This paper proposes a Fuzzy Multiple Criteria Decision Making (FMCDM)
approach for measuring supply chains capability with the main aim of
customer satisfaction development. Drawing on the four measurement
criterions of a Supply Chain Operations Reference (SCOR) model, this
research first summarized the customer satisfaction and performance indexes
synthesized from the literature relating to supply chains capability. Then, for
screening, the indexes fit for supply chains capability in customer
satisfaction development were selected through fuzzy screening.
Furthermore, the relative weights of the chosen indexes were calculated by
Fuzzy Analytic Hierarchy Process (FAHP). The MCDM analytical tool of
TOPSIS was adopted to rank the supply chains performance and improve the
gaps with three supply chains as an empirical example. The analysis results
highlighted the critical aspects of evaluation criteria as well as the gaps to
improve supply chains capability for achieving the aspired/desired level of
customer satisfaction development. The results also showed that the
proposed FMCDM measuring model using the SCOR framework can be a
useful and effective assessment tool.