Developing Supplier Relationship Management of Logistics Services in Automotive Industry
Kyriazaki, Charikleia (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025121235441
https://urn.fi/URN:NBN:fi:amk-2025121235441
Tiivistelmä
The thesis examines how supplier relationship management practices can be developed to improve the performance of logistics services in the automotive industry, focusing on the Greek market.
The thesis adopts the action research approach, combining quantitative and qualitative research methods. Quantitative data from shipping lines and internal systems are used to construct key performance indicators, while qualitative data from semi-structured interviews capture perceived changes in collaboration, communication and performance. The theoretical framework focuses on deep supplier relationship models and performance measurement topics, supplier auditing and evaluation concepts, and research on the dark side of interpersonal relationships and over embedded ties in buyer–supplier dyads.
The practical part focused on developing a set of SRM-oriented KPIs, and a reporting structure and monitoring process. The metrics aimed to make performance deviations and their cost impact more visible but indicated that service levels remain non-compliant with targets. Interview findings suggested that communication and mutual understanding improved as a result of this intervention, but close interpersonal relationships risk softening monitoring and may enable continued underperformance.
The outcome of the thesis is a practical KPI framework, a structured monitoring process and concrete proposals to support renegotiation and future supplier management decisions. The thesis offers actionable insights for the case company, an automotive firm operating under high supplier dependence and constrained logistics capacity.
Keywords: Supplier Relationship Management, Automotive logistics, Key Performance Indicators, Action Research, Buyer-supplier relationship
The thesis adopts the action research approach, combining quantitative and qualitative research methods. Quantitative data from shipping lines and internal systems are used to construct key performance indicators, while qualitative data from semi-structured interviews capture perceived changes in collaboration, communication and performance. The theoretical framework focuses on deep supplier relationship models and performance measurement topics, supplier auditing and evaluation concepts, and research on the dark side of interpersonal relationships and over embedded ties in buyer–supplier dyads.
The practical part focused on developing a set of SRM-oriented KPIs, and a reporting structure and monitoring process. The metrics aimed to make performance deviations and their cost impact more visible but indicated that service levels remain non-compliant with targets. Interview findings suggested that communication and mutual understanding improved as a result of this intervention, but close interpersonal relationships risk softening monitoring and may enable continued underperformance.
The outcome of the thesis is a practical KPI framework, a structured monitoring process and concrete proposals to support renegotiation and future supplier management decisions. The thesis offers actionable insights for the case company, an automotive firm operating under high supplier dependence and constrained logistics capacity.
Keywords: Supplier Relationship Management, Automotive logistics, Key Performance Indicators, Action Research, Buyer-supplier relationship