Implications of Customer Roles in Engineer-to-order Service Supply Chain

28 Aug 15
Implications of Customer Roles in Engineer-to-order Service Supply Chain
Olaiya O. Fatodu
Class of 2013

MISI student Olaiya O. Fatodu from MSCM class 2013 developed his thesis project into a paper that has been published by: Int. J. Logistics Systems and Management in Vol. 22, No. 3, 2015.

This paper was a joint collaboration between Olaiya and MISI Dr. Javad Fezabadi, who supervised the original thesis project and gave guidance with the paper publication.


This study seeks to find out how knowledge-intensive service firms can improve their performance by more effective management of customer roles in their service supply chain. A single case study method is used to study drilling engineering and well services segment of a multinational oil and gas services company, code-named MISI Oil and Gas Services Company. Conceptual framework for explaining the customer roles in service supply chain is developed and validated using data. Customer as logistics service provider is newly revealed in the study. It is also discovered that through its integrated project management model, the company is able to drastically minimise variability and uncertainty that four of the customer roles introduce into its service operations. MISI Company KPIs are affected by how it manages the roles that its customers assume in its drilling engineering and well services operations.

Biographical notes:

Olaiya O. Fatodu was a postgraduate student at Malaysia Institute for Supply Chain Innovation (MIT Global SCALE Network member in Asia). He is a pharmacist with multiple Master degrees. He earned his MBA as a scholar at University of Exeter Business School, UK, and completed his MPH in Global Health in 2014 as UK Commonwealth scholar at University of Manchester, UK. This article is adapted from his Master thesis at Malaysia Institute for Supply Chain Innovation.

Javad Feizabadi is an Assistant Professor in Malaysia Institute for Supply Chain Innovation (MIT Global SCALE Network member in Asia). During the period 2007–2008, he was involved in a study exploring the supply chain challenges in the European auto industry at IMD, Switzerland. His research has been published in several international conferences and academic journals. His major research areas are supply chain strategy, intersection between strategic management and SCM, and entrepreneurship in SCM. He has been a Visiting Professor at the Massachusetts Institute of Technology (MIT). He is also a Research Affiliate with MIT.

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