Using DEMATEL approach to develop relationships of performance indicators on sustainable service only supply chain performance measurement

International Conference on Industrial and Systems Engineering 2017

Leksono, E.B.^1,2 ; Suparno^2 ; Vanany, I.^2

Department of Industrial Engineering, Universitas Muhammadiyah Gresik, Gresik

61121, Indonesia^1

Department of Industrial Engineering, Institut Teknologi Sepuluh Nopember, Kampus ITS, Sukolilo-Surabaya

60111, Indonesia^2

关键词: Balanced scorecards;    Customer perspectives;    Performance indicators;    Performance measurements;    Service supply chains;    Stakeholder pressures;    Supply chain performance measurements;    Sustainable services;   

Others  :  https://iopscience.iop.org/article/10.1088/1757-899X/337/1/012023/pdf
DOI  :  10.1088/1757-899X/337/1/012023

来源: IOP

【 摘 要 】

Service only supply chain (SOSC) concept is service supply chain (SSC) implementation on pure services. The globalization and stakeholder pressure makes operation of SSC should give the attention to the environment effect, community, economic and intangibility assets. SOSC performance measurement (SOSCPM) may be developed for measuring of performance for sustainability aspects and intangibility assets to meet customer satisfaction. This article discusses sustainable SOSCPM based on balanced scorecard (BSC), include sustainability aspects, intangibility and relations between perspectives and indicators. From literature review, it is found 34 performance indicators that must be confirm to expert and SC actors by survey. From survey validation using weighted average and level of consensus, it is found 29 valid indicators for processed by DEMATEL. From DEMATEL, it is found 26 indicators can be used on sustainable SOSCPM. Furthermore, innovation and growth perspective most influence to other, and customer perspective most important. Intangibility indicators incorporated on innovation and growth perspective very related with human resources. Finally, relations between perspectives and indicator used to design of BSC strategy maps.