Performance measurement system in supply chain management: application in the service sector

Tálita Floriano Dos Santos and Maria Silene Alexandre Leite

International Journal of Services and Operations Management, 2016, vol. 23, issue 3, 298-315

Abstract: This study aims at proposing a performance measurement system (PMS) to assist in the supply chain management. This paper followed these steps: 1) conceptual theoretical structure's definition; 2) focal company choice; 3) mapping of current and beneath supply chains; 4) performance indicators' definition; 5) performance metric's definition; 6) checking for the significance of processes and metrics with AHP. The study proposes a PMS based on the SCOR model and it was applied to a company in the service sector and a supplier. Starting from the conducted analysis it was found that the most important processes in decreasing order were: source, planning, delivering, making and returning. For metrics, the most important were: perfect order fulfillment, stock cost, average answer time to a service request, deliveries carried out without failures, and customer complaint. According to the results, it is possible to settle the most important metrics between focal company and supplier, expecting the relationship's performance to be improved.

Keywords: performance measurement systems; PMS; service sector; SCM; supply chain management; supply chain performance; analytical hierarchy process; AHP; SCOR; services. (search for similar items in EconPapers)
Date: 2016
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