HİZMET TEDARİK ZİNCİRLERİNDE KAMÇI ETKİSİNE NEDEN OLAN FAKTÖRLERİN BELİRLENMESİ

Öz

Bu çalışmada pür hizmet tedarik zinciri ve ürün-hizmet tedarik zincirlerinde kamçı etkisini oluşturan nedenlerin belirlenmesi amaçlanmıştır. Çalışmada nitel araştırma yöntemleri kullanılmıştır. Pür hizmet tedarik zinciri ve ürün-hizmet tedarik zincirlerinden seçilen iki işletme yöneticisiyle yarı yapılandırılmış görüşme gerçekleştirilmiştir. Görüşmelerle birlikte işletmelerde kamçı etkisi oluşturabileceği düşünülen diğer veriler alınarak nitel analize tabii tutulmuştur. Personel yetersizliği hem pür hizmet tedarik zincirinde hem de ürün-hizmet tedarik zincirinde kamçı etkisinin ana nedenlerinin ilki olarak gösterilmektedir. Her ne kadar bu faktör iki tedarik zinciri için örtüşse de diğer faktörler tedarik zincirlerine göre farklı önem seviyelerine sahiptir. Çalışmada hizmet sektöründe kamçı etkisini oluşturan içsel nedenler üzerinde durulmuştur. İç etkenlerin ise en çok karşılaşılan durumdan en az karşılaşılan duruma göre sıralaması şöyledir: personel yetersizliği ve birikmiş işler (kapasite ve yetenek problemleri), personel eğitimsizliği (müşteri ilişkileri yönetimi), bilgi paylaşımı, özellikle süreç iyileştirmede çalışmalarında yönetim eksikliği.

Anahtar Kelimeler

• Tedarik Zinciri
• Hizmet
• Hizmet Tedarik Zinciri
• Kamçı Etkisi

DETERMINING THE FACTORS THAT CAUSE THE BULLWHIP EFFECT IN THE SERVICE SUPPLY CHAIN

Öz

The aim of the study is to determine the causes of the bullwhip effect in pure and product-service supply chains. Qualitative research methods were used in the study. Semi-structured meetings were held with two business managers selected from pure service supply chain and product-service supply chains. With the interviews, other data that are thought to create a bullwhip effect in the enterprises were taken and subjected to qualitative analysis. Personnel shortage is shown as the first of the main reasons for the bullwhip effect in both the pure service supply chain and the product-service supply chain. Although this factor overlaps for the two supply chains, other factors have different levels of importance according to supply chains. In the study, the internal reasons that create the bullwhip effect in the service sector are focused on. The ranking of internal factors from the most common to the least encountered situation is as follows: lack of personnel and backlogs (capacity and skill problems), lack of training (customer relations management), information sharing, lack of management, especially in process improvement works.

Anahtar Kelimeler

• Supply Chain
• Service
• Service Supply Chain
• Bullwhip Effect

Kaynakça

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