Quản trị chất lượng trong chuỗi cung ứng thịt gia súc, gia cầm ở việt nam tt tiếng anh

Therefore, the topic "Quality management in the livestock and poultry meat supply chain in Vietnam" is a research with practical and urgent significance in the general trend of the devel

1 The urgency of the reseach topic

Today, in order to achieve the target of ensuring the quality of output productsand increasing the competitiveness of commodity supply chains (SCs), it is necessary

to establish and organize the supply chains according to certain links and focus ondeployment quality management (QM) practices in and out of the chain In thatcontext, current studies on QM are not only focused on the scope of research of QMpractices within an independent organization, but also which is tending to shift andexpand the scope of research into the supply chain of the organizations

In Vietnam, in recent years, although the trend of forming and developing ofSCs in general and livestock and poultry meat SCs in particular under certain forms

of association and structure has been inevitable, contributing to supply a certainamount of quality, hygiene and safety food to the market However, the number ofSCs formed and managed in a methodical, safe, effective and successful way in ourcountry today is not much In particular, many chains after forming are facing manylimitations and difficulties of traditional consumer habits and behaviors ofVietnamese consumers On the contrary, in addition to the well-organized andassociated SCs, the majority of livestock and poultry meat in Vietnam is nowsupplied through small business units, lack of association between stages in theproduct supply process and not guarantee the quality of output products

Therefore, the topic "Quality management in the livestock and poultry meat supply chain in Vietnam" is a research with practical and urgent

significance in the general trend of the development of commodity SCs and QM

in SCs, as well as the actual context of production and business of livestock andpoultry meat in Vietnam today

2 Overview of research situation

a) Overview of foreign studies

* Overview of research on quality, QM in general and QM in food production and business in particular

In general, in the new trends of modern QM, the objectives and practices of

QM are not only about product quality and technical management activities Instead,the meet to the needs of customers in the market in general or the requirements of theorganization's imprortant customers and stakeholders requires that QM change andexpand of management objects from products to resources, operational processes andthe management system This was reviewed of some the reseachs and the approach

ways of GM by the time, representative such as: JM Juran (1951), Kaoru Ishikawa (1988), Tilman Becker (1999), Karen Brunsø và cs (2002), Pieternel A Luning and Willem J Marcelis (2007) and ISO 9000 standards - versions in recent years.

* Overview of the research on quality management in the SC and food SC

The development of commodity supply chains and supply chain management isclearly a research topic that has received a lot of attention recently In particular, a

number of studies focused on the quality management in supply chain From theoverview of studies, the author synthesizes two main approaches in the QM studies insupply chain as follows:

The first approach, based on SC management, studies reviewing the QM as an

independent functional aspect can integrate with SC management Under thisapproach, the term supply chain quality management (SCQM) was started in twodecades with some scholarly researches on content and somponents of SCQM Some

typical examples are: Gyaneshwar Singh Kushwaha and Deepak Barman (2010), Ana Cristina Fernandes et al (2014), Carol J Robinson and Manoj K Malhotra (2005)

In addition to the above approach, there is another fundamental approach to QM

in SC mentioned in recent studies around the world It is a direct approach to the QM

of each member unit in the relationship and correlation with other members within the

SC, for example: Wijnand van Plaggenhoef's research ( 2007), Brigitte Petersen et al (2014, Jon H Hanf and Agata Pieniadz (2007), Csaba Berde and Miklos Pakurar (2002), J Han et al (2006), Schulze Althoff et al (2005), Lang and Petersen (2012), Brinkmann et al (2011);

In addition to the above theoretical studies, there are also a number of studies onpractical aspects and practical experience in implementing QM of some specific

CCUTP such as: Research by John Spriggs et al 2000), MD de Barcellos et al (2006), Jacques Viaene and Wim Verbeke (1998) It can be seen that, in general, in the

industry of agriculture and food, the aspect of supply chain management as well as

QM in the chain are also the topics that have been interested in research for a recent

decade As Ludwig Theuvsen et al (2007) summarized: “Issues of coordination among actors in food supply chain will have a great influence on QM activities in the whole chain However, there is not really much research focusing on quality management in food supply chain While some studies focused on the technical quality aspects of the chain's QM, others focus on models related to information systems and quality communication activities in the chain the methodology on coordination between actors in the chain or studies on the effect of chain linkage mechanisms on the coordination of quality management in the chain” It can be said that this is the

most general statement, showing a comprehensive review of the world's studies onquality management in food supply chain in recent years

b) Overview of studies in Vietnam

* Overview of research on quality, QM and food QM

According to new research trends on quality and quality management inrecent decades, quality and quality management of food is one of the topics thatreceive a great attention from researchers In particular, in addition to the researchfocusing on technical aspects, many other studies focus on the practice ofbuilding, applying, and implementing quality management models in foodbusiness, such as ISO 9000, ISO 22000, HACCP, VIETGAP / GAHP, GLOBAL

GAP, BRC Some studies were reviewed by authors such as Tran Khac Thi et al

(2013), Dang Thi Be (2013), Nguyen Van Giap (2015).

* Overview of the research on quality management in the SC and food SC

In Vietnam, in the situation of the food pollution has become more serious andthe situation of unassurent quality and food hygiene of many food in many places, theproblem of food quality management and food chain management is receiving greatattention not only from researchers, business and Government In particular, theresearch on QM in SC in Vietnam focus mainly on a number of topics such as:

Researching technical factors and internal QM on each stage of food SC such as: Vo Thi Thanh Loc (2006), Nguyen Doan Khoi (2011); Research and propose solutions,

models to build and develop SCs in the direction of ensuring quality and food safety,

such as: Do Thi Ngoc (2011), Truong Dinh Chien (2015), Dinh Van Oanh (2015), To Duc Hanh (2015), An Thi Thanh Nhan (2016), Le Thi Minh Hang (2017).

c) Some conclusions from the overview of the studies and identifying research’s gaps

From the overview of the above-mentioned research situation, it is seen that:The development of the quality management in general and the quality management infood business in particular are showing certain change trends:

Firstly, quality management does not only focus on product quality and technical

activities, today the organization's quality management cover functional activities tomanage the factors, process and the whole system, aiming to meet the requirements ofcustomers and stakeholders

Secondly, in the new context, with the increase of links in busines, contributing to the

formation and development of organized and linked supply chains Qualitymanagement must change from the scope of managing activities of individualproduction and business to the trend of coordination and quality control along thechain or on links of chain

In Vietnam, when the development of food chain’s links is still at an earlystage, there have not been many studies and research approaches to exploit this topic

A number of studies that have been conducted have been approached in a number ofresearch directions focusing on such aspects as: Researching and managing technicalfactors to ensure quality on each stage of SC; Studying and building chain modelstowards quality assurance and food safety for commodity SCs In particular, for themeat industry, through the review process, it can be seen that it has not studies havebased on the QM activities of a unit in the SC context, especially is the QMcoordination among members in livestock and poultry meat SC This is a research gapthat the thesis aims to continue to expand the approaches in quality management insupply chain, associated with the development activities of livestock and poultry meatSCs in Vietnam

3 Research purpose and tasks

Research purpose: Proposing solutions and recommendations to enhance QM

activities in the SC of members participating in the livestock and poultry meat SCs in

Vietnam, orienting to phase until 2025, vision to 2030.

The research tasks include: (1) systematizing theoretical foundations to

establish the content of QM practices in the livestock and poultry meat SCs; Studyingpractical experience of QM in some successful the livestock and poultry meat SCs inthe world to learn the lessons for the livestock and poultry meat SCs in Vietnam; (2)Research, analyze and assess the current status of QM in the livestock and poultrymeat SCs in Vietnam based on the established theoretical research contents; (3)Proposing some solutions and recommendations to enhance QM practices in thelivestock and poultry meat SCs in Vietnam in the coming time

4 Research subject and scope

Subject of research: is the theoretical and practical issues of QM in the SC of

members participating in the SC of livestock and poultry meat industry in Vietnam

Some scopes of research:

- The scope of object and the research’s approach: (1) Focus on fresh pork and

poultry products in Vietnam; (2) Focus on QM practices in SC in the micro-approach

of the unit; (3) Research focused on the main actors that owning product lines andcreate major added value for the SC of livestock and poultry meat industry, such asbreeding, slaughtering, distributing livestock and poultry meat products

- The scope of space: Focusing on SCs formed and operating stages from

breading to retail in the territory of Vietnam; The reseach do not consider importand export products related meat

- The scope of timing: The topic collected data and statistics in recent years

(2014-2019); The solutions and recommendations for orientation to 2025, vision to 2030

5 Research method

- Secondary data collected from: Statistical information and data on livestock andpoultry meat production and consumption in Vietnam are provided and published bythe General Statistics Office; State agencies and statistical databases of localities inVietnam; The reporting on the development of livestock, slaughtering, processing andretailing of livestock and poultry meat industry from functional ministries and locals;The reports of research projects, projects and research programs of state agencies ;Legal documents expressing policies, planning, regulations of the State relating tobusiness and management of livestock and poultry meat products; Information aboutproduction and business of livestock and poultry meat is posted on the websites ofbusinesses and official newspapers in Vietnam

Primary data are collected through two methods:

- Interview method: Used to clarify the contents: (1) "Suggest the criteria for measuring the content of practices and results QM in the livestock and poultry meat SC"; (2) "Expert opinion on orientation the model and solutions of QM in the livestock and poultry meat SC in Vietnam" (3) “Gathering information on three case studies, including: Chicken Breeding Association of Soc Son Hill, Centralized slaughter system of Thinh An Joint Stock Company, VISSAN Vietnam

Animal Husbandry Industry Co., Ltd ".

- Survey method: through 287 questionnaires processed and analyzed data Subjects

of the survey are the organizations participating in various stages in the livestock andpoultry meat SC in Vietnam, from breading to retail, concentrated in the localities, suchas: Hanoi and Ho Chi Minh City, Ha Nam province and Dong Nai province

6 New contributions of the thesis

In theory:

The thesis has contributed to forming a basic theoretical framework ofquality management in food SC in general and livestock and poultry meat inparticular, expanding the scope of theoretical research from quality management

of independent organizations to the context of integrated quality management ofmembers along the supply chain On the basis of systematizing importanttheoretical bases on quality, quality management and quality management in food

SC, the thesis has determined the basic contents of QM in livestock and poultrymeat SC, including: (1) Supplier Quality Management; (2) Quality management

of internal factors and processes; (3) Quality management according to customerorientation;(4) Quality management links and coordination in SC From here, thethesis has synthesized and established the criteria for measuring QM activities andthe results of the QM of the units in the livestock and poultry meat SC

In practice:

Firstly, through studying the experience of QM in livestock and poultry

meat SCs of some countries in the world, the thesis has drawn six lessons that can

be referenced and applied in QM in livestock and poultry meat SCs in Vietnam

Secondly, through the data collected from the three case studies and the

survey data of units at different stages in the livestock and poultry SCs inVietnam, the thesis describes a situation from specific to overview of theactivities and results of QM of units in livestock and poultry meat SCs inVietnam The thesis has pointed out the advantages and disadvantages in QM inthe SC of the units, and at the same time analyzed the objective and subjectivecauses as a basis for proposing solutions

Finally, based on an overview of forecasts about consumer trends and

behavior, trends in production and business activities and QM as well as theimpacts of macro management strategies and policies to QM of units in livestockand poultry meat SCs in Vietnam, the period to 2025, vision to 2030, the thesishas proposed five groups of solutions and two groups of ecommendations onpolicies and State management

7 Structure of the thesis

In addition to the introduction and conclusion, the thesis is structured into

03 chapters: Chapter 1: Theoretical and practical background on QM in thelivestock and poultry meat SC; Chapter 2: Situation of QM in the livestock andpoultry meat SC in Vietnam; Chapter 3: Solutions and recommendations to

enhance QM in the livestock and poultry meat SC in Vietnam

CHAPTER 1: THEORETICAL AND PRACTICAL BACKGROUND ON QUALITY MANAGEMENT IN THE LIVESTOCK AND POULTRY

MEAT SUPPLY CHAIN 1.1 Some basic theoretical issues of quality, quality management and supply chain

1.1.1 Overview of quality and quality management

1.1.1.1 Concept and approaches of quality

In general, in the current context of business, an organization oriented towardsquality will promote culture that will lead to behavior, attitudes, activities andprocesses that bring value through meeting demand and expectations of customersand other interested parties (according to ISO 9000: 2015) The International

Organization for Standardization (ISO) has shown than: "Quality is the level of a set of inherent characteristics that meet the requirements” (ISO 9000: 2005) The nature of quality is "the fulfillment of the requirements" In particular, requirements are

determined from parties, such as: customer’s requirements (including internalcustomers and external customers), organizational / business’s requirements,requirements of shareholders or partners in SC, requirements of State agencies,requirements of law, requirements of independent certification organizations, This

is the viewpoint and concept of quality that the thesis aims to this research

1.1.1.2 Concept and approaches of quality management

The history of the QM in the world has gone through many stages ofdevelopment with different methods and approaches In general, in the previousstages, quality management based on activities in the organization towards goals ofproduction and supply of product‘s quality to meet customers' needs However, up tonow, following the approach of modern quality management, QM in an organizationdoes not just stop at managing and controlling technical activities to create product’squality but also include management activities that guide and control the wholeorganization about quality

According to ISO 9000: 2015: “Quality management is a coordinated activities to orient and control a quality-related organization” It can be said that ISO

9000's approach of QM has created a new step in the approach of QM, moving fromquality approach focused on product to quality of activities and process in themanagement system This approach is completely approciate to the general trend ofmodern QM which is oriented to a total quality management in system and process,with the participation of all members within the organization and the parties related tothe organization This is the approach of QM that the thesis aims in in this study

1.1.2 Some basic theoretical issues of the supply chain

1.1.2.1 Concept of supply chain

In fact, starting from an unit can form one or more different SCs In otherwords, each enterprise can be a member of many different SCs and play different rolesand functions in each SC Therefore, based on the expanding approach in SC ingeneral and SC of food in particular, in this study, the thesis's approach is to considerthe formation of SC from a specific unit in the chain, expand to other

partners/members in the chain as well as the association and coordination betweenunits and partners/members in the chain to bring goods from production to consumer.

1.1.2.2 Supply chain structure of an organization

Any structure form of SC requires a combination of members to performmany different functions Because the nature of SC is the association andcoordination among members, from manufacturers to retailers to bring productsfrom production to market In structure of SC, there are main members andsupport members The main members will participate regularly in the process oftrade and product ownership, including manufacturers, distributors, wholesalersand retailers In contrast, the support members do not own the product line and donot participate regularly in the operation of the SC

1.1.2.3 Mechanism of core operating the supply chain

The role of a SC is to bring products from production activities to consumermarkets with the participation of many member units At any stage in the entire SC,participants must operate based on three core processes, including: Purchasing -manufacturing - distribution

1.1.2.4 Mechanism of relationship and linkage in the product supply chain

The relationship and linkage mechanism in the SC represents therelationships and linkages between the members in a chain Whether a member isconsidered to be deeply involved in the SC will depend on the relationship withthe other members There are many mechanisms to show the relationship between

members in the SC According to Jiqin Han (2009), the relationship mechanisms

in food SC are often expressed in the following three main groups ofrelationships: spot markets, contractual governance and relational governance

According to the classification of Jon H Hanf (2009) based on criteriasuch as level of relationship, coordination, leadership and duration of cooperation,the mechanism of linkage between units is classified into four groups:spontaneous links, project-oriented links, self-organizing links and strategic links

With the context of the existence of SCs with relationships and links formedvery diverse as in Vietnam today, the thesis is based on the classification of theseauthors to consider the status of the relationship and links between units in thelivestock and poultry meat SCs with criteria such as: relationship, cooperation, linkagetools, role of chain members (intermediaries / leaders / members)

1.2.2.5 Mechanism of coordination and support in the supply chain

The coordination mechanism shows the trend of organizing collaborativeand coordinated activities of members in the SC From the review of the studies

on the coordination of members in SC, author Jon H Hanf and Agata Pieniadz (2007) reviewed two types of basic coordination mechanisms commonly

mentioned in Chain studies are: Strategic coordination and operationalcoordination In addition to coordination mechanisms, support mechanisms in the

SC include: Supporting activities between suppliers and customers and Supportactivities from chain’s leader member

1.2 Quality management in the livestock and poultry meat supply chain

1.2.1 The basic characteristics of production and business in the livestock and poultry meat supply chain

In order to clarify the characteristics of quality management in the livestock andpoultry meat SC, the thesis identifies the basic characteristics of production andbusiness activities of units in the livestock and poultry meat SC, including: (1)Characteristics of Commodity: Fresh, chilled or frozen livestock and poultry meat isthe common foods that is consumed daily in food demand This kind of food has ashort and perishable product cycle Product’s quality are easily affected by the factorsduring the process of business and production; (2) Characteristics of members: Theunits in the livestock and poultry meat SC can undertake an independent function such

as raising, slaughtering, collecting, retailing or combining multiple functions; Unitshave a different organizational structures and sizes; (3) Characteristics of distributionchannels: In Vietnam today, there are mainly two basic distribution channels:Traditional distribution channels with short range in localities often directly deal goodsfrom farmers to the final customers of the chain or there is participation of anintermediary distributor (trader, retailer) and modern distribution channel; (4)Characteristics of structure, mechanism of relationship and linkages: SCs are alsoformed with different scope and structure, with different degrees of linkage,coordination and role of the members in SCs

1.2.2 Some theoretical models of quality management in the supply chain can

be applied to the livestock and poultry meat supply chain

From the review of previous studies, the thesis identifies some theoreticalmodels of basic coordination in QM in SC in general and can be applied in the

livestock and poultry meat SC, including: Model of management based on the process; Model of risk-oriented inspection alliance, Model of three-level management.

1.2.3 The concept and properties of quality management in the livestock and poultry meat supply chain

From the review of previous studies, the thesis has pointed out the basicfunctional nature of QM in the aspect of SC is that:

(1) Integration of relationships among chain members into QM processes Or as the interpretation of Kaynak and Hartley (2008), QM in the SC includes not only internal solutions to improve efficiency in an organization, but also includes external solutions, beyond organizational boundaries, integrated organization with it’s customers and suppliers.

(2) The meaning of this integration aims at specific objectives to meet the quality requirements and contribute to improving the output performance of the members when participating in the SC.

From the analysis of the basic contents of the QM in terms of SC and the

explanations for the approach of the thesis, the concept of QM in the livestock and poultry meat SC is understood as “Integration internal QM solutions with

external QM solutions of an unit participating in the livestock and poultry meat

SC based on the relationships with other members in its SC to meet requirements

of quality and improve the output results of the unit”.

In this concept, some basic properties need to be clarified:

Firstly, access to QM concept in SC is seen in micro management perspective,

considering practical aspects of QM implemented in a unit in context of it has arelationship and linkages with other partners in the SC at different scales and levels

Secondly, with that context, the contents of QM practices in the SC of the unit

will go beyond the scope of the organization, it includes not only the internal QMsolutions (internal management) but also includes the external QM solutions beyondthe organization, based on the relationship of the units with the chain’s members such

as suppliers, customers and related partners in the SC that the unit participates

Thirdly, with the selected approach, the target of meeting the quality

requirements and improving the performance will be measured and evaluated for thatunit, not considered in overall SC or measured the final output of the overall chain

1.2.4 Research content of quality management in the livestock and poultry meat supply chain

Based on the basic characteristics of business and production in the currentlivestock and poultry meat SC, it is shown that: In this category, it is possible to form avariety of SCs with different scope, degree and linkage Therefore, SCs can deploy QMand coordinate QM in the chain according to different models In particular, the model

of management based on process is the most basic model and can be commonly applied

to all of food SCs in general and livestock and poultry meat SCs in particular On thebasis of this model, there will be three basic management processes of the unit in SC:input management, internal processes management and output management Inaddition, depending on the different levels of relationships and links among SC’smembers, QM coordination between parties can take place at different levels, fromsimple to complex, from coordinate at the operational level to coordinate at the strategiclevel Therefore, the content of QM in the livestock and poultry meat SC studied in thisthesis will focus on four groups of activities, corresponding to the internal QM solutionsand the external QM solutions of the units in the SC, including: (1) Supplier qualitymanagemment (2) Quality management of internal elements and processes; (3)Customer - oriented quality management; (4) Quality management of linkage andcoordination relationship in the SC On that basis, the thesis also reviews and establishesmeasurement criteria for the performance of quality management of the units inlivestock and poultry meat SC (5) The model of research content on QM in thelivestock and poultry meat SC is shown in the following figure (Figure 1.9):

The performance of QM in the livestock and poultry meat

Figure 1.9: Model of research content on quality management in the livestock

and poultry meat SC

Source: Author's proposal

1.2.4.1 Supplier quality management

Supplier QM requires organizations to view their suppliers as memberscreated the value-added of chain Therefore, it is necessary to establish a businessenvironment that focuses on quality requirements and develops partnerships withsuppliers, especially the important supplier’s of organization The selection ofsuppliers must be based on the capabilities and ability of the partners in meetingthe organization's quality-related requirements, as well as developing

relationships based on the trust between partiers in linkage (Foster, 2010).

Important contents of an organization to implement supplier QM in the livestockand poultry meat industry SC include: Selecting and evaluating suppliers; makingthe choice of suppliers; Developing cooperative relationships with suppliers

(According to Foster (2010),Nguyen Thi Thu Hang et al (2015), Kaynak and Hartley (2008), Kaynak (2003), Tracey and Tan (2001)).

1.2.4.2 Quality management of internal elements and processes

Internal QM operations of a unit in the livestock and poultry meat SC should

be directed to the management of technical factors and processes according to thequality requirements set out In particular, the factors that need to be managedinclude: The role of leaders, managers, workers, materials, products, facilities,technical and technological facilities In addition, the implementation of technicalprocesses in business must be done according to certain requirements or standards aswell as a monitoring and evaluation mechanism to ensure the implementation of the

activities following correctly seting out (Summarized from some related studies of Luning and Marcelis (2007), Saraph, J V et al (1989), Nguyen Thi Thu Hang et al (2015), Kaynak and Hartley (2008), Kaynak (2003) , Flynn and cs (1995), Vinh Thai, Ferry Jie (2018))

1.2.4.3 Customer-oriented quality management

Customer-oriented QM is one of the basic characteristics of modern QMtrends Customers who are the most important subjects will evaluate theorganization’s product and service quality Therefore, the organization mustensure effective management of customer relationships based on the capture ofcustomer’s needs and concerns, the collection of market information, feedback,and and complaints of customers The products, services and operation processesneed to be designed based on research and identify customer’s requirements,continuous improvement of product quality as well as operation process to meetthat requirement; At the same time, organizations need to strengthencommunication with customers, provide information for customers to create

confidence for customers about the quality of the organization (Deming, 1986; Lai et al., 2001, Foster, 2010, Do Thi Ngoc et al, 2015, Kaynak and Hartley (2008)) The important contents of an organization to implement for Customer-

oriented QM in the livestock and poultry meat SC include: Identify importantcustomers, capture and design the product response the these customers’demand;Obtain feedback from customers and constantly improve quality of products andprocesses; Enhance communication with customers

1.2.4.4 Quality management of linkage and coordination relationship in the

supply chain

The QM of relationships and coordination in the SC can be understood asthe harmonization and coordination between the organization and the members inthe chain to implement management activities in an effective, transparent andresponsive manner to meet organization’s requirements and the general

requirements of the linkage (Yeung, 2008; Huo, Zhao and Lai, 2014).

Coordinated activities can take place between the organization with thecustomers, with the suppliers, with the members in the association that theorganization participates in or with the coordinating and leading unit Thecoordination may vary, depending on the extent to which the organization isassociated with its SC members The difference is also reflected in the level ofcoordination and the content of specific coordination activities

1.2.4.5 Objectives and criteria for measuring the performance of quality management in the supply chain

In general, the objectives of QM in the SC are that meet the quality requirements

of product and operational processes as well as contribute to improving outputperformance Implementation results of QM in the SC of a unit can be measuredthrough three groups of criteria: (1) Group of quality-related criteria; (2) Group ofquantitative criteria related to performance; (3) Group of criteria related to market andcompetitive advantage

1.2.5 Summary of criteria for measuring research contents of quality management in the livestock and poultry meat supply chain

Table 1.2: Summary of criteria for measuring the contents of activities and performance of QM in of units in the livestock and poultry meat supply

chain

Content and reference

The unit often have discussions and agreements with important suppliers on quality requirements

The unit understands information about activities and production processes of suppliers

The unit regularly checks the quality of input products when supplier delivers goods

The unit regularly gives feedback to suppliers on the quality of

Content and reference

their products and services

Vinh Thai, Ferry Jie (2018)

The owner / leader interested in quality and has a clear quality orientation for the product and operation.

The unit establishes specific quality requirements or standards

to manage internal elements and processes The requirements / quality standards of the units are established on the basis of the requirements of customers and related parties (regulations of the State, requirements of assessment and certification organizations, requirement of specific quality standards)

Employer of unit meet the requirements for expertise, skills and sense of responsibility.

The unit has a mechanism to control and preserve the quality

of input product and products during the business process The unit ensures adequate system of facilities and technical conditions to meet the requirements of the business process The unit actively applies modern technologies to the business process

The unit applies control and adjustment mechanisms to ensure operational processes are implemented according to the requirements / standards set out (inspection, evaluation, measurement, information management, data, handling violations, )

Kaynak and Hartley (2008)

The unit captures the requirements of important customers or the general needs of customers about quality of product and supply activities

The unit always tries to design the product or improve the process to meet the specific requirements of the important customer or according to the general needs of market The unit listens and handles complaints of customers about quality of product and supply activities

Units often share information with customers about products and activities of the unit

The unit regularly communicates with the customer to create trust in quality of product and supply activities

The unit actively applies a number of technical solutions to create trust with customers about the quality of products (such as: applying and obtaining quality certification, packaging design, stamps, labels, code, barcode in traceability

applications, )

Quality management of

linkage and coordination

relationship in SC

Source: Jon H Hanf and

The unit participates in linkage and coordination with direct suppliers or customers to meet the requirements set by the parties

The unit participates in linkage and coordination with both direct suppliers and customers to meet the requirements set by