طراحی مدل ارزیابی عملکرد زنجیره تأمین خدمات با استفاده از شبکه‌های عصبی – فازی در جهت افزایش کیفیت و بهره‌وری خدمت (مطالعه موردی: شرکت‌های صنایع لوازم خانگی در کشور ایران)

نوع مقاله : مقاله پژوهشی

نویسندگان

1 دانشجوی دکتری مدیریت صنعتی، گروه مدیریت صنعتی، واحد تهران جنوب، دانشگاه آزاد اسلامی، تهران، ایران

2 استاد دانشگاه تربیت مدرس، دانشکده مدیریت و اقتصاد، تهران، ایران

3 دانشیار گروه مدیریت فن آوری اطلاعات، دانشگاه آزاد اسلامی، واحد تهران جنوب ،تهران ، ایران

4 دانشیار گروه مدیریت صنعتی، دانشگاه آزاد اسلامی، واحد تهران جنوب ،تهران ، ایران

چکیده

با رشد روزافزون گرایش به خدمات در اقتصاد جهانی، خدمات، توجه زیادی را به خود جلب نموده است. به عنوان نمونه در بازارهای توسعه یافته مانند ایالات متحده، گزارش شده که بیش از 90 درصد تولید ناخالص ملی حاصل از صنعت خدمات است. پیش بینی های متعدد نشان می دهد که اقتصاد جهانی در نهایت تحت حاکمیت خدمات خواهد بود. خدمات، از لحاظ انتزاعی کردن و اندازه گیری کیفی و کمی، مشکل می باشند و تنوع بخش های خدماتی باعث پیچیده شدن توسعه یک چارچوب منحصر بفرد در زمینه خدمات می گردد. مدیریت زنجیره تامین خدمت، مدیریت اطلاعات، فرآیندها، عملکرد خدمت، پول و جریانرو به جلو و معکوس کالاهای محسوس از تامین کننده اولیه تا مشتری نهایی از جمله بازگشت هر کالاهای محسوس خریداری شده است. به منظور دستیابی به اهداف یا حصول اطمینان از بهبود مستمر کیفیت و بهره وری در یک زنجیره تامین از جمله زنجیره تامین خدمات، عملکرد فرآیندها باید اندازه گیری شود. بعلاوه فرآیند را نمی توان مدیریت نمود اگر عملکرد را نتوان اندازه گیری نمود. بنابراین، توسعه یک چارچوب در جهت افزایش کیفیت و بهره وری برای اندازه گیری عملکرد زنجیره تامین خدمات به منظور ارزیابی تغییرات و ارزیابی عملکرد زنجیره تامین خدمات دارای اهمیت می باشد. لذا در این پژوهش، مدلی نوآورانه جهت ارزیابی عملکرد زنجیره تامین خدمات پیشنهاد خواهد گردید تا با استفاده از آن بتوان عملکرد این زنجیره تامین را اندازه گیری نمود. در ابتدا پژوهش پس از مرور ادبیات و تحقیقات گذشته، یک مدل ارزیابی عملکرد زنجیره تامین خدمات از نوع خدمت – محصول توسعه داده شده است که از جمله نوآوری های پژوهش حاضر می باشد و با روش دلفی فازی توسط خبرگان صحت این مدل تایید شده است و پس از آن یک سیستم اندازه گیری عملکرد با استفاده از شبکه های عصبی– فازی برای این مدل، توسعه داده شده است و درنهایت جهت ارزیابی سازمان های تولیدی – خدماتی صنایع لوازم خانگی مطرح در ایران از جمله شرکت ال جی، سامسونگ، اسنوا و... این مدل بکاربرده شده است و عملکرد این سازمانها مورد بررسی قرارگرفته و تحقیقات و پیشنهادات آتی پژوهش آورده شده است.

کلیدواژه‌ها

عنوان مقاله [English]

Designing a Service Supply Chain Performance Evaluation Model Using Neural-Fuzzy Networks to Increase Service Quality and Productivity (Case Study: Home Appliance Companies in Iran)

نویسندگان [English]

  • Amir Sadeghi 1
  • Adel Azar 2
  • Changiz Valmohammadi 3
  • Aboutrab Alirezaei 4
1 Associate Professor, Department of Industrial Management, Islamic Azad University, South Tehran Branch, Tehran, Iran
2 Professor, Department of Industrial Management, Faculty of Management and Economics, Tarbiat Modares School, Tehran, Iran
3 Associate Professor, Information Technology Management Department, Islamic Azad University, South Tehran Branch, Tehran, Iran
4 PhD Student, Department of Industrial Management, Islamic Azad University, South Tehran Branch, Tehran, Iran,
چکیده [English]

Abstract: with the growing trend of services in the global economy, services have attracted a lot of attention. In developed markets such as the United States, for example, it is reported that more than 90% of GDP comes from the service industry. Numerous predictions indicate that the global economy will eventually be dominated by services. Services are difficult in terms of abstraction and qualitative and quantitative measurement, and the diversity of service sectors makes it difficult to develop a unique framework in the field of services. Service supply chain management, information management, processes, capacity, service performance, Money, and the forward and reverse flows of tangible goods from the primary supplier to the final customer, including the return of any tangible goods purchased. In order to achieve goals or ensure continuous improvement of quality and productivity in a supply chain including Service supply chain, process performance must be measured. In addition, the process cannot be managed if performance cannot be measured. Therefore, it is important to develop a framework to increase quality and productivity to measure service supply chain performance in order to assess changes and evaluate supply chain performance. Therefore, in this study, an innovative model to evaluate the performance of the service supply chain will be proposed to use it to measure the performance of the service supply chain. At the beginning of the research, after reviewing the literature and previous research, a service-performance evaluation model of serviceproduct type has been developed, which is one of the innovations of the present study and has been confirmed by fuzzy Delphi method by experts. After that, a performance measurement system using neural-fuzzy networks has been developed for this model, which is another innovation of the present study, and then to evaluate the production-service organizations of the home appliance industry in Iran, including the company. LG, Samsung, SNOWA, etc. This model has been used. Finally, the performance of these organizations is reviewed and future research and research suggestions are provided. 

کلیدواژه‌ها [English]

  • Service Supply Chain
  • Performance Evaluation
  • ANFIS
  • Home Appliance Industries
  • Service Quality and Productivity. 

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نشریه علمی پژوهشی مهندسی و مدیریت کیفیت
دوره 8، شماره 3
آذر 1397
صفحه 182-202

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