Prioritizing the economic indicators of SSC: an integrative QFD approach of performance prism and BSC

Goharshenasan, Ali; Aboumasoudi, Abbas Sheikh; Shahin, Arash; Ansari, Azarnoush

doi:10.1108/bij-11-2020-0582

Cited by 12 publications

(10 citation statements)

References 42 publications

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“…This measurement of Key Performance Indicators related to warehouse operational performance in the logistic industry also supports the results of some researches (Asih et al, 2020;Kucukaltan et al, 2016;Neri et al, 2021;Tokat et al, 2022). Whereas the use of measurement with the method of Performance Prism in some previous researches (Afifah et al, 2022;Goharshenasan et al, 2021;Nuryadin et al, 2019) is also in line with this research.…”

Section: Discussionsupporting

confidence: 89%

Performance Measurement Using Performance Prism Method: Empirical Evidence of a National Logistic Company in Indonesia

Yudhistira¹,

Ricardianto²,

Nofrisel³

et al. 2022

IJRCMS

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The aim of this descriptive explorative research was to identify the performance aspects namely satisfaction, participation, tricks, procedures and competence of each stakeholder of the national logistic company named Dinamika Muda Mandiri in Jakarta, Indonesia. Some problems related to logistic were the indication of bottleneck in the warehouse performance process which led to high lead time as well as the absence of warehouse performance evaluation. This research was analyzed using the method of Performance Prism with the supporting method of Analytical Hierarchy Process and with measurable factors such as satisfaction and contribution of stakeholder, strategy, process, and capability. The conclusion of this research with the aid of Analytical Hierarchy Process method was that in general the company warehouse of Dinamika Muda Mandiri could do the job well in accordance with the wish of stakeholders, like management and investors, but it needed to be improved in the customer side. Performance Measurement using the method of Performance Prism was expected to be periodically reviewed in order that the performance variables and Key Performance Indicators could be aligned with the recent condition progress.

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Section: Discussionsupporting

confidence: 89%

Performance Measurement Using Performance Prism Method: Empirical Evidence of a National Logistic Company in Indonesia

Yudhistira¹,

Ricardianto²,

Nofrisel³

et al. 2022

IJRCMS

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“…Several methodologies have been introduced to utilise the patients' perception of the service quality to upgrade the hospitals' performance (Camg€ oz-Akda g et al, 2013;Pekkaya et al, 2019). Meanwhile, the quality function deployment (QFD) technique is receiving increasing attention in academic research and management to translate customer requirements into technical characteristics (Alsaadi et al, 2018;Goharshenasan et al, 2022). This approach provides a robust framework to translate the customer expectations to the system specifications.…”

Section: Quality Function Deployment 1649mentioning

confidence: 99%

“…Meanwhile, the quality function deployment (QFD) technique is receiving increasing attention in academic research and management to translate customer requirements into technical characteristics (Alsaadi et al. , 2018; Goharshenasan et al. , 2022).…”

Section: Introductionmentioning

confidence: 99%

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

Gavahi

Hosseini²,

Moheimani³

2022

BIJ

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PurposeMeeting 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/approachA 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.FindingsBased 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/valueThis 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.

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“…Very recently, Goharshenasan et al (2021) has considered the similar perspectives of customers in measuring SC performance. The relationships between SC linkages and SC performance provided management insights into planning and executing SC strategies.…”

Section: Literature Reviewmentioning

confidence: 99%

“…(2007) studied the relationship between SC linkages involving customer and internal processes of the firm with performance. Very recently, Goharshenasan et al . (2021) has considered the similar perspectives of customers in measuring SC performance.…”

Section: Literature Reviewmentioning

confidence: 99%

Supply chain performance measurement through collaborative effectiveness: an Asia–Pacific perspective

Mahadevan

Elias

Samaranayake

2022

IJPPM

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PurposeThe main purpose of this research is to investigate the supply chain performance through collaborative effectiveness, from the organisations of Asia–Pacific region perspective, compared with that of global organisations based on collaborative supply chain practices.Design/methodology/approachThe survey research methodology was adopted, involving the collection of survey data from 223 participants across 10 different industries and 6 geographic regions. Data included 103 organisations in the Asia–Pacific region including Australia, India, China, Malaysia, Singapore, Indonesia and Thailand.FindingsFrom a collaborative effectiveness perspective, the supply chain performance of Asia–Pacific organisations is different when compared with that of global organisations. It was also found that global organisations are driven by sales performance, while Asia–Pacific organisations are focussing mainly on the cost in terms of the number of employees, and therefore productivity. The metal industry stands out to be the best performing industry from a collaborative effectiveness perspective in the Asia–Pacific region and globally.Practical implicationsThe research findings can be used as a guide by industry practitioners to develop benchmarks for collaborative supply chain practices by industry and region of operations. This research has been limited to a few industries such as manufacturing, logistics, service and retail industries.Originality/valueThis research generates new knowledge on the relationship between the collaborative effectiveness and supply chain performance, from the perspectives of both Asia–Pacific and global organisations, based on a collaborative effectiveness framework. The study proposes an innovative approach of assessing supply chain performance through collaborative effectiveness from the perspectives of geographical boundaries and industry types.

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Prioritizing the economic indicators of SSC: an integrative QFD approach of performance prism and BSC

Cited by 12 publications

References 42 publications

Performance Measurement Using Performance Prism Method: Empirical Evidence of a National Logistic Company in Indonesia

Performance Measurement Using Performance Prism Method: Empirical Evidence of a National Logistic Company in Indonesia

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

Supply chain performance measurement through collaborative effectiveness: an Asia–Pacific perspective

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