The objective of adopting quality standards such as ISO 9000 series is to help
companies develop and maintain supply chain processes that meet certain
performance metrics, such as those provided by the Supply Chain Operations
Reference model (SCOR). Based on the survey data from 232 companies that
have obtained ISO 9000 certification, this study extends the five decision areas
(Plan, Source, Make, Deliver, and Return) of the SCOR model by integrating
quality assurance measures in the supply chain process. The results show that
individually, each decision area has a positive impact on both customer-facing
supply chain quality performance and internal-facing firm level business
performance. Collectively, ‘Plan’ and ‘Source’ decisions are more important to
customer-facing supply chain performance (reliability, response, and flexibility),
and ‘Make’ decisions positively affect internal-facing performance metrics (cost
and asset).