Customer Service in Supply Chain Management: A Case Study

Purpose The purpose of this paper is to present a case study to assess the customer service concept within the internal supply chain management (SCM) approach. In particular, the paper emphasizes an interest in an integrated approach to considering customer service performance in an efficient way. Indeed, information systems as technical support play an essential role in the SCM of small and medium-sized enterprises (SMEs). The customers are the first concern of any firm that seeks to be competitive. Design/methodology/approach A qualitative research methodology is used based on semi-directed interviews with SME telecommunications professionals and direct observation as part of a telecommunications network SME in France. Findings In total, the objective of this empirical case study is to delineate the concept dimensions (background). These dimensions allow the drawing up of a framework of actions to improve SME customer service performance evaluations in the supply chain management. Practical implications This proposal will help to the picture regarding services for improving the relationship with the customers (by commercial and Project Manager reporting on customer follow-ups); improve operational reporting (internal indicators, quality reports); improve invoice control and indicator follow-ups with the Project Manager; and improve cost management. Originality/value The paper adds a new case study—that of Alpha—which is focused on the engineering and telecommunications network. As such, it offers a new perspective that customers are among the major actors in the telecommunications market, along with the corporate customers and administrations involved in implementation or service quality follow-up and telecommunications use.