Quantitative supply chain segmentation model for dynamic alignment

Companies deal with different customer groups which makes it important to define the service level precisely and improve customer service through different supply chain strategies for each group. An alternative to deal with imprecision related to the segmentation processes suggested by either the Leagile or the Dynamic Alignment Schools is the application of fuzzy set theory. The objective of this work is to develop a quantitative model that uses the fuzzy set theory and, based on sales data, assesses the company???s supply chain(s) to facilitate managers??? decision-making processes to achieve dynamic alignment. It was possible to identify the supply chains that serve the client groups evaluated, providing answers faster than the analysis proposed by the models found in the literature. The application in two real situations validated the model. The results obtained were able to indicate managerial actions such as the establishment of clear processes for agile and campaign supply chains in one case or the improvement in the information sharing with a group of clients and thus moving from a fully flexible to the agile supply chain. To the best of our knowledge, this study is the first that aims to segment quantitatively supply chains in a company applying fuzzy set theory, providing a novel approach to align operations and supply chain strategy dynamically.