Analysis of the key success factors for mitigating supply chain operational risks in the omnichannel context
DOI:
https://doi.org/10.14488/1676-1901.v24i1.5029Keywords:
Supply Chain, Omnichannel, Risk, Mitigation, AHPAbstract
Supply chains face a number of challenges, such as the complexity of supplier management, demand uncertainty and operational risks, which can affect their efficiency and effectiveness. In this context, the omnichannel strategy has emerged as a way of integrating sales and communication channels to provide an efficient customer interaction experience. The aim of this paper is to address the difficulties faced by supply chains in mitigating risks in the omnichannel context. In this sense, a systematic review of the literature was carried out, identifying key risk factors and their mitigation strategies. Experts were consulted to prioritize the mitigation factors, using the Analytic Hierarchical Process (AHP) method. The factors were identified in the systematic literature review, considering their relevance and impact on supply chain management in the omnichannel environment. In addition, a retail company was analyzed to discuss the peculiarities of risk management in supply chains in the context of omnichannel. The results obtained highlighted the importance of technology, the integration of information systems, inventory and customer perception as key success factors in mitigating operational risks. This study provides insights into risk management in supply chains in the context of omnichannel.
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