An Investigation of Airline Catering Supply Chain Processes, Performance and Practices using SCOR Model

Abstract

Supply chain management is critical to airlines' ability to provide high-quality in-flight dining experience to passengers. Managing airline catering supply chain can be complex and difficult because the chain frequently delivers a large volume of airline meals, manages the resulting reverse flow, and is required to meet performance requirements, often under uncertainty. This thesis delves into the business processes of airline catering supply chains, develops performance metrics for the chain, and proposes an approach for improving the chain's practice effectiveness. The thesis is divided into three main areas of study known as research projects, which are based on the portfolio of research work completed during the study. In this thesis, the supply chain operations reference (SCOR) model is used as the reference model for airline catering supply chain. The SCOR model is generic and provides a common definition of business processes, metrics, and best practices for supply chain evaluation. The model must be adapted to fit different industry settings. SCOR-based approaches to improving airline catering supply chain effectiveness have been developed in the thesis, by selecting the appropriate supply chain processes, performance metrics, and practices that are essential to the airline catering service. The first project adapts the SCOR model to create a framework and reference models for integrated business processes regarding the airline catering supply chain. The relevant standard processes were chosen from the SCOR model and expanded to define the specific workflow of airline catering logistics using Business Process Model and Notation (BPMN) techniques. As a result, a hierarchical process structure is defined, including how the SCOR framework's processes of source, make, and deliver map to the airline catering supply chain process. The second project is concerned with selecting performance metrics for airline catering supply chain. In adapting SCOR performance metrics for airline catering supply chains, a method of selecting performance metrics for the chain is presented. A set of 55 relevant metrics is identified from the SCOR model and prioritised using the MoSCoW based prioritisation method. Results of the prioritisation show that an emergency, such as the COVID-19 pandemic, can influence performance considerations, including the selection of appropriate performance metrics. Finally, the third project focuses on practice effectiveness. It develops a SCOR based methodology for evaluating the effectiveness of airline catering supply chain practices and identifying weak performing practices. The methodology incorporates relevant supply chain practices, practice categories, and performance attributes adapted from SCOR. The methodology uses fuzzy logic, and it is applied in this thesis to a case study of a large airline catering supply chain. The case study company is found to operate highly effective practice, and areas requiring further improvements were recommended. The thesis demonstrates that the airline catering supply chain must pay attention to business processes, performance metric selection, and seek to continuously improve practice effectiveness. The methods and models developed in the thesis will help airline catering supply chains in all three areas. Insights from the chosen case study are valuable. Research limitations are identified, and future directions are suggested.