Performance analysis model for service supply chains : case of the retirement supply chain

Abstract

A service supply chain (SSC) is a supply network that transfers resources into services with or without physical products, to satisfy cus-tomer needs. So it’s evident that without offering the right service at the right time to the right person, the service is incomplete, inconsistent and ineffective. In the same context, the retirement field faces the challenge of offering the correct pension to the right pensioner the first month of his retirement. This paper approaches this challenge from a SSC perspective as a case study for dealing with continuity in service supply chain. It uses a methodology that combine Analysis-Specification-Design-Implementation (ASDI), Office Support Systems Analy-sis and Design (OSSAD), Business Process Management (BPM), and Supply Chain Operations Reference (SCOR). It analyzes and mod-els the Moroccan retirement SSC, simulates the behavior of "the management of civil pension rights" process, and proposes a set of Key Performance Indicators (KPI) to evaluate the continuity in the service supply chain. Hence, this work provides guidance on the performance analysis of a SSC.

Identification and Evaluation of Factors Influencing the Quality of Elderly Services Supply Chain Based on DEMATEL-ISM-TOPSIS Method

“…For example, the SCOR model was introduced to evaluate the reverse logistics of household goods (Putthinoi et al, 2015), and the channel coordination problem of the two-level elderly care service supply chain composed of an elderly service integrator and a service provider (Zhao, 2021). There are also researches on the resource coordination mechanism of the cluster community elderly care service system (Gao & Zhou, 2020), and the performance indicators of the sustainability of the retirement service supply chain (Mezouar & Afia, 2018). Kazemi and Elfstrand Corlin (2021) proposed a service profit chain to analyze nursing services.…”

Key Drivers of the Emergency Capabilities of Integrated Elderly Services Supply Chains

“…The elderly care services supply chain is a multi-level network composed of an elderly care SI and an elderly care SP (Zhao, 2020). The sustainability of the elderly care services supply chain can be achieved through flexible contracts (Zhao, 2021), and a set of key performance indicators are needed to evaluate them (Mezouar & Afia, 2018). Third-party agencies can integrate resources for elderly care services to achieve resource complementarity and improve service satisfaction (Gao & Zhou, 2020).…”

Proposal for an approach to evaluate continuity in service supply chains: Case of the Moroccan electricity supply chain

“…Actualy, in a supply chain, there is a product created by the points of origin and delivered at the points of consumption. When the product is not a physical product, we talk about a SSC [1,2]. Despite this difference of product nature, in the manufactoring supply chain as in SSC, the objective of achieving efficiency and responsiveness is equally important and relevant.…”