Journal of Supply Chain Management: Vol. 9, No. 2 (December 2015)

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    Improvement of in-store delivery by applying the DMAIC model
    (Assumption University Press, 2015) Kitiya Wongbaesuj ; Roach, Scott ; Vilasinee Srisarkun
    This study aims to identify and correct problems in the in-store delivery process at the ABC Home and Construction Appliances Company in Thailand. Too much time was involved, from the customer placing a sales order at the warehouse to collecting goods at the pick-up point. These problems caused often considerable waits for those customers who had chosen to collect their goods themselves. The DMAIC model has been used to identify existing problems and improve the current process of the in-store delivery process. The methodology includes observation, interviews, and shared problem-solving. With an action plan, including KPIs, the picking process and waiting time are significantly reduced. Recommendations are made to ensure that the process remains in the improved state and in continually reviewed.
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    The effect of the 7Ps of the marketing mix on air freight customer satisfaction and repurchase intention
    (Assumption University Press, 2015) Luo, Anqi ; Roach, Scott ; Chanita Jiratchot
    The purposes of this study were to explore the relationship between the marketing mix's 7Ps (product, price, place, promotion, physical evidence, participants/people, and process) and customer satisfaction, and then customer satisfaction's relationship to customer repurchase intention for air freight services. Questionnaires were utilized in this study. Data were analyzed using SPSS software to analyze all hypotheses. As a result, hypotheses on product, promotion, physical evidence, participants/people and customer satisfaction were supported, whereas price, place and process were rejected. The focus company, a freight forwarder, can use these results to understand the shortcomings of their business, in terms of the marketing mix's 7Ps, in order to better their customer service, improve customer satisfaction, and increase customers' repurchase intention.