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Abstract
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Purpose - The aim of this study is to develop a framework for measuring of Service supply chain maturity.
Design/methodology/approach - the main framework of the service supply chain maturity was developed by reviewing the concepts and models of service supply chain, 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 service supply chain and the concept of PDCA cycle in combination with the PST 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 service supply chain 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 provide 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.
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