From Dissonance to Dialogue: A Token-Based Approach to Bridge the Gap Between Manufacturers and Customers

Authors: Norman Pytel, Christian Ziegler, Axel Winkelmann
Venue: ACM Transactions on Management Information Systems 15(1), Article 3 (2024)
Link: https://doi.org/10.1145/3639058 (opens in a new tab)

Summary

The paper presents a token-based recall-communication system integrating ERP and blockchain, developing six design principles (and supporting design features) that improve recall coordination, traceability and co-value creation between manufacturers and customers.

Artifact

A token-based recall-communication system integrating ERP systems with blockchain.

Methodology

Design science research; three artifact iterations; qualitative evaluation with 14 industry experts.

Design features

Concrete, technology-specific realizations of the design principles in this artifact:

• Design feature DF1: Customer wallet notification for recall states - Customers log in with an Ethereum wallet and receive notifications about recall states of products they own.
• Design feature DF2: BC-ERP integration through objects - Integration of enterprise systems with the blockchain through objects (TokenID, contract address, From/To owner, system) recorded in a movement table.
• Design feature DF3: Recall tracing and product-state extension of the token - A standard token interface that traces recalls and extends the product state as the token moves between organizations and customers.
• Design feature DF4: Interorganizational BC-based data storage - Inter-organizational blockchain-based data storage shared between manufacturers and customers.
• Design feature DF5: Customer product-defect announcement - A feature allowing customers to announce product defects and voluntarily report their health state.
• Design feature DF6: Manufacturer product-defect announcement - A feature allowing manufacturers to announce a defective product, initiating a forward recall that notifies all customers holding the token.
• Design feature DF7: Manufacturer recall-state management - A feature by which manufacturers set and manage recall states (e.g., 'Checked NOT OK') for affected products.
• Design feature DF8: Backward and forward ownership tracing - Smart-contract token-ownership tracing history enabling backward and forward tracing of previous manufacturers and owners for the recall process.

Citations

[1] Norman Pytel, Christian Ziegler, Axel Winkelmann. From Dissonance to Dialogue: A Token-Based Approach to Bridge the Gap Between Manufacturers and Customers. ACM Transactions on Management Information Systems 15(1), Article 3 (2024). https://doi.org/10.1145/3639058 (opens in a new tab) [2] Source document: From Dissonance to Dialogue - A Token-Based Approach.pdf