Factors influencing swift and effective resolution of supplier problems

Abstract

Purpose – How might an organization swiftly resolve supplier problems such that the issue does not reoccur? The purpose of this study seeks to understand the impact of different knowledge-sharing routines on measures of effective problem resolution.

Design/methodology/approach – Data are collected from an automotive manufacturer’s (buyer) database. A hierarchical linear model analyzes dyadic data collected from 155 problems across 24 suppliers.

Findings – This study reveals that different ways of communicating have differing impact on measures of effective problem-solving. Communication involving face-to-face interaction slows the process, whereas frequent communication can lead to swift resolution. Furthermore, management teams are more likely to lead to a “better” fix in that these teams are more likely to implement changes in the process or product.

Research limitations/implications – The data are for a tier-one automotive supplier. Hence, the findings are limited by the extent to which other organizations may differ.

Practical implications – The results provide insights for managers experiencing supply issues. Some forms of communication should be encouraged as they enhance the process. Moreover, the findings suggest there are consequences to pressuring a supplier to resolve a complaint quickly.

Originality/value – Very few researchers can claim to have investigated observed collaborative mechanisms that occur between a buyer and its suppliers when resolving a problem. This research adds to the literature on the relational view theory as it applies to supply chain management and problem resolution.