Formalizing the strategic product deletion decision: incorporating multiple stakeholder views

Purpose: Market uncertainties require organizations to consistently revisit their product portfolio. Theoretically the link between corporate strategy, supply chain and operations for Product Deletion (PD) decisions is lacking. The purpose of this study is to develop a decision support tool that enables managers to evaluate PD decisions across business, supply chain strategies and customer considerations; rationalizing product portfolio variety while realizing long-term organizational competitiveness. Design/methodology/approach: This study applies Quality Function Deployment (QFD) to formalize PD decision-making across multiple functional strategy perspectives. Manufacturing, supply chain, finance and marketing functions are included along with incorporating multiple stakeholder voices from multiple organizational levels—including top-management team members, cross-functional managers and customers. A case study application is conducted using an Original Equipment Manufacturer (OEM) perspective. Findings: The interrelationships between business, supply chain strategies and customer requirements are identified, along with tensions and tradeoffs using a series of “houses” or relationship matrices. The methodology provides managers with a decision support tool that can be flexible and applicable to aid sound PD decision-making incorporating multiple stakeholders. Originality/value: Product decisions at the decline stage—for example product retirement or deletion—are neglected both in research and in practice. Having a formalized systematic process can make PD outcomes more objective. The proposed QFD approach is one of the early PD decision support tools—products can be deleted for strategic, operational and customer-related reasons, and the hierarchical interrelationships among various reasons need to be carefully managed to ensure sound product portfolio rationalization.