6.2 Conclusion
This research study addresses the lack of metrics for quantifying the effects of SCM by evaluating two important
firm performance metrics that may effectively differentiate top SCM performers from their industry competitors. The
identification of potential relationships between SCM competency and customer satisfaction and shareholder value
advances current understanding of the connection between SCM competency and firm performance and may help senior
managers and managers from other functional areas to better appreciate the strategic, operational and financial advantages of developing SCM competency. The potential relationships identified in this study may also help supply chain
management professionals to better convey the impact of SCM competency to non-supply chain managers whose
support and cooperation are critical to the success of operational improvement initiatives. We hope the additional
insight gained from this research study helps firms to more effectively direct scarce resources towards more effective
management of the supply chain processes that consume the majority of firm revenue.