An integrated ANP–QFD approach for prioritization of customer and design requirements for digitalization in an electronic supply chain

Efficiency of the use of information and communication technologies as a determinant of the digital business transformation process

Purpose

The purpose of this paper is an analysis of the process of digital transformation of enterprises, by measuring the efficiency of the use of information and communication technologies (ICTs) in business in 29 European countries in the period from 2012 to 2020.

Design/methodology/approach

A Charnes, Cooper and Rhodes data envelopment analysis (CCR DEA, 1978) window model has been developed to measure the ICT efficiency of European countries. Several indicators of the use of information and communication technologies in enterprises are selected as the variables of the proposed models, which are available as such in the Eurostat database for European countries. Due to the sensitivity of the results obtained by applying the DEA method to measurement errors and output values, the robustness analysis of the obtained values of average efficiency is also performed, using the bootstrap method.

Findings

The obtained results show that the highest average technical efficiency of the use of ICT in companies by windows, in the observed period, is recorded in Belgium, while Denmark is in the second place. Bulgaria, Romania, Greece and Latvia have the lowest average technical ICT efficiency per window. The analysis of the obtained results by years in the same period brings identical conclusions. Only Belgium has been ICT efficient many times. In general, for all observed countries, the movement of average ICT efficiency in the observed period shows a slightly growing trend, with the exception of a significantly decline in 2013. However, the fact is that the ICT efficiency of the observed countries in the past period is relatively low and for all countries it is 46.36%, with no country being 100% efficient and with eight countries whose average efficiency is below 50% of best practice.

Research limitations/implications

To measure and evaluate the efficiency of ICT use in enterprises, four variables for efficiency assessment are identified, given the fact that only these data are available continuously for the observed period from 2012 to 2020 in the Eurostat database.

Practical implications

Low efficiency of using digital potential in business of the observed countries indicates the need for better understanding of the nature and goals of the digital business transformation process by employees and management, to create conditions for effective implementation and optimization of business digitalization.

Originality/value

Measurement of digital transformation is the subject of a very small number of studies and research, which mainly focus on measuring and assessing the impact of digital transformation on individual countries and perform a comparative analysis of technological development in those countries. Also, analyses are mainly based on identifying similarities and differences between countries or ranking countries according to adopted evaluation criteria using different digitization indices. A step forward in this research is the application of the DEA window method for measuring the relative efficiency of the use of ICT in enterprises, and the development of a model that can be extended if necessary with indicators for which data are available.

An application of quality function deployment and SERVQUAL approaches to enhance the service quality in radiology centres

Purpose

Meeting the patients' requirements as customers of the health care sector is crucially important as a social responsibility. According to the resource constraints, only an efficient utilisation of health services can provide that purpose. This study aims to develop a quantitative assessment framework for radiology centres as a vital section in healthcare to translate the patients' requirements into service quality specifications. This would help to achieve quality improvement by emphasising the voice of customers.

Design/methodology/approach

A literature review is conducted to specify the service quality criteria and the patients' requirements related to healthcare and hospitals. Based on the experts' opinions, these criteria and requirements are later customised for the radiology centres. Moreover, the requirements are categorised into five dimensions of SERVQUAL. The interrelations between service elements are also determined through expert group consensus using Pearson correlation. Afterwards, by applying the QFD method, the relations between the requirements and criteria are explored. Additionally, a customer satisfaction survey is executed in Tehran public hospitals to prioritise these requirements and provide an importance-satisfaction analysis.

Findings

Based on the result of the case study, service elements are prioritised for improvement, and practical suggestions are provided using the Delphi technique for quality improvement. In addition, a cause-and-effect diagram is presented to highlight the improvement area and provide enhancement suggestions.

Originality/value

This study is the first empirical attempt to benefit from the VOC in evaluating and enhancing the quality of service delivered to radiology patients. In doing so, the study applies a hybrid approach of QFD and SERVQUAL as well as other tools to highlight the improvement area and provide enhancement suggestions. The findings can be readily used by the practitioners.

Supplier selection and evaluation in e-commerce enterprises: a data envelopment analysis approach

Purpose

E-commerce refers to the facilitation and delivery of goods and services to the customers employing an electronic arrangement. For an e-commerce firm, the customer service level provided by its suppliers can make or break the firm. The purpose of this research is to help e-commerce enterprises in addressing the vast challenge of complex supplier selection and evaluation process that must be performed vigilantly.

Design/methodology/approach

The present study utilizes a three-pronged approach that integrates supplier management practices with the operational business practices of an e-commerce enterprise. In the first step, key performance factors for e-commerce capable suppliers are identified through an expert opinion and existing supplier management literature. Further, Data Envelopment Analysis (DEA) is employed to obtain the efficiency score for each supplier that enables their ranking on various performance parameters. Lastly, the suppliers are classified into different categories based on their performance and efficiency.

Findings

Under the proposed classification scheme, top five suppliers, i.e. supplier 1, 7, 9, 11 and 17 are categorized as HE (High Performance and Efficient). It is suggested that e-commerce enterprises must build long-term relationship with the identified top performing suppliers. The study also provides real insights into supplier's performance on a number of objective criteria. Further, the present study enhances the overall performance and productivity of an e-commerce firm by achieving input cost minimization and output quality maximization, simultaneously.

Research limitations/implications

The results are valid for e-commerce enterprises in general. However, the present DEA model can be further evolved when applied in case of any particular e-commerce enterprise depending upon the internal capabilities of that firm. The nuances related to a firm's own supply capability development can be further explored by practitioners and researchers.

Practical implications

The proposed approach is expected to motivate decision-makers to consider using more sophisticated approached like DEA in supplier evaluation processes. Also, as a benchmarking technique, the proposed supplier classification approach is expected to be highly useful for practitioners in real-life settings.

Originality/value

The novel contribution of this study includes the supplier evaluation, ranking and classification for e-commerce enterprises based on the real-life data. The insights would help the practitioners to formulate novel strategies for appropriately investing in supplier relationships.