The ultimate goal of this study is to develop a comprehensive and competitive management system to enhance resilience capability of supply chains. In addition, the study aims to identify and eliminate barriers affecting resilience by identifying the factors may cause trouble in the near future. The theoretical framework was established to summarize the significant finding in the area of resilient supply chain and as a guideline for the empirical part. A qualitative approach based on multi criteria decision making process has been adopted in order to gather data through in-depth interviews. The developed method to evaluate resilience capability through supply chains piloted in a sample of five companies involved in an automotive supply chain.

This study identifies and analyzes the key factors of an efficient customer oriented production strategy. The paper supports the view that dynamic capabilities can be used successfully for improving company’s efficiency. This research is a case study research related to production strategy. In a case company, totally 31 interviews were made from 16 subsidiaries and 13 from end customers. The present paper focuses more on end customers’ than internal customers. Key findings can be identified as follows: effective information flow, flexibility, speed and responsiveness need more focus in the study of dynamic capabilities. Delivery accuracy is the key, while short delivery time is a competitive factor. This research is focused to power electronics business segment which is research limitation. To make wider conclusions, more empirical studies are needed. As a Practical implications, this research helps firms to improve their strategy process by understanding real customer needs. The research results bring additional value to the previous studies regarding company strategy, business environment, innovativeness and operational excellence.

This research is a case study research related to customer satisfaction, focuses on more effective service improvement and changes in regards with meeting the customer needs. Through empirical approach and related enterprises investigation, based on employees’ perspective and end-user’ perspective, it designs a questionnaire system to collect data. In a case company, totally 31 interviews were made from 18 subsidiaries and 13 from end customers. Finally, we use statistical analysis to analysis the collection data and draw a conclusion. The outcomes of analysis show that communication and effective information flow, as well as effective service processes are the key while technical knowhow is the basic requirements. Throughout the body of the research, we can observe that there are significant differences between the internal and external customers perspective. These differences should be taken into consideration when the service improvement is the main objective. This research helps manufacturing firms to improve their value added services in addition to operating closer to their global customers.

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