A New Framework for Service Supply Chains

Understanding public service supply chain management: a systematic literature review

The complexity of delivering public services under dynamically changing operating conditions causes uncertainty in those processes. Economic and social crises, pandemics, natural and technological threats and local armed conflicts add more layers of complexity and force governments to seek ways to ensure the continuous supply of these services. Therefore, researchers indicate that a supply chain management approach could increase the efficiency and quality of public service implementation processes. However, the scattered research that exists on this topic occurs in limited areas of public governance. Therefore, this paper aims to understand the importance of supply chain management in public service delivery processes, develop the public service supply chain model, analyse the evolution of the research and identify research streams in this exploratory area. A systematic literature review based on the PRISMA methodology serves to achieve this purpose. The paper defines public service supply chain management as a synchronised process of co-creating value in public networks with its basis in relationship management, in which each actor can be both a supplier and an end-user. This paper also presents a bibliographic visualisation of research issues in public service supply chain management (PSSCM) and identifies eight major research streams in this area.

Eye-SCOR: A Supply Chain Operations Reference-Based Framework for Smart Eye Status Monitoring Using System Dynamics Modeling

This work is a unique integration of three different areas, including smart eye status monitoring, supply chain operations reference (SCOR), and system dynamics, to explore the dynamics of the supply chain network of smart eye/vision monitoring systems. Chronic eye diseases such as glaucoma affect millions of individuals worldwide and, if left untreated, can lead to irreversible vision loss. Nearly half of the affected population is unaware of the condition and can be informed with frequent, accessible eye/vision tests. Tonometry is the conventional clinical method used in healthcare settings to determine the intraocular pressure (IOP) level for evaluating the risk of glaucoma. There are currently very few (under development) non-contact and non-invasive methods using smartphones to determine the risk of IOP and/or the existence of other eye-related diseases conveniently at home. With the overall goal of improving health, well-being, and sustainability, this paper proposes Eye-SCOR: a supply chain operations reference (SCOR)-based framework to evaluate the effectiveness of smartphone-based eye status monitoring apps. The proposed framework is designed using system dynamics modeling as a subset of a new causal model. The model includes interaction/activities between the main players and enablers in the supply chain network, namely suppliers/service providers, smartphone app/device factors, customers, and healthcare professionals, as well as cash and information flow. The model has been tested under various scenarios and settings. Simulation results reveal the dynamics of the model and show that improving the eye status monitoring device/app factors directly increases the efficiency/Eye-SCOR level. The proposed framework serves as an important step towards understanding and improving the overall performance of the supply chain network of smart eye/vision monitoring systems.

An Interval-Valued Intuitionistic Fuzzy Model Based on Extended VIKOR and MARCOS for Sustainable Supplier Selection in Organ Transplantation Networks for Healthcare Devices

The selection of proper healthcare device suppliers in sustainable organ transplantation networks has become an essential topic of increasing life expectancy. Assessment of sustainable healthcare device suppliers can be regarded as a complex multi-criteria decision-making (MCDM) problem that consists of multiple alternative solutions with sustainable criteria. For this reason, this paper proposes a new integrated MCDM model based on combining an extended vlsekriterijuska optimizacija i komoromisno resenje (E-VIKOR) and measurement alternatives and ranking according to the compromise solution (MARCOS) approaches under interval-valued intuitionistic fuzzy sets (IVIFSs). The aggregating technique of the E-VIKOR method is a strong point of this method compared to the original approach. The IVIFS is taken to cope with the uncertain situation of real-world applications. In this regard, an IVIF-similarity measure is introduced to compute weights of the decision-makers (DMs). The IVIF-Shannon entropy method is utilized to calculate the criteria weights, and a new hybrid proposed model is developed by presenting the IVIF-E-VIKOR method and IVIF-MARCOS, to calculate the ranking of sustainable supplier alternatives in organ transplantation networks to supply the surgery devices. Afterward, an illustrative example is introduced to evaluate the performance of the proposed model, and a comparative analysis is presented to confirm and validate the proposed approach. Moreover, sensitivity analysis for essential parameters of the proposed model is performed to assess their effects on outcomes.

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

This study investigated integrated elderly care services supply chains using a combination of Decision Making Trial and Evaluation Laboratory (DEMATEL), Interpretative Structural Modeling (ISM), and the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS), The research identifies the key factors related to the emergency response capabilities of elderly service supply chains and the most important ways to improve them. The integrated DEMATEL-ISM-TOPSIS method provides new theoretical support for the management of elderly care service supply chains.

Drivers of sustainable healthcare supply chain performance: multi-criteria decision-making approach under grey environment

Purpose

This paper aims to explore the drivers of sustainable healthcare supply chain (SHCSC) performance measurement through extensive literature review and experts' opinions. The drivers are then scrutinized and their priority vector is calculated to provide quality and cost-effective healthcare supply chain (HCSC) services.

Design/methodology/approach

The drivers of the SHCSC performance measurement are validated using the grey-Delphi technique. After validating the drivers, they are prioritized using the grey-analytic hierarchy process (G-AHP), a multi-criteria decision-making tool.

Findings

The findings of the study highlight the prioritized drivers based on the preferences given by the experts. The findings of the study highlight the most prioritized drivers of healthcare (HC) by-product management system, coordinating and facilitating green suppliers in the HCSC and green packaging of pharmaceutical as well as other essential items.

Practical implications

The HCSC managers should coordinate with all the stakeholders across the supply chain and involve them in the decision-making process to make products and services greener and become complicit in complying with the sustainable policy guidelines. The study highlights the strategic policy and managerial implications for implementing sustainability in the HCSC.

Originality/value

The validation and prioritization of the drivers of SHCSC in developing nations' contexts is the key contribution of the study. Grey-AHP enables a practical approach towards enhancing the sustainability of the HCSC and opening the doors for generalizing the study for future research works.

A model of service supply chain sustainability assessment using fuzzy methods and factor analysis in oil and gas industry

Purpose

The main objective of this study is to present a conceptual model of sustainable product service supply chain (SPSSC) performance assessment in the oil and gas industry.

Design/methodology/approach

Based on an in-depth study of the previous literature, the indicators related to PSSC performance assessment were determined. Then, exploratory factor analysis and confirmatory factor analysis were applied to identify and confirm the sub-criteria and criteria pertaining to the proposed model.

Findings

The obtained results identify ten criteria related to the proposed model as follows: “Environmental performance”, “Customer performance”, “financial performance”, “Information technology Performance”, “Social Performance”, “Risk performance”, “Logistics performance”, “Operational performance”, “Organizational performance” and “performance of innovation and growth”.

Research limitations/implications

As the present research was conducted in the Iranian context, caution should be taken regarding the generalizability of the obtained results.

Originality/value

Based on a set of the identified criteria, this study proposes a conceptual model of the PSSC performance assessment in the oil and gas industry which hopefully could be useful for other organizations in this industry and other organizations in other parts of the world.

Sustainable service supply chain management: from a systematic literature review to a conceptual framework for performance evaluation of service only supply chain

Purpose

Despite increasing attentions to sustainable service supply chain management (SSSCM), a framework for performance evaluation of sustainable service only supply chain management (SSOSCM) is still missing. This paper tries to fill this gap and provides a novel conceptual framework.

Design/methodology/approach

The articles related to SSSCM are fetched from the databases of SCOPUS and Web of Science. Analysis of 174 articles identified by the systematic literature review is further carried out.

Findings

This research identifies the sustainable practices for service only supply chain (SOSC) as environmental management, social management, economic management, customer management, health, safety and risk management, technical sustainability, institutional sustainability, information and technology management as well as two performance measurement criteria as operational performance and organizational performance. This paper provides a novel conceptual framework for the performance evaluation of SSOSCM. The results call for future exploration in the following three broad directions-(1) customer's perception, involvement and their behaviour towards sustainability in SOSC context; (2) trade-off, incentive mechanism and multilevel evaluation for achieving sustainability in SOSC and (3) sustainability in SOSC from various point of views.

Practical implications

The managers can use the framework to assess the performance of the organization while researchers can explore the discussed research gaps.

Originality/value

This is the first paper that provides a novel conceptual framework for the performance evaluation of SSOSCM as well as potential future research directions.

Understanding the link between IS capabilities and cost performance in services: the mediating role of supplier integration

Purpose

The purpose of this study is to explore the link between information systems (IS) capabilities, supplier integration and cost performance in the service context. Specifically, it empirically investigates how supplier integration meditates the relationship between three dimensions of IS capabilities and cost performance in service firms.

Design/methodology/approach

A survey of 156 UK service firms was conducted and the data analyzed to determine the role of supplier integration in mediating the effects of IS capabilities on firms' cost performance. The research model was tested using structural equation modeling (SEM), and the neural network model was used to rank the relative influence of significant predictors obtained from SEM.

Findings

The results confirmed that supplier integration fully mediates the effects of information technology (IT) for supply chain activities and flexible IT infrastructure on cost performance and partially mediates the effect of operations manager's IT knowledge on cost performance. The results showed that operations manager's IT knowledge is the strongest predictor of supplier integration.

Originality/value

This study takes a step toward quelling concerns about the business value of IS, contributing to the development and validation of the measurement of IS capabilities in the service operations context. Additionally, it adds to the emerging body of literature linking supplier integration to the operational performance of service firms.

Understanding the role of big data analytics for coordination of electronic retail service supply chain

Purpose

Based on the typical service supply chain (SSC) structure, the authors construct the model of e-tailing SSC to explore the coordination relationship in the supply chain, and big data analysis provides realistic possibilities for the creation of coordination mechanisms.

Design/methodology/approach

At the present stage, the e-commerce companies have not yet established a mature SSC system and have not achieved good synergy with other members of the supply chain, the shortage of goods and the greater pressure of express logistics companies coexist. In the case of uncertain online shopping market demand, the authors employ newsboy model, applied in the operations research, to analyze the synergistic mechanism of SSC model.

Findings

By analyzing the e-tailing SSC coordination mechanism and adjusting relevant parameters, the authors find that the synergy mechanism can be implemented and optimized. Through numerical example analysis, the authors confirmed the feasibility of the above analysis.

Originality/value

Big data analysis provides a kind of reality for the establishment of online SSC coordination mechanism. The establishment of an online supply chain coordination mechanism can effectively promote the efficient allocation of supplies and better meet consumers' needs.

Information technology management and service performance management capabilities: an empirical study of the service supply chain management process

Purpose

The dynamic capabilities view is invoked to hypothesize relationships among the service supply chain management (SSCM) process capabilities using the information technology management (ITM) process capability. This study argues that ITM will have an impact on the service performance management (SPM) process capability only when it works through mediators and demonstrates the impact by using the framework of SSCM process capabilities.

Design/methodology/approach

This study is based on a survey using quantitative data collection to empirically test the research framework. The proposed framework and hypotheses were tested using a mail-in survey of the service industry in Thailand. The statistical analysis of data acquired from the survey was performed using structural equation modeling.

Findings

The results support the existence of a mediating role for the ITM process affecting the SPM process. This study identifies the role of ITM and emphasizes the urgent need for firms to embed other mediating factors into their approaches to achieve SPM process goals in the service supply chain context.

Research limitations/implications

The study offers important implications to researchers as well as practitioners by highlighting the significance of mediating roles for ITM to achieve SPM process.

Originality/value

This research is among the initial attempts to argue the impact of ITM on SPM through mediators.

Assessing the future direction of sustainable development in public hospitals: Time-horizon, path and action

PURPOSE

To assess the future direction of sustainable development in public hospitals, focusing on their short- versus long-term time horizons, top-down versus bottom-up paths, and intra-organizational versus inter-organizational actions.

DESIGN/METHODOLOGY/APPROACH

The selection of significant health care organizations was based on judgmental sampling. This study applied an inductive approach. The interviewees were identified according to their knowledge of the future direction of their organizations' sustainable development.

FINDINGS

The sustainable development of the studied public hospitals is aimed at the synchronization of actions with other hospitals in the public healthcare system. The public hospitals studied differ in their interconnected elements of time (short- versus long-time horizons), paths (top-down versus bottom-up) and specific actions (intra-organizational versus inter-organizational). RESEARCH LIMITATIONS/: implications Offers insights into how to assess the direction of sustainable development in public hospitals. We stress the importance of time, path and action in conjunction. Furthermore, this study provides a three-dimensional framework to assess the future direction of sustainable development in organizations as well as in industries. Both the former and latter characteristics are shaped by the elements of time, path and action.

MANAGERIAL IMPLICATIONS

Provides a three-dimensional framework of criteria to assess the direction of sustainable development in organizations. The assessment criteria may be used by organizations to assess the direction of other organizations in their industry. Industry associations or authorities may look into the status and future direction of sustainable development in industries or sectors as a whole. The assessment criteria provide an opportunity and foundation to benchmark against others in the same industry and insights to face pandemic as Covid-19.

ORIGINALITY/VALUE

First study to consider a three-dimensional framework based on time, path and action to assess the future direction of sustainable development in an organization.

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

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.

Service supply chain: from bibliometric analysis to content analysis, current research trends and future research directions

Purpose

The purpose of this study is to carry out the systematic literature review, bibliometric analysis and content analysis of extant literature of service supply chain (SSC).

Design/methodology/approach

Systematic literature review (SLR) technique was used for identifying the research papers. In the first step after reading titles, abstracts and keywords and, full-length articles wherever required, papers not related to SSC were removed. In second steps papers were read more critically and papers not related to SSC were removed. Finally on 502 papers bibliometric and content analysis was further carried out. Content analysis was based on the clusters formed by bibliographic coupling. Further, content analysis of the recent articles revealed the current research trends and research gaps.

Findings

This paper identified the six existing research diversifications in SSC as (1) logistics SSC, (2) model, framework and conceptual papers, (3) third-party logistics service providers, (4) articles from various perspective, (5) measurement of quality and performance on services and (6) impact of adoption of technology, cooperation and branding on logistics service providers. Further, six future research directions are also provided.

Practical implications

This research provides a clear view of the progression of publication, research diversification, research themes of six identified clusters, sub-themes of clusters and content analysis of each cluster. Content analysis of recent articles reveals the current research trend and future research directions.

Originality/value

This is a first of its kind of study which presents the diversification of research areas within SSC, bibliometric analysis, content analysis and provides actionable future research direction.

Exploring integrated supply chain performance in healthcare: a service provider perspective

Purpose

The paper identifies the antecedents and consequences of integrated supply chain performance (ISCP) in healthcare systems.

Design/methodology/approach

Based on a review of the literature constructs of supply chain flexibility (SCF), employee relationships (ERs), organizational orientation (OO) and knowledge exchange (KE) were identified as antecedents of ISCP, and patient centricity (PC) emerged as its consequence. This structural relationship was tested using partial least square structural equation modeling (PLS-SEM).

Findings

ERs, SCF, OO and KE positively impacted the performance of an integrated healthcare supply chain. Furthermore, enhanced ISCP in operational processes of the hospital positively influenced patient centeredness and care quality.

Research limitations/implications

Paper contributes by identifying antecedents and consequences of ISCP. Future researchers may explore the inter-relationships among the antecedents of ISCP.

Practical implications

Insights from this study will help practitioners in enhancing hospital operations by integrating processes along the healthcare service supply chain and developing a patient-centric approach.

Social implications

This paper highlights how PC may be achieved by focusing on a facilitative internal environment. This understanding may help in designing processes that deliver health as a social good in an effective manner.

Originality/value

The empirical evidence from this study can help hospitals integrate their functions, thus, enabling them to deliver quality care.

Process-oriented improvement: a modern look at drawing the organizational progress roadmap

Purpose

In Iran, the Bank A is one of the largest and most effective banks of the banking network. The continued success of Bank A in improving the economic level of the country and satisfying the customers depends on recognizing all banking activities and processes in the form of supply chain and performing the necessary managerial acts in order to enhance the relevant processes. In this regard, the present study aimed to improve the most effective processes of banking services supply chain of Bank A in Iran.

Design/methodology/approach

The present study was applied and descriptive. Research population included the heads, deputies and active experts in Bank A, who were selected through judgmental and saturation sampling methods to complete the questionnaire and participate in interviews and conference sessions. Regarding to aim of study, the integrated approach of intuitionistic fuzzy based DEMATEL-ISM was used.

Findings

According to the results, the processes of product delivery, information technology management, public relations and advertising management, risk management, and marketing and sales management exerted the most impacts on other processes in the supply chain. Finally, after designing a process improvement path, solutions were presented to improve the most effective processes.

Originality/value

In this research, efforts were dedicated to the recognition of the major processes of the services supply chain of Bank A, designing the process framework of the bank and improving the prioritized processes by evaluating the causal relations that exist among the processes of the services supply chain.

Customer participation risk management: conceptual model and managerial assessment tool

Purpose

Customer participation (CP) has received considerable interest in the service literature as a way to improve the customer experience and reduce service providers' costs. While its benefits are not in question, there is a paucity of research on potential pitfalls. This paper provides a conceptual foundation to address this gap and develops a comprehensive model of the risks of customer participation in service delivery, integrating research from the marketing, operations and supply chain management, strategy, and information technology fields.

Design/methodology/approach

The model is derived deductively by integrating insights from research in marketing, operations and supply chain management, strategy, and information technology.

Findings

This paper identifies three categories of potential risks of CP (i.e. market, operational, and service network) and discusses ways that firms can mitigate these risks. Building on the model, it develops a CP risk assessment tool that managers can use when evaluating increases in CP.

Research limitations/implications

The conceptual model proposed in this paper can serve as a robust basis for future research in customer participation, particularly in such areas as sharing economy services, service delivery networks, and experiential services. The risk assessment tool offers clear guidelines for managers who are considering an increase in customer participation in their service.

Originality/value

This is the first attempt to conceptually define customer participation risk and develop a comprehensive model of its drivers and strategies to mitigate it. This paper develops a straightforward method for managers to evaluate CP risk.

Sustainable Supply Chain Management Practices and Sustainable Performance in Hospitals: A Systematic Review and Integrative Framework

Hospital supply chains are responsible for several economic inefficiencies, negative environmental impacts, and social concerns. However, a lack of research on sustainable supply chain management specific to this sector is identified. Existing studies do not analyze supply chain management practices in an integrated and detailed manner, and do not consider all sustainable performance dimensions. To address these gaps, this paper presents a systematic literature review and develops a framework for identifying the supply chain management practices that may contribute to sustainable performance in hospitals. The proposed framework is composed of 12 categories of management practices, which include strategic management and leadership, supplier management, purchasing, warehousing and inventory, transportation and distribution, information and technology, energy, water, food, hospital design, waste, and customer relationship management. On the other side, performance categories include economic, environmental, and social factors. Moreover, illustrative effects of practices on performance are discussed. The novelty of this document lies in its focus on hospital settings, as well as on its comprehensiveness regarding the operationalization of practices and performance dimensions. In addition, a future research agenda is provided, which emphasizes the need for improved research generalizability, empirical validation, integrative addressing, and deeper analysis of relationships between practices and performance.

Supply chain management and accessibility to point-of-care testing in resource-limited settings: a systematic scoping review

BACKGROUND

World Health Organization (WHO) has created an essential list of in-vitro diagnostics. Supply chain management (SCM) is said to be the vehicle that ensures that developed point-of-care (POC) tests reach their targeted settings for use. We therefore, mapped evidence on SCM of and accessibility to POC testing (availability and use of POC tests) in low- and middle-income countries (LMICs).

METHODS

We conducted a systematic scoping review using Arksey and O'Malley's framework as a guide. We searched PubMed; CINAHL; MEDLINE; WEB of Science; Science Direct; and Google Scholar databases for studies that focused on POC diagnostic tests and SCM. The review included studies that were undertaken in 140 countries defined by the World Bank as LMICs published up to August 2017. Two reviewers independently screened the abstracts and full articles against the eligibility criteria. The study used the mixed methods appraisal tool version 2011 to assess the risk of bias for the included studies. NVivo version 11 was employed to extract themes from all included studies and results presented using a narrative approach.

RESULTS

Of 292 studies identified in this review, only 15 published between 2009 and 2017 included evidence on POC diagnostics and SCM. Of the 15 studies, three were conducted in Zambia, one each in Mozambique, Uganda, Guatemala; South Africa, one in Burkina Faso, Zimbabwe, and one multi-country study (Tanzania, Uganda, China, Peru and Zambia and Brazil). Six studies were not country specific since they were not primary studies. Majority of the studies reported stock-outs of HIV, syphilis, and malaria POC tests. There was a moderate to substantial level of agreement between the reviewers' responses at full article screening stage (Kappa statistic = 0.80, p < 0.01). Nine studies underwent methodological quality appraisal and all, scored between 90 and 100%.

CONCLUSIONS

The results demonstrated limited published research on SCM of and accessibility to POC testing in LMICs. Further studies aimed at investigating SCM of POC tests in resource-limited settings to identify the barriers/challenges and provide a context-specific evidence-based solutions for policy/decision makers, implementers, and POC developers, funders, and development partners would be essential.

PROSPERO REGISTRATION NUMBER

CRD42016043711.

Sustainable service supply chain practices (SSSCPs): a framework development

Purpose

The purpose of this paper is to develop a framework of sustainable service supply chain management (SCM) processes and practices in the multi-dimensional construct. It tries to provide a template for those sustainability general key practices that can be scheduled and budgeted in different service sectors.

Design/methodology/approach

To provide an applicable framework, its adaptability to most service settings should be ensured. In this regard, at first, the related literature on service SCM processes and sustainability practices of SCM are reviewed. To modify and confirm the extracted list, it is distributed to experts. After summarizing experts’ opinions, an initial list of the sustainable service supply chain practices (SSSCPs) is provided. Finally, the Fuzzy Delphi Method is applied to construct the framework for hospital supply chain (SC).

Findings

It suggests that the SSSCPs can be constructed in terms of seven major processes: managing the sustainable supplier, sustainable employee, sustainable customer, sustainable service performance, sustainable service operations, sustainable external relations, and sustainable knowledge, information and technology.

Practical implications

The framework can be employed as a template of sustainability practices for individual member firms of service SCs to identify and implement the key practices toward sustainability.

Originality/value

Reviewing the literature indicates that determining what is unique about the sustainable SCM in the service sector is immature. The paper is a preliminary effort to identify the general sustainability practices, in incorporating all sustainability dimensions in service SC processes.

Integration of a Balanced Scorecard, DEMATEL, and ANP for Measuring the Performance of a Sustainable Healthcare Supply Chain

The main purpose of this study is to develop a sustainable healthcare supply chain performance measurement (SHSCPM) model, which simultaneously considers intangible characteristics and sustainability aspects to ensure customer and/or stakeholder satisfaction. This model combines a balanced scorecard (BSC) with a decision-making trial and evaluation laboratory (DEMATEL) and analytical network process (ANP). After the arrangement and classification of perspectives and indicators from a literature review, the strategy map of the BSC is designed with DEMATEL. Furthermore, this study used a survey with in-depth interviews of seven expert respondents to make a pair-wise comparison between perspectives and indicators in order to determine the weights of indicators, perspectives, and sustainability aspects on ANP. The study finds the following. First, the innovation and learning perspective that reflects intangible assets has the most influence on the others but is not important, while the customer perspective has the most importance for SHSC performance. Second, the economic aspect has the greatest weight, followed by social and environmental aspects. Finally, indicators of the financial and customer perspectives as drivers of SHSC performance consist of profit, quality of service, revenue, customer satisfaction, and stakeholder satisfaction. Further, indicators of the economic aspect of sustainability have the most effect on SHSC performance, followed by social and environmental aspects. Furthermore, human resources, as an intangible asset and key factor in social aspects, are main factor in improving SHSC performance.

Service supply chains for population health: Overcoming fragmentation of service delivery ecosystems

INTRODUCTION

Population health involves integration of health, education, and social services to keep a defined population healthy, to address health challenges holistically, and to assist with the realities of being mortal. The fragmentation of the US population health delivery system is addressed. The impacts of this fragmentation on the treatment of substance abuse in the United States are considered. Innovations needed to overcome this fragmentation are proposed.

APPROACH

Treatment capacity issues, including scheduling practices, are discussed. Costs of treatment and lack of treatment are considered. Models of integrated care delivery are reviewed. Potential innovations from systems science, behavioral economics, and social networks are considered. The implications of these innovations are discussed in terms of information technology (IT) systems and governance.

CONCLUSIONS

Enormous savings are possible with more integrated treatment. Based on a range of empirical findings, it is argued that investments of these resources in integrated delivery of care have the potential to dramatically improve health outcomes, thereby significantly reducing the costs of population health.

Service supply chain management: a behavioural operations perspective

Purpose

The purpose of this paper is to provide an overview of the evolution of service supply chain management from a behavioural operations perspective, pointing out future research directions for scholars.

Design/methodology/approach

This study searched five databases for relevant literature published between 2009 and 2018, selecting 64 papers for this review. The selected literature was categorised according to two dimensions: a service supply chain link perspective and a behavioural factor perspective. Comparative analysis was used to identify gaps in the literature, and five future research agendas were proposed.

Findings

In terms of the perspective of service supply chain link, extant literature primarily focuses on service supply and service co-ordination management, and less on service demand and integration management. In terms of the behavioural factor’s perspective, most focus on classic behaviour factors, with less attention paid to emerging behaviour factors. This paper thus proposes five research agendas: demand-oriented management and integrated supply chain-oriented behavioural research; broadening the understanding of the scope of behavioural operations; integrating the latest backgrounds and trends of service industry into the research; greater attention to behavioural operations in service sub-industries; and multimethod combination is encouraged to be used to dig into the interesting research problems.

Originality/value

This study constitutes the first systematic review of service supply chain research from a behavioural perspective. By categorising the literature into two dimensions, the state of existing research is evaluated with an eye towards future research avenues.

Developing the framework of sustainable service supply chain balanced scorecard (SSSC BSC)

Purpose

The purpose of this paper is to provide a framework to assess the sustainability of service supply chains (SC) based on the concept of the balanced scorecard and three dimensions of sustainability, namely economic, social, and environmental performance.

Design/methodology/approach

After reviewing the literature and interviewing the experts, the preliminary list of identified general criteria is categorized in the four perspectives. Then, to select the most important factors in hospital SC, 15 experts evaluated the identified criteria by questionnaires of Fuzzy Delphi Method. Then, interpretative structural modeling was applied to identify the interrelations between the perspectives and between the criteria.

Findings

The framework includes four perspectives, financial; service SC operations; stakeholders’ satisfaction in the direction of sustainability; and learning, growth, and innovation, to improve the SC for sustainability in the service industry. According to the results, the identified criteria are interrelated.

Practical implications

The paper provides an important reference to assess the sustainability of service SCs. It will be beneficial in strategic and operational decision-making in service industries.

Originality/value

Reviewing the literature shows that the concept of sustainability of service SCs is still immature. The paper is a preliminary effort to identify the general criteria of sustainability and their interrelations in the service sector. The presented general framework links the financial measures with the environmental and social measures. It helps to maintain the balance between the sustainability goals for the service SC managers. It can be modified and applied in different service sectors.

The impact of Big Data analytics and data security practices on service supply chain performance

Purpose

The purpose of this paper is to investigate the effects of Big Data analytics, data security and service supply chain innovation capabilities on services supply chain performance.

Design/methodology/approach

The paper draws on the relational view of resource-based theory to propose a theoretical model. The data were collected through survey of 145 service firms.

Findings

The results of this study found that the Big Data analytics has a positive and significant relationship with a firm’s ability to manage data security and a positive impact on service supply chain innovation capabilities and service supply chain performance. This study also found that most service firms participating in this study used Big Data analytics to execute existing algorithms faster with larger data sets.

Practical implications

A main recommendation of this study is that service firms empower a chief data officer to establish the data needed and design the governance of data in the company to eliminate any security issues. Data security was a concern if a firm did not have ample data governance and protection as the information was shared among members of service supply chain networks.

Originality/value

Big Data analytics are a useful technology tool to forecast market preference based on open source, structured and unstructured data.

Comparison of performance measurement in different purchasing and supply management practices

Purpose

The purpose of this paper is to compare the characteristics of performance measurement in cross-functional and supplier-oriented purchasing and supply management (PSM) practices. It clarifies the purposes and content of performance measurement in three PSM practices.

Design/methodology/approach

A multiple case study approach is utilized in this study. Each of the cases is related to a contemporary performance measurement development project during the period 2015–2016. Interviews are conducted to obtain a pre-understanding of the research questions at hand. The case studies continue as an action research including measurement development workshops.

Findings

Identification of causalities between measurement objects and the measurement value benefits are contemporary issues of performance measurement development in the PSM context. The findings indicate that the measurement of outputs and outcomes instead of inputs and measurement supporting supplier relationship management is increasingly important in the service context. Measurement purpose affects the characteristics of PSM performance measurement. This study identifies that more informal control and non-standard measures are needed in interactive PSM practices such as cross-functional integration.

Research limitations/implications

The study provides practical examples of performance measurement in service purchasing, classifies the characteristics of performance measurement and highlights the need to extend the scope of measurement in the PSM context. The findings of the case studies reported support practitioners in developing performance measurement that satisfies contemporary managerial needs.

Originality/value

Earlier studies are often not explicit with the purpose of performance measurement. This study contributes to the existing literature by linking performance measurement characteristics to the understanding of PSM practices and providing a wider overview of the varying characteristics of performance measurement supporting strategic purchasing of services.

Service capacity coordination in IT services supply chain

Purpose

The purpose of this paper is to investigate capacity coordination in services supply chain (SSC). It provides discussion and application of various contracts in a two-stage single period SSC.

Design/methodology/approach

This paper considers a two-stage serial supply chain with demand uncertainty and price insensitivity. A model is developed to represent a global IT SSC incorporating services specific factors like over-capacity cost and higher degree of substitution resulting in flexibility to meet unplanned demand. At first, centralized and competitive solutions of the model are studied. Then, the paper studies coordination in this supply chain using some of widely used contract templates.

Findings

This paper finds several key insights for the researchers and practitioners in this area around adverse impact of over-capacity cost on demand, positive effect of delivery team’s exposure to market on contracting terms and better understanding of efficient frontiers for selected contracting mechanism.

Research limitations/implications

This paper has limited its analysis to three key and most widely used contracts and made assumptions about risk-neutrality of the firms. Future research can study other contracting templates and/or relax for the model as laid out in this paper.

Practical implications

An automated software agent can be built leveraging the closed form equations developed here to help decide on optimal capacity investment and devise coordinating contracts.

Originality/value

This paper established that because of higher degree of substitution, perishability and non-trivial over-capacity cost, SSC behave bit differently than the physical goods supply chain and coordination of participating firms needs to be studied in a services specific context for improving system-wide performance.

Analysis of the Factors Affecting Sustainable Electronic Supply Chains in Healthcare Centers

To improve their long-term performance, organizations must maintain their business operations and practices over time. They can do so by engaging in sustainable practices aimed at meeting the interests of the enterprise, and of its suppliers, employees, and customers in the long run. Not surprisingly, the implementation of sustainability practices has expanded in the healthcare industry. Information technology (IT) is a way to promote quality, security, and efficiency in healthcare. IT brings vital information, and so important support to the care point for decision-making. It also allows the assessment of everyday quality turn into as a measured reality. In the present study, the factors affecting the sustainability of electronic supply chains in healthcare centers were identified using library methods and a keyword review of the literature. Then, the relationships between these factors were analyzed using an interpretive- structural modeling approach. The results reveal that infrastructure management and technology management should be considered the most important factors affecting the sustainability of electronic supply chains in healthcare centers.

An investigation of healthcare supply chain management and patient responsiveness

Purpose

This study aims to focus on the impact of supply chain (SC) integration, demand forecasting and supplier performance on patient responsiveness at public hospitals through the mediating role of SC flexibility.

Design/methodology/approach

To measure the above stated correlation, a Likert scale with five points and 23 items was used and structural equation modeling was applied. The scale was applied to public hospitals. Statistical software programs (SPSS 18 and LISREL 8.8) were used to analyze the data. The analysis of reported statistics is based on a sample of 129 logistics and SC specialists at public hospitals in the cities representing different regions of Turkey.

Findings

The research hypotheses are supported as a result of the analysis. The research reveals that SC flexibility has a mediation effect between SC integration, demand forecasting, supplier performance and patient responsiveness.

Practical implications

The increasing number of population, geopolitical position, migration waves, man-made and natural disasters lead Turkish health-care industry to have effective SC plans to satisfy the patients’ needs successfully and reduce the effects of these fatal events. In this sense, SC flexibility is an important factor for health-care industry in responding changing patient demands. At this juncture, the main point is to bring required resources together in the right place and at the right time. Otherwise, health-care institutions cannot serve the affected people because of the non-availability of supply. To achieve it, public health-care institutions should give more importance to the SC principles.

Originality/value

Success in SC flexibility in health care can directly affect patient welfare. Thus, focusing on the patient responsiveness is an important aim of the health-care industry. However, it was determined that less attention has been given to understanding patient satisfaction as a result of SC operations. The results indicate that patient responsiveness improvement should be included into strategic plans, and SC efforts should be used as a means of satisfying patient needs quickly. To the best of our knowledge, this is the first study investigating the mentioned relationships at public hospitals. Findings of this paper will have a significant contribution for researchers and health-care professionals in understanding the impact of SC to patient responsiveness.

Excellence criteria of services supply chain in management consulting institutes of Iran

Purpose

The purpose of this study was to identify the excellence criteria of services supply chain (SSC) in Iran and the relationship between them and the importance of each criterion.

Design/methodology/approach

In this paper, after reviewing the principles and evaluating models of SSCs, using the fuzzy Delphi method, the criteria for excellence in the supply chain processes were identified. Then, the relationships between these criteria and their significance were evaluated using decision-making trial and evaluation laboratory (DEMATEL) and DEMATEL-based analytic network process methods.

Findings

The results show that 19 evaluation criteria have been identified in Iran in accordance with the SSC process. These criteria were classified according to their nature and based on the Deming Excellence Model and ISO 9004 standards in four areas: Plan, Do, Check and Act. In addition, the Act dimension with the weight of 0.275 has the highest importance and the Plan dimension with the weight of 0.219 has the lowest importance.

Practical implications

This study attempted to identify appropriate criteria for SSC processes in management consulting firms by examining supply chain assessment models to provide the managers with the right understanding of this industry for performance assessment so that they have a better knowledge of supply chain processes.

Originality/value

The results will be useful for managers to understand the SSC and the ways of SSC excellence in a service organization. This research is a first step for evaluating SSC performance of management consultancy institutes. In fact, after the identification of SSC processes and evaluation criteria, designing a mechanism for the evaluation of the performance of SSCs can be a subject for future research.

Service productisation: systematising and defining an offering

Purpose

The previous literature has indicated that the productisation of services may play a role in service management, although a certain level of obscurity still surrounds the concept. Therefore, the purpose of this paper is to clarify the meaning of service productisation (SP) as well as to contribute to a greater understanding of the concept.

Design/methodology/approach

An inductive analysis was applied to 13 instances of activities related to the productisation of services, with secondary data being analysed to identify practices relevant to SP and to examine their significance. The analysis is guided by an extensive literature review.

Findings

SP has been found to play a role in systematising and tangibilising a service offering and its related processes as well as in formalising the processes and service offerings. The potential elements of SP have been identified and supporting evidence has been provided. The findings indicate that SP has a specific focus on the offering and its related processes, with the aim being to create a service product that can be sold, delivered and invoiced. SP may utilise various practices and techniques, and customer orientation also plays a significant role. A typology of SP has been created by reflecting on its commercial and technical aspects.

Practical implications

This study has important implications for the service industry as it provides a structure and key considerations for productising services.

Originality/value

This study is one of the first to seek evidence for the concept of SP from multiple instances of SP as well as an extensive literature base. The typology created provides a context for discussing SP as well as reflecting on its commercial and technical aspects.

The development of a service supply chain model for a manufacturing SME

Purpose

– Services are increasingly growing in importance in the global economy. However, in the context of manufacturing industry supply chains, services are still little discussed. Therefore, the purpose of this paper is to increase the understanding of service business development for manufacturing small- and medium-sized enterprises by further developing previous conceptual frameworks for service supply chain management, based on the current scientific literature and empirical cases.

Design/methodology/approach

– The study is based mainly on qualitative interviews and expert group sessions set up to analyze the acquired data and test the developed model. The developed model is based on a multidisciplinary literature review, to provide a holistic perspective on the affecting factors in new business development in the service supply chain context.

Findings

– The implications of the study are beneficial from both the scientific and practical perspectives, which help to understand better the process and related factors in multi-actor service business development. The study contributes to the current scientific discussion of new business development in the supply chain context, proposing a new scientific framework based on the previous literature. The practical findings of the study give insights from manufacturing firms’ new service developments, and from the roles and resources required in the process.

Originality/value

– The paper provides new knowledge with regard to new service business development in the supply chain context, by illustrating the most essential factors and the new process framework based on those. The presented framework gives a holistic picture of the process, but also enables better consideration of the most essential points by using a more precisely structured model.

Organizing complex engineering operations throughout the lifecycle

Purpose

– Strategic trends towards service operations have been widely reported in the recent literature, but organisational capabilities to support such service-centred strategies are less well understood. The purpose of this paper is to identify key organisational issues in managing complex engineering service operations throughout the lifecycle.

Design/methodology/approach

– Using instruments developed from the product lifecycle management technologies and the network configuration concept, key organisational issues for engineering service operations were identified through case studies focusing on complex engineering products and services systems across a variety of industrial sectors.

Findings

– The case studies demonstrated different organisational features and strategic priorities of engineering service operations along the whole lifecycle. A generic trend has been observed for engineering systems to move from being design, development and manufacturing focused to embracing support and end-of-life recycling matters.

Originality/value

– This paper provides an overall framework for integrating key organisational issues in engineering service operations. It contributes to the service literature by highlighting the need of developing appropriate organisational capabilities to support service-centred strategies with engineering cases. It also provides guidance for companies to manage their engineering network operations throughout the whole lifecycle of complex products and services systems.

Parton K, J. Matanda M. Relationships between quality of information sharing and supply chain food quality in the Australian beef processing industry

Purpose

– The purpose of this paper is to analyze supply chain practices, and supply chain food quality performance indicator in the Australian beef processing industry.

Design/methodology/approach

– A conceptual model was developed to test how supply chain practices: strategic alliance, customer focus, information sharing, information quality, Lean system and antecedent cooperative behavior: trust and commitment impact on food quality. A survey questionnaire to 600 Australian beef processors was conducted to collect the empirical data for testing of the formulated hypotheses. The stepwise multiple regression analysis was performed to test the hypothesized relationships.

Findings

– Strategic alliance, information quality and trust and commitment are significantly related to food quality. In particular, the standardized coefficient shows that information quality has a significant positive relationship with food quality.

Research limitations/implications

– As Lean principles have been widely adopted in the red meat industry, strategic alliance becomes even critical for maintaining cost and operation effectiveness in the beef supply chain. A various approaches in terms of innovative technologies can improve information quality and promote information sharing in the beef supply chain. To build trust and commitment among supply chain partners requires perception of mutual long-term goals.

Practical implications

– Australian Meat Manufacturers face greater regulatory challenges and restraints (product labeling, food safety and carbon tax) over the next five years. Therefore, to tackle the challenges, the findings of this research have significant practical implications.

Originality/value

– This study intends to fill the research gap and explore how advanced supply chain systems have a potential to provide contributions to Australian beef processing industry performance. Vertical integration between livestock producers, meat processors, wholesalers and retailers provides the opportunities for greater economies of scale in production and distribution.