الگوی هماهنگ‏سازی زنجیره تأمین خدمات

نوع مقاله : پژوهشی

نویسندگان

1 مدیریت صنعتی-گرایش تولید و عملیات- پردیس البرز دانشگاه تهران

2 دانشیار گروه مدیریت صنعتی دانشکده مدیریت دانشگاه تهران

چکیده

موضوع هماهنگی موضوع اساسی مدیریتی در زنجیره تامین شناسایی شده است. زنجیره تأمین خدمات با توجه به ویژگی‏‌های متفاوتی که دارد، و با توجه به این که محصولات در زنجیره‌های تأمین خدمات از جنس خدمت، پیچیده و بیشتر مبتنی بر اطلاعات هستند مدل‌‏های هماهنگی در آن کاملاً متفاوت با مدل‌‏های هماهنگی در زنجیره تأمین کالاهای فیزیکی می‌‏باشند. در این پژوهش هدف اصلی تحقیق تدوین الگوی هماهنگ‌‏سازی زنجیره تأمین خدمات است. روش پژوهش حاضر داده بنیاد است و جامعه آن اعضای هیئت علمی و مدیران ارشد صنایع هستند، که با استفاده از روش نمونه‌گیری هدفمند قضاوتی انتخاب شدند. اهداف پژوهش با بکارگیری ابزارهای پژوهش کیفی تعیین و تبیین شدند. همچنین، با استفاده از کدگذاری باز، محوری و انتخابی، مدل پارادایمی شکل گرفت که بر اساس آن ساختار مفهومی هماهنگ‌سازی زنجیره تامین خدمات طراحی و ارائه شد. اعتبارسنجی پژوهش بر مبنای روش‌شناسی داده بنیاد از معیارهای تطبیق، قابلیت فهم، قابلیت تعمیم و کنترل استفاده شده است. در نهایت عوامل زمینه‌‏ای هماهنگی به دو دسته زیرساخت‏‌ها و توانایی‏‌ها و قابلیت‌‏ها تقسیم شدند. شرایط مداخله‌‏گر دربرگیرنده عوامل رفتاری و ویژگی‏‌های همکاری می‏‌شود. مکانیزم‌های هماهنگی در قالب سه مشخصه‌ تسهیم، روابط پایدار و مکانیزم‌‏های فنی و تکنولوژیکی قابل بررسی است. علل هماهنگی در قالب چهار مشخصه‌ عدم اطمینان، نارضایتی مشتری، ریسک و سیستم غیریکپارچه مورد بررسی قرار می‌گیرند و هم‌‏افزایی، سودآوری پایدار و بهبود برند به عنوان پیامدهای هماهنگی شناسایی شد.

کلیدواژه‌ها

موضوعات


عنوان مقاله [English]

A Service Supply Chain Synchronization Model

نویسندگان [English]

  • Reza Jalil 1
  • Ezatolah Asgharizadeh 2
  • Aliyeh Kazemi 2
1 Tehran university
2 Industrial Management, Associate Professor, University of Tehran
چکیده [English]

Aim and Introduction. The issue of coordination identified as a key management issue in the supply chain. Service supply chain due to its different characteristics, and the products in the service supply chain are service-oriented, complex and more information-based, the coordination models in it are completely different from the coordination models in the supply chain of physical goods. In this research, the main aim of the research is to develop a model for coordination based service supply chain. Despite the well-known barriers to modeling for service business supply chains, there is process coordination as an existing and emerging component that motivates the development of service supply chain models. A large number of stakeholders may be involved in designing and delivering services, and their processes should be coordinated. Many service businesses have to serve a large number of different customers or users within the organization. This complicates the delivery of services rather than the delivery of industrial goods. In the service sector, since a large number of human resources are affected, but the participation of the end user is a necessity in the process of providing services.
Methodology. The main research question is what is the appropriate model for coordination based on service supply chain? In this research, to identify the concepts of coordination in the service supply chain, in the framework of the supply chain coordination, which examines and analyzes the dimensions of this phenomenon at this level. In this research, the qualitative method of grounded theory and Strauss and Corbin model used to design the model [16]. Applying the research strategy based on the paradigm chosen by the researcher. The research method is the theory-based method of data. The development of a theoretical structure for service supply chain is the adoption of an integrated approach based on inductive techniques. In the meantime, data-driven theory offers an inductive method for creating integrated theories by in-depth study of internal and external. In addition, its community are faculty members and senior industry executives, who selected using purposive judgmental sampling. The objectives of the research were determined and explained using qualitative research tools. In addition, using open, axial and selective coding, a paradigm model formed based, on which the conceptual structure of service supply chain synchronization designed and presented. Validation of the research based on the data methodology of the foundation, the criteria of adaptability, comprehensibility, generalizability and control used.
Findings. Finally, the underlying factors of coordination divided into two categories: infrastructure and capabilities. Interfering conditions include behavioral factors and characteristics of cooperation. Coordination mechanisms studied in the form of three characteristics of sharing, stable relationships and technical and technological mechanisms. The reasons for coordination examined in the form of four characteristics of uncertainty, customer dissatisfaction, risk and non-integrated system, and synergy, sustainable profitability and brand improvement identified as the consequences of coordination. Findings. After identifying and assigning the code, the resulting codes analyzed related and a common meaning grouped and then described.
The relationship between the customer and the service provider did not analyzed in a vacuum. Rather, looked at in a broader context that includes a set of contextual elements. Based on the designed model, the underlying factors of coordination that, when coordinated by the supply chain company, influence the selection and formation of coordination mechanisms between themselves and other components of the chain, fall into two categories: infrastructure, capabilities and capabilities. Infrastructure factors include IT infrastructure, transportation, distribution center management, customer information access, and management dashboards. Based on the model, the interventionist conditions include behavioral factors and characteristics of cooperation. Behavioral factors include variables such as culture, trust, commitment, attitude, collective learning, collaborative work teams, adaptability, and openness and honesty. Coordination mechanisms considered as the focus of the focus company on the conditions and events that occurred during the coordination.
Discussion and conclusion. In today's world where competition is rapidly intensifying, providing services at the right time and place with the right quality can lead to customer satisfaction, otherwise companies will inevitably fail. One of the main reasons for service failure is inconsistencies between components. Achieving coordination requires basic actions that must be well identified and implemented. Service chains are inherently two-way, so coordination and integration among the various players involved in the network is crucial. This research conducted in order to identify the necessary factors in achieving coordination in the service supply chain. To achieve the objectives of this research, the data theory approach of the foundation used, which ultimately led to the design of a paradigm coordination model of service supply chain.
In this study, the main and sub-categories of the model in terms of coordination mechanisms, contextual conditions, causal conditions and coordination consequences of the service supply chain identified and suggestions made for relevant experts in each department. The main categories in this research as follow: infrastructure, capabilities and capabilities, behavioral factors, coordination characteristics, sharing, sustainable relationships, technical and technological, uncertainty, risk, non-integrated systems, customer relationship management, Synergy, credibility and profitability are stable. Identifying these key categories in the model because it considers all the criteria together can increase the awareness and understanding of researchers and managers about the implementation of supply chain coordination.
 

کلیدواژه‌ها [English]

  • sharing
  • sustainable relationships
  • Technical and technological mechanisms
  • Service industries
  • Customer dissatisfaction
  • Risk and non-integrated systems
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