Title :
A Study on the Supply Chain´s Service Process Capability Index Based on Service Blueprinting
Author :
Wei-hua, Liu ; Wei, Zhang
Author_Institution :
Sch. of Manage., Tianjin Univ., Tianjin, China
Abstract :
Service process capability index (SPCI) is an evaluating indicator which reflects the stability degree of service quality provided by service companies. Based on researching process capability index of manufactured products, the paper proposed measurement method of SPCI. Firstly, it used service blueprinting method to determine service connection point, then drew the host-guest relation graph of internal service quality evaluation, established the weight matrix which evaluated subjects and objects in order to generate internal SPCI. it considered customer satisfaction´ s impacts on measuring enterprise service quality, weighted them to get the general SPCI of service companies. At last, the measurement method of service supply chain´ s SPCI was proposed and specific example was given according to the two types of link model.
Keywords :
customer satisfaction; customer services; manufactured products; service industries; supply chains; customer satisfaction; enterprise service quality; manufactured products; service blueprinting method; service companies; service connection point; service process capability index; service quality evaluation; supply chain; Companies; Conference management; Financial management; Information management; Innovation management; Manufacturing industries; Production; Stability; Supply chain management; Supply chains; Measurement; Numerical example; Service process capability index; Service supply chain;
Conference_Titel :
Information Management, Innovation Management and Industrial Engineering, 2009 International Conference on
Conference_Location :
Xi´an
Print_ISBN :
978-0-7695-3876-1
DOI :
10.1109/ICIII.2009.596
