Identification of factors affecting reverse chain performance in relation to customer satisfaction using ISM Modelling  &  MICMAC Analysis

Tiwari, R.

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Uncertain Supply Chain Management

ISSN 2291-6830 (Online) - ISSN 2291-6822 (Print) Quarterly Publication Volume 1 Issue 4 pp. 237-252 , 2013

Identification of factors affecting reverse chain performance in relation to customer satisfaction using ISM Modelling & MICMAC Analysis Pages 237-252 Download PDF

Authors: Rupesh Kumar Tiwari

Keywords: Diagraph, ISM, MICMAC analysis Reachability Matrix, Transitivity

Abstract: Reverse Logistics has become buzzword in today’s industrial word and big differentiating factor in quest of success for any organization word wide. Whole world is suffering from scarcity of resources and we have finite area available for the waste disposal. One of the sustainable solutions is to design product in such a way so that we can maximize its reuse through reverse logistics. Reverse logistics is fast becoming industrial design standard for majority of organizations worldwide. Reverse logistics has become a need of an hour. Some of the organization do it voluntarily and some because of the environmental rules and legislations. In order to achieve total customer satisfaction, one has to take care of product for its entire life cycle through activities of reverse logistics. In this research I tried to investigate the factors affecting performance of reverse logistics in relation to customer satisfaction. I have used interpretive structural modelling technique to understand the complex pattern of contextual relationship amongst the most important factors through diagraph, which explain performance of reverse logistics in relation to customer satisfaction. I have also used MICMAC analysis to classify these factors according to their driving power and dependency power. MICMAC analysis facilitate in identification of most important factors in explaining performance of reverse logistics in relation to customer satisfaction. Further this research may helpful in reverse logistics design process planning, driven by customer requirement.

How to cite this paper

 Tiwari, R. (2013). Identification of factors affecting reverse chain performance in relation to customer satisfaction using ISM Modelling  &  MICMAC Analysis.Uncertain Supply Chain Management, 1(4), 237-252.

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