Abstract

VEGA DE LA CRUZ, Leudis O.  and  PEREZ-PRAVIA, Milagros C.. Integrated supply chain security risk management with a focus on customer service. Ing. compet. [online]. 2022, vol.24, n.2, e202111197.  Epub May 26, 2022. ISSN 0123-3033.  https://doi.org/10.25100/iyc.v24i2.11197.

The management of supply chains in the new time that will open once the coronavirus SARS-CoV-2 (COVID-19) pandemic is overcome will tend to give a key importance to risk management. It will mean greater chain visibility, and greater collaboration momentum will be needed, in order to diligently take consensual action. The objective of this article is to provide a theoretical approach to the integration of supply chain security risk management to the organizational system with a focus on customer service as a key logistics activity. For this, theoretical modeling was used with a systemic, structural approach with logical consistency adapted to elements of logistics and internal control. Links are established between the supply chain security system and the internal control system, focused on logistics flows in an organization. It is determined that, in terms of supply chains, it will be effective to manage risks with a focus on customer service, from the reduction of the five existing gaps in this environment. It is concluded that the integration of supply chain security risk management is a quality that seeks the effectiveness of these systems in organizations with a focus on customer service, integrated with internal control, thus achieving a better capacity of immediate response to the demands of the supply networks.

Keywords : business logistics; customer service; internal control; supply chain security; risk management.

        · abstract in Spanish     · text in Spanish     · Spanish ( pdf )