DEVELOPMENT OF SERVICE QUALITY SCALE FOR SUPPLY CHAINS OF

INDIAN CONSUMER GOODS INDUSTRYCOVER LETTER SENT TO MANUFACTURERS-----------------------------

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Subject: SURVEY QUESTIONNAIRE

Dear Respondent,

Greetings from NIT Jalandhar!You are invited to participate in an academic research study conducted by Surjit Kumar Gandhi, a Doctoral student from the Department of Industrial & Production Engineering, Dr. B. R. Ambedkar National Institute of Technology, Jalandahr, is doing a research related to development of a service quality in supply chains of Consumer goods industry in India. This questionnaire tries to find out what you think about issues related to Service Quality & Supply Chain Management in your esteemed organization. We will be indebted to you for your valuable time and assure that the information collected during this, survey will be used for research purpose only. This questionnaire consists of four sections: Section-I deals with issues related to service quality at organization-supplier dyad. Section-II deals with issues related to service quality at Organization-employee dyad. Section-III deals with issues related to service quality at Organization-distributor dyad. Section-IV deals with issues related to demographic information.Since this is pure academic work, your earliest response will be highly appreciated.Thanks & best regards,

Sincerely,(Dr. Anish Sachdeva) (Dr. Ajay Gupta)Supervisors QUESTIONNAIRESection-I: Organization-Supplier DyadPart-A

QUESTIONNAIRE TO ASSESS SUPPLIER SERVICE QUALITYSUPPLIER-MANUFACTURER DYAD: ASSESSMENT OF SUPPLIER SERVICE QUALITYInstructions: Please respond to the following questions by circling one of the numbers [1] to [5] or [U]

Scale: [1] Very Low [2] Low [3] Medium [4] High [5] Very High [U] Unable to respond

Supplier Service Quality i.e. Organizations Assessment of Performance of its SupplierIssues/Aspect Performance Rating of Supplier

Reliability

Level to which the supplier's products have reliable design12345U

Level to which the supplier provides best quality at right time12345U

Level to which the supplier provides the correct Quantity12345U

Level to which the supplier values confidentiality in operations 12345U

Level to which the Supplier's complaints are heard and solved quickly 12345U

Level to which the supplier maintains consistency in quality of products and services delivered12345U

Assurance

Level to which the supplier enjoys Market Reputation12345U

Level to which the supplier is easily approachable and based at convenient location12345U

Level to which the supplier is involved in service development process of your organization12345U

Level to which the supplier is Innovative12345U

Level to which the supplier has required knowledge, expertise and skills12345U

Level to which the supplier tries to understand your Requirements of your Organization12345U

Level to which the Employees at supplier end are courteous and Polite12345U

Level to which the supplier helps in flexible product designFlexible Product Design12345U

Level to which the supplier agrees to flexibility in terms and conditions with your organization12345U

Level to which the supplier has latest IT infrastructure 12345U

Level to which the supplier strives for continuous improvement12345U

Level to which the supplier has financial strength12345U

Level to which the supplier has contingency plans and crisis management teams12345U

Tangibles

Level to which the supplier possesses right tools and equipment12345U

Level to which the supplier has visually appealing physical facilities12345U

Empathy

Level to which the supplier maintains communication and Information Sharing with your organization12345U

Level to which the supplier cares for your Convenience12345U

Responsiveness

Level to which the employees at supplier end have willingness to serve your organization12345U

Level of promptness to which the employees at supplier end respond to requests from your organization12345U

Fairness

Level to which the price charged by the Supplier is reasonable for the product/servicebeing delivered12345U

Level to which the Supplier shares Risk & Profits in an equitable manner12345U

Level to which the Supplier is honest in dealings with the organization 12345U

OVERALL SERVICE QUALITY12345U

Part-BQUESTIONNAIRE TO ASSESS WORKING OF ORGANIZATION TOWARDS SUPPLIER QUALITY IMPROVEMENT Instructions: Please respond to the following questions by circling one of the numbers [1] to [5] or [U]

Scale: [1] Very Low [2] Low [3] Medium [4] High [5] Very High [U] Unable to respond

Supplier Service Quality i.e. Organizations working towards its SupplierIssues/Aspect Performance Rating of Supplier

Reliability

Level of accuracy, completeness& timelines to which your organization places the Purchase orders with the Supplier12345U

Level to which your organization maintains confidentiality in transactions with the supplier12345U

Assurance

Level to which your organization builds long term relationship with the Supplier12345U

Extent of information sharing about Inventory at your organization with the Supplier12345U

Extent of information sharing about Funds/Payments transactions with the Supplier12345U

Extent of information sharing about Changes in Manufacturing Schedule with the Supplier12345U

Extent of information sharing about Companys Future Plans with the Supplier12345U

Level to which your organization shares Knowledge/training/innovation base with supplier12345U

Level to which your organization has latest IT infrastructure 12345U

Level to which your organization has alignment of business interests with supplier12345U

Tangibles

Level to which your organization possesses right tools and equipment 12345U

Empathy

Level to which Supplier's complaints are heard and solved quickly12345U

Level to which your organization adopts flexible approach in dealing with supplier's employees12345U

Level to which your organization values convenience of its supplier12345U

Responsiveness

Level to which your organization gives prompt attention to the supplier12345U

Level to which your organization has willingness to share supplier's problems 12345U

Fairness

Level to which your organization is honest in dealings with the Supplier12345U

Level to which your organization has equitable sharing of Responsibilities with Supplier12345U

OVERALL SERVICE QUALITY12345U

Section-II: Organization-Employee DyadPART-A

QUESTIONNAIRE TO ASSESS SERVICE QUALITY OF EMPLOYEESMANUFACTURER-EMPLOYEE DYAD: ASSESSMENT OF EMPLOYEE SERVICE QUALITYInstructions: Please respond to the following questions by circling one of the numbers [1] to [5] or [U]

Scale: [1] Very Low [2] Low [3] Medium [4] High [5] Very High [U] Unable to respond

Employee Service Quality i.e. Organizations Assessment of Performance of its Employees

Issues/Aspect Performance Rating of Supplier

Reliability

Level of accuracy to which employees in your organization perform their functions12345U

Level to which employees are consistent in delivering high quality products and services12345U

Extent to which employees are prompt in action12345U

Level to which employees deliver correct quality at right time12345U

Extent to which employees are trustworthy12345U

Extent to which employees maintain Confidentiality in Operations12345U

Extent of quickness to which employees resolve Complaints 12345U

Extent of Market Reputation of employees12345U

Assurance

Extent of Competence of Employees

Level to which employees are Flexible12345U

Level to which employees have positive attitude towards organization12345U

Level to which employees are Courteous12345U

Level to which employees share relevant information among colleagues12345U

Tangibles

Level to which employees possess needed knowledge, expertise and skills12345U

Level to which employees use right tools and equipment12345U

Empathy

Level to which employees are prompt in informing about progress/feedback12345U

Level to which employees understand the requirements of the organization12345U

Responsiveness

Level to which employees use Information and Communication Technologies (ICT) tools12345U

Level to which employees have willingness to work for the organization12345U

Fairness

Level to which employees demand just salary and allowances 12345U

Level to which employees maintain a positive work environment12345U

Level to which employees demand excellent service terms and conditions12345U

Level to which employees are honest in performing their duties12345U

OVERALL SERVICE QUALITY12345U

PART-BQUESTIONNAIRE TO ASSESS WORKING OF ORGANIZATION TOWARDS EMPLOYEES QUALITY IMPROVEMENT Instructions: Please respond to the following questions by circling one of the numbers [1] to [5] or [U]

Scale: [1] Very Low [2] Low [3] Medium [4] High [5] Very High [U] Unable to respond

Employees Service Quality i.e. Organizations working towards its EmployeesIssues/Aspect Performance Rating of Supplier

Reliability

Level to which you are committed towards your employees12345U

Level to which you are consistent in working towards your employees12345U

Level to which you show respect and positive attitude towards your employees12345U

Assurance

Level to which you possess required skills and knowledge12345U

Level to which you maintain proper communication with employees12345U

Level to which you share relevant information with employees12345U

Level to which you are helpful in solving employees' problems12345U

Level to which you have faith and trust in working of employees12345U

Level to which you protect your employees in case of emergency12345U

Level to which employee involvement programs are Effective in your organization12345U

Level to which employee are held responsible for the output of their process

12345U

Tangibles

Level to which training in specific work skills (technical and vocational) is given to employees12345U

Level to which you help your employees in getting required tools/equipment/resources12345U

Empathy

Level to which employees are accepted by all in the organization12345U

Level to which the organization measures employee morale12345U

Level to which you can be easily contacted12345U

Responsiveness

Level to which you show willingness to work towards organizational goals12345U

Level to which you take fast decisions12345U

Fairness

Level to which you pay just salary and allowances to employees12345U

Level to which you provide pleasant work Environment12345U

Level to which you provide excellent terms and conditions12345U

Level to which you are honest in dealings with employee12345U

OVERALL SERVICE QUALITY12345U

Section-III: Organization-Distributor DyadPART-A

QUESTIONNAIRE TO ASSESS DISTRIBUTOR SERVICE QUALITYMANUFACTURER-DISTRIBUTOR DYAD: ASSESSMENT OF DISTRIBUTOR SERVICE QUALITYInstructions: Please respond to the following questions by circling one of the numbers [1] to [5] or [U]

Scale: [1] Very Low [2] Low [3] Medium [4] High [5] Very High [U] Unable to respond

Distributor Service Quality i.e. Organizations assessment of performance of its distributor

Issues/Aspect Performance Rating of Supplier

Reliability

Level to which your distributor delivers dependable service quality12345U

Level to which your distributor is consistent in delivering good service quality12345U

Level to which your distributor is prompt in action12345U

Level to which your distributor delivers correct quality at right time12345U

Level to which your distributor is trustworthy12345U

Level to which your distributor maintains confidentiality in transactions12345U

Level to which Failures are solved quickly at distributor end12345U

Assurance

Level to which your distributor delivers goods and services on time12345U

Level to which your distributor responds quickly to queries of your organization12345U

Level to which your distributor has positive attitude towards your organization12345U

Level to which your distributor's employees are courteous12345U

Level to which your distributor has market reputation

12345U

Level to which your distributor has financial strength12345U

Level to which your distributor has good and technically competent employees12345U

Level to which your distributor understands changing requirements of your organization12345U

Level to which your distributor shares relevant information.12345U

Level to which your distributor uses ICT to support flow of information12345U

Tangibles

Level to which your distributor has knowledge/skills to perform as per your organizations requirement12345U

Level to which your distributor possesses right tools/ equipment12345U

Empathy

Level to which your distributor understands the work of your organization12345U

Level to which your distributor is approachable12345U

Responsiveness

Level to which your distributor has willingness to do your organizations work12345U

Level to which your distributor provides fast response to your organization's work12345U

Fairness

Level to which your distributor maintains honesty in operations12345U

Level to which your distributor charges acceptable prices for services delivered12345U

Level to which your distributor maintains mutually beneficial terms and conditions' with your organization12345U

OVERALL SERVICE QUALITY12345U

PART-BQUESTIONNAIRE TO ASSESS WORKING OF ORGANIZATION TOWARDS DISTRIBUTOR QUALITY IMPROVEMENT Instructions: Please respond to the following questions by circling one of the numbers [1] to [5] or [U]

Scale: [1] Very Low [2] Low [3] Medium [4] High [5] Very High [U] Unable to respond

Distributor Service Quality i.e. Organizations working towards its Distributor

Issues/Aspect Performance Rating of Supplier

Reliability

Level to which your organization prepares accurate dispatch notes12345U

Level to which your organization provides quick solutions to complaints12345U

Level to which your organization gives attention to its distributors in business dealings12345U

Level to which your organization maintains confidentiality in transactions with its distributor12345U

Assurance

Level to which your organization shares information related to its future plans with its distributor12345U

Level to which your organization shows respect and positive attitude towards its distributor12345U

Level to which your Organization aligns its business interest with your distributor12345U

Level to which your organization shares information regarding quality and feedback12345U

Level to which your organization shares information related to inventory with its distributor12345U

Level to which your organization maintains politeness in its dealings with its distributor12345U

Level to which your Organization adapts to shifts in markets and adjusts its business relations12345U

Level to which your organization provides financial/payment related information to its distributors12345U

Tangibles

Level to which yourorganization shares knowledge/training with its distributor12345U

Level to which your organization provides right Equipment/tools at distributor12345U

Empathy

Level to which yourorganization encourages flow of information regarding market12345U

Level to which you have understanding of working at distributor end12345U

Level to which your organization values convenience of its distributor12345U

Responsiveness

Level to which your organization willingly does work requested by its distributor12345U

Level to which yourorganization quickly responds to distributors queries12345U

Fairness

Level to which your organization is honest in dealings with its distributor12345U

Level to which yourorganization offers price advantage to the distributor12345U

Level to which yourorganization provides excellent terms and conditions in dealings12345U

Level to which your Organization defines equitable distribution of responsibility with its distributor12345U

OVERALL SERVICE QUALITY12345U

SECTION IV

Demographic InformationA.About OrganizationNature of Organization:Turnover of Organization:B.About RespondentName (Optional)

:Your Department of Work:Years in current job

:

Qualification

:

Address

:

Phone

:

Email address

:

THANKS YOU VERY MUCH FOR YOUR VALUABLE FEED BACK!