APPENDIX A - QUESTIONNAIRE

Dear participant,

I am a research scholar doing my PhD at Bharathidasan University and working as Assistant

Professor at Bharathidasan Institute of Management, Tiruchirapalli.

Indian organizations have realized the importance of supply chain management for achieving
business excellence. The use of Information Technology (IT) is considered a prerequisite for
effective supply chains and Indian companies have invested in substantially in the
downstream supply chain that links the organization to its distribution channels and
consumers.

The questionnaire enclosed is designed to study the use of Information technology and its
impact on the performance of the downstream supply chain. As an expert in this area in
your organization, you will be in the right position to give the necessary information to carry
out the research.

I request you to kindly respond to the questions and provide the resources for this study. Your
responses will be kept confidential and the information provided by you will be used strictly
in connection with this research for academic purposes only.

Your help in carrying out this research is very much appreciated.

Thank you very much for your time and cooperation.

Yours sincerely,

S.Sundar
Trichy
 Section A – Your Organization’s Business Environment

Please read the statements below and tick the most appropriate responses. The responses are
1-Disagree strongly 2 – Disagree 3 – Neither agree nor disagree 4- Agree 5 – Agree
strongly.
Disagree Agree
strongly strongly

1 2 3 4 5
A1. Our sales demand varies dramatically from period
to period in an unpredictable way is very difficult to
forecast correctly.

A2. Our customers are very demanding placing many

last minute orders and pressuring us for better
prices/services/ delivery.

A3. Poor delivery performance – late deliveries, long

lead times, inability to fill last-minute orders, would
hurt our firm’s success

A4. Most of what we sell could be viewed as a

commodity, relatively standard products also available
from our competitors.

Section B - Your organization’s investment in Information Technology

B1.To what extent does your firm use the following forms of Information Technology and tick
the most appropriate response. The responses are 1- Minimal use to 5- Extensive use. Also
indicate year of implementation by ticking the approximate time period

S.No. Information Technology Extent of use Year of implementation

Within
1 2 3 4 5 < 1 yr > 3 yrs
3 yrs
1. Enterprise Resource Planning ( ERP)
2. Customer relationship Management (CRM)
3. Supply Chain Management ( SCM)
4. Advanced Planning and Scheduling (APS)
5. Warehouse management systems (WMS)
6. Transportation management systems (TMS)
7. Real time electronic linkage with branch offices
8. Point of Sale (POS) retail terminals
9. Any other please specify:
B2. In your opinion rank the objectives you consider important of your company’s IT
investment in the downstream Supply chain in order of importance. Please rank from 1 to 7,
1 as the most important, 2 as the next most important, and so on.

Better demand visibility

Increase demand forecast accuracy
Reduce inventories
Increase customer satisfaction
Reduce supply chain costs
Improve information flow
Increase efficiency of people/processes
Any other please specify

B3. Please read the statements below and tick the most appropriate responses. The responses
are 1-Disagree strongly 2 – Disagree 3 – Neither agree nor disagree 4- Agree 5 – Agree
strongly.

Disagree strongly Agree strongly

1 2 3 4 5

1. Our organization always uses advanced IT solutions

for SCM in our industry.

2. Relative to competitors our IT for SCM is advanced

3. We are regarded as the IT leader in SCM in our

industry

4. We are the first to use new IT in our industry

5. Our IT for SCM is state of art technology

6. Our organization’s IT for supply chain is well aligned

with our channel members

7. Our organization invests in IT to align with our

channel members

8. Our channel members invest in IT to align with us

9. We work together with our channel members to invest

in IT for alignment
10. Our IT is well aligned for best supply chain
performance

B4. Please read the statements below and tick the most appropriate responses. The responses
are 1-Disagree strongly 2 – Disagree 3 – Neither agree nor disagree 4- Agree 5 – Agree
strongly.

1. Our organization freely shares information with our

distribution channels, logistic providers and customers.

2. Our organization is efficient in coordinating

transactions with our distribution channels.

3. Our organization collaborates in demand forecasting

and planning replenishments with our distribution
channels

4. Our supply chain responds quickly to changing

customer and distribution channel needs

Section C – Your organization’s benefits from IT investments in supply chain.

Please read the supply chain operational benefits given below and tick the most appropriate
column. The responses are 1 – Very insignificant 2 – Insignificant 3 – Neither Significant
nor Insignificant 4 – Significant and 5- Very Significant.

C1. The implementation of Information Technology has resulted in:

Extent of
S.No. Benefit benefit
1 2 3 4 5
1. Increase in the demand forecast accuracy
Increase in the delivery performance
2.
( Delivery performance to committed date)

3. Increase in Fill rate for ship-from-stock products

4. Increase in the perfect order fulfillment rate

5. Increase in Finished goods inventory turns

6. Reduction in order fulfillment cycle time

7. Reduction in back orders

8. Reduction in % of stock outs

9. Reduction in estimated loss of sales

10. Reduction in excess stocks

11. Reduction in total supply chain management costs

12. Any other please specify

C2. The implementation of Information Technology has helped in realizing the
following marketing related benefits:

Extent of benefit
1 2 3 4 5

1. Better service support for our customers

2. Improved information and inventory visibility

3. Customizing pricing and promotion activities

4. Discovering opportunities for new products

5. Any other please list :

C3. Indicate your organization’s position on the following performance dimensions as

compared to your competitors. 1- Weak to 5 – Strong

Attribute 1 2 3 4 5

1. Sales growth

2. Market share

3. Entry into new markets

4. New product
introduction
5. Customer satisfaction
Section D: The basic characteristics of your organization:

D1. Our organization would be best classified as:

Nature of organization Type of product ( Please specify)

Raw material producer

Manufacturer

Others __________________

D2. Our organization’s sales are to: % of sales

Manufacturers
Wholesalers/ distributors
Retailers
Consumers
Total 100%

D3. Our organization’s manufacturing operations are located in:

Single location Multiple locations Number of locations

D4. How many employees work for your entire organization?

Below 500 500-1000 1000-2500 2500-5000 above 5000

D5. Product characteristics: Percentage

Make to stock
Assemble to order
Make to order
Total 100%

D6. Number of Stock keeping units handled: ___________________

D7. Your functional area in the organization:

Distribution/ Logistics

Marketing/Sales

Supply Chain

Manufacturing

Operations

Other _____________

D8. Years worked in the organization

< 5 years

5-10 years

10-15 ears

>15 years

Name of respondent :

Designation :

Email address :

Thank you!
 APPENDIX B

ACRONYMS USED FOR CODING OF CONSTRUCTS

COMPETITIVE BUSINESS ENVIRONMENT CBE

EXTENT OF IT USAGE ITU

IT ADVANCEMENT ITAD

IT ALIGNMENT ITAL

SUPPLY CHAIN CAPABILITIES SCC

OPERATIONAL BENEFITS OPB

STRATEGIC MARKETING BENEFITS SMKB

COMPETITIVE MARKETING PEFORMANCE CMP

 APPENDIX C
Individual Hypothesis statements for Hypotheses sets – H9.1a to H16.4e

H13.1a: Information sharing has a positive impact on increased demand forecast accuracy.

H13.1b: Information sharing has a positive impact on increased delivery performance.

H13.1.c: Information sharing has a positive impact on increased fill rate.

H13.1.d: Information sharing has a positive impact on increased perfect order fulfilment.

H13.1e: Information sharing has a positive impact on increased finished goods inventory turns.

H13.1f: Information sharing has a positive impact on reduction in order fulfilment cycle time.

H13.1g: Information sharing has a positive impact on reduction in back orders.

H13.1h: Information sharing has a positive impact on reduction in stock outs.

H13.1i: Information sharing has a positive impact on reduction in loss of sales.

H13.1j: Information sharing has a positive impact on reduction in excess stocks.

H13.1k: Information sharing has a positive impact on reduction in SCM costs.

H13.2a : Coordination has a positive impact on Increased demand forecast accuracy.

H13.2b: Coordination has a positive impact on increased delivery performance.

H13.2c: Coordination has a positive impact on increased fill rate .

H13.2d: Coordination has a positive impact on increased perfect order fulfilment.

H13.2e: Coordination has a positive impact on increased finished goods inventory turns.

H13.2f: Coordination has a positive impact on reduction in order fulfilment cycle time.

H13.2g: Coordination has a positive impact on reduction in back orders.

H13.2h: Coordination has a positive impact on reduction in stock outs.

H13.2i: Coordination has a positive impact on reduction in loss of sales.

H13.2j: Coordination has a positive impact on reduction in excess stocks.

H13.2k: Coordination has a positive impact on reduction in SCM costs.

H13.3a : Collaboration has a positive impact on Increased demand forecast accuracy.

H13.3b: Collaboration has a positive impact on increased delivery performance.

H13.3c: Collaboration has a positive impact on increased fill rate .

H13.3d: Collaboration has a positive impact on increased perfect order fulfilment.

H13.3e: Collaboration has a positive impact on increased finished goods inventory turns.

H13.3f: Collaboration has a positive impact on reduction in order fulfilment cycle time.

H13.3g: Collaboration has a positive impact on reduction in back orders.

H13.3h: Collaboration has a positive impact on reduction in stock outs.

H13.3i: Collaboration has a positive impact on reduction in loss of sales

H13.3j: Collaboration has a positive impact on reduction in excess stocks.

H13.3k: Collaboration has a positive impact on reduction in SCM costs.

H13.4a: Supply chain responsiveness has a positive impact on increased demand forecast
accuracy.

H13.4b: Supply chain responsiveness has a positive impact on increased delivery performance.

H13.4c: Supply chain responsiveness has a positive impact on increased fill rate.

H13.4d: Supply chain responsiveness has a positive impact on increased perfect order
fulfilment.

H13.4e: Supply chain responsiveness has a positive impact on increased finished goods
inventory turns.

H13.4f: Supply chain responsiveness has a positive impact on reduction in order fulfilment
cycle time.

H13.4g: Supply chain responsiveness has a positive impact on reduction in back orders.

H13.4h: Supply chain responsiveness has a positive impact on reduction in stock outs.

H13.4i: Supply chain responsiveness has a positive impact on reduction in loss of sales

H13.4j: Supply chain responsiveness has a positive impact on reduction in excess stocks.

H13.4k: Supply chain responsiveness has a positive impact on reduction in SCM costs.

H14.1a: Information sharing has a positive impact on service support.

H14.1b: Information sharing has a positive impact on improved information and inventory
visibility.

H14.1c: Information sharing has a positive impact on customizing pricing and promotion
activities.

H14.1d: Information sharing has a positive impact on discovering opportunities for new
products.
H14.2a: Coordination has a positive impact on service support.

H14.2b: Coordination has a positive impact on improved information and inventory visibility.

H14.2c: Coordination has a positive impact on customizing pricing and promotion activities.

H14.2d: Coordination has a positive impact on discovering opportunities for new products.

H14.3a: Collaboration has a positive impact on service support.

H14.3b: Collaboration has a positive impact on improved information and inventory visibility.

H14.3c: Collaboration has a positive impact on customizing pricing and promotion activities.

H14.3d: Collaboration has a positive impact on discovering opportunities for new products.

H14.4a: Supply chain responsiveness has a positive impact on service support.

H14.4b: Supply chain responsiveness has a positive impact on improved information and
inventory visibility.

H14.4c: Supply chain responsiveness has a positive impact on customizing pricing and
promotion activities.

H14.4d: Supply chain responsiveness has a positive impact on discovering opportunities for
new products.

H15.1a: Increased forecast accuracy has a positive impact on sales growth.

H15.1b: Increased forecast accuracy has a positive impact on market share.

H15.1c: Increased forecast accuracy has a positive impact on entry in new markets.

H15.1d: Increased forecast accuracy has a positive impact on new product introduction.

H15.1e: Increased forecast accuracy has a positive impact on customer satisfaction.

H15.2a: Increased delivery performance has a positive impact on sales growth.

H15.2b: Increased delivery performance has a positive impact on market share.

H15.2c: Increased delivery performance has a positive impact on entry in new markets.

H15.2d: Increased delivery performance has a positive impact on new product introduction.

H15.2e: Increased delivery performance has a positive impact on customer satisfaction.

H15.3a: Increased fill rate has a positive impact on sales growth.

H15.3b: Increased fill rate has a positive impact on market share.

H15.3c: Increased fill rate has a positive impact on entry in new markets.

H15.3d: Increased fill rate has a positive impact on new product introduction.
H15.3e: Increased fill rate has a positive impact on customer satisfaction.

H15.4a: Increased perfect order fulfilment rate has a positive impact on sales growth.

H15.4b: Increased perfect order fulfilment rate has a positive impact on market share

H15.4c: Increased perfect order fulfilment rate has a positive impact on entry in new markets.

H15.4d: Increased perfect order fulfilment rate has a positive impact on new product
introduction.

H15.4e: Increased perfect order fulfilment rate has a positive impact on customer satisfaction.

H15.5a: Increased finished goods inventory turn has a positive impact on sales growth.

H15.5b: Increased finished goods inventory turn has a positive impact on market share.

H15.5c: Increased finished goods inventory turn has a positive impact on entry in new markets.

H15.5d: Increased finished goods inventory turn has a positive impact on new product
introduction.

H15.5e: Increased finished goods inventory turn has a positive impact on customer satisfaction.

H15.6a: Reduction in order fulfilment cycle time has a positive impact on sales growth.

H15.6b: Reduction in order fulfilment cycle time has a positive impact on market share.

H15.6c: Reduction in order fulfilment cycle time has a positive impact on entry in new
markets.

H15.6d: Reduction in order fulfilment cycle time has a positive impact on new product
introduction.

H15.6e: Reduction in order fulfilment cycle time has a positive impact on customer
satisfaction.

H15.7a: Reduction in back orders has a positive impact on sales growth.

H15.7b: Reduction in back orders has a positive impact on market share.

H15.7c: Reduction in back orders has a positive impact on entry in new markets.

H15.7d: Reduction in back orders has a positive impact on new product introduction.

H15.7e: Reduction in back orders has a positive impact on customer satisfaction.

H15.8a: Reduction in stock outs has a positive impact on sales growth.

H15.8b: Reduction in stock outs has a positive impact on market share.

H15.8c: Reduction in stock outs has a positive impact on entry in new markets.

H15.8d: Reduction in stock outs has a positive impact on new product introduction.
H15.8e: Reduction in stock outs has a positive impact on customer satisfaction.

H15.9a: Reduction in loss of sales has a positive impact on sales growth.

H15.9b: Reduction in loss of sales has a positive impact on market share.

H15.9c: Reduction in loss of sales has a positive impact on entry in new markets.

H15.9d : Reduction in loss of sales has a positive impact on new product introduction.

H15.9e: Reduction in loss of sales has a positive impact on customer satisfaction.

H15.10a: Reduction in excess stocks has a positive impact on sales growth.

H15.10b: Reduction in excess stocks has a positive impact on market share.

H15.10.c: Reduction in excess stocks has a positive impact on entry in new markets.

H15.10d: Reduction in excess stocks has a positive impact on new product introduction.

H15.10e: Reduction in excess stocks has a positive impact on customer satisfaction.

H15.11a: Reduction in total SCM costs has a positive impact on sales growth.

H15.11b: Reduction in total SCM costs has a positive impact on market share.

H15.11c: Reduction in total SCM costs has a positive impact on entry in new markets.

H15.11d: Reduction in total SCM costs has a positive impact on new product introduction.

H15.11e: Reduction in total SCM costs has a positive impact on customer satisfaction.

H16.1a: Better service support has a positive impact on sales growth.

H16.1b: Better service support has a positive impact on market share.

H16.1c: Better service support has a positive impact on entry into new markets.

H16.1d: Better service support has a positive impact on new product introduction.

H16.1e: Better service support has a positive impact on customer satisfaction.

H16.2a: Improved information and inventory visibility has a positive impact on sales growth.

H16.2b: Improved information and inventory visibility has a positive impact on market share.

H16.2c: Improved information and inventory visibility has a positive impact on entry into new
markets.

H16.2d: Improved information and inventory visibility has a positive impact on new product
introduction.

H16.2e: Improved information and inventory visibility has a positive impact on customer
satisfaction.
H16.3a: Customizing pricing and promotion has a positive impact on sales growth.

H16.3b: Customizing pricing and promotion has a positive impact on market share.

H16.3c: Customizing pricing and promotion has a positive impact on entry into new markets.

H16.3d: Customizing pricing and promotion has a positive impact on new product introduction.

H16.3e: Customizing pricing and promotion has a positive impact on customer satisfaction.

H16.4a: Discovering opportunities for new products has a positive impact on sales growth.

H16.4b: Discovering opportunities for new products has a positive impact on market share.

H16.4c: Discovering opportunities for new products has a positive impact on entry into new
markets.

H16.4d: Discovering opportunities for new products has a positive impact on new product
introduction.

H16.4e: Discovering opportunities for new products has a positive impact on customer
satisfaction.
 APPENDIX D
DESCRIPTIVE STATISTICS

Figure 1 – Respondents by job function

Figure 2: Work experience of respondents

Respondents by years worked

< 5 years 5-10 years 10-15 years >15 years

12%
44% 17%

27%
 Figure 3: Primary manufacturing strategy in organizations

Primary Manufacturing Strategy

Make to order
13%

Assemble to order
14%

Make to stock
73%

Figure 4: Industry classification of respondents

Industry Classification of Respondents

60
60
52 51
49
50

40 34

30 26
23

20
12

10

0
 Figure 5: Number of employees

Number of Employees
1000-2500 2001-5000 >5000

1000-2500
19%
>5000
49%

2001-5000
32%

Figure 6: Nature of manufacturing locations

Manufacturing Locations

16%

Single location
Multiple locations
84%
 Figure 7: Number of manufacturing locations

Number of Manufacturing Locations

98
100
90
80 71
70
60
50 42
40 29
30
17
20
10
0
2 3-5 6-10 11-20 >20

Figure 8: Number of Stock keeping units (SKU) handled

 Figure 9: Channels of distribution

Distribution Channels

Direct
36%

Indirect
64%

Figure 10: Indirect and direct channels of distribution

Indirect Channels Direct Channels

Retailers
36% Consumer
25%

Wholesalers/ Manufacturer
distributors Manufacturer
75% Consumer
64%
 Figure 11: Years of Implementation of IT software

ERP - Years of Usage CRM - Years of Usage

< 1 year < 1 year

9% > 3 years 9%
1 - 3 years 28%
22%

> 3 years
69% 1 - 3 years
63%

SCM - Years of Usage RTELBO - Years of Usage

< 1 year < 1 year

9% 7%
1 - 3 years
> 3 years
26%
45%
1 - 3 years > 3 years
46% 67%