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EVALUATION OF SERVICE SUPPLY CHAIN PERFORMANCE CRITERIA WITH DANP METHOD

Yıl 2015, Cilt 2, Sayı 4, 104 - 119, 17.12.2015

Öz

Despite the service industry composes large part of the world economy, the academic studies and applications on supply chain are mainly about production industry. Because of the different structure of services, the service supply chain and also performance criteria-metrics differ from the product supply chain. The aim of this paper is to evaluate the supply chain performance metrics for restaurant sector. For this purpose in the first and second part of the paper the service supply chain concept and service performance metrics that has been widely accepted in the literature are explained. Due to the non-hierarchical structure of performance criteria and metrics, the hybrid multi criteria decision making method DANP (DEMATEL Based Analytic Network Process) is used to weight the criteria and the information about the method is given in the third part. In the application part, with the data received from the expert group about a restaurant supply chain, firstly the direct relaxation matrix has been generated and relations between main performance criteria are determined with DEMATEL (Decision Making Trial and Evaluation Laboratory) method. Then the weights of per performance metric and criterion were computed with DANP. Analysis results have demonstrated that the “customer satisfaction, flexibility and customer query time” are the most important metrics impacting the restaurant supply chain performance.  

Kaynakça

  • Baltacioglu, T., Ada, E., Kaplan, M. D., Yurt, O., and Kaplan, Y. C. (2007). “A New Framework for Service Supply Chains.” The Service Industries Journal, 27(2): 105–124. Bhagwat, R. and Sharma, M.K., (2007). “Performance Measurement of Supply Chain Management: A Balanced Scorecard Approach.” Computers and Industrial Engineering, 53: 43- 62. Chan, F.T.S., (2003). “Performance Measurement in a Supply Chain.” International Journal of Advanced Manufacturing Technologies, 21: 534-548. Chang, B., Chang, C.-W. and Wu, C.-H., (2011). “Fuzzy DEMATEL Method for Developing Supplier Selection Criteria.” Expert Systems with Applications, 38: 1850–1858. Chen, C.-H. and Tzeng, G.-H., (2011). “Assessment Model for Improving Educational Curriculum Materials Based on the DANP Technique with Grey Relational Analysis.” International Journal of Information Systems for Logistics and Management, 6(2): 23-36. Chen, F.-H., Hsu, T.-S. and Tzeng, G.-H., (2011). “A Balanced Scorecard Approach to Establish a Performance Evaluation and Relationship Model for Spring Hotels Based on a Hybrid MCDM Model Combining DEMATEL and ANP.” International Journal of Hospitality Management, 30: 908-932. Cheng, C.-C., Chen, C.-T., Hsu, F.-S. and Hu, H.-Y., (2012). “Enhancing Service Quality Improvement Strategies of Fine-Dining Restaurants: New Insights from Integrating A Two-Phase Decision-Making Model of IPGA and DEMATEL Analysis.” International Journal of Hospitality Management, 31: 1155– 1166. Cho, D.W., Lee, Y.H., Ahn, S.H. and Hwang, M.K., (2012). “A Framework for Measuring the Performance of Service Supply Chain Management.” Computers & Industrial Engineering, 62: 801-818. Çınar, Y., (2013). “Kariyer Tercih Probleminin Yapısal bir Modeli ve Riske Karşı Tutumlar: Olasılıklı DEMATEL Yöntemi Temelli Bütünleşik Bir Yaklaşım.” Sosyoekonomi, 2013-I: 158- 185. Ellram, L., Tate, W., and Billington, C. (2004). “Understanding and Managing the Services Supply Chain.” Journal of Supply Chain Management, 40(4): 17–32. Fitzgerald, L. and Moon, P., (1996). Performance Measurement in Service Industries: Make It Work. London: CIMA Publishing. Giannakis, M. (2011). “Management of Service Supply Chains With a Service Oriented Reference Model: The Case of Management Consulting Source.” Supply Chain Management: An International Journal, 16(5): 346-361. He, T., Ho, W. and Xu, X.F. (2010). “A Value-oriented Model for Managing Service Supply Chains.” International Conference on Industrial Engineering and Engineering Management (IEEM), 193-197. 157 ASSAM Uluslararası Hakemli Dergi (ASSAM - UHAD) ASSAM International Refereed Journal Horng, J.-S., Liu, C.-H., Chou, S.-H., Tsai, C.-Y., (2013). “Creativity as a Critical Criterion for Future Restaurant Space Design: Developing a Novel Model with DEMATEL Application.” International Journal of Hospitality Management, 33: 96–105. Hung, Y.-H., Huang, T.-L., Hsieh, J.-C., Tsuei, H.-J. Cheng, C.-C. and Tzeng, G.-H., (2012). “Online Reputation Management for Improving Marketing by Using a Hybrid MCDM Model.” Knowledge-Based Systems, 35: 87-93. Kulkarni, P.P. and Khot, A.P. (2012). “Supply Chain Performance Measurement”, MPGI National Multi Conference, 3-7. Li, S., Rao S.S., Ragu-Nathan T.S. and Ragu-Nathan, B. (2005). “Development and Validation of a Measurement Instrument for Studying Supply Chain Management Practices.” Journal of Operations Management, 23(6): 618-641 Lin, R.-J., Chen, R.-H. and Nguyen, T.-H., (2011). “Green Supply Chain Management Performance in Automobile Manufacturing Industry Under Uncertainty.” Procedia - Social and Behavioral Sciences, 25: 233 – 245. Liu, C.H., Tzeng, G.-W. and Lee, M.-H., (2013). “Strategies for Improving Cruise Product Sales Using Hybrid ‘Multiple Criteria Decision Making Models.” The Service Industries Journal, 33(5): 542-563. Martin, P.R. and Patterson, J.W. (2009). “On Measuring Company Performance Within A Supply Chain.” International Journal of Production Research, 47(9): 2449-2460. Neely, A., Gregory, M. and Platts, K., (1995). “Performance Measurement System Design: A Literature Review and Research Agenda.” International Journal of Operations & Production Management, 15 (4): 80 – 116. Saaty, T. L., (1996). Decision Making with Dependence and Feedback: The Analytic Network Process. Pittsburgh: RWS Publications, Sengupta, K., Heiser, D., and Koll, L. (2006). “Manufacturing and Service Supply Chain Performance: A Comparative Analysis.” Journal of Supply Chain Management, 42(4): 4–15. Shen, K.-Y., Yan, M.-R. and Tzeng, G.-H., (2013). “Combining VIKOR-DANP Model for Glamor Stock Selection and Stock Performance Improvement.” Knowledge Based Systems, http://dx.doi.org/10.106/j.knosys.2013.07.023, (Access date: 07.02.2014). Su, C.-H., Tseng, H.-L., Furuzuki, T. and Tzeng, G.-H., (2012). “Application DANP with MCDM Model to Explore Smartphone Software.” SCIS-ISIS 2012, Kobe, Japan. Tsai, W.-H. and Hsu, W., (2010). “A Novel Hybrid Model Based on DEMATEL and ANP for Selecting Cost of Quality Model Development.” Total Quality Management, 21(4): 439-456. Tseng, M.L. (2009). “Using The Extension of DEMATEL to Integrate Hotel Service Quality Perceptions into a Cause–Effect Model in Uncertainty.” Expert Systems with Applications, 36: 9015–9023. 158 Sayı : 4 Yıl: 2015 Tseng, M.-L., (2009). “Application on ANP and DEMATEL to Evaluate the Decision-Making of Municipal Solid Waste Management in Metro Manila.” Environ Monit Assess, 156: 181-197. Uysal, F., (2012). “An Integrated Model for Sustainable Performance Measurement in Supply Chain.” Procedia - Social and Behavioral Sciences, 62: 689 – 694. Wang, Y.-L. and Tzeng, G.-H., (2012). “Brand Marketing for Creating Brand Value Based on a MCDM Model Combining DEMATEL with ANP and VIKOR Methods.” Expert Systems with Applications, 39: 5600-5615. Wu, H.-H., Chen, H.-K. and Shieh, J.-I., (2010). “Evaluating Performance Criteria of Employment Service Outreach Program Personnel by DEMATEL Method.” Expert Systems with Applications, 37: 5219–5223. Wu, H.-Y., (2012). “Constructing a Strategy Map for Banking Institutions with Key Performance Indicators of the Balanced Scorecard.” Evaluation and Program Planning, 35: 303–320. Wu, K.-J., Tsang, M.-L. and Vy, T., (2011). “Evaluation the Drivers of Green Supply Chain Management Practices in Uncertainty.” Procedia - Social and Behavioral Sciences, 25: 384 – 397. Yang, J.-L. and Tzeng, G.-H., (2011). “An Integrated MCDM Technique Combined with DEMATEL for a Novel Cluster Weighted ANP Method.” Expert Systems with Applications, 38: 1417-1424. Yang, Y.-P. O., Shieh, H.-M., Leu, J.-D. and Tzeng, G.-H., (2008). “A Novel Hybrid MCDM Model Combined with DEMATEL and ANP with Applications.” International Journal of Operations Research, 5(3): 160-168. Zhan, B. and Zeng, Y. (2011). “Port Service Supply Chain Performance Evaluation Based on GRA. 2nd International Conference on Computing, Control and Industrial Engineering. 421- 424. The World Factbook, https://www.cia.gov/library/publications/the-world-factbook/geos/xx.html, (Access date: 13.05.2014).

Yıl 2015, Cilt 2, Sayı 4, 104 - 119, 17.12.2015

Öz

Kaynakça

  • Baltacioglu, T., Ada, E., Kaplan, M. D., Yurt, O., and Kaplan, Y. C. (2007). “A New Framework for Service Supply Chains.” The Service Industries Journal, 27(2): 105–124. Bhagwat, R. and Sharma, M.K., (2007). “Performance Measurement of Supply Chain Management: A Balanced Scorecard Approach.” Computers and Industrial Engineering, 53: 43- 62. Chan, F.T.S., (2003). “Performance Measurement in a Supply Chain.” International Journal of Advanced Manufacturing Technologies, 21: 534-548. Chang, B., Chang, C.-W. and Wu, C.-H., (2011). “Fuzzy DEMATEL Method for Developing Supplier Selection Criteria.” Expert Systems with Applications, 38: 1850–1858. Chen, C.-H. and Tzeng, G.-H., (2011). “Assessment Model for Improving Educational Curriculum Materials Based on the DANP Technique with Grey Relational Analysis.” International Journal of Information Systems for Logistics and Management, 6(2): 23-36. Chen, F.-H., Hsu, T.-S. and Tzeng, G.-H., (2011). “A Balanced Scorecard Approach to Establish a Performance Evaluation and Relationship Model for Spring Hotels Based on a Hybrid MCDM Model Combining DEMATEL and ANP.” International Journal of Hospitality Management, 30: 908-932. Cheng, C.-C., Chen, C.-T., Hsu, F.-S. and Hu, H.-Y., (2012). “Enhancing Service Quality Improvement Strategies of Fine-Dining Restaurants: New Insights from Integrating A Two-Phase Decision-Making Model of IPGA and DEMATEL Analysis.” International Journal of Hospitality Management, 31: 1155– 1166. Cho, D.W., Lee, Y.H., Ahn, S.H. and Hwang, M.K., (2012). “A Framework for Measuring the Performance of Service Supply Chain Management.” Computers & Industrial Engineering, 62: 801-818. Çınar, Y., (2013). “Kariyer Tercih Probleminin Yapısal bir Modeli ve Riske Karşı Tutumlar: Olasılıklı DEMATEL Yöntemi Temelli Bütünleşik Bir Yaklaşım.” Sosyoekonomi, 2013-I: 158- 185. Ellram, L., Tate, W., and Billington, C. (2004). “Understanding and Managing the Services Supply Chain.” Journal of Supply Chain Management, 40(4): 17–32. Fitzgerald, L. and Moon, P., (1996). Performance Measurement in Service Industries: Make It Work. London: CIMA Publishing. Giannakis, M. (2011). “Management of Service Supply Chains With a Service Oriented Reference Model: The Case of Management Consulting Source.” Supply Chain Management: An International Journal, 16(5): 346-361. He, T., Ho, W. and Xu, X.F. (2010). “A Value-oriented Model for Managing Service Supply Chains.” International Conference on Industrial Engineering and Engineering Management (IEEM), 193-197. 157 ASSAM Uluslararası Hakemli Dergi (ASSAM - UHAD) ASSAM International Refereed Journal Horng, J.-S., Liu, C.-H., Chou, S.-H., Tsai, C.-Y., (2013). “Creativity as a Critical Criterion for Future Restaurant Space Design: Developing a Novel Model with DEMATEL Application.” International Journal of Hospitality Management, 33: 96–105. Hung, Y.-H., Huang, T.-L., Hsieh, J.-C., Tsuei, H.-J. Cheng, C.-C. and Tzeng, G.-H., (2012). “Online Reputation Management for Improving Marketing by Using a Hybrid MCDM Model.” Knowledge-Based Systems, 35: 87-93. Kulkarni, P.P. and Khot, A.P. (2012). “Supply Chain Performance Measurement”, MPGI National Multi Conference, 3-7. Li, S., Rao S.S., Ragu-Nathan T.S. and Ragu-Nathan, B. (2005). “Development and Validation of a Measurement Instrument for Studying Supply Chain Management Practices.” Journal of Operations Management, 23(6): 618-641 Lin, R.-J., Chen, R.-H. and Nguyen, T.-H., (2011). “Green Supply Chain Management Performance in Automobile Manufacturing Industry Under Uncertainty.” Procedia - Social and Behavioral Sciences, 25: 233 – 245. Liu, C.H., Tzeng, G.-W. and Lee, M.-H., (2013). “Strategies for Improving Cruise Product Sales Using Hybrid ‘Multiple Criteria Decision Making Models.” The Service Industries Journal, 33(5): 542-563. Martin, P.R. and Patterson, J.W. (2009). “On Measuring Company Performance Within A Supply Chain.” International Journal of Production Research, 47(9): 2449-2460. Neely, A., Gregory, M. and Platts, K., (1995). “Performance Measurement System Design: A Literature Review and Research Agenda.” International Journal of Operations & Production Management, 15 (4): 80 – 116. Saaty, T. L., (1996). Decision Making with Dependence and Feedback: The Analytic Network Process. Pittsburgh: RWS Publications, Sengupta, K., Heiser, D., and Koll, L. (2006). “Manufacturing and Service Supply Chain Performance: A Comparative Analysis.” Journal of Supply Chain Management, 42(4): 4–15. Shen, K.-Y., Yan, M.-R. and Tzeng, G.-H., (2013). “Combining VIKOR-DANP Model for Glamor Stock Selection and Stock Performance Improvement.” Knowledge Based Systems, http://dx.doi.org/10.106/j.knosys.2013.07.023, (Access date: 07.02.2014). Su, C.-H., Tseng, H.-L., Furuzuki, T. and Tzeng, G.-H., (2012). “Application DANP with MCDM Model to Explore Smartphone Software.” SCIS-ISIS 2012, Kobe, Japan. Tsai, W.-H. and Hsu, W., (2010). “A Novel Hybrid Model Based on DEMATEL and ANP for Selecting Cost of Quality Model Development.” Total Quality Management, 21(4): 439-456. Tseng, M.L. (2009). “Using The Extension of DEMATEL to Integrate Hotel Service Quality Perceptions into a Cause–Effect Model in Uncertainty.” Expert Systems with Applications, 36: 9015–9023. 158 Sayı : 4 Yıl: 2015 Tseng, M.-L., (2009). “Application on ANP and DEMATEL to Evaluate the Decision-Making of Municipal Solid Waste Management in Metro Manila.” Environ Monit Assess, 156: 181-197. Uysal, F., (2012). “An Integrated Model for Sustainable Performance Measurement in Supply Chain.” Procedia - Social and Behavioral Sciences, 62: 689 – 694. Wang, Y.-L. and Tzeng, G.-H., (2012). “Brand Marketing for Creating Brand Value Based on a MCDM Model Combining DEMATEL with ANP and VIKOR Methods.” Expert Systems with Applications, 39: 5600-5615. Wu, H.-H., Chen, H.-K. and Shieh, J.-I., (2010). “Evaluating Performance Criteria of Employment Service Outreach Program Personnel by DEMATEL Method.” Expert Systems with Applications, 37: 5219–5223. Wu, H.-Y., (2012). “Constructing a Strategy Map for Banking Institutions with Key Performance Indicators of the Balanced Scorecard.” Evaluation and Program Planning, 35: 303–320. Wu, K.-J., Tsang, M.-L. and Vy, T., (2011). “Evaluation the Drivers of Green Supply Chain Management Practices in Uncertainty.” Procedia - Social and Behavioral Sciences, 25: 384 – 397. Yang, J.-L. and Tzeng, G.-H., (2011). “An Integrated MCDM Technique Combined with DEMATEL for a Novel Cluster Weighted ANP Method.” Expert Systems with Applications, 38: 1417-1424. Yang, Y.-P. O., Shieh, H.-M., Leu, J.-D. and Tzeng, G.-H., (2008). “A Novel Hybrid MCDM Model Combined with DEMATEL and ANP with Applications.” International Journal of Operations Research, 5(3): 160-168. Zhan, B. and Zeng, Y. (2011). “Port Service Supply Chain Performance Evaluation Based on GRA. 2nd International Conference on Computing, Control and Industrial Engineering. 421- 424. The World Factbook, https://www.cia.gov/library/publications/the-world-factbook/geos/xx.html, (Access date: 13.05.2014).

Ayrıntılar

Bölüm Makale
Yazarlar

Onur ÖZVERİ
0000-0001-9203-917X


Pembe GÜÇLÜ
0000-0003-0395-7433


Ejder AYCİN Bu kişi benim

Yayımlanma Tarihi 17 Aralık 2015
Yayınlandığı Sayı Yıl 2015, Cilt 2, Sayı 4

Kaynak Göster

Bibtex @araştırma makalesi { assam358442, journal = {ASSAM Uluslararası Hakemli Dergi}, issn = {2148-5879}, address = {Yakuplu Mahallesi Hürriyet Bulvarı Newport Sitesi No: 155 1. Blok Kat 7 D.55 Beylikdüzü İstanbul}, publisher = {Adaleti Savunanlar Stratejik Araştırmalar Merkezi Derneği}, year = {2015}, volume = {2}, pages = {104 - 119}, doi = {}, title = {EVALUATION OF SERVICE SUPPLY CHAIN PERFORMANCE CRITERIA WITH DANP METHOD}, key = {cite}, author = {Özveri, Onur and Güçlü, Pembe and Aycin, Ejder} }
APA Özveri, O. , Güçlü, P. & Aycin, E. (2015). EVALUATION OF SERVICE SUPPLY CHAIN PERFORMANCE CRITERIA WITH DANP METHOD . ASSAM Uluslararası Hakemli Dergi , 2 (4) , 104-119 . Retrieved from https://dergipark.org.tr/tr/pub/assam/issue/32281/358442
MLA Özveri, O. , Güçlü, P. , Aycin, E. "EVALUATION OF SERVICE SUPPLY CHAIN PERFORMANCE CRITERIA WITH DANP METHOD" . ASSAM Uluslararası Hakemli Dergi 2 (2015 ): 104-119 <https://dergipark.org.tr/tr/pub/assam/issue/32281/358442>
Chicago Özveri, O. , Güçlü, P. , Aycin, E. "EVALUATION OF SERVICE SUPPLY CHAIN PERFORMANCE CRITERIA WITH DANP METHOD". ASSAM Uluslararası Hakemli Dergi 2 (2015 ): 104-119
RIS TY - JOUR T1 - EVALUATION OF SERVICE SUPPLY CHAIN PERFORMANCE CRITERIA WITH DANP METHOD AU - Onur Özveri , Pembe Güçlü , Ejder Aycin Y1 - 2015 PY - 2015 N1 - DO - T2 - ASSAM Uluslararası Hakemli Dergi JF - Journal JO - JOR SP - 104 EP - 119 VL - 2 IS - 4 SN - 2148-5879- M3 - UR - Y2 - 2022 ER -
EndNote %0 ASSAM Uluslararası Hakemli Dergi EVALUATION OF SERVICE SUPPLY CHAIN PERFORMANCE CRITERIA WITH DANP METHOD %A Onur Özveri , Pembe Güçlü , Ejder Aycin %T EVALUATION OF SERVICE SUPPLY CHAIN PERFORMANCE CRITERIA WITH DANP METHOD %D 2015 %J ASSAM Uluslararası Hakemli Dergi %P 2148-5879- %V 2 %N 4 %R %U
ISNAD Özveri, Onur , Güçlü, Pembe , Aycin, Ejder . "EVALUATION OF SERVICE SUPPLY CHAIN PERFORMANCE CRITERIA WITH DANP METHOD". ASSAM Uluslararası Hakemli Dergi 2 / 4 (Aralık 2015): 104-119 .
AMA Özveri O. , Güçlü P. , Aycin E. EVALUATION OF SERVICE SUPPLY CHAIN PERFORMANCE CRITERIA WITH DANP METHOD. ASSAM-UHAD. 2015; 2(4): 104-119.
Vancouver Özveri O. , Güçlü P. , Aycin E. EVALUATION OF SERVICE SUPPLY CHAIN PERFORMANCE CRITERIA WITH DANP METHOD. ASSAM Uluslararası Hakemli Dergi. 2015; 2(4): 104-119.
IEEE O. Özveri , P. Güçlü ve E. Aycin , "EVALUATION OF SERVICE SUPPLY CHAIN PERFORMANCE CRITERIA WITH DANP METHOD", ASSAM Uluslararası Hakemli Dergi, c. 2, sayı. 4, ss. 104-119, Ara. 2015

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