The Impact of Revenue‐Maximizing Priority Pricing on Customer Delay Costs

Speed is an increasingly important determinant of which suppliers will be given customers' business and is defined as the time between when an order is placed by the customer and when the product is delivered, or as the amount of time customers must wait before they receive their desired service. In either case, the speed a customer experiences can be enhanced by giving priority to that particular customer. Such a prioritization scheme will necessarily reduce the speed experienced by lower‐priority customers, but this can lead to a better outcome when different customers place different values on speed. We model a single resource (e.g., a manufacturer) that processes jobs from customers who have heterogeneous waiting costs. We analyze the price that maximizes priority revenue for the resource owner (i.e., supplier, manufacturer) under different assumptions regarding customer behavior. We discover that a revenue‐maximizing supplier facing self‐interested customers (i.e., those that independently minimize their own expected costs) charges a price that also minimizes the expected total delay costs across all customers and that this outcome does not result when customers coordinate to submit priority orders at a level that seeks to minimize their aggregate costs of priority fees and delays. Thus, the customers are better off collectively (as is the supplier) when the supplier and customers act independently in their own best interests. Finally, as the number of priority classes increases, both the priority revenues and the overall customer delay costs improve, but at a decreasing rate.     

TIME‐BASED PRICING AND LEADTIME POLICIES FOR A BUILD‐TO‐ORDER MANUFACTURER

We studied time‐based policies on pricing and leadtime for a build‐to‐order and direct sales manufacturer. It is assumed that the utility of the product varies among potential customers and decreases over time, and that a potential customer will place an order if his or her utility is higher than the manufacturer's posted price. Once an order is placed, it will be delivered to the customer after a length of time called “leadtime.” Because of the decrease in a customer's utility during leadtime, a customer will cancel the order if the utility falls below the ordering price before the order is received. The manufacturer may choose to offer discounted prices to customers who would otherwise cancel their orders. We discuss two price policies: common discounted price and customized discounted price. In the common discounted price policy, the manufacturer offers a single lower price to the customers; in the customized discounted price policy, the manufacturer offers the customers separately for individual new prices. Our analytical and numerical studies show that the discounted price policies results in higher revenue and that the customized discounted price policy significantly outperforms the common discounted price policy when product utility decreases rapidly. We also study two leadtime policies when production cost decreases over time. The first uses a fixed leadtime, and the second allows the leadtime to vary dynamically over time. We find that the dynamic leadtime policy significantly outperforms the fixed leadtime policy when the product cost decreases rapidly.     

Product design strategies in a manufacturer–retailer distribution channel

Product design decision has significant impacts on firm's competitive edge. In a distribution channel, product design strategy of a manufacturer depends not only on its own decisions, but also on the behaviors of its upstream and downstream partners along the channel. This paper investigates the optimal product design strategy of a manufacturer in a two-stage supply chain that consists of an upstream manufacturer and a downstream retailer. Customers are classified into two groups (i.e., two market segments) according to their difference on quality valuations. For each of the two potential market segments, the manufacturer needs to decide if it is beneficial to design a product with appropriate quality level to meet the demand of customers in the market segment. The retailer procures the product from the manufacturer, and then sells to customers at a retail price. By considering the interactions between the manufacturer and the retailer, this paper first describes the product design problem as a manufacturer-dominant Stackelberg game, and presents the optimal product design strategy for the manufacturer. To improve the performance of the supply chain, the revenue-sharing contract is then introduced into the product design problem. It is found that the revenue-sharing contract can perfectly coordinate the distribution channel in the product design problem. Numerical experiments illustrate the impacts of customer characteristics on the optimal product design strategies.     

Quantity Competition When Most Favored Customers are Strategic

Legal studies usually treat a policy of a manufacturer or retailer as socially harmful if it reduces product output and increases the price. We consider a two‐period model where the first‐period price is fixed and resellers endogenously decide to use meet‐the‐competition clause with a most‐favored‐customer clause (MFC) to counteract strategic customer behavior. As a result of MFC, the second‐period (reduced) price increases and resellers’ inventories decrease. However, customer surplus may increase and aggregate welfare increases in the majority of market situations. MFC can mitigate the losses in welfare and resellers’ profits due to strategic customers. Moreover, under reseller competition, MFC may even lead to higher levels of these values than with myopic customers, that is, to gain from increased strategic behavior. With growing competition, benefits or losses from MFC can be higher than losses from strategic customer behavior.     

Using Frontier Portfolios to Improve Make‐to‐Order Operations

Make‐to‐order (MTO) manufacturers face a common problem of maintaining a desired service level for delivery at a reasonable cost while dealing with irregular customer orders. This research considers a MTO manufacturer who produces a product consisting of several custom parts to be ordered from multiple suppliers. We develop procedures to allocate orders to each supplier for each custom part and calculate the associated replenishment cost as well as the probability of meeting the delivery date, based on the suppliers' jobs on hand, availability, process speed, and defective rate. For a given delivery due date, a frontier of service level and a replenishment cost frontier are created to provide a range of options to meet customer requirements. This method can be further extended to the case when the delivery due date is not fixed and the manufacturer must “crash” its delivery time to compete for customers.     

需求学习下考虑顾客策略行为的供应链决策

顾客策略行为对企业的经营绩效带来了巨大的负面影响, 本文基于供应链背景, 探讨需求学习应对顾客策略行为的作用与价值。构建了由单一制造商、单一零售商和一组顾客群组成的两周期分散式供应链系统的博弈模型, 将顾客划分为短视型和策略型两种类型。采用数理模型和数值分析, 研究了需求学习对于供应链的定价决策、订货决策及整体绩效的影响, 得到如下主要研究结论:第一, 无论面对何种类型的顾客, 零售商均偏好需求学习获取需求更新信息;第二, 面对短视顾客时, 制造商偏好于不获取更新信息, 而当顾客为策略型时, 制造商偏好于获取更新信息;第三, 需求学习有助于提高零售商和供应链系统的利润, 特别当面对策略型顾客时, 需求学习带来的利润增值更大。以上研究结论表明, 需求学习可以有效地缓解顾客策略行为的负面影响, 提高企业的运营绩效。     

Pareto‐Improving Contracts for Express Package Delivery Services

We address the problem of an express package delivery company in structuring a long‐term customer contract whose terms may include prices that differ by day‐of‐week and by speed‐of‐service. The company traditionally offered speed‐of‐service pricing to its customers, but without day‐of‐week differentiation, resulting in customer demands with considerable day‐of‐week seasonality. The package delivery company hoped that using day‐of‐week and speed‐of‐service price differentiation for contract customers would induce these customers to adjust their demands to become counter‐cyclical to the non‐contract demand. Although this usually cannot be achieved by pricing alone, we devise an approach that utilizes day‐of‐week and speed‐of‐service pricing as an element of a Pareto‐improving contract. The contract provides the lowest‐cost arrangement for the package delivery company while ensuring that the customer is at least as well off as he would have been under the existing pricing structure. The contract pricing smoothes the package delivery company's demand and reduces peak requirements for transport capacity. The latter helps to decrease capital costs, which may allow a further price reduction for the customer. We formulate the pricing problem as a biconvex optimization model, and present a methodology for designing the contract and numerical examples that illustrate the achievable savings.     

Impact of Take‐Back Regulation on the Remanufacturing Industry

As waste from used electronic products grows steadily, manufacturers face take‐back regulations mandating its collection and proper treatment through recycling, or remanufacturing. Environmentalists greet such regulation with enthusiasm, but its effect on remanufacturing activity and industry competition remains unclear. We research these questions, using a stylized model with an original equipment manufacturer (OEM) facing competition from an independent remanufacturer (IR). We examine the effects of regulation on three key factors: remanufacturing levels, consumer surplus, and the OEM profit. First, we find that total OEM remanufacturing actually may decrease under high collection and/or reuse targets, meaning more stringent targets do not imply more remanufacturing. Consumer surplus and the OEM profit, meanwhile, may increase when OEM‐IR competition exists in a regulated market. Finally, through a numerical study, we investigate how total welfare changes in the collection target, what happens when the cost of collection is not linear, and what happens when IR products are valued differently by consumers.     

Transaction‐Specific Investments,Relational Norms,and ERP Customer Satisfaction: A Mediation Analysis*

Integrating the perspectives of transaction cost economics, the resource‐based view, and resource dependency theory, this study analyzes the institutional settings of enterprise resource planning (ERP) implementations in China. Specifically, it examines how bilateral transaction‐specific investments (TSIs) and relational governance mechanisms influence customer satisfaction with ERP implementations. The model is empirically tested using data from on‐site interviews with 208 ERP customers in China. The results demonstrate that the effects of vendors’ and customers’ TSIs on customer satisfaction are facilitated by multiple‐stage micromediational chains. The influence of TSIs on customer satisfaction is mediated by relational norms, and the impact of relational norms on customer satisfaction is bridged by perceived service quality and customer trust. Furthermore, the influence of vendors’ TSIs is stronger than the influence of customers’ TSIs. The findings contribute to business research and practice by providing valuable insights into how ERP vendors and customers should strategize TSIs to enhance relationship performance.     

Longitudinal Analysis of Inhibitors of Manufacturer Delivery Performance

This article examines demand, manufacturing, and supply factors proposed to inhibit manufacturer delivery execution. Extant research proposes many factors expected to harm delivery performance. Prior cross‐sectional empirical research examines such factors at the plant level, generally finding factors arising from dynamic complexity to be significant, but factors arising from detail complexity to be insignificant. Little empirical research examines the factors using product‐level operating data, which arguably makes more sense for analyzing how supply chain complexity factors inhibit delivery. For purposes of research triangulation, we use longitudinal product‐level data from MRP systems to examine whether the factors inhibit internal manufacturing on time job rates and three customer‐oriented measures of delivery performance: product line item fill rates, average delivery lead times, and average tardiness. Our econometric models pool product line item data across division plants and within distinct product families, using a proprietary monthly dataset on over 100 product line items from the environmental controls manufacturing division of a Fortune 100 conglomerate. The data summarize customer ordering events of over 900 customers and supply chain activities of over 80 suppliers. The study contributes academically by finding significant detail complexity inhibitors of delivery that prior studies found insignificant. The findings demonstrate the need for empirical research using data disaggregated below the plant‐level unit of analysis, as they illustrate how some factors previously found insignificant indeed are significant when considered at the product‐level unit of analysis. Managers can use the findings to understand better which drivers and inhibitors of delivery performance are important.     

End‐of‐Life Inventory Problem with Phaseout Returns

We consider the service parts end‐of‐life inventory problem of a capital goods manufacturer in the final phase of its life cycle. The final phase starts as soon as the production of parts terminates and continues until the last service contract expires. Final order quantities are considered a popular tactic to sustain service fulfillment obligations and to mitigate the effect of obsolescence. In addition to the final order quantity, other sources to obtain serviceable parts are repairing returned defective items and retrieving parts from phaseout returns. Phaseout returns happen when a customer replaces an old system platform with a next‐generation one and returns the old product to the original equipment manufacturer (OEM). These returns can well serve the demand for service parts of other customers still using the old generation of the product. In this study, we study the decision‐making complications as well as cost‐saving opportunities stemming from phaseout occurrence. We use a finite‐horizon Markov decision process to characterize the structure of the optimal inventory control policy. We show that the optimal policy consists of a time‐varying threshold level for item repair. Furthermore, we study the value of phaseout information by extending the results to cases with an uncertain phaseout quantity or an uncertain schedule. Numerical analysis sheds light on the advantages of the optimal policy compared to some heuristic policies.     

Motivating Retail Marketing Effort: Optimal Contract Design

We study a distribution channel where a manufacturer relies on a sales agent for selling the product, and for investing in the most appropriate marketing effort. The agent's effort is hard to monitor. In addition, the cost of effort is the agent's private information. These impose challenges to the manufacturer in its endeavor to influence the agent's marketing effort provisions and to allocate profit between the two parties. We propose two contract forms. The franchise fee contract is a two‐part price schedule specifying a variable wholesale price and a fixed franchise fee. The retail price maintenance contract links the allowed retail price that the agent charges customers with total payment to the manufacturer and sales level. Under information asymmetry, for implementing either contract form, the manufacturer needs to offer a menu of contracts, hoping to invoke the “revelation principle” when the agent picks a certain contract from that menu. We show that the two contract forms perform differently, and each party's preference toward a particular contract form is linked with the total reservation profit level and/or the sales agent's cost type. We provide managerial guidelines for the manufacturer in selecting a better contract form under different conditions.     

Product defects are not created equal: prioritizing production process improvements

Abstract

Despite manufacturers’ efforts to improve quality, customers frequently experience product defects. Based on expectation confirmation theory, hypotheses concerning the effects of experiencing product defects on overall quality perceptions and loyalty to the product manufacturer have been developed and tested. Our results show that experiencing product defects related to performance, ease of use, prestige and versatility damages overall quality perceptions and decrease customer loyalty to the product manufacturer, either fully or partially mediated through overall quality perceptions. Contrary to frequent claims in the literature, experiencing even a single product defect per quality dimension damages customers’ quality perceptions. Furthermore, different types of product defect damage customer perceptions of product quality and loyalty to the manufacturer differently. Building on these results, we develop a defect typology and a portfolio visualization that allows operations managers to prioritize production process improvements.     

Delegation vs. Control in Supply Chain Procurement under Competition

This paper studies the optimal component procurement strategies of two competing OEMs selling substitutable products. The OEMs outsource their production to a common contract manufacturer, who in turn needs an input from a component supplier. Each OEM may either directly procure the input from the component supplier, or delegate the procurement task to the contract manufacturer. We first analyze the OEMs' procurement game under a non‐strategic supplier whose component price is exogenously given. It is found that symmetric equilibria arise for most situations, that is, both OEMs either control or delegate their component procurement in equilibrium. Interestingly, despite the commonly‐held belief that the contract manufacturer would be worse off as OEMs gain component procurement control, we show that the contract manufacturer may enjoy a higher profit. Then we study the OEMs' procurement game under a strategic supplier who can set its component price. We find that the supplier's strategic pricing behavior plays a critical role in the equilibrium procurement structure. In particular, in the equilibrium under strategic supplier, the larger OEM always uses delegation while the smaller OEM may use either delegation or control. By identifying the driving forces behind the OEMs' procurement choices, this research helps explain observed industry practices and offer useful guidelines for firms' component sourcing decisions.     

Outsourcing Manufacturing: Secure Price‐Masking Mechanisms for Purchasing Component Parts

This paper develops and tests a privacy‐preserving business process that supports the selection of a contract manufacturer by an original equipment manufacturer (OEM), and the determination of whether the OEM or the chosen contract manufacturer will procure each of the components to be used in the manufacture of the OEM's branded product. Our “secure price‐masking (SPM)” technology contributes to procurement theory and practice in four significant ways: First, it preserves the privacy of every party's individual component prices. Second, SPM assures that the contract manufacturers will bid their own private purchase cost (i.e., not add a margin to their cost). Third, SPM is not invertible; i.e., none of the participants can “solve” for the private inputs of any other participant based on its own inputs and the outputs provided to it by SPM. Fourth, the posterior distribution of any other participant's private inputs is practically indistinguishable from its prior distribution. We also describe the results of a proof‐of‐concept implementation.     

Supply Management Under High Goal Incongruence: An Empirical Examination of Disintermediation in the Aerospace Supply Chain

Aftermarket sales and profits are becoming an increasingly important part of an original equipment manufacturer's (OEM) business model. Because replacement parts often do not require further manufacturing, OEMs act as intermediaries in the aftermarket. As with any intermediary, the OEM must concern itself with suppliers disintermediating its supply chain selling replacement parts directly to the OEM's customers. We frame supply chain disintermediation (SCD) as a principal–agent contracting problem between an OEM buyer and a supplier. Hypotheses relate contract conditions, goal incongruence, supplier capabilities and contract enforcement to SCD. The data are collected from the aerospace industry using a multimethod study, combining an Internet‐based survey with archival data. Causal modeling with structural equation modeling (SEM) shows general support for the hypotheses. Particularly, SCD is positively related to buyer–supplier goal incongruence. The agency model offers insights that differ from previous transaction‐cost‐based models of buyer–supplier relationships. OEM buyers with a lucrative aftermarket should consider aligning goals through incentives rather than relying entirely on economic hostages associated with specific assets.     

Inventory Record Inaccuracy,Double Marginalization,and RFID Adoption

Most retailers suffer from substantial discrepancies between inventory quantities recorded in the system and stocks truly available to customers. Promising full inventory transparency, radio frequency identification (RFID) technology has often been suggested as a remedy to the problem. We consider inventory record inaccuracy in a supply chain model, where a Stackelberg manufacturer sets the wholesale price and a retailer determines how much to stock for sale to customers. We first analyze the impact of inventory record inaccuracy on optimal stocking decisions and profits. By contrasting optimal decisions in a decentralized supply chain with those in an integrated supply chain, we find that inventory record inaccuracy exacerbates the inefficiencies resulting from double marginalization in decentralized supply chains. Assuming RFID technology can eliminate the problem of inventory record inaccuracy, we determine the cost thresholds at which RFID adoption becomes profitable. We show that a decentralized supply chain benefits more from RFID technology, such that RFID adoption improves supply chain coordination.     

Static and Dynamic Pricing of Excess Capacity in a Make‐to‐Order Environment

We consider a make‐to‐order manufacturer that serves two customer classes: core customers who pay a fixed negotiated price, and “fill‐in” customers who make submittal decisions based on the current price set by the firm. Using a Markovian queueing model, we determine how much the firm can gain by explicitly accounting for the status of its production facility in making pricing decisions. Specifically, we examine three pricing policies: (1) static, state‐independent pricing, (2) constant pricing up to a cutoff state, and (3) general state‐dependent pricing. We determine properties of each policy, and illustrate numerically the financial gains that the firm can achieve by following each policy as compared with simpler policies. Our main result is that constant pricing up to a cutoff state can dramatically outperform a state‐independent policy, while at the same time achieving most of the increase in revenue achievable from general state‐dependent pricing. Thus, we find that constant pricing up to a cutoff state presents an attractive tradeoff between ease of implementation and revenue gain. When the costs of policy design and implementation are taken into account, this simple heuristic may actually out‐perform general state‐dependent pricing in some settings.     

The Comparison of Two Vertical Outsourcing Structures under Push and Pull Contracts

In a three‐tier supply chain comprising an original equipment manufacturer (OEM), a contract manufacturer (CM), and a supplier, there exist two typical outsourcing structures: control and delegation. Under the control structure, the OEM contracts with the CM and the supplier respectively. Under the delegation structure, the OEM contracts with the CM only and the CM subcontracts with the supplier. We compare the two outsourcing structures under a push contract (whereby orders are placed before demand is realized) and a pull contract (whereby orders are placed after demand is realized). For all combinations of outsourcing structures and contracts, we derive the corresponding equilibrium wholesale prices, order quantities, and capacities. We find that the equilibrium production quantity is higher under control than under delegation for the push contract whereas the reverse holds for the pull contract. Both the OEM and the CM prefer control over delegation under the push contract. However, under the pull contract, the OEM prefers control over delegation whereas the CM and the supplier prefer delegation over control. We also show that for a given outsourcing structure, the OEM prefers the pull contract over the push contract. In extending our settings to a general two‐wholesale‐price (TWP) contract, we find that when wholesale prices are endogenized decision variables, the TWP contract under our setting degenerates to either a push or a pull contract.     

Should an OEM Retain Component Procurement when the CM Produces Competing Products?

We consider a large original equipment manufacturer (OEM) who relies on a contract manufacturer (CM) to produce her product. In addition to the OEM's product, the CM also produces for a smaller OEM. Both the larger OEM and the CM can purchase the component from the supplier, but their purchase prices may differ and remain unknown to each other. The main question we address is whether the larger OEM should retain component procurement by purchasing components from the supplier and reselling to the CM (buy–sell), or outsource component procurement by letting the CM purchase directly from the supplier (turnkey). We show that, under buy–sell, the larger OEM's optimal strategy is to resell components at the highest possible component purchase price of the CM (i.e., the street price). By comparing buy–sell and turnkey, we find that a CM with low component price is better off under turnkey, even though under buy–sell he receives more profits through the products sold to the smaller OEM. Furthermore, the larger OEM's preference between buy–sell and turnkey depends on her component price, the volatility of the CM's component price and substitutability between the two products.