the world, the concept of supply chain management, though
being present in its nascent form, as early as in the first half of the twentieth century, the
same has however, developed considerably over time. With ages newer domains, operations
and specializations have been included in the supply chain management framework and in the
current period, supply chain management appears as one of the key components in the
operational frameworks of businesses across all parts of the globes and in all types of
industries (Baldwin 2013). With the expansion and internationalisations of the commercial
scenario, the supply chain management framework has also been fragmented into various

22IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
specialisations, each of which have their significances in playing crucial roles in different
aspects of the operations of the businesses across the globe.
2.5 Components of Supply Chain Management: Contemporary Scenario
In the contemporary period, a typical supply chain in any manufacturing and
operational framework of business can be, in general, seen to be as follows:
Figure 3: Upstream and Downstream activities in supply chain framework
(Source: Jüttner, Christopher and Godsell 2010)
As can be seen from the above figure, the activities in the supply chain management,
can mainly be divided into two broad categories:
Upstream Components- The upstream components in the supply chain management of a
business organization includes the relationships of the same with that of the suppliers of raw
materials, purchasing activities of the companies as well as the activities related to
mobilisation and smooth operations of the production lines of the company. As highlighted
by Ramanathan and Gunasekaran (2014), the primary activities in this domain consists of the
following:
 Purchasing of raw materials

23IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
 Transport of the same to the manufacturing units
 Purchasing different finished products and equipment required for the production
process
Downstream Components- This component of the Supply Chain Management framework, on
the other hand, deals with the aspects of selling and delivering the final products or services
offered by the concerned company to the end users or customers. This component also deals
with the post-sale activities of the companies. Ageron, Gunasekaran and Spalanzani (2012),
in this context, highlights the primary activities in this component of supply chain
management, in general, to be as follows:
 Selling the final products and services
 Delivering the same to the end users
 Negotiation activities
 After-sale activities like that of customer support and addressing of complaints and
feedbacks (Roh, Hong and Min 2014)
 Recycling of the used products or services (If possible)
However, the authors also suggest that these are the general activities in the upstream
and downstream components of the supply chain management frameworks in the global
business scenario and the activities with the two components can vary with time and across
different businesses, depending upon the nature of the products and services which they tend
to offer, the markets in which they venture, the supplier networks and the customer segments
which they aim to target.

24IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
2.5 Supply Chain Management: Functions and Significances
2.5.1 Functions of the Supply Chain Management Framework
There remains considerable debates and various perceptions regarding functions and
roles which supply chain operations play in the commercial framework. The confusions
regarding the same can be seen to be even more aggravated in the recent periods, owing to
the complexities and expansion of the framework. Carter, Rogers and Choi (2015), in this
context, rightly and comprehensively highlight the primary functions played by supply chain
management in the contemporary business scenarios to be as follows:
a. Flow alignment- According to the authors, the supply chain management frameworks of
the business companies, across the globe, primarily play the role of aligning the different
flows of money, information and materials among the different participants in the production
and consumption processes, inclusive of the customers and suppliers, thereby maintaining the
smoothness of the entire operational frameworks of the businesses.
b. Coordination- According to the assertions of Ramanathan (2014), the supply chain
management framework in any company plays the immensely crucial role of coordinating the
different processes within the operational framework, including that of planning, sourcing,
producing, delivering as well as returning (as and when required) processes, in the production
and selling process of the companies, thereby ensuring streamlining of the same and
increasing the profitability of the concerned companies.
c. Integration of the different activities- Verma and Seth (2011) adds to the perceptions in
this aspect, by highlighting one of the major functions of the supply chain management
framework to be that of integrating and connecting the various discrete but related activities
in the operational framework of the companies, like that of logistics, purchase, production,
delivery and others in order to achieve the organizational goals.

25IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
d. Resource Management- The management of supply chain in a business, also play the
significant role of optimisation of the usage of the different resources present with the
concerned company (like those of human resources, equipment, technologies and productive
and other operative processes) such that the needs of the end users are most efficiently and
cost-effectively met (Guan and Rehme 2012).
However, apart from the above mentioned functions, the supply chain management of
different business organizations play other crucial roles in cost management, production
prediction, future trend analysis and also in the aspects of management of any kind of
disruptions arising in the entire process of production of the goods and services which the
companies offer to their potential customers, thereby making the same immensely important
in the overall operational frameworks in the global commercial scenarios (Beske 2012).
2.5.2 Importance of Supply Chain Management in businesses organizations
The above discussions regarding the concepts of supply chain management and the
roles as well as functions of the same in the different business organizations across the globe,
indicate towards the considerable level of significance of the same in the different aspects of
the business operations. The primary aspects of importance of the supply chain management
framework in businesses are discussed as follows, with the help of the literary and scholarly
evidences present in these domains:
a. Customer Satisfaction- As highlighted by Stock, Boyer and Harmon (2010), one of the
most crucial factors determining the competitiveness and sustainability as well as prospects
of a business is the level of satisfaction of the customers availing the products or services
offered by the concerned businesses. In this aspect, the supply chain management in the
company and its level of efficiency plays crucial roles. In this context, De Vries and
Huijsman (2011), highlight the primary aspects and components of supply chain management

26IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
in a company, having considerable impacts on the level of satisfaction of the customers to be
as follows:
 Time required for marketing new products and services
 Delivery time and processes
 Response time to the requests for customer services
 Efficiency in responding to customers’ requests and feedbacks
 Inventory management
 Product or service qualities of the companies
According to the authors, presence of an efficient supply chain management
framework is required in the companies for addressing these aspects as the satisfaction of the
consumers significantly depend on the same.
b. Profitability- Augmenting the assertions of the previous authors, Walker and Jones (2012),
highlight that the level of customer satisfaction with the products or services offered by a
particular company, directly and positively influences the aspects of profitability, prosperity
and competitiveness of the concerned company, thereby indicating towards the linkage of the
supply chain management framework in the businesses and the level of efficiency in the
same, with that of the overall profitability and performances of the concerned companies in
the market where they venture.
c. Cost Management- Zailani et al. (2012), in this aspect, highlight the importance of supply
chain management in a company in the context of minimization of production and other
operational costs. As the authors argue, often in the operational processes, the company
perform activities which are of no actual value and which add to the unnecessary cost
burdens of the companies, thereby decreasing their overall efficiencies and profitability. The
presence of an efficient supply chain management in the companies, however, help in

27IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
reducing these costs. Tate, Ellram and Kirchoff (2010), points out the different expenditures
of the companies which are monitored by the supply chain management framework to be as
follows:
 Transport costs
 Inventory management costs
 Waste management costs
 Forecast accuracy
 Procurement costs
 Delivery costs
As per the authors, the presence of a robust and efficient supply chain management in
the companies help in reducing and minimising such costs in the operational frameworks of
the companies, which in turn helps in increasing the profitability and efficiency of the
companies, thereby giving them a competitive edge in the markets where they venture.
d. Relationships with the suppliers- Another crucial importance of the presence of an
appropriate supply chain management in the companies, as discussed by Tate, Ellram and
Kirchoff (2010), is in the aspects of management of the relationships with the suppliers of the
different raw materials and equipment required by the concerned companies in their
production and delivery processes. According to the authors, the presence of a robust and
communicative as well as flexible supply chain management in the companies help the same
in building long-term and bilaterally beneficial relationships with the suppliers of the raw
materials to the same (Tayur, Ganeshan and Magazine 2012). This in turn, helps the
companies to reduce the supply bottlenecks, inventory managements, shortages and supply
related uncertainties, which in turn increases the overall efficiencies in the production and
operational processes of the companies.

28IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
e. Corporate Social Responsibility- Smith, Palazzo and Bhattacharya (2010), taking into
consideration, the importance of ethical aspects in doing business in the contemporary period
and the increase in the significance of Corporate Social Responsibilities in global commercial
scenarios, highlight the important role which the framework of supply chain management
plays in the business operations across the globe (Park-Poaps and Rees 2010). As per the
assertions of the authors, in the recent periods, besides revenue generation and profit
maximizations the businesses also need to focus on playing the roles of positive contributors
to the societies as well as of that of meeting the interests of all the stakeholders related to the
businesses, which include the consumers, investors, suppliers, investors and the society and
community as a whole in which they operate. In this context, the presence of a robust and
effective framework of supply chain management is highly needed as the same helps in
meeting the needs of all the stakeholders attached with the businesses, which in turn helps the
businesses to enjoy increased goodwill and positive reputations in the markets, thereby
experiencing the positive impacts of the same in the aspects of profitability, competitiveness
and sustainability in the markets (Lindgreen and Swaen 2010).
2.6 Quality in Supply Chain Management
From the above discussion and extensive reviews of the literary and scholarly
evidences, it is evident that in the current period, with the increasing expansion of businesses
across the global framework and with the production and operational processes of businesses
becoming more widespread, involving increased number of participants, both on the supply
side as well as on the demand side, the need for efficient supply chain management in the
companies have become increasingly popular and important in the businesses. However, as
argued by Talib, Rahman and Qureshi (2011) with the level of competition increasing among
the businesses, in the recent periods, the rivalry is no longer confined to business versus
business in an industry, but has instead percolated to supply chain versus supply chain of the

29IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
different companies. The authors, in this context emphasizes on the need for the companies to
ensure quality in the domain of supply chain management in the companies.
de Sousa Jabbour et al. (2014), however, in this context, argues that although the need
for quality management in supply chain performance has been felt in the contemporary global
commercial scenario, especially for achieving competitiveness over the rivals and long-term
profitability as well as sustainability, there still remains confusions regarding how to
incorporate and ensure quality in the supply chain management activities.
Mellat-Parast (2013), highlights that in the recent periods, the integrations of the
quality in supply chain management can be seen in the newly formed and popular model,
known as the Supply Chain Quality Management. However, to understand the conceptual
framework of the newly developed and increasingly popular model of Supply Chain Quality
Management in the global commercial aspects, it is of utmost importance to understand the
aspects of Quality Management in the businesses across the globe.
2.6.1 Quality Management
Sallis (2014), by emphasizing on the importance of the aspects of the maintenance of
quality in the production and operational frameworks of the business in the contemporary
period, especially for higher customer satisfaction and higher sustainability as well as
profitability, discusses the Total Quality Management Model and the applications of the same
in the business frameworks elaborately.
2.6.1.1 Total Quality Management
As put forward by Sallis (2014), the Total Quality Management in the operational
frameworks of the businesses across the globe, refers to an approach of management which
focuses in attaining long-term success and sustainability by increasing the level of customer
satisfaction with the concerned companies. As per the notion of TQM, the assurance of

30IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
quality in the overall process and products of a company requires all the members of the
organizations to participate for the improvement of aspects like product, process, operations
and the overall company culture and the work environment.
The eight primary principles of the Total Quality Approach for quality management in
a company, in the generalised scenario, as highlighted by Goetsch and Davis (2014), can be
seen to be as follows:
i. Focus on the customers- The key factor which finally determines the quality of the product
or service offered by a company is the customer base of the same.
ii. Involvement of all the workers- For ensuring presence of quality involvement and total
commitment of all the employees of the companies are required, which requires
empowerment of the employees and an environment where they work and communicate
freely.
iii. Process- Proper designing and implementation of the production and operational
processes are required to ensure quality and better performances of the companies (Zehir et
al. 2012).
iv. Integration- For total quality improvement and management horizontal as well as vertical
integration of the different discrete but related activities and processes in different operations
of the businesses efficiently.
v. Strategic approach- For assurance of the total quality management, a systematic approach
has to be created (inclusive of strategic planning and management) for the purpose of
achieving the vision and goals of the organizations (Talib, Rahman and Azam 2011).
vi. Factual business decision-making- Quality in the operations of the business requires the
companies to analyse and monitor their performances and the positive and negative trends

31IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
with time. For the purpose of the same, collection and analysis of data on the performance of
the same becomes necessary, which in turn helps the company to improve the accuracy of
their decision making and performance predictions (Tanninen, Puumalainen and Sandström
2010).
vii. Continuous Improvement- For quality assurance in a company, continuous process of
improvement is required in both analytical and creative aspects so as to remain competitive
and to meet the demands of the stakeholders.
viii. Communicational framework- Sadikoglu and Olcay (2014) assert that the presence of
effective communication channels helps in the aspects of implementation of strategies,
speeding up process, coordinating activities and also in motivating and encouraging the
employees and increasing the satisfaction levels of the different stakeholders, which in turn is
a component of quality improvement in the operational framework of the companies.
All these factors have considerable impacts on the supply chain management
activities and outcomes, which can be seen to be discussed by different literary and scholarly
works, the primary ones being discussed in the following section.
2.6.2 Impacts of Quality in Supply Chain Management
Chen, Zhang and Delaurentis (2014), in their elaborate research supported by
empirical findings, point out several crucial implications of management of quality in the
supply chain management scenarios in the global business frameworks, the primary ones
being as follows:
Reduction of uncertainties and variations- Proper and efficient quality management
framework, as argued by the authors, help in reducing the process uncertainties and variations
in the operational frameworks of the companies, which in turn helps in improving the supply
chain performance of the same. With the improvements of the quality management the

32IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
number of defects as well as the cycle times reduces which in turn helps in improving the
level of efficiency in supply chain management of a company (Ou et al. 2010).
Delivery of products or service- According to Aung and Chang (2014), with the
improvement of the overall quality management in the operational framework and processes
of a business, the aspects of on-time and efficient delivery of the products and services to the
end users of the same, improves, which in turn indicates towards the positive impacts of the
improvement and incorporation of quality in supply chain management framework as
delivery process is an integral part of the same.
Design for manufacturability- As per the assertions of Cabral, Grilo and Cruz-Machado
(2012), the quality management practices in the business organizations in general, include
aspects like that of design for manufacturability which in turn help the companies to develop
new products, take new process decisions more efficiently and cost-effectively.
Improvements in process decisions also enables the companies to switch from one product to
another, thereby meeting the expectations of the customers more efficiently, which include
quicker setup times, more efficient inventory management, reduction of waste formation and
movement towards lean management (Tse and Tan 2011). All these aspects help in
improving the supply chain performance of the companies to a considerable extent, thereby
meeting both the expectations of the customers and the targets of the organizations.
Pipeline inventory reduction- The pipeline inventory in the production frameworks of
business organizations include the amount of inventory between the different members of the
supply chain framework of a business, which include also the work-in-process inventories
between the different manufacturing operations of the business. In this context, Klibi, Martel
and Guitouni (2010), argue that the implementation of quality management in the operational
aspects, by reducing the number of defects and variations in the manufacturing processes and

33IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
by decreasing the delivery and supply cycle times, also reduce the need for keeping huge
pipeline inventories, thereby contributing to the overall cost efficiency and production
efficiency aspects of the supply chain management frameworks of the concerned companies.
Communication with suppliers- As highlighted by Goetsch and Davis (2014), the aspects
like that of supplier certification programs, regular communications with that of the suppliers,
fulfilling the interests of the suppliers and other quality management aspects regarding the
supply of raw materials and inputs, help in ensuring quality in the raw materials as well as
timely delivery of the same to the manufacturing units, which in turn smoothens the
production process, thereby ensuring better performance of the supply chain of the company.
Customer relationship management- Maintaining proper quality in production and
operational processes helps in increasing the level of satisfaction of the customers and
thereby increasing the goodwill of the company. The supplier-customer relationship being
one of the virtues of the total quality management framework, it helps in increasing the
efficiency of the supply chain management frameworks in the aspects of addressing the needs
and feedbacks of the customers, which in turn help the company to ensure higher profits and
sustainability (Bergman and Klefsjö 2010).
2.7 Supply Chain Quality Management
Over the years, with the increased importance of incorporation of quality management
in different operations and activities in a business, especially in the aspects of the different
processes in the supply chain of the companies, the concept of Supply Chain Quality
Management has evolved in the contemporary global business scenario, which is an
integration of Supply Chain Management and Quality Management, as shown by Lin, Kuei
and Chai (2013), with the help of the following figure:

34IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Figure 4: Supply Chain Quality Management
(Source: Lin, Kuei and Chai 2013)
According to Zhu et al. (2010), the newly developed Supply Chain Quality
Management framework in contemporary business operations, refers to the integration of the
activities of quality management in the supply chain management framework of the
companies. The SCQM, in businesses, is thus, the coordination of all the participants in the
production and operational processes in the supply chain of the companies, with the intention
of continuous improvements of the products or services, process and creation of value so as
to maximise the satisfaction of the customers as well as the profitability and sustainability of
the companies.
2.7.1 Best Practices in Supply Chain Quality Management
Blanchard (2010), in his scholarly work, highlights the best practices which can be
found across the global business operations in the different aspects of Supply Chain Quality
Management to be as follows:
For Product/Process Design:
 Translation of customer requirements into products and services, with capabilities of
the suppliers into consideration
 Using relevant engineering and other tools for development of new products or
services to ensure quality improvement

35IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
 Ensuring cross-functional communications to reduce time for product development
and errors in the same (Zailani et al. 2012)
 Development of trust among the supply chain members
For Delivery and Support:
 Documentation and management of the value-added production as well as support or
delivery activities across the entire supply chain
 Usage of systematic methods of variation identification, product quality
measurements and for implementations of corrective actions in case of interruptions
or defects
 Continuous process improvements for better quality, shorter cycle times and better
performance of the supply chain participants of a company
 Monitoring performances of the suppliers and developing robust partnership relations
across the supply chain, from the procurement of raw materials to delivering the end
product or service to the final customers (Zailani et al. 2012)
2.8 Literature Gaps
A significant number of literary works and scholarly evidences can be seen to be
present in the contemporary global scenario, in the aspects of evolution of the concept of
supply chain management, the impacts and importance of applications of the same in the
global business framework, the activities which is taken into account and also in the aspects
of the importance of quality in supply chain management, the development of the notion and
application of supply chain quality management and the best practices present in the
contemporary global framework, in these aspects.
However, a lack can be seen to be remaining in the literary evidences, especially in
the aspects of how the importance of quality is perceived in supply chain management

36IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
operations in the UAE, especially in the manufacturing sectors, both from the perceptions of
the customers as well as the producers and how the same is incorporated in the supply chain
activities. The concerned research aims to fill these gaps by emphasizing on these aspects and
also on the core practices which are already present in the supply chain management in the
manufacturing sector of the UAE.
2.9 Conceptual Framework
Keeping the above discussions into account the concerned research intends to follow
the following conceptual framework:
On the consumer’s side:
The concerned research tries to capture the perception of quality in products and
services, on part of the consumers, by following the conceptual framework as follows:

37IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Customers’ Perception of Quality
Quality in supply chain
management
Quality of product
or services
delivered
Durability of the
product or service
Post purchase service
provided by the
company
Overall customer
service and
feedback
addressing aspects
Figure 5: Aspects on which the customers’ perception of quality depend
(Source: As created by the author)
All these factors regarding the perceptions of the quality have been further divided
into several sub-categories (present in the questionnaires attached in the Appendix).
On the Managers’ side:

38IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
SCQM
Factors
Strategic Planning and
Management
Continuous
Improvement
and Innovation
Sustainability
Commitment and
Involvement of
Stakeholders
Information
Leadership
The perceptions of the managers, regarding the different areas for managing the
quality in supply chain management, as considered in the concerned research can be seen to
be as follows:
Figure 6: Factors influencing quality management in supply chain performance
(Source: As created by the author)
Following these conceptual frameworks, the primary data (both from the customers as
well as from the managers) have been collected for the concerned research and the same have
been analysed and interpreted in accordance to the conceptual framework formed above.

39IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Chapter 3: RESEARCH METHODOLOGY
3.1 Introduction
For any research to be robust and relevant to the purpose, it is of immense importance
to design a proper research methodological framework with appropriate tools and techniques
to carry out the research related activities (Taylor, Bogdan and DeVault 2015). Keeping this
into consideration, the methodological framework followed by the concerned research can be
seen to be as follows.
3.2 Research Design
The research design shows the ways in which the different research related activities
and information are coordinated and utilised to fulfil the purpose of the concerned research.
There are three broad types of research design:
Figure 7: Types of Research Design
(Source: Smith 2015)
Research
design
Explanatory Exploratory Descriptive

40IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
The explanatory design helps in the identification and explanation of different
incidents and is generally used in quantitative studies. On the other hand, the exploratory
design helps in in-depth analysis of an issue of concern (Lewis 2015). The descriptive design
helps in studying phenomenon, by considering all the evidences available and then describing
the issue based on the evidences. In the concerned study, the descriptive design is adopted
keeping into account the primary aim of the research, of that of studying the importance of
quality in supply chain management in the manufacturing sector of the UAE.
3.3 Research Philosophy
The nature, source and knowledge on the basis of which a research is conducted is
known as the research philosophy, which in turn are of three primary types:
Figure 8: Types of Research Philosophies
(Source: Dang and Pheng 2015)
The Positivism approach involves hypotheses formation and testing for a study and is
highly structured, while the Realism Philosophy can be applied for both qualitative and
Research
philosophy
Positivism
Interpretivism
Realism

41IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
quantitative methodology and for the concerned subject matter. The Interpretivism
philosophy, on the other hand, facilitates in-depth analysis and interpretation of the concerned
issues. The concerned study, with the objective of studying the perceptions of consumers and
producers regarding the importance and impacts of quality in supply chain management in
the manufacturing sector of the UAE, incorporates the realism philosophy in this aspect due
its highest relevance (Mkansi 2012).
3.4 Research Approach
The way in which a research is carried out is shown in the research approach followed
in a concerned study, which are of two main types:
Figure 9: Types of Research Approaches
(Source: Graham 2013)
In the deductive approach, the hypotheses are formed before collection of evidences
and based on the analysis of the evidences these hypotheses are either accepted or rejected.
On the other hand, inductive approach involves the collection and study of the evidences,
Research
approach
Inductive
Deductive

42IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
based on which new observations, patterns and theories are inferred. Taking this into
consideration, the concerned research takes an inductive approach is adopted.
3.5 Data Sources, Nature, Collection and Analysis Methods
3.5.1 Data Sources
In general, researches are conducted on the basis of data collected from different
sources, which are primarily of two types- primary and secondary data. The primary data
includes those data which are collected from the relevant respondents by the researchers
themselves. However, although these data are more accurate however, collection of such data
takes time and is a costly process (Richard 2013). The secondary data on the other hand, are
collected from different sources and data reserves, which in turn is a time and cost-efficient
process but there remains a threat of unintended biasness and higher scopes for errors in these
types of data.
Figure 10: Types of Data Sources
(Source: Bernard 2017)
Data
Source
Types
Primary Secondary

43IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Keeping the significances and limitations of both types of data into consideration, the
study collects both secondary and primary data for the purpose of analysis and interpretation
of the issue considered (Polit and Beck 2010). While the secondary data is collected for the
purpose of studying the current core practices of supply chain management and quality
incorporation which are currently present in the industrial sector of UAE as a whole, the
primary data are collected from the consumers and managers, so as to incorporate their
perceptions regarding the importance of quality in products and services and the implantation
and implications of quality in supply chain management.
3.5.2 Nature of Data
Data collected are generally of the following types:
Figure 11: Types of Data
(Source: Bryman 2017)
While the quantitative data deals with the cardinal and numerically measurable
aspects of the issue concerned, there are many aspects and attributed related to a
Data Types
Qualitative
Quantitati
ve

44IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
phenomenon, which are ordinal or abstract in nature and are thus not included in the
quantitative evidences. These aspects are incorporated in the qualitative data. To make the
findings of the study more robust, the concerned research collects both quantitative as well as
qualitative data on the aspects of quality, its importance, impacts of quality on supply chain
management and the ways in which the same can be incorporated (Hussein 2015).
3.5.3 Data Collection Procedures
The secondary data, regarding the best and core practices in the supply chain
management in the overall industrial aspects of the UAS, for the concerned study, has been
collected from different sources like that of journals, peer reviewed articles, statistical data
sources (both government and non-government and authentic ones), especially of that of the
concerned country (Neuman 2013).
On the other hand, primary quantitative data have been collected with the help of
survey questionnaires from 50 respondents (both on the demand side as well as supply side of
manufacturing industry of the UAE). The respondents have been selected by the random
sampling method in order to prevent any intended or unintended bias in the sample selection
process (Cline 2011) and the sample size selected has considerable presence of people from
both the genders, different age groups and financial positions. The quantitative survey
questionnaire has been formed of close-ended questions formed with the objective of
capturing the perceptions regarding the importance of quality in supply chain management
and how they perceive and value quality in a product or a service (Wilcox et al. 2012).
Primary qualitative data have also been collected from four managers of different
manufacturing companies in the concerned country, in the form of in-depth interviews
consisting of several open-ended questions, specifically with the intention of capturing their

45IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
ideas and perceptions regarding the importance as well as implementation of quality
management in supply chain management framework in their work-places.
3.5.4 Data Analysis
For the purpose of analysis of the quantitative data collected, the statistical software
SPSS has been used and the relations between the different dependent and independent
variables (regarding the respondents’ perceptions of quality as a whole and also in the aspects
of supply chain management) have been studied and analysed with the help of the statistical
software platform. Statistical methods like that of frequency analysis and correlation analysis
have been conducted for the purpose of interpretation of different aspects of the data
collected (Treiman 2014). On the other hand, thematic analysis has been done for the
qualitative data collected to capture the perspectives of the managers in the manufacturing
sector of the UAE. A secondary analysis has been done on the basis of journals and literary
sources as well as statistical evidences present, regarding the core practices regarding the
supply chain management in the UAE, in the industrial sector in general as well as in the
manufacturing sector of the country in general (Miles, Huberman and Saldana 2013).
3.6 Ethical Consideration
For any research to be robust and productive as well as to be true to its objectives, it is
of immense importance to conduct the research in an ethical framework, abiding by the
ethical norms existent in these aspects. Keeping this into account, the concerned research
tries to abide by the following ethical standards to maintain the quality of the concerned
research:
 The respondents have been selected for the primary data collection by the process of
random sampling, so as to prevent any kind of intended or unintended bias in the

46IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
aspects of selection of the respondents (both the customers as well as the managers of
the manufacturing companies in the UAE).
 The interviews with all the respondents (customers and managers) have been carried
out only after seeking their consent and their responses have also been recorded with
their permission (Resnik 2011).
 The responses and perceptions collected from all the respondents have only been used
for the purpose of the research and have not been revealed to any external sources.
 To maintain the dignity and integrity of the respondents’ confidentiality has been
maintained in the entire selection and data collection process.
 The data collected have been analysed and interpreted unbiasedly and the results
obtained have been discussed impartially to stay true to the purpose of the concerned
research (Gillan and Pickerill 2012).
 The research activities have been carried out only after receiving permission from the
Ethical Board of the esteemed university.
3.7 Research Limitations
Due to the presence of time and cost constraints the research only focusses on a small
number of respondents (both customers and managers of manufacturing units), which in turn
leaves the risk of non-inclusion of all the variations in the opinions which can be present in
these aspects. Also, the research primarily concentrates on the impacts and implications of
quality management in supply chain activities in the manufacturing sector of the UAE,
thereby limiting its scope and does not consider the variations in these aspects in all the
industries in the contemporary global commercial scenario.

47IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Chapter 4: DATA ANALYSIS
4.1 Introduction
To study the impacts of quality in supply chain management as well as the ways of
implementation of the same and the limitations in these aspects, the concerned research has
resorted to collection of both primary as well as secondary data, the analysis of the same can
be seen in the concerned section.
4.2 Secondary Data Analysis
4.2.1 Hurdles in Supply Chain Practices in the UAE
Sundarakani, Tan and Over (2012), venturing in the overall domain of supply chain
management aspects in the industrial sectors of the United Arab Emirates, identify several
difficulties and hurdles in the implementations of the Supply Chain Management in the
concerned country, the primary ones being as follows:
a. Obstacles in information processing- This indicates towards the distortions in demand
information, which usually occur between the different stages in the supply chain operations,
which in turn leads to increase in the level of variabilities and defects.
b. Incentives Obstacles- The incentives which the different participants in the supply chain
management operations of the companies leads to varied actions on their parts, which often
increases the level of variabilities.

48IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
c. Pricing Obstacles- As per Randeree, Mahal and Narwani (2012), there also remain
significant confusions regarding the pricing policies for products and services which lead to
increase in time taken and costs of the companies as well as in the variabilities.
d. Behavioural Obstacles- Randeree, Mahal and Narwani (2012), also indicate towards the
presence of what is known as “Bullwhip Effect” within the supply chain operations of the
organizations in the UAE, in general, which in turn, refers to the problems and lack of
coordination which occurs in the aspects of learning within the organizations. These in turn,
lead to faulty structure and faulty communications between the participants in the different
stages of supply chain management within the organizations.
4.1.2 Core Practices in Supply Chain Management in the UAE
Gould, Macharis and Haasis (2010), in this context, highlights the core practices
which are usually present in the aspects of supply chain management in different industrial
aspects of the contemporary commercial scenario of the UAE. According to the authors, the
primary practices which can be seen to be present in these aspects, in the concerned country,
are as follows:
 Identification of the core competencies
 Optimization of the roles as well as responsibilities in the entire supply chain
framework
 Standardizations and modularisations of the model
 Designing the manufacturability, maintenance and life-cycle performance of the
products and services delivered by the concerned companies
 Building up alliances with the different suppliers and service providers
 Development and production of products and services jointly with that of the
suppliers

49IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
 Multi-project and pre-project sourcing (Balasubramanian 2014)
 Licensing and patenting activities
 Development of robust and long-term customer and product relationships
 Investment in the customers
 Equity investment in the suppliers of products related to the products offered by the
company
 Building robust product demand forecasts (Bag and Anand 2014)
Keeping these into consideration, the impacts of quality in the behaviour of the
customers as well as impacts and implementations of quality management in the aspects of
supply chain performances of the companies in the manufacturing sector of the UAE, are
discussed in the following sections, with the help of the data collected and analysed in these
aspects.
4.3 Primary Analysis
4.3.1 Quantitative Data Analysis
Frequency Analysis
The data for quantitative analysis has been collected from the 50 customer’s
perspectives regarding quality in the supply chain as well as in the products and services in
the manufacturing sector across UAE. The important criteria’s for evaluating the supply
chain quality among the customers has been analysed with the parameters such as Quality of
the Product delivered, Durability, Price of the Product, Post purchase support for the products
and Feedback provided by the company. In addition to this, some of the other questions for
the study has been included with the types of the suppliers and their dependency. The study
has also shown the opinion on the main criteria of quality in the supply chain, response on the
main factor for quality of the product, opinion on the quality of the product delivered

50IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
impacting the purchase decision, opinion on the high priced 3PL supplier’s providing better
service than the other low-priced players and expectation on the feedback provided by the
company.
Age of the Respondents
The age of the respondents of the study is seen with customers in the range of 35 to 45
years old. The second highest category of the individuals selected for the survey is seen to be
of age between 25 years and 34 years.
Table 1: Frequency of Age of the Respondents
Frequency Percent
Valid
18 to 24 7 14.0
25 to 34 12 24.0
35 to 45 16 32.0
46 to 55 5 10.0
56 or Older 10 20.0
Total 50 100.0
(Source: As created by the author)

51IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Figure 12: Age of the Respondents
(Source: As created by the author)
Response on the employment status
It needs to be discerned that most of the customers considered for the evaluation on
the employment status are seen under the list of individuals who are employed and working
full time. A considerable amount of the customers is depicted to be employed and working
part-time.
Table 2: Frequency of Response on the employment status
Frequency Percent
Valid
Employed, working full time 16 32.0
Employed, working part time 11 22.0
Not Employed 7 14.0
Retired 7 14.0
5.00 9 18.0
Total 50 100.0

52IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
(Source: As created by the author)
Figure 13: Current Employment Status
(Source: As created by the author)
Supplier Service dependency on a regular basis
The dependency on the services of the suppliers are considered to be mostly from the
Independent and Trade Show customers. The second highest responders for the study are
discerned in the category of manufacturers and vendors.
Table 3: Supplier Service dependency on a regular basis
Frequency Percent
Valid Importers 7 14.0
Wholesalers and Distributors 15 30.0
Manufacturers and Vendors 11 22.0

53IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Independent and Trade
Show Reps 17 34.0
Total 50 100.0
(Source: As created by the author)
Figure 14: Supplier Service dependency on a regular basis
(Source: As created by the author)
Opinion on the main criteria of quality in the supply chain
The main opinion on the criteria for the quality in the supply chain needs to be
depicted with the price of the product. Therefore, a greater number of the customers are
concerned about the price on which the products are received from the suppliers. These
criteria of the supply chain quality are seen to be followed by the responses related to the post
purchase support for the products.

54IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Table 4: Frequency on Opinion on the main criteria of quality in the supply chain
Frequency Percent
Valid
Durability 5 10.0
Feedback provided by the
company 6 12.0
Quality of the Product
delivered 10 20.0
Post purchase support for
the products 13 26.0
Price of the Product 16 32.0
Total 50 100.0
(Source: As created by the author)
Figure 15: Opinion on the main criteria of quality in the supply chain
(Source: As created by the author)
Response on the main factor for quality of the product

55IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
It needs to be discerned that most of the customers have considered the option for live
tracking for driving the quality in the supply chain. In addition to this, the customers are also
concerned about the zero discrepancy in terms of the number of units delivered to them.
Table 5: Frequency on Response on the main factor for quality of the product
Frequency Percent
Valid
Intact Packaging of the
Product 12 24.0
Live Tracking 15 30.0
Shortest delivery time 9 18.0
Zero discrepancy in number
of units delivered 14 28.0
Total 50 100.0
(Source: As created by the author)
Figure 16: Response on the main factor for quality of the product
(Source: As created by the author)
Opinion on the quality of the product delivered impacting the purchase decision

56IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
The customers have strongly agreed that the quality of the product delivered
impacting the purchase decision.
Table 6: Quality of the product delivered impacting the purchase decision
Frequency Percent
Valid
Strongly Agree 29 58.0
Agree 3 6.0
Neutral 2 4.0
Disagree 4 8.0
Strongly Disagree 12 24.0
Total 50 100.0
(Source: As created by the author)
Figure 17: Opinion on the quality of the product delivered impacting the purchase
decision
(Source: As created by the author)
Opinion on the high priced 3PL supplier’s providing better service than the other low-
priced players in the market

57IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
It needs to be considered that the customers have strongly agreed that the high priced
3 PL suppliers are able to provide a better quality in supply chain than the other low-priced
players in the market.
Table 7: Opinion on the high priced 3PL supplier’s providing better service than the
other low-priced players in the market
Frequency Percent
Valid
Strongly Agree 27 54.0
Agree 9 18.0
Neutral 7 14.0
Disagree 5 10.0
Strongly Disagree 2 4.0
Total 50 100.0
(Source: As created by the author)

58IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Figure 18: Opinion on the high priced 3PL supplier’s providing better service than the
other low-priced players in the market
(Source: As created by the author)
Expectation on the feedback provided by the company
As per the depictions of expectation on the feedback provided by the company most
of the customers have opined that the Quality parameters to evaluate the service of the
delivery executives is the most important aspect. The second highest priority needs to be
determined with the flexible option for return/ replacement of the product.
Table 8: Expectation regarding feedback addressing by the company
Frequency Percent

59IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Valid
Calling the customer to know
about overall delivery
experience
13 26.0
Flexible option for return/
replacement of the product 15 30.0
Options for price discount in
the future purchases 5 10.0
Quality parameters to
evaluate the service of
delivery executives
17 34.0
Total 50 100.0
(Source: As created by the author)
Figure 19: Expectation on the feedback provided by the company
(Source: As created by the author)
Post purchase service expected in the supply chain process

60IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
The highest number of the customers for the post purchase service are expected to
solve the queries in Social media. The second highest group of the customers have stated
about soliciting feedback of the post purchase service.
Table 9: Post purchase service expected in the supply chain process
Frequency
Valid
Customer support
interactions 6
Loyalty program 12
Personalization of the
products 3
Soliciting feedback 14
Solving queries in Social
media 15
Total 50
(Source: As created by the author)

61IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Figure 20: Post purchase service expected in the supply chain process
(Source: As created by the author)
Opinion on the durability of the product is a major component of the supply chain
quality
It needs to be depicted that most of the respondents strongly agree to the opinion on
the durability of the product as a major component of the supply chain quality.
Table 10: Durability of the product is a major component of the supply chain quality
Frequency Percent
Valid
Strongly Agree 25 50.0
Agree 12 24.0
Neutral 7 14.0
Disagree 3 6.0
Strongly Disagree 3 6.0
Total 50 100.0
(Source: As created by the author)

62IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Figure 21: Opinion on the durability of the product is a major component of the supply
chain quality
(Source: As created by the author)
Findings from the frequency analysis
The total mean age of the respondents has been seen with option 3 of the frequency
distribution. Some of the other interpretations of the data needs to be discerned with the
options 3 for the employment status, supplier services on which the respondents depend on a
regular basis from the frequency distribution. In addition to this some of the other facets of
the study has been discerned with the options 2 and 4 for opinion on the product delivered
factor and purchase decision factor. Moreover, the feedback provided by the company has
been referred with option 3. The purchase service and the durability of the products are taken
into consideration with the options 3.
Correlation Analysis
Table 11: Correlation of High priced 3 PL suppliers and quality of the product

63IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Correlations
High priced 3 PL
suppliers
provides better
service than
other low priced
players in the
market
The quality of
the product
delivered
impacts the
purchase
decision
High priced 3 PL suppliers
provides better service than
other low priced players in
the market
Pearson Correlation 1 .593**
Sig. (2-tailed) .000
N 50 50
The quality of the product
delivered impacts the
purchase decision
Pearson Correlation .593** 1
Sig. (2-tailed) .000
N 50 50
**. Correlation is significant at the 0.01 level (2-tailed).
(Source: As created by the author)
Table 12: Correlation of the quality of the product delivered
Correlations
The quality of
the product
delivered
impacts the
purchase
decision
Durability of the
product is a
major
component of
the supply chain
quality
The quality of the product
delivered impacts the
Pearson Correlation 1 .457**
Sig. (2-tailed) .001

64IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
purchase decision N 50 50
Durability of the product is a
major component of the
supply chain quality
Pearson Correlation .457** 1
Sig. (2-tailed) .001
N 50 50
**. Correlation is significant at the 0.01 level (2-tailed).
(Source: As created by the author)
Findings from the correlations
The Pearson correlation of the study has been conducted with the inclusion of the
High priced 3 PL suppliers who provides better service than other low-priced players in the
market and the quality of the product delivered impacts the purchase decision. This is evident
with the high correlation value of 0.59. In addition to this, there is a high correlation among
the quality of the product delivered impacts the purchase decision and Durability of the
product. This can be inferred with the high correlation of 0.457.
4.3.2 Qualitative Data Analysis
In the concerned research, six main themes regarding the implementation of the
quality in the SCM, as can be found in the perceptions of the four managers, working in
different manufacturing companied of the UAE, has been identified to be leadership,
Information, Sustainability, Stakeholders involvement and commitment and Continuous
improvement and innovation.
Theme 1: Leadership in performance management
The leadership and the efficiency of the leadership structure can be seen to be
pertained as one of the most crucial aspects in the domain of performance management of the
operations of the companies, including that of the performance of the supply chain
operations. This relationship is often discerned to be difficult to the built. As per the
transcriptions of the interview it needs to be discerned that the significant nature of the

65IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
considerations for the leadership is seen that the leadership aspect is identified with the
quality variables. In addition to this, there may be the requirement of the several types of the
cultural changes pertaining to the supply chain. The development of the close relationship
with the parties is also necessary for the assuming the leadership to integrate different parties.
In addition to this, the effectiveness in the leadership is able to enhance the overall
relationships with the suppliers which has positively impacted the quality management. The
leadership aspect in the organizations has been able to improve the differences concerned
with the practices of the HR and supply chain. The leadership also implies the influence of
the management which shapes operations pertaining to the supply chain partners.
The top management is concerned with the organization quality and cooperate with
the buyer-supplier relationship. This has been further conducive in enhancing the trust of the
supply chain quality. At times when the top management is concerned with providing the
unity of purpose and direction for the organization then they are able to create an internal
environment in which the people become aware of the achieving the organizational
objectives. The core enterprise in the supply chain has been further able to focus on the
relevant concerns which are seen to be associated to the issues as per the quality
management. The use off the leadership in the in the replies of the interview can be identified
with the improving the relationship between the supply chain members. This is also
beneficial in improving the cost efficiency, as can be seen to be highlighted by one of the
respondents:
“The focus of the company is seen to be based on the leadership which is responsible
for improving the relationship between the supply chain members. This is also beneficial in
improving the cost efficiency”.

66IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
In addition to this, there are several other respondents have stated that the leadership
aspect has been considered to be helpful for the maintaining cooperative culture which
changes among the people which are the in the supply chain. This consideration is evident
with the response provided by the fourth manager. As per this transcript it can be inferred
that “the focus on the quality in the SCM is seen to be considered with the leadership aspect
which is a result of maintaining cooperative culture which changes among the people which
are the in the supply chain”.
Theme 2: Continuous improvement and innovation
The operations and the production are subjected to the activities of the different
members who are involved in the supply chain as per the continuous improvement program.
These programs are further considered with the reducing the overall setup time and
increasing the production capacity and forging any rework which as a result of the
improvements as per the learning-based materials. The development with the supply chain
process is further depicted to be evident with the considerations of the importance of the
continuous learning improvements as per the competence of the supply chain. It has been
also discerned that there needs to be an augmented focus put with the constant mode of the
self-assessment which is evident in terms of the various types of the factors as per creating
the cooperation among the partners of the supply chain who are responsible for enabling
innovation for the customers. Hence, this is depicted to be important for the involvement of
the supply chain partners in the joint improvement of the activities which are responsible for
increasing the level of influence of the SCQM. The increased involvement of the customers
and the suppliers is also seen to been evident in terms of the increasing the influence of the
SCQM integration and innovation. The main indication of the continuous improvement and
innovation is evident among the suppliers with the considerations of the number of issues

67IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
which are based on the important aspects of ensuring quality in supply chain management.
For instance, one manager has stated that
“Organisation has been known to face significant issues which are related to the
continuous improvement brought by the innovation. The production and the quality
improvement team have to go through challenges which related to the development of supply
chain competence”.
This inference shows that the improvement in the SCQM has often being hampered
by the cost involved in the innovation. There needs to be several types of the factors
determined with the strategic changes which needs to be taken with the innovation factor.
Theme 3: Sustainability
The sustainability among the organizations is ensured with the number of factors
which are based on the improvement in the social, economic and environmental, quality and
social issues. There needs to be several types of the other factors which are needed to be
taken into considerations as per linking of the social, economic and environmental, quality
and social issues with the perfect integration of the quality. For instance, in case the buying
companies are seeking for an advantage for the purchase of the supplies, then the same needs
to be assessed with working conditions. The environmental management is evident to show
the important considerations of the study as per facilitating the adoption of the good
environmental practices. In the economic perspectives the quality in the supply chain among
the organizations has been ensured with the considerations of the number of factors which are
seen to be having a direct relevance of the different types of the concerns about the actions of
the customers and suppliers on a note of economic issues, social issues pertaining to greater
influence on the SCQM integration. The discussions on the sustainability theme can be drawn

68IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
on number of occasions from the managers have provided the recommendation for including
sustainability among the organizations.
The inference regarding sustainability and economic aspects can be seen in the
following statement of one of the managers interviewed:
“Recommend to management for maintaining a separate provision for focusing on
the sustainability among the organization. The focus on the economic aspects will also allow
the company to maintain and develop its performance in the long run”.
In addition to this, there has been number of responses from the managers of the
supply chain companies in UAE where they have stated that the various types of the issues in
the supply chain can be addressed
“The issues at present can be identified with sustainability and involvement of the
impact of the economic impacts with the materials procured. The social issues are often not
seen to be integrated with seeking the advantage with purchase of the supplies”.
Theme 4: Stakeholders involvement and commitment
The intensive cooperation of the stakeholders has been depicted with the increased
cooperation to coordinate and promote the quality management is different in nature. The
organizations are needed to participate actively on an immediate basis. The SCM is also
depicted to focus more on the aspects of the relationship with the external partners of the
business. On the other hand, quality management focus has been seen with more emphasis
with the internal participation of the employees. A negative consideration on the company’s
product or service may result in breach in trust which may have serious negative implications
on all stakeholders in the future. The integration of the stakeholders has been further
identified as per the various types of the depictions of the study which has been able to
improve the overall mutual understanding among the external stakeholders and coordinate

69IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
with the flow of information thereby building trust among the internal and the external
stakeholders. Stakeholders should also focus on reducing the gap in the implementation of the
SCQM. The higher is trust in the SC among the stakeholders, greater will be the overall
contribution pertaining to the SCQM integration.
The information obtained from the transcript of the study has been conducive in terms
of aiming to coordinate and promote the quality management in collaborative manner. This
theme is clearly evident with the response of the manager stating:
“Recommendation to the stakeholders would be aimed at coordinate and promote the
quality management in collaborative manner. In addition to this, it has been seen that the
organization need to participate in the number of initiatives which are seen to be related to
the immediate action of the stakeholders and degree of stakeholder’s participation”.
Theme 5: Information
The evidence pertaining to the buyers and sellers are often seen to process a
symmetric information related to quality of the product. Henceforth, it is necessary for the
buyers in portraying the information about capabilities and performance as stated to the
suppliers. They will be able to provide a better insight to meet the desired quality and
relevant information on both upstream and downstream operations. The evidence of use of
certain information can be clearly identified with recommendations pertaining to meeting of
certain objectives of quality parameters and ensuring supplies are able to exchange
information across the ERP process with better strategy.
“The main recommendation for the company pertains to meet the specific expectation
of the quality and optimum flow of both upstream and downstream information. The partners
and the suppliers need to exchange information as per better strategy adoption for ERP”.

70IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Therefore, the use of such information is important for maintaining quality in supply
chain for the producers in UAE. Moreover, the partnership with the suppliers are also
conducive in bringing positive results in terms of exchange of information. The ERP process
in general will be able to ensure better transparency and tracking abilities of information.
This will be ensured with symmetrical monitoring and controlling of the flow of materials
throughout the operation chain. The effective sharing of information in the supply chain seem
to be supported with advancements made in the field of information technology.
As per the response provided by the managers some of the companies of UAE faces
several challenges associated to ensuring the quality in the SCM is often discerned with
exchange of the information. This is evident with the response of a asymmetrical information
about the quality of information processed.
“The company faces significant amount challenges which are associated to ensuring
the quality in the SCM is often discerned with exchange of the information. It has been also
seen that the information supply chain possesses asymmetrical information on the supply
chain operations. This is seen to cause significant problems for the disparity in the expected
quality of the information”.
Theme 6: Management and strategic planning
The strategy planning is considered as the key enabler for SCQM. The important
requirement in this aspect is seen with finding the weakest link pertaining to supply chain of
the company. In case the supply chain has several developing and close strategy planning
processes then an organisation needs to work with few suppliers was able to provide high
quality of service. On the contrary, it is also important to manage the workflow of five wider
suppliers. Sustainability, leadership, culture and information technology management is

71IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
important aspect of overall quality and supplier participation. The greater implementation of
strategic planning will be able to increase the influence of SCQM integration.
The responses pertaining to strategic information can be directly identified with focus
of the company with ensuring production design. Such a response can be evident with the
managers of UAE supply chain industry:
“The management of my organization focuses on the quality aspect by ensuring
production design. We strive to implement strategic information by sharing necessary
information as per culture, leadership, sustainability and IT”.
In addition to this, the strategy initiatives of the company are also focused with
customer and the producers. As per the transcriptions of the interview the managers have
stated that most companies focus on quality aspect of the raw materials which is identified as
supreme strategy initiative along with ensuring minimum cost of procurement. The reliability
of such an information is evident with:
“Company’s main focus is seen to be associated to the relationship with customer.
The main focus of the company has been seen to be depicted with the focusing on the quality
of the raw materials. The main focus of the strategic initiatives of our company has been
taken into consideration with the cost efficiency”.
This shows the focus of the company on both aspect of maintaining positive
relationship with the customers and procure raw materials at the best price.

72IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Chapter 5: DISCUSSION
5.1 Discussion
The important aspects in the discussion area of the study relates to the application of
the both the quantitative and qualitative aspects in this scenario. It can be inferred that the
significant aspects in terms of the improvement in the quality of the supply chain has been
depicted to be important as per the customers of the service. It needs to be also understood
that the translations of the requirement of the customer relating to the products, services and
capabilities to the products and services delivered to them, needs to be considered with the
process design. As per the results of the quantitative study it can be said that the customers
are concerned about the price on which the products are received from the suppliers. The
perceptions and responses recorded, in the qualitative interviews with the managers working
in the different manufacturing companies in the UAE, quality is seen to be one of the most
important aspects in the overall operational framework as well as in the supply chain
management operations of the companies in the manufacturing sectors of the companies. The
same can be achieved by focussing on robust leadership structures, improving the products
and processes and also incorporating innovations in the same in the production processes,
establishing overall sustainability in the supply chain management processes, monitoring and
encouraging productive involvement and commitment of all the stakeholders and also by
facilitating proper flow of information among the different participants throughout the entire
supply chain of the companies.
The relevant tools pertaining to the engineering can be also seen to be evident with
the various types of the aspects used in terms, of the engineering and the tools used for
development of the new products to ensure improve in the quality of the service. As per the
depictions of the qualitative study it can be stated that the managers of the supply chain
industry in UAE look forward to continuous innovation which is the main driving factor for

73IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
the innovation in the supply chain process. The inference from the quantitative aspects of the
data has been able to be revealed with the strong agreement of the purchase decision getting
influenced by the quality of the product.
The consideration of the various types of the cross functional tools in the study needs
to be considered with the product development. The evidence of the use of the cross-function
tool can be drawn from the various types of the inference as per the communication which
takes place with the use of ERP. However, in terms of the ERP integration several companies
have lagged in their performance. It needs to be also stated that development of trust among
the supply chain members is an important aspect. The various types of the cooperation among
the supplier is seen to be perceived as an important aspect in this scenario.
5.2 Summary of the Research Findings
The concerned research, with the objective of studying the impacts of quality in the
supply chain management performance in the manufacturing sector of the UAE (both from
the perspectives of the customers and the producers or managers in these areas) conduct an
extensive primary as well as secondary data collection and analysis in these aspects. The
secondary data collected in the aspects of the contemporary scenarios in the supply chain
management operations present in the UAE, indicates towards the presence of different core
practices like that of building up alliances with the suppliers, robust customer relationships,
decrease of cycle timings, investing in customers, suppliers and producers of related products
and other similar activities in the contemporary supply chain management of the businesses
in the booming economy of the concerned country. However, the evidences also show the
presence of different hurdles and obstacles like that of behavioural, incentive,
communicational, information and pricing obstacles which, together, make the
implementation and monitoring of an efficient supply chain management framework in the
operations challenging and to some extent difficult in the concerned country.

74IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
To capture the perceptions of the customers regarding quality in supply chain the
research conducts a survey with 50 respondents of various age groups and employment
status. As is evident from their responses, the customers view price as one of the primary
criteria of quality in the supply chain management aspects, followed by that of the post-
purchase supports, both of which heavily depend on how efficiently the supply chain
framework of the companies from which they purchase goods or services. Regarding the
product delivery process, the respondents seem to perceive the live tracking system and
absence of discrepancies in the number and quality of products delivered to be the most
important factors, which again, is subjected to the efficiency of supply chain operations of the
company. The customers can also be seen to be mostly agreeing in the aspects of the
importance of product delivery quality on the purchase intentions of the customers. Thus, the
quality parameter can be seen to be perceived as a considerably important factor in the
overall product and product delivery aspects of the companies, which in turn indicates
towards the increasing importance of quality management in the supply chain performance
and activities of the manufacturing industries in the UAE in the contemporary period.
On the other hand, the research also tries to capture the perceptions of the managers,
regarding the primary aspects of implementation of quality in supply chain management
operations in the aspects of Leadership, Sustainability, Stakeholder Involvement and
Commitment, Commitment and Continuous Improvement and Innovation. As per the
perceptions and responses recorded, quality is one of the most important aspects in the
overall operational framework as well as in the supply chain management operations of the
companies in the manufacturing sectors of the companies. The same can be achieved by
focussing on robust leadership structures, improving the products and processes and also
incorporating innovations in the same in the production processes, establishing overall
sustainability in the supply chain management processes, monitoring and encouraging

75IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
productive involvement and commitment of all the stakeholders and also by facilitating
proper flow of information among the different participants throughout the entire supply
chain of the companies. Managing and developing strategic plans for the development of
supply chain management activities, based on the requirements and interests of the
stakeholders as well as the companies, also play crucial roles in incorporating quality and
enhancing the supply chain performance of the concerned companies.

76IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Chapter 6: CONCLUSION AND RECOMMENDATIONS
6.1 Introduction
It is evident from the above discussion that in the recent period, with the increasing
expansion of businesses across the globe and also with the number of participants (both in the
demand as well as in the supply side) in the domain of different businesses increasing, the
importance of the presence of an appropriate supply chain framework in the productive and
other operational aspects of the companies has been increasingly felt across the globe, which
in turn has been aggravated even more by the frequently changing needs, demands and
preferences of the customers across the globe.
In this context, the UAE can be seen to be developing as one of the manufacturing
giants in the contemporary period, which in turn has led to the increase in the importance of
the supply chain management activities in the country, especially in the manufacturing sector.
In the recent periods, the companies, in these domains tend to compete in the aspects of their
supply chain efficiency and a considerable amount of the competitiveness, sustainability and
profitability of the company as well as the level of goodwill and positive reputations which
the companies enjoy in terms of the perceptions of the customers depend on the level of
efficiency and cost-effectiveness which the supply chain operations and frameworks of the
companies portray. This in turn, indicates towards the increase in the importance of quality
management in the supply chain framework
6.2 Recommendations
From the above discussion, it is evident that the incorporation and development of
quality management is extremely crucial in the supply chain management scenarios in the
contemporary period, especially in the manufacturing sector of the UAE as the same has
direct linkages with the level of customer satisfaction and their positive perceptions regarding
the service quality of the companies, which in turn positively affects the profitability,

77IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
competitiveness and sustainability of the companies in this domain. As can be seen from the
responses of the customers, they tend to focus on the attributes and qualities of the products
(like product durability) as well as on the service quality of the provider (like fast delivery,
customer assistance, higher interactions and other aspects). This can be seen to be supported
by the various literary works reviewed in the second chapter of the thesis, where many of the
scholars can be seen to be strongly asserting that the quality of the products as well as
services provided by the companies, have direct linkage with the customer satisfaction and
emphasizing on quality management in SCM framework can have considerable positive
implications in these aspects.
For the purpose of ensuring quality in supply chain management and for enhancing
the performance of the same, the companies need to focus more on building the leadership
structure and its efficiency in the operational framework and also needs to build a long-term,
productive and sustainable supply chain framework with productive and mutually beneficial
relationships with the suppliers and the customers. Integration of information related to the
overall supply chain framework, though ERP is also one of the significant ways of
incorporating quality in the supply chain system along with the process of continuous
improvements and incorporation of innovations in the supply chain management operations.
6.3 Limitations and Future Scopes
The research, however, remains constricted to only the manufacturing sector of the
UAE and the sample size considered is also small, which creates the possibility of exclusion
of various perceptions regarding the impact of quality management in supply chain
performances and the implications of the same in the global scenario. This in turn indicates
towards the presence of huge scopes for the future researches in this domain, especially in the
aspects of studying the impacts of quality in supply chain management and the ways of
implementing quality management for enhancement of supply chain performance, both in

78IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
different industrial domains of the UAE as well as in the global commercial scenario as a
whole.

79IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
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88IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
8. Appendix
Questionnaires
Survey Form
Survey on Quality in Supply Chain Management (Customers Viewpoint)
I appreciate your time and willingness to be a part of my survey
Question Please tick on the appropriate box

89IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
5 4 3 2 1
1. What is
your age? 18 to 24 25 to 34 35-45 46-55 56 or Older
5 4 3 2 1
2. What is
your present
employment
status?
Retired Student Not
Employed
Employed,
working part-
time
Employed,
working
full time
5 4 3 4
3. What
kind of
supplier
service you
depend on a
regular
basis?
Manufacturers
and Vendors
Wholesalers
and
Distributors
Independent
and Trade
Show Reps
Importers
5 4 3 2 1
4. In your
opinion
what is the
main
criterion of
quality in
supply
chain?
Quality of the
Product
delivered
Durability Price of the
Product
Post purchase
support for the
products
Feedback
provided
by the
company
4 3 2 1
5. In your
opinion
what is the
main factor
for quality
of the
product
delivered?
Intact
Packaging of
the Product
Zero
discrepancy
in number
of units
delivered
Live
Tracking Shortest delivery time
5 4 3 2 1
6. The
quality of
the product
delivered
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree

90IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
impacts the
purchase
decision
5 4 3 2 1
7. High
priced 3 PL
suppliers
provides
better
service than
other low-
priced
players in
the market
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
4 3 2 1
8. What are
the main
aspects you
expect in
feedbacks
provided by
the
company?
Quality
parameters to
evaluate the
service of the
delivery
executives
Flexible
option for
return/
replacement
of the
product
Calling the
customer to
know about
overall
delivery
experience
Options for price discount in
the future purchases
5 4 3 2 1
9. What
kind of post
purchase
service do
you expect
in the supply
chain
process?
Soliciting
feedback
Loyalty
program
Solving
queries in
Social
media
Personalization
of the products
Customer
support
interactions
5 4 3 2 1
10.
Durability
of the
product is a
major
component
of the
supply chain
quality
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree

91IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Interview with the Managers
Semi-Structured Interview- Manager 1
1. How does your company focus on implementing quality in supply chain management?
Answer: The management of my organization focuses on the quality aspect by ensuring
production design. We strive to implement strategic information by sharing necessary
information as per culture, leadership, sustainability and IT.
2. How have these qualities ensuring activities in supply chain management helped your
company?
Answer: The aforementioned initiatives for the quality development parameters has been
conducive as per the reducing cost aspect of the product and focusing increasing revenue of
the company. The management of the company has seen to be taking several types of the
initiatives focusing sustainable relation relationship. The sustainability in our company is
ensured with improving the overall environment for the sustainability which are depicted to
be conducive for identification of the several types of the factors as per social,
environmental and economic implication on the raw materials.
3. what are the problems faced in the aspects of ensuring quality in supply chain management
Answer: The company faces significant amount challenges which are associated to
ensuring the quality in the SCM is often discerned with exchange of the information. It
has been also seen that the information supply chain possesses asymmetrical information
on the supply chain operations. This is seen to cause significant problems for the disparity

92IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
in the expected quality of the information.
4. what are your recommendations in this aspect
Answer: My main recommendation to the stakeholders would be aimed at coordinate and
promote the quality management in collaborative manner. In addition to this, it has been
seen that the organization need to participate in the number of initiatives which are seen to
be related to the immediate action of the stakeholders and degree of stakeholder’s
participation.
Semi-Structured Interview- Manager 2
1. How does your company focus on implementing quality in supply chain management?
Answer: My company’s main focus is seen to be associated to the relationship with
customer. The main focus of the company has been seen to be depicted with the focusing
on the quality of the raw materials. The main focus of the strategic initiatives of our
company has been taken into consideration with the cost efficiency.
2. How have these qualities ensuring activities in supply chain management helped your
company?

93IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
Answer: The different types of the strategic initiatives has been conducive for us in
focusing on the maintaining a sustainable relationship with the clients.
3. What are the problems faced in the aspects of ensuring quality in supply chain
management
Answer: My organisation has been known to face significant issues which are related to
the continuous improvement brought by the innovation. The production and the quality
improvement team have to go through challenges which related to the development of
supply chain competence.
4. What are your recommendations in this aspect
Answer: I would recommend to my management for maintaining a separate provision for
focusing on the sustainability among the organization. The focus on the economic aspects
will also allow the company to maintain and develop its performance in the long run.
Semi-Structured Interview- Manager 3
1. How does your company focus on implementing quality in supply chain management?
Answer: In my opinion the focus of the company is seen to be based on the leadership
which is responsible for improving the relationship between the supply chain members.
This is also beneficial in improving the cost efficiency.

94IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
2. How have these qualities ensuring activities in supply chain management helped your
company?
Answer: The quality factors in our organization has been able to contribute to the goodwill
of the company. This has also helped us to expand the business and focus towards the goal
of sustainability in the company.
3. What are the problems faced in the aspects of ensuring quality in supply chain
management
Answer: The quality in the supply chain is manly affected with lack of information
technology to adequately capture the various types of the factors which will be able to
focus on the capturing the knowledge results in lack of supply chain thereby opening the
door for deceptive and opportunistic behaviours.
4. What are your recommendations in this aspect
Answer: I would like to recommend to the management on focusing on the weakest link in
the supply chain management of the company and resolving the issues associated to the
control management.
Semi-Structured Interview- Manager 4
1. How does your company focus on implementing quality in supply chain management?
Answer: The focus on the quality in the SCM is seen to be considered with the leadership
aspect which is a result of maintaining cooperative culture which changes among the

95IMPACTS OF QUALITY IN SUPPLY CHAIN MANAGEMENT
people which are the in the supply chain.
2. How have these qualities ensuring activities in supply chain management helped your
company?
Answer: The quality in the supply chain has significantly contributed to continuous
improvement towards activities in the SCM. The increased involvement among the
members of the supply chain has improved the overall integration of the SCM activities.
3. What are the problems faced in the aspects of ensuring quality in supply chain
management
Answer: The issues at present can be identified with sustainability and involvement of the
impact of the economic impacts with the materials procured. The social issues are often not
seen to be integrated with seeking the advantage with purchase of the supplies.
4. What are your recommendations in this aspect
Answer: The main recommendation for the company pertains to meet the specific
expectation of the quality and optimum flow of both upstream and downstream
information. The partners and the suppliers need to exchange information as per better
strategy adoption for ERP.