Performance analysis model for service supply chains : case of the retirement supply chain

  • Authors

    • Houda Mezouar Mohammed V University in Rabat
    • Abdellatif El Afia Mohammed V University in Rabat
    2018-07-11
    https://doi.org/10.14419/ijet.v7i3.13929
  • Service Supply Chain, Modelling, Simulation, ASDI, OSSAD, BPM, SCOR, KPIS.

  • Abstract

    A service supply chain (SSC) is a supply network that transfers resources into services with or without physical products, to satisfy cus-tomer needs. So it’s evident that without offering the right service at the right time to the right person, the service is incomplete, inconsistent and ineffective. In the same context, the retirement field faces the challenge of offering the correct pension to the right pensioner the first month of his retirement. This paper approaches this challenge from a SSC perspective as a case study for dealing with continuity in service supply chain. It uses a methodology that combine Analysis-Specification-Design-Implementation (ASDI), Office Support Systems Analy-sis and Design (OSSAD), Business Process Management (BPM), and Supply Chain Operations Reference (SCOR). It analyzes and mod-els the Moroccan retirement SSC, simulates the behavior of "the management of civil pension rights" process, and proposes a set of Key Performance Indicators (KPI) to evaluate the continuity in the service supply chain. Hence, this work provides guidance on the performance analysis of a SSC.

     

     

     

  • References

    1. [1] Y. Wang, S.W. Wallace, B. Shen, and T. Choi, “Service supply chain management: A review of operational modelsâ€, European Journal of Operational Research, Vol. 247, No. 3, (2015), pp. 685-698, available online: https://www.sciencedirect.com/science/article/abs/pii/S0377221715004646 , last visit:08.06.2018.

      [2] F. Cheng, S. Yang, and X. Ma, “Equilibrium Conditions In Service Supply Chainâ€, Procedia Engineering, Vol. 15, No. 1, (2011), pp. 5100-5104, available online: https://www.sciencedirect.com/science/article/pii/S1877705811024477 , last visit:08.06.2018

      [3] A. Raj Laxmi, and A. Mishra, “Automation in supply chain management system using Internet of Things (IoT)â€, International Journal of Engineering & Technology, Vol. 7, No. 2, (2018), pp. 777-783, available online: https://www.sciencepubco.com/index.php/ijet/article/view/10746 , last visit:08.06.2018

      [4] Surahman, A. Viddy, A. Fanany Onnilita Gaffar, Haviluddin, and A. Saleh Ahmar, “Selection of the best supply chain strategy using fuzzy based decision modelâ€, International Journal of Engineering & Technology, Vol. 7, No. 2.2, (2018), pp. 117-121, available online: https://www.sciencepubco.com/index.php/ijet/article/view/12748 , last visit:08.06.2018

      [5] S. Boon-itt, C.Y. Wong, and C.W.Y. Wong, “Service supply chain management process capabilities: Measurement developmentâ€, International Journal of Production Economics, Vol. 193, No. 1, (2017), pp. 1-11, available online: https://www.sciencedirect.com/science/article/pii/S0925527317301974 , last visit:08.06.2018

      [6] J.H.J. Vilko, “The development of a service supply chain model for a manufacturing SMEâ€, The International Journal of Logistics Management, Vol. 26, No. 3, (2016), pp. 517-542, available online: https://www.emeraldinsight.com/doi/abs/10.1108/IJLM-01-2014-0001 , last visit:08.06.2018

      [7] Y. Wei, Q. Hu, and C. Xu, “Ordering, pricing and allocation in a service supply chainâ€, International Journal of Production Economics, Vol. 14, No. 1, (2013), pp. 590-598, available online: https://www.sciencedirect.com/science/article/pii/S0925527313001862 , last visit:08.06.2018

      [8] M. Tseng, M.K. Lim, W. Wong, Y. Chen, and Y. Zhan, “A framework for evaluating the performance of sustainable service supply chain management under uncertaintyâ€, International Journal of Production Economics, Vol. 195, No. 1, (2018), pp. 359-372, available online: https://www.sciencedirect.com/science/article/pii/S0925527316302328 , last visit:08.06.2018

      [9] P. Chithambaranathan, N. Subramanian, A. Gunasekaran, and P.K. Palaniappan, “Service supply chain environmental performance evaluation using grey based hybrid MCDM approachâ€, International Journal of Production Economics, Vol. 166, No. 1, (2015), pp. 163-176, available online: https://www.sciencedirect.com/science/article/pii/S0925527315000055 , last visit:08.06.2018

      [10] D.W. Cho, Y.H. Lee, S.H. Ahn, and M.K. Hwang, “A framework for measuring the performance of service supply chain managementâ€, Computers & Industrial Engineering, Vol. 62, No. 3, April 2012, pp. 801-818, available online: https://www.sciencedirect.com/science/article/abs/pii/S0360835211003378 , last visit:08.06.2018

      [11] K. Khile, and A. Abouabdellah, “Redesigning the Hospital Supply Chain for Enhanced Performance Using a Lean Methodologyâ€, International Review on Modelling and Simulations, Vol. 9, No. 6, (2016), pp. 407-413, available online: https://www.praiseworthyprize.org/jsm/index.php?journal=iremos&page=article&op=view&path%5B%5D=19857 , last visit:08.06.2018

      [12] H. Demirkan, and H.K. Cheng, “The risk and information sharing of application services supply chainâ€, European Journal of Operational Research, Vol. 187, No. 3, (2008), pp. 765-784, available online: https://www.sciencedirect.com/science/article/abs/pii/S037722170600782X , last visit:08.06.2018

      [13] M. He, J. Xie, X. Wu, Q. Hu, and Y. Dai, “Capability Coordination in Automobile Logistics Service Supply Chain Based on Reliabilityâ€, Procedia Engineering, Vol. 137, No. 1, (2016), pp. 325-333, available online: https://www.sciencedirect.com/science/article/pii/S1877705816002927 , last visit:08.06.2018

      [14] N. Saccani, P. Johansson, and M. Perona, “Configuring the after-sales service supply chain: A multiple case studyâ€, International Journal of Production Economics, Vol. 110, No. 2, (2007), pp. 52-69, available online: https://www.sciencedirect.com/science/article/pii/S0925527307000813 , last visit:08.06.2018

      [15] Y. Xia, B. Chen, V. Jayaraman, and C. Munson, “Competition and market segmentation of the call center service supply chainâ€, European Journal of Operational Research, Vol. 247, No. 2, (2015), pp. 504-514, available online: https://www.sciencedirect.com/science/article/abs/pii/S037722171500541X , last visit:08.06.2018

      [16] A. Genovese, S.C.L. Koh, and A. Acquaye, “Energy efficiency retrofitting services supply chains: Evidence about stakeholders and configurations from the Yorskhire and Humber region caseâ€, International Journal of Production Economics, Vol. 144, No. 1, (2013), pp. 20-43, available online: https://www.sciencedirect.com/science/article/pii/S0925527312005117 , last visit:08.06.2018

      [17] L. Gooding, and M.S. Gul, “Energy efficiency retrofitting services supply chains: A review of evolving demands from housing policyâ€, Energy Strategy Reviews, Vol. 11, No. 1, (2016), pp. 29-40, available online: https://www.sciencedirect.com/science/article/pii/S2211467X16300220 , last visit:08.06.2018 https://doi.org/10.1109/IRSEC.2016.7983999.

      [18] H. Mezouar, and A. El Afia, “A Process Simulation Model for A Proposed Moroccan Supply Chain of Electricityâ€, Proceedings of the IEEE International Renewable and Sustainable Energy Conference (IRSEC), (2016), pp. 647-654,

      [19] A. Avédissian, and R. Valverde, “An extension proposition for the Agent-Based Language Modeling Ontology for the representation of Human-Driven Collaboration in Supply Chain Systemsâ€, International Federation of Automatic Control (IFAC-PapersOnLine), Vol. 43, No. 3, (2015), pp. 1857-1864, available online: https://www.sciencedirect.com/science/article/pii/S2405896315005960 , last visit:08.06.2018

      [20] I. Heckmann, T. Comes, and S. Nickel, “A critical review on supply chain risk – Definition, measure and modellingâ€, Omega, Vol. 52, No. 1, (2015), pp. 119-132, available online: https://www.sciencedirect.com/science/article/pii/S030504831400125X , last visit:08.06.2018

      [21] Q. Long, and W. Zhang, “An integrated framework for agent based inventory–production–transportation modeling and distributed simulation of supply chainsâ€, Information Sciences, Vol. 277, No. 1, (2014), pp. 567-581, available online: https://www.sciencedirect.com/science/article/pii/S0020025514002618 , last visit:08.06.2018

      [22] V.J.L. Gan, and J.C.P. Cheng, “Formulation and analysis of dynamic supply chain of backfill in construction waste management using agent-based modellingâ€, Advanced Engineering Informatics, Vol. 29, No. 4, (2015), pp. 878-888, available online: https://www.sciencedirect.com/science/article/pii/S1474034615000166 , last visit:08.06.2018

      [23] B. Sharma, R.G. Ingalls, C.L. Jones, and A. Khanchi, “Biomass supply chain design and analysis: Basis, overview, modeling, challenges, and futureâ€, Renewable and Sustainable Energy Reviews, Vol. 24, No. 1, (2013), pp. 608-627, available online: https://www.sciencedirect.com/science/article/pii/S1364032113002086 , last visit:08.06.2018

      [24] Z. Ouachia, B. Allenet, N. Chouchane, and J. Calop, “Le référencement des médicaments au niveau des établissements hospitaliers françaisâ€, Le Pharmacien Hospitalier, Vol. 45, No. 2, (2010), pp. 57-65, available online: https://www.sciencedirect.com/science/article/pii/S0768917910000465 , last visit:08.06.2018

      [25] B. Fahimnia, C.S. Tang, H. Davarzani, and J. Sarkis, “Quantitative models for managing supply chain risks: A reviewâ€, European Journal of Operational Research, Vol. 247, No. 1, (2015), pp. 1-15, available online: https://www.sciencedirect.com/science/article/abs/pii/S0377221715003276 , last visit:08.06.2018

      [26] H. Mezouar, A. El Afia, R. Chiheb, and F. Ouzayd, “Toward a process model of Moroccan electric supply chainâ€, Proceedings of the IEEE International Conference on Electrical and Information Technologies (ICEIT), (2015), pp. 184-191, https://doi.org/10.1109/EITech.2015.7162990.

      [27] H. Mezouar, A. El Afia, and R. Chiheb, “A new concept of intelligence in the electric power managementâ€, Proceedings of the IEEE International Conference on Electrical and Information Technologies (ICEIT), (2016), pp. 28-35, https://doi.org/10.1109/EITech.2016.7519596.

      [28] A. El Afia, and H. Mezouar, “A global mapping of the Moroccan supply chain of hospital drugs, and a simulation of the dispensation processâ€, Proceedings of the ACM International Conference on Big Data, Cloud and Applications (BDCA), No. 108, (2017), https://doi.org/10.1145/3090354.3090465.

      [29] H. Mezouar, A. El Afia, R. Chiheb, and F. Ouzayd, “Proposal of a modeling approach and a set of KPI to the drug supply chain within the hospitalâ€, Proceedings of the IEEE International Conference on Logistics Operations Management (GOL), (2016), pp. 1-6, https://doi.org/10.1109/GOL.2016.7731691.

      [30] H. Mezouar, and A. El Afia, “A Retirement Pension from a Supply Chain Side: Case of the Moroccan Retirement Pensionâ€, Lecture Notes in Networks and Systems Springer, Vol. 25, (2017), pp. 103-115, available online: https://link.springer.com/chapter/10.1007/978-3-319-69137-4_11 , last visit:08.06.2018

      [31] P. TuÄník, and V. BureÅ¡, “Inclusion of Complexity: Modelling Enterprise Business Environment by Means of Agent Based Simulationâ€, International Review on Modelling and Simulations, Vol. 6, No. 5, (2013), pp. 1709-1717, available online: https://www.praiseworthyprize.org/jsm/index.php?journal=iremos&page=article&op=view&path%5B%5D=13636 , last visit:08.06.2018

      [32] A. Rogers, and M. Ierapetritou, “Challenges and opportunities in modeling pharmaceutical manufacturing processesâ€, Computers & Chemical Engineering, Vol. 81, No. 4, (2015), pp. 32-39, available online: https://www.sciencedirect.com/science/article/pii/S0098135415000897 , last visit:08.06.2018

      [33] J.B. Oliveira, R.S. Lima, and J.A.B. Montevechi, “Perspectives and relationships in Supply Chain Simulation: A systematic literature reviewâ€, Simulation Modelling Practice and Theory, Vol. 62, No. 1, (2016), pp. 166-191, available online: https://www.sciencedirect.com/science/article/pii/S1569190X16000216 , last visit:08.06.2018

      [34] E. Fleisch, and C. Tellkamp, “Inventory inaccuracy and supply chain performance: a simulation study of a retail supply chainâ€, International Journal of Production Economics, Vol. 95, No. 3, (2005), pp. 373-385, available online: https://www.sciencedirect.com/science/article/pii/S0925527304000386 , last visit:08.06.2018

      [35] M. Sha, and R. Srinivasan, “Fleet sizing in chemical supply chains using agent-based simulationâ€, Computers & Chemical Engineering, Vol. 84, No. 4, (2016), pp. 180-198, available online: https://www.sciencedirect.com/science/article/pii/S0098135415002768 , last visit:08.06.2018

      [36] F. Persson, and M. Araldi, “The development of a dynamic supply chain analysis tool — Integration of SCOR and discrete event simulationâ€, International Journal of Production Economics, Vol. 121, No. 2, (2009), pp. 574-583, available online: https://www.sciencedirect.com/science/article/pii/S0925527307000588 , last visit:08.06.2018

      [37] V. Albino, N. Carbonara, and I. Giannoccaro, “Supply chain cooperation in industrial districts: A simulation analysisâ€, European Journal of Operational Research, Vol. 177, No. 1, (2007), pp. 261-280, available online: https://www.sciencedirect.com/science/article/abs/pii/S0377221705009021 , last visit:08.06.2018

      [38] S.A.M. Almasani, V.I. Finaev, W.A.A. Qaid, and A.V. Tychinsky, “The decision-making model regarding the complexity of systemâ€, Journal of Theoretical and Applied Information Technology, Vol. 95, No. 13, (2017), pp. 3096 – 3104, available online: http://www.jatit.org/volumes/Vol95No13/21Vol95No13.pdf , last visit:08.06.2018

      [39] A. Douraid, S.L. Elhaq, and H. Ech-Cheikh, “Improvement in the Coupling of Procurement Process and Production Planning by Simulation Under Stochastic Demand and Lead Timeâ€, International Review on Modelling and Simulations, Vol. 7, No. 4, (2014), pp. 712-719, available online: https://www.praiseworthyprize.org/jsm/index.php?journal=iremos&page=article&op=view&path%5B%5D=15935 , last visit:08.06.2018

      [40] H. Ech-Cheikh, S.L. Elhaq, and A. Douraid, “Performance Evaluation of Complex Decentralized and Centralized Multi-Echelon Distribution Supply Chainâ€, International Review on Modelling and Simulations, Vol. 7, No. 4, (2014), pp. 720-728, available online: https://www.praiseworthyprize.org/jsm/index.php?journal=iremos&page=article&op=view&path%5B%5D=15944 , last visit:08.06.2018

      [41] V. Seralathan, and C. Jegadheesan, “Design and Comparative Analysis of Mathematical and Simulation Models in Injection Molding Decision Systemâ€, International Review on Modelling and Simulations, Vol. 6, No. 5, (2013), pp. 1642-1648, available online: https://www.praiseworthyprize.org/jsm/index.php?journal=iremos&page=article&op=view&path%5B%5D=11733 , last visit:08.06.2018

      [42] M. Ascione, G. Converso, T. Murino, and L.C. Santillo, “A Simulation Model for Dichotomous Approach between Governance and Operations Management: Case Study of Financial Sectorâ€, International Review on Modelling and Simulations, Vol. 7, No. 3, (2014), pp. 497-509, available online: https://www.praiseworthyprize.org/jsm/index.php?journal=iremos&page=article&op=view&path%5B%5D=14721 , last visit:08.06.2018

      [43] M. Maloney, and A. McCarthy, “Understanding pension communications at the organizational level: Insights from bounded rationality theory & implications for HRMâ€, Human Resource Management Review, Vol. 27, No. 2, (2017), pp. 338-352, available online: https://www.sciencedirect.com/science/article/abs/pii/S105348221630033X , last visit:08.06.2018

      [44] J. Bednář, and I.F. Leitmanová, “Draft of the regional pension scheme functioning simulated in the Czech Republicâ€, Kontakt, Vol. 18, No. 2, (2016), pp. 112-119, available online: https://www.sciencedirect.com/science/article/pii/S1212411716300058 , last visit:08.06.2018

      [45] J. Balasuriya, O. Gough, and K. Vasileva, “Do optimists plan for retirement? A behavioural explanation for non-participation in pension schemesâ€, Economics Letters, Vol. 125, No. 3, (2014), pp. 396-399, available online: https://www.sciencedirect.com/science/article/pii/S0165176514003930 , last visit:08.06.2018

      [46] H. Wu, and Y. Zeng, “Equilibrium investment strategy for defined-contribution pension schemes with generalized mean–variance criterion and mortality riskâ€, Insurance: Mathematics and Economics, Vol. 64, No. 1, (2015), pp. 396-408, available online: https://www.sciencedirect.com/science/article/pii/S0167668715001195 , last visit:08.06.2018

      [47] M. Ning, J. Gong, X. Zheng, and J. Zhuang, “Does New Rural Pension Scheme decrease elderly labor supply? Evidence from CHARLSâ€, China Economic Review, Vol. 41, No. 1, (2016), pp. 315-330, available online: https://www.sciencedirect.com/science/article/pii/S1043951X1630044X , last visit:08.06.2018

      [48] J. Josiah, O. Gough, J. Haslam, and N. Shah, “Corporate reporting implication in migrating from defined benefit to defined contribution pension schemes: A focus on the UKâ€, Accounting Forum, Vol. 38, No. 1, (2014), pp. 18-37, available online: https://www.sciencedirect.com/science/article/pii/S0155998213000604 , last visit:08.06.2018

      [49] J.A. Nielsen, K. Sandmann, and E. Schlögl, “Equity-linked pension schemes with guaranteesâ€, Insurance: Mathematics and Economics, Vol. 49, No. 3, (2011), pp. 547-564, available online: https://www.sciencedirect.com/science/article/pii/S016766871100093X , last visit:08.06.2018

      [50] E. Platanakis, and C. Sutcliffe, “Pension scheme redesign and wealth redistribution between the members and sponsor: The USS rule change in October 2011â€, Insurance: Mathematics and Economics, Vol. 69, No. 1, (2016), pp. 14-28, available online: https://www.sciencedirect.com/science/article/pii/S0167668715301189 , last visit:08.06.2018

      [51] G. Weichhart, A. Molina, D. Chen, L.E. Whitman, and F. Vernadat, “Challenges and current developments for Sensing, Smart and Sustainable Enterprise Systemsâ€, Computers in Industry, Vol. 79, No. 1, June 2016, pp. 34-46, available online: https://www.sciencedirect.com/science/article/pii/S0166361515300208 , last visit:08.06.2018

      [52] P. Barnes, L. Nemes, and T.J. Williams, “Architectures for Enterprise Integrationâ€, Published by Chapman & Hall on behalf of IFIP and IFAC, (1996), pp. 102-126 https://doi.org/10.1007/978-0-387-34941-1.

      [53] K. Kosanke, F. Vernadat, and M. Zelm, “Means to enable enterprise interoperation: CIMOSA Object Capability Profiles and CIMOSA Collaboration Viewâ€, Annual Reviews in Control, Vol. 39, No. 1, (2015), pp. 94-101, available online: https://www.sciencedirect.com/science/article/pii/S1367578815000103 , last visit:08.06.2018

      [54] H. Li, and T.J. Williams, “Some extensions to the Purdue Enterprise Reference Architecture (PERA): I. Explaining the Purdue architecture and the Purdue methodology using the axioms of engineering designâ€, Computers in Industry, Vol. 34, No. 3, (1997), pp. 247-259, available online: https://www.sciencedirect.com/science/article/pii/S016636159700047X , last visit:08.06.2018

      [55] K. Chaharsooghi, and M.A. Achachlouei, “Developing life-cycle phases for the DoDAF using ISO15704 Annex A (GERAM)â€, Computers in Industry, Vol. 62, No. 3, (2011), pp. 253-259, available online: https://www.sciencedirect.com/science/article/pii/S0166361510001065 , last visit:08.06.2018

      [56] A. Talhi, J.C. Huet, V. Fortineau, and S. Lamouri, “Towards a Cloud Manufacturing systems modeling methodologyâ€, International Federation of Automatic Control (IFAC-PapersOnLine), Vol. 48, No. 3, (2015), pp. 288-293, available online: https://www.sciencedirect.com/science/article/pii/S2405896315003353 , last visit:08.06.2018

      [57] C. Girard, P. David, E. Piatyszek, and J. Flaus, “Emergency response plan: Model-based assessment with multi-state degradationâ€, Safety Science, Vol. 85, No. 1, (2016), pp. 230-240, available online: https://www.sciencedirect.com/science/article/pii/S0925753515003458 , last visit:08.06.2018

      [58] S. Nurcan, “Analysis and design of co-operative work processes: a frameworkâ€, Information and Software Technology, Vol. 40, No. 3, (1998), pp. 143-156, available online: https://www.sciencedirect.com/science/article/abs/pii/S0950584998000482 , last visit:08.06.2018

      [59] O. Glassey, “A case study on process modelling — Three questions and three techniquesâ€, Decision Support Systems, Vol. 44, No. 4, (2008), pp. 842-853, available online: https://www.sciencedirect.com/science/article/pii/S0167923607001789 , last visit:08.06.2018

      [60] Supply Chain Council, “SCOR: Supply Chain Operations Reference Model Revision 11.0â€, (Printed in the United States of America, 2012).

  • Downloads

  • How to Cite

    Mezouar, H., & El Afia, A. (2018). Performance analysis model for service supply chains : case of the retirement supply chain. International Journal of Engineering & Technology, 7(3), 1429-1438. https://doi.org/10.14419/ijet.v7i3.13929

    Received date: 2018-06-09

    Accepted date: 2018-06-29

    Published date: 2018-07-11