Evaluating the key performance indicators for supply chain information system implementation using IPA model

Winning customers' hearts and minds using DFSS in the insurance industry

Purpose

This study aims to simultaneously examine customer complaints through the proposed novel Design for Six Sigma (DFSS) model which incorporates of creating the new insurance services to win customers' hearts and mind for the insurance industry.

Design/methodology/approach

A novel DFSS research methodology which includes the theory of inventive problem solving (TRIZ), Pugh concept selection, creative product analysis matrix and importance–satisfaction model (I–S Model) was proposed. In addition, a real insurance company case was studied to illustrate the effectiveness of the proposed DFSS model.

Findings

The results of a novel DFSS model not only can establish new services, but also can dramatically reduce the cost of resolving customer complaints.

Practical implications

The findings of this study are useful for insurance companies and other related service providers in devising tailored strategies to offer quality and suitable services to their customers.

Originality/value

This study addresses the paucity of research and marketing gaps through the proposed novel DFSS model for the first time in the insurance industry. These study findings would enable researchers and practitioners to formulate strategies for solving customer complaints effectively and develop new services from time to time.

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

Purpose

This study aims to propose a framework for identifying and measuring the gaps between evaluation and goal setting in service supply chain (SSC) processes towards planning and development of sustainable tourism aligned with the firm's real conditions and capabilities.

Design/methodology/approach

By the concept of the service quality gap model, the existing gaps between auditors' evaluation and the managers' goals in SSC processes maturity were examined. Then, each of the designed gaps was measured considering the goals addressed by managers’ and auditors' evaluation. Finally, the strategy and priority of sustainable tourism planning and development were determined based on importance–performance analysis (IPA).

Findings

The gaps caused by the expectations and perceptions of the firm about the dissatisfaction of managers regarding their addressed goals and the evaluation of auditors in the planning and development of sustainable tourism can be classified into three categories of goals gap, assessment gap and main gap. To improve the performance of the firm in each of the evaluation criteria under the results of IPA analysis, solutions were provided.

Practical implications

Realistic evaluation and recognition of the capabilities of the organization's processes through the proposed framework can be effective in goal setting and sustainable tourism development policies.

Originality/value

The framework proposed in this study can be a suitable approach for the balanced growth of all aspects of the firm in planning and developing sustainable tourism and helps firms in setting the right and logical goals.

An integrated framework for the assessment of inbound supply risk and prioritization of the risk drivers

Purpose

The purpose of this paper is to present a framework for identifying various inbound supply-risk factors and analyzing its indicators considering the contextual relationship between them. This study additionally proposes a framework for developing an overall inbound supply-risk score considering a real-life case of the electronics supply chain (ESC) in the Indian context.

Design/methodology/approach

In total, 32 risk indicators are identified by a systematic literature review approach and are validated by supply chain practitioners/experts and further categorized into six main risk factors. A hybrid multi-criteria decision-making-based DANP (DEMATEL and ANP) framework is employed to develop the overall inbound-supply-risk score (ISRS) and to prioritize the risk indicators. Indian ESC is chosen as a viable case study to demonstrate the effectiveness of the proposed framework.

Findings

The outcomes from the study reveal that the overall ISRS in the ESC is 36 percent and additionally forewarns critical inbound-supply-risk factors such as supplier performance, product, and buyer organization. Further, the study also identifies the most significant risk indicators such as price margin, investment, on-time delivery, order fulfillment and design changes for ESC.

Research limitations/implications

Supply chain practitioners can adopt this framework as a useful inbound supply-risk assessment tool. Moreover, the hybrid framework will address subjectivity and interrelations among various factors through experts’ judgments. The results will assist the managers to have better insights on the critical risk factors and their complicated interrelationships and further strategize action plans to nullify the impact of incoming risks. This study mainly focused on risk identification and assessment of electronics inbound-supply-risk indicators in the Indian context. The framework can be used for other manufacturing and service industries, albeit the results derived are in the context of a developing country.

Originality/value

This paper provides an effective risk assessment framework for the supply chain practitioners/managers to develop a decision-support system for inbound-supply-risk quantification and prioritization of risk factors in the context of the ESC.

Building supply chain risk resilience

Purpose

The purpose of this paper is to examine how firms can develop business risk resilience from supply chain disruption events, by developing big data analytics (BDA) capabilities within their organization. The authors test whether BDA mediates the impact of institutional response to supply chain disruption events, and information technology infrastructure capabilities (ITICs), on firm’s ability to develop risk resilience from supply chain disruption events.

Design/methodology/approach

The study is based on survey data collected from 225 firms, spread across several sectors in the USA and Europe. The respondents are primarily senior and middle management professionals who have experience within the information technology (IT) and supply chain domain. Validity and reliability analyses were performed using SPSS and AMOS; and covariance-based structural equation modeling was used to test the hypothesis.

Findings

The analysis reveals two significant findings. First, the authors observe that institutional experience with managing supply chain disruption events has a negative impact on firm’s ability to develop business risk resilience. However, if the organizations adopt BDA capabilities, it enables them to effectively utilize resident firm knowledge and develop supply chain risk resilience capacity. The results further suggest that BDA positively adds to an organization’s existing IT capabilities. The analysis shows that BDA mediates the impact of ITIC on the organization’s ability to develop risk resilience to supply chain disruption events.

Originality/value

This study is one of the few works that empirically validate the important role that BDA capabilities play in enabling firms develop business risk resilience from supply chain disruption events. The study further provides a counterpoint to the existing perspective within the supply chain risk management literature that institutional experience of managing past supply chain disruption events prepares the organization to deal with future disruption events. This paper adds to our understanding of how, by adopting BDA capabilities, firms can develop supply chain risk resilience from disruption events.

On the Environmental and Social Sustainability of Technological Innovations in Urban Bus Transport: The EU Case

Logistics in urban areas are currently suffering a radical transformation due to increasing population concentration and the massive use of cars as the preferred transport mode. These issues have resulted in higher pollution levels in urban environments and traffic congestion, impacting the world globally. Facilitating the use of sustainable transport modes is widely regarded as a necessity to cope with these adverse effects on citizens’ life quality. Hence, some regions, such as the European Union, are encouraging bus transport firms to make their business models more environmentally and socially sustainable. The aim of this research is thus to explore how technological innovations adopted by urban bus companies can improve cities’ sustainability. With this in mind, a combined Importance Performance Analysis (IPA)–Analytic Hierarchy Process (AHP) method was applied. In this way, their environmental and social sustainability effects were separately represented through hierarchical structures. Subsequently, the importance and performance ratings of technological innovations in each sustainability dimension were estimated, and thus two IPA grids were generated. These grids support managers in the establishment of more effective action plans to improve logistics sustainability in cities. The findings also provide guidance to governments on the technological innovations that should be promoted in future urban mobility plans.