Measuring the maturity of service supply chain process: a new framework
International Journal of Productivity and Performance Management
ISSN: 1741-0401
Article publication date: 24 November 2020
Issue publication date: 3 January 2022
Abstract
Purpose
The aim of this study is to develop a framework for measuring of service supply chain (SSC) maturity process.
Design/methodology/approach
The main framework of the SSC maturity was developed by reviewing the concepts and models of SSC, business excellence, maturity and supply chain performance evaluation. Then, the maturity level of each excellence criterion was defined in the proposed model by using the excellence criteria for SSC and the concept of Plan, Do, Check and Act (PDCA) cycle in combination with the process survey tools maturity model. Based on the excellence criteria and their maturity levels, a questionnaire was designed to practically measure the proposed framework.
Findings
The concepts and features of maturity levels defined for each of the excellence criteria were used to implement and operationalize the proposed framework and evaluate the SSC processes.
Practical implications
Through the assessment of the existing status of SSC processes, the findings allow managers to reach a better understanding of the strengths and weaknesses of such processes. Then, some opportunities are provided for improving each excellence criterion to enhance the performance of each process.
Originality/value
In fact, this study provides guidelines for organizations to measure their progress and performance and improve their management systems. The main advantages of the proposed SSC measurement framework include self-assessment facilitation, calculation of criteria scores and development of uses. The proposed model, like quality and productivity awards, can pave the way for increased competitiveness of the service industry.
Keywords
Citation
Balouei Jamkhaneh, H. and Safaei Ghadikolaei, A.H. (2022), "Measuring the maturity of service supply chain process: a new framework", International Journal of Productivity and Performance Management, Vol. 71 No. 1, pp. 245-288. https://doi.org/10.1108/IJPPM-08-2019-0395
Publisher
:Emerald Publishing Limited
Copyright © 2020, Emerald Publishing Limited