Abstract:

The adoption of data capture technologies such as RFID promises real interactivity and customer centric global service supply chains, but simultaneously threatens to overload companies already struggling to utilize the data they have currently available. While RFID is typically designed and deployed for local and often dyadic use in limited circumstances, we argue that novel approaches to information management are required to successfully manage the data from sensor-based data capture technologies and to integrate them into successful inter-organizational service supply networks.
As part of our analysis and discussion we question the degree to which ICTs such as RFID as currently deployed support the customer orientation needed for successful service operations across supply chains, and identify difficulties inherent in current technology use along supply chains and in business systems. We argue that customer orientation is needed at all stages of the supply chain, and identify the benefits of customer information that is available to all supply chain partners in real time, synchronized and updated in responsive and customer centric ways. In this context we outline two general technical approaches to deal with this challenge. The first involves effective technical middleware along with intra- and inter-organizational coordination capabilities that help to integrate data flows and information management among the distributed systems and partners involved. The second, considerably more revolutionary and ambitious in scope, revolves around the idea of a centralized data clearinghouse, jointly operated and owned -- or financed -- by all relevant parties yet independent of any single partner. Key requirements for such a data clearinghouse are outlined, along with a discussion of advantages and disadvantages of such a centralized approach.