Study Indicates Internal Supplier Performance Ratings Leaves Room For Improvement

FOR RELEASE: August 24, 1998

Contact: Zenobia Daruwalla
NAPM, Media Relations
Tempe, Arizona
602/752-6276 ext. 3015

(Tempe, Arizona) — Internal supplier performance can be improved, according to a featured study in the Summer 1998 issue of the International Journal of Purchasing and Materials Management, published by the National Association of Purchasing Management (NAPM). "Internal Service Quality in Purchasing: An Empirical Study" explores internal service quality from the purchasing department's point of view. The results indicate that, in general, there is definitely room for improvement in ratings. In other words, internal service quality initiatives could be adapted to a greater extent within U.S. organizations that would provide them with a greater competitive advantage in the global marketplace.

The study was co-authored by Linda L. Stanley, Ph.D., Assistant Professor of Production/Operations Management at Our Lady of the Lake University, and Joel D. Wisner, Ph.D., Assistant Professor of Management at the University of Nevada, Las Vegas. Respondents were asked to rate the current level of service and quality their organization provided to external customers. Purchasing managers rated their firm on seven individual dimensions of performance, on overall service quality, and on the overall quality of delivered products/services.

"The study is a good benchmark for companies to follow. It gives companies a start in improving the internal environment. There is a link that connects internal services and the customer. To better serve external customers, the internal environment must be satisfactory. The study can help show a company maybe they are not really as far along as they thought," stated Linda Stanley. Other issues in the research included: the internal environment of organizations, communication patterns among internal customers and internal suppliers, and purchasing's current relationship with its external suppliers.

The International Journal of Purchasing and Materials Management is the quarterly research publication written specifically for and by purchasing and supply management practitioners and academicians. To order a subscription, call NAPM customer service at 800/888-6276 or 602/752-6276, extension 401. Or visit NAPM online at

The National Association of Purchasing Management is a not-for-profit association that provides national and international leadership in purchasing and supply management research and education. NAPM provides its more than 44,000 members in its 180 affiliated associations with opportunities to expand their professional skills and knowledge.

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