This research aims to develop a conceptual framework to explain and to explore the relationships among the different dimensions of supply chain quality management (SCQM) and their impact on organizational performance, based on the four perspectives of the balanced scorecard. The ultimate objective of the approach proposed aims at supporting companies to implement and/or improve SCQM practices to promote organizational excellence.

This research identified some key practices of SCQM that might impact on organizational performance, including management and strategic planning, stakeholders’ involvement and commitment, information, leadership and continuous improvement and innovation. From the supply chain management perspective, specific important dimensions are: procurement, internal logistics and distribution. Concerning quality management one pointed out product/service quality and culture of quality areas.

SCQM is a system-based approach for performance improvement which integrates supply chain partners and takes advantages of upstream and downstream links in order to create value and to improve customer satisfaction (Foster, 2008). Therefore, there is a need to change the current organizational thinking that is focused in a company, and expand it to an inter-organizational behaviour which involves customers, suppliers and other stakeholders. This strategic change will develop a more competitive organization.

The conceptual model proposal is an attempt to embrace the most important issues concerning SCQM. Additionally, the conclusions of this work will raise new management practices that will be important for the worldwide companies.

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Mrs. Ana Cristina Fernandes