Lean services: An approach for supply chains based on the gaps model of service quality

Raul Susano, Carmen Jaca, Rogério Puga-Leal

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

2 Citations (Scopus)

Abstract

Supply Chains (SC) encompass interfaces where several interactions occur, notablywith flows of services, products and information. Services play a major role in modern economies and its provision is widespread along the supply chain. This piece of research utilizes the Gaps Model of Service Quality, which is based on the disconfirmation paradigm, and relates it with lean principles of waste from a supply chain perspective. The Gaps Model analyses several gaps that might occur within organizations, leading to discrepancies between expected service and perceived service. A methodology is proposed for assessing the internal failures contributing to each gap of the original model. A second stage includes an approach inspired on QFD’s (Quality Function Deployment) matrices, envisaging a joint analysis of gap’s structure and supply chain’s failures, what allows computing the importance of each failure from a service quality perspective. Furthermore, these failures can be associated to lean wastes, thus providing a framework for “leanliness” assessment. A simplified example for a generic supply chain is also presented.

Original languageEnglish
Title of host publicationProceedings of the 8th International Conference on Management Science and Engineering Management - Focused on Intelligent System and Management Science
PublisherSpringer-Verlag
Pages533-539
Number of pages7
Volume280
ISBN (Electronic)9783642551819
DOIs
Publication statusPublished - 2014
Event8th International Conference on Management Science and Engineering Management, ICMSEM 2014 - Lisbon, Portugal
Duration: 25 Jul 201427 Jul 2014

Publication series

NameAdvances in Intelligent Systems and Computing
Volume280
ISSN (Print)21945357

Conference

Conference8th International Conference on Management Science and Engineering Management, ICMSEM 2014
CountryPortugal
CityLisbon
Period25/07/1427/07/14

Keywords

  • Gaps model
  • Lean
  • Service quality
  • Supply chain

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