Supply chain

Physics

Service quality

Business

Supply chain risk management

Resilience (materials science)

Service (business)

Kano model

Biology

Risk analysis (engineering)

Marketing

New product development

Ecology

Customer satisfaction

Process management

Sustainability

Supply chain management

Service management

Quality function deployment

Thermodynamics

International Journal of Production Research

Sustainable supply chain management plays an important role in company's sustainability success. As the frequently emerging disruptions may harm supply chain's sustainable performance, managers need to design an effective sustainable supply chain (SSC) resilience solution to mitigate different risks. In addition, it is critical to integrate customer requirements (CRs) in SSC resilience solution design as SSC's performance is highly determined by customer satisfaction (CS) in the customer-oriented market. This article proposes an integrative approach to achieve an effective design of SSC resilience solution, taking both CRs and risk factors (RFs) into consideration. In this study, the Kano model, decision-making and trial evaluation laboratory (DEMATEL) are integrated with quality function deployment (QFD) through nonlinear programming to guide companies' design. Kano model is employed to analyse CRs qualitatively and quantitatively to determine each CR's priority and CS. DEMATEL is adopted to determine the RFs' interrelationships. The results obtained with the Kano model and DEMATEL are incorporated into QFD to transform CRs into RFs, and then into resilience measures. Furthermore, a nonlinear optimisation model is formulated to achieve the optimal resilience solution with maximised CS and risk mitigation under minimum cost investment. Finally, a case study is conducted to verify the methodology.

A novel Kano-QFD-DEMATEL approach to optimise the risk resilience solution for sustainable supply chain