From the Classical SCOR Model to the SCOR Digital Standard (SCOR DS): Aligning Quality Management and Digitalization for After-Sales Service Resilience

Hana Hadhri, Yosra Ben Abbés, Bouthaina Maazoun, Raoudha Kammoun

In an increasingly vulnerable supply chain context, After-Sales Service (ASS) performance suffers from organizational fragmentation across returns, diagnostics, and spare parts management. While the qualitydigitalization nexus is recognized as an agility lever, operational frameworks integrating modern digitally native standards remain lacking. To address this gap, this study relies on a four-year longitudinal intervention research within a major industrial logistics platform. It adapts the SCOR Digital Standard (SCOR DS) model to align an ISO 9001:2015 Quality Management System with an ERP/BPMN digital architecture, specifically analyzing the transition from traditional SCOR to SCOR DS to optimize Return processes. Empirical results demonstrate that SCOR DS acts as a catalyst for data-driven integration, shifting ASS from a siloed, reactive model to a predictive ecosystem while significantly reducing Return Cycle Time.