Measuring the maturity of service supply chain process: a new framework

Abstract

PurposeThe aim of this study is to develop a framework for measuring of service supply chain (SSC) maturity process.Design/methodology/approachThe 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.FindingsThe 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 implicationsThrough 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/valueIn 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.

Assessing sustainable tourism development through service supply chain process maturity and service quality model

“…The proposed framework of this research is designed based on the concepts of the gap model (difference between perceptions and expectations) and tried to modify the attitudes of managers and various stakeholders in the tourism supply chain, to set realistic goals commensurate with the capabilities of different processes. From another perspective, this study tried to analyze the challenges of implementing the SSC process measurement framework Balouei Jamkhaneh and Safaei Ghadikolaei (2021) using the gap model. Differences in the views of the team of evaluators, managers and other stakeholders in measuring the performance of supply chain processes can have different root causes that the proposed research framework focuses on.…”

“…The supply chain maturity gap questionnaire is also provided in Appendix. Also, to better understand the measurement criteria, the maturity levels of each criterion, and a better understanding of how to fill the questionnaire, we refer you to the SSC process maturity assessment questionnaire (Balouei Jamkhaneh and Safaei Ghadikolaei, 2021). Before distributing the questionnaire and interviewing the hotel managers and staff, sufficient explanations were provided on how to fill the questionnaire.…”

“…According to the characteristics of higher maturity levels, the current state of the process and the extent of its gap from higher levels can be identified and measures can be taken to improve them (Reyes and Giachetti, 2010). Balouei Jamkhaneh and Safaei Ghadikolaei (2021) provided a new framework for measuring the maturity of SSC processes using the supply chain excellence criteria and the PDCA concept. It combines the concepts with the process survey tools’ (PSTs) maturity model.…”

“…The service quality gap model is one of the models that shows the important obstacles to achieving service quality satisfaction and can be used to design and measure differences between the “targeting” and “performance” of supply chain processes in service organizations. Although many studies have been conducted on the application of service quality gap model in performance improvement and excellence (Balouei Jamkhaneh and Safaei Ghadikolaei, 2021; Shahin et al , 2014), so far, to the best of our knowledge, no research has been done on sustainable tourism development commensurate with the capability and performance of supply chain processes. Therefore, the purpose of this study is to analyze the level of capability and abilities of organizations and their targeting; In this regard, the gap between the performance level and organizations goal setting is identified.…”

Smart Technologies for a Sustainable Service Supply Chain: A Prospective Perspective

“…The service sector is receiving considerable interest and growth whether in developing or emerging economies. This potential increase and future development prospects have fostered the emergence of a specialized field of study on services and the sustainability of service supply chains (Jamkhaneh and Ghadikolaei, 2020). However, as explained by Sengupta et al (2006), the sustainability of service supply chains has different characteristics than manufacturing supply chains.…”