شناسایی و اولویت بندی معیارهایی برای ارزیابی عملکرد زنجیره تامین خدمات

نوع مقاله : مقاله علمی پژوهشی

نویسندگان

1 استادیار گروه مدیریت دانشکدة ادبیات و علوم انسانی، دانشگاه گیلان، رشت، ایران.

2 استادیار گروه مدیریت دانشکدة ادبیات و علوم انسانی، دانشگاه گیلان، رشت، ایران

3 دانشجوی کارشناسی ارشد مدیریت صنعتی دانشکدة ادبیات و علوم انسانی، دانشگاه گیلان، رشت، ایران.

چکیده

 بحث مدیریت زنجیرة تأمین و ارزیابی عملکرد زنجیرة تأمین در شرکت‌های خدماتی در مقایسه با شرکت‌های تولیدی بسیار کم و محدود است؛ بنابراین ضرورت مطالعات بیشتر در این حوزه وجود دارد. از این‌رو، هدف از این مقاله شناسایی و اولویت‌بندی شاخص‌های ارزیابی عملکرد زنجیرة تأمین خدمات است؛ بنابراین در ابتدا با مرور ادبیات موضوع به تعریف فرایندهای زنجیرة تأمین پرداخته شد. سپس معیارهای اندازه‌گیری این فرایندها تشریح شد. بعد از استخراج معیارهای ارزیابی عملکرد، این معیارها با شاخص‌های مدل اسکور و سروکوال دسته‌بندی شدند و درخت تصمیم‌گیری طراحی شد. در ادامه، پرسشنامه تهیه و در بین مدیران هتل‌های پنج ستارة شهر تهران، به‌عنوان خبرگان صنعت خدمات، توزیع شد. بعد از جمع‌آوری پرسشنامه از روش AHP فازی برای اولویت‌بندی معیارها استفاده شد. درنهایت، تحلیل‌ها انجام گرفت و معیارها دسته‌بندی شد. نتایج نشان می‌دهد شاخص قابلیت اطمینان دارای بالاترین اولویت و شاخص ملموس‌بودن دارای کمترین اهمیت در زنجیرة تأمین خدمات است.

کلیدواژه‌ها


عنوان مقاله [English]

Identifying and prioritizing measures for evaluating the performance of services supply chain

نویسندگان [English]

  • Mahmoodreza Mostaghimi 1
  • Mohammadrahim Ramezanian 2
  • Mohammad Esmailzadeh 3
1 Assistant Prof., Faculty of Literature and Human Sciences, University of Gilan, Rasht, Iran
2 Assistant Prof., Faculty of Literature and Human Sciences, University of Gilan, Rasht, Iran
3 MSc. Student in Industrial Management, Faculty of Literature and Human Sciences, University of Gilan, Rasht, Iran
چکیده [English]

 Compared to industrial companies, we have neither enough related literature nor available researches concerning the issue of evaluating the supply chain management as well as supply chain performance. Therefore, the current article aims to identify and prioritize measures of evaluating the performance of services supply chain. Thus, we first review the related text and define the processes of supply chain. Also, we explain the measures of evaluating the mentioned processes; finally, we sort the measures in accordance with Score and Seroquel models and we design the  respected decision tree. The prepared questionnaires were distributed among the managers who are considered as the experts in service industries. Then, after gathering the completed questioners, we used fuzzy AHP for prioritizing and sorting the measures. The results show that the reliability indicator has the highest importance while intangibility has the least importance in supply chain services.



 

کلیدواژه‌ها [English]

  • evaluating the performance of services supply chain
  • Seroquel model
  • service supply chain
  • score modelb
Baltacioglu, T., et al. (2007). A New Framework for Service Supply Chains. The Service Industries,27(2): 105-124.
 
Boon-itt, S. & Pongpanarat, C. (2011). Measuring Service Supply Chain Management Processes: The Application of the Q-Sort Technique. International Journal of Innovation, Management and Technology, 2(3):
217-223.
 
Bosworth, B. P. & Triplett, J. E. (2004). Productivity in the US Services Sector: New Sources of Economic Growth, Brookings Institution Press. Washington, DC.
 
Can Kutlu,  A. & Ekmekçioglu, M. (2012). Fuzzy failure modes and effects analysis by using fuzzy TOPSIS-based fuzzy AHP. Expert Systems with Applications,39: 61–6.
 
Chen, C. T., Lin, C. T. & Huang, S. F. (2006). A fuzzy approach for suppler evaluation and selection in supply chain management. International Journal of Production Economics, 102: 289–301.
 
Cho, D. W., Lee, Y. H., Ahn, S. H. & Hwang, M. K. (2012). A framework for measuring the performance of service supply chain management. Computers & Industrial Engineering,62: 801–818.
 
Chopra, S. & Meindl, P. (2004). supply chain management: Strategy, planning, and operation,3rd  edition, Upper Saddle River, Pearson-Prentice Hall. New Jersey.
 
Dickson, G. W. (1966). An analysis of supplier selection system and decision. Journal of Purchasing, 2(1): 5–17.
 
Ellram, L., Tate, W. & Billington, C. (2004). Understanding and managing the services supply chain. Journal of Supply Chain Management, 40(4): 17–32.
 
Fathi Haftshnjani, F. & Karbasian, M. (1389). Study of Effects of Quality Management Key Success Factors on Quality and Business Performance of a Supply Chain: an Empirical Analysis of the Iranian Firms. journal of industrial management, 5(2): 103-124. (In Persian)
 
Feng, B., Fan, Z. P. & Li, Y. (2011). A decisionmethod for supplier selection in multi-service outsourcing. International Journal of Production Economics, 132 (2): 240–250.
 
Fitzgerald, L., et al. (1991). Performance measurement in service businesses.CIMA. London.
 
Giannakis, M. (2011). Manage ment of service supply chains with a service -orient ed reference model: the case of manag ement consulting. Supply Chain Management: An International Journal of emerald, 16(5): 346– 361.
 
Gronroos, C. (1978). a service oriented approach to marketing of services. European Journal of marketing,46: 101-110.
 
Gules, H. K., Burgess, T. F., & Lynch, J. E. (1997). The evolution of buyer-supplier relationships in the automotive industries of emerging European economies: the case of Turkey. European Journal of Purchasing & Supply Managemen, 3: 209-219.
 
Gunasekaran, A., Patel, C., & McGaughey, R. E. (2004). A framework for supply chain performance measurement. International  Journal of Production Economics, 87(3): 333–347.
 
Gunasekaran, A., Patel, C. & Tirtiroglu, E. (2001). Performance measures and metrics in a supply chain environment. International Journal of Operations & Production Management, 21(1–2): 71–87.
 
Haas, D. H. & Hansen, A. P. (2010). Proceedings of the 22nd Annual NOFOMA Conference, June 10-11, Department of Entrepreneurship and Relationship Management, University of Southern Denmark. Kolding.
 
 Kilincci, O. & Aslı Onal, S. (2011(. Fuzzy AHP approach for supplier selection in a washing machine company. Expert Systems with Applications, 38(8):
9656–9664.
 
Johnston, R. & Glark, G. (2008). Service operations and management, 3rd edition. Prentice Hall. Harlow.
 
Lambert, D. M., Stock, J. R. & Ellram, L. M. (1998). Fundamentals of Logistics Management. Irwin-McGraw Hill. Burr Ridge, IL.
 
Lin, H. T. & Chang, W. L. (2008). Order selection and pricing methods using flexible quantity and fuzzy approach for buyer evaluation. European Journal of operational Research, 187(2): 415–428.
 
Lovelock, C. H. & Wirtz, J. (2004). Services Marketing, 5th  edition. Prentice-Hall. Upper Saddle River, NJ.
 
Miller, G., Ganga, D. Cesar, L. & Carpinetti, R. (2011). A fuzzy logic approach to supply chain performance management. International Journal of Production Economics, 134(1): 177–187.
 
Parvatiyar, A. & Sheth, J. N. (2001). Customer Relationship Management: Emerging Practice, Process and Discipline. Journal of Economic and Social Research, 3(2): 1-34.
 
Patnayakuni, R., Rai, A. & Seth, N. (2006). Relational antecedents of information flow integration for supply chain coordination. Journal of Management Information Systems, 23(1): 13–49.
 
Sampson, S. E. & Froehle, C. M. (2006). Foundations and implications of a proposed unified services theory. Production and Operations Management, 15(2): 329-343.
 
Scott, M. (2002). Quantifying certainty in design decisions: examining AHP. in Proceedings of  DETC. 2002.
 
Shaw, K., Shankar, R., Surendra, Yadav., S. S. & Lakshman, S. T. (2012). Supplier selection using fuzzy AHP and fuzzy multi-objective linear programming for developing low carbon supply chain. Expert Systems with Applications,39: 8182–8192.
 
Silvestro, R. & Cross, S. (2000). Applying the service profit chain in a retail environment: Challenging the satisfaction mirror. International Journal of Service Industry Management,11(3): 244–268.
 
Tam, M. C. Y. & Tummala, V. M. R. (2001). An application of the AHP in vendor selection of a telecommunications system. Omega, 29:171–182.
 
Thakkar, J., Kanda, A. & Deshmukh, S. G. (2007). Evaluation of buyer-supplier relationships using an integrated mathematical approach of interpretive structural modeling (ISM) and graph theoretic matrix: The case study of Indian automotive SMEs. Journal of Manufacturing Technology Management, 19(1): 92–124.
 
Thomas, D. J. & Griffin, P.M. (1996). Co-ordinated supply chain management. European Journal of Operational Research, 94: 1-15.
 
Toni, A. D., Nissimbeni, G. & Tonchia, S. (1994). New trends in supply environment. Logistics Information Management, 7(4): 41–50.
 
Van Ark, B., Mahony, M. & Timmer, M. P. (2008). The productivity gap between Europe and the United States: trends and causes. Journal of Economic Perspectives, 22(1): 25-44.
 
ZeithamI, V. A., Berry, L. L. & Parasuraman, A. (1988). Communication and Control Processes in the Delivery of Service Quality. Journal of Marketing, 52: 35-48.
 
ZEKI, A. (2005). A fuzzy AHP-based simulation approach to concept evaluation in a NPD environment. IIE Transactions,37: 827–842.
 
Wei, Y., Hu, Q. & Xu, C. (2013). Ordering, pricing and allocation in a service supply chain. Int. J. Production Economics, 144: 590– 598.