A SERVICE DESIGN FRAMEWORK: A MULTIPLE CASE STUDY FOR THE SUPPLY CHAINS OF GLOBAL PROFESSIONAL SERVICE FIRMS

Khawaja Ayaz Ahmad, Asher Ramish and Khaliq Ur Rehman
Additional contact information
Khawaja Ayaz Ahmad: Lahore Business School, University of Lahore, Pakistan
Asher Ramish: Hasan Murad School of Management, University of Management & Technology, Pakistan
Khaliq Ur Rehman: Corresponding Author: Office of Research Innovation and Commercialization, University of Management & Technology, Pakistan

Bulletin of Business and Economics (BBE), 2022, vol. 11, issue 1, 1-13

Abstract: The purpose of this study is to develop a framework for service design in the internal supply chains of global professional service firms. Multiple case studies (three) with qualitative approach, involving interviews, documentation, archival records and observation were used to develop a strategic level framework for service design in the supply chains of global professional service firms. There exist series of steps to design and deliver the service and they vary from service to service. Acceptance mechanism under the laws & regulations of regulatory bodies and sharing methodology with client before the start of the service are some of the distinguishing variables from the existing models. Our proposed framework is developed bridging the clients need and organizational practices while keeping in view the requirements from the regulatory bodies. The study provides a platform for new research to fill the gap of service design from supply chain perspective. Future studies can be conducted on other small firms working in the same segment or in other service industries like, financial institutions, law chambers, educational institutes and training firms. The framework is developed with the help of industry professionals through their semi-structured interviews, and can be used by practitioners and academia. This framework can be very helpful for all other 123 Quality Control Review (QCR) rated and 476 non QCR rated firms registered by Institute of Chartered Accountants of Pakistan (ICAP). This study will add value in literature as no generalized supply chain model of this industry can be found in literature.

Keywords: Service Design; Service Supply Chain; Global Professional Service Firms(GPSFs) Accountancy Firms; Framework; Multiple Case Study and Supply Chain (search for similar items in EconPapers)
JEL-codes: D20 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://bbejournal.com/index.php/BBE/article/view/269/266 (application/pdf)
https://bbejournal.com/index.php/BBE/article/view/269 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:rfh:bbejor:v:11:y:2022:i:1:p:1-13

Access Statistics for this article

Bulletin of Business and Economics (BBE) is currently edited by Dr. Muhammad Irfan Chani

More articles in Bulletin of Business and Economics (BBE) from Research Foundation for Humanity (RFH) Contact information at EDIRC.
Bibliographic data for series maintained by Dr. Muhammad Irfan Chani ().