Performance measurement of SHER service supply chain: a balanced score card – ANP approach
by V.R. Pramod, D.K. Banwet
International Journal of Business Excellence (IJBEX), Vol. 4, No. 3, 2011

Abstract: The prime objective of this paper is to analyse the performance of safety, health, environment and risk (SHER) consultancy service supply chain (SSC) in the Indian context. One of the crucial problems faced by the management is the comparative evaluation of the various alternatives of decision problem. Current decision makers and researchers witness the power of the analytic network process (ANP) as an improved solution for this multi dimensional evaluation problem. ANP model structures the decision problem in a hierarchical form and links the determinants, dimensions, and enablers with alternatives available to the decision maker. Therefore, in this paper, the dimensions of SHER service sector have been captured in four perspectives viz. customer, internal business, innovation and learning, and finance, which mimic a balanced score card. The three services (consultancy, training and testing) provided by the organisation have been considered for analysis. The priority is expressed in terms of overall weighted service index. The results indicated that 'training' is the most value adding service. The results are supported with action plan for enhancing the training and managerial implications.

Online publication date: Sat, 27-Sep-2014

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