Alignment of manufacturing strategies to customer requirements using analytical hierarchy process

Abstract

The purpose of this paper is to provide new insights in the field of operations management decision-finding. It aims to combine manufacturing strategies with the service dominant logic in order to connect customer satisfaction. An analytic hierarchy process (AHP) is developed and applied within two case companies. A sensitivity analysis revealed that the manufacturing strategy selection changes when customer requirements vary. The sensitivity of manufacturing strategy alteration towards changing customer requirements is dependent on distinct product characteristics. The presented AHP offers an opportunity to define those customer requirements predominantly affecting manufacturing strategy selection. The paper provides a helpful generic framework that could serve as starting point to develop appropriate supply chain differentiation approaches.