Title: Performance measurement of SHER service supply chain: a balanced score card – ANP approach

Authors: V.R. Pramod, D.K. Banwet

Addresses: Department of Mechanical Engineering, NSS College of Engineering, Palakkad-8, Kerala, 678008, India. ' Department of Management Studies, Indian Institute of Technology, New Delhi, Delhi 110036, India

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.

Keywords: decision analysis; multiple criteria analysis; supply chain management; SCM; SHER; service sectors; performance analysis; safety; health; environmental performance; risk; consultancy services; consultants; consultancies; balanced scorecards; ANP; analytical network process; India; comparative evaluation; decision makers; researchers; multi dimensional evaluation; hierarchical forms; determinants; enablers; service dimensions; customers; internal business; innovation; learning; finance; training; testing; overall weightings; weighted service index; added value; managerial implications; business excellence.

DOI: 10.1504/IJBEX.2011.040108

International Journal of Business Excellence, 2011 Vol.4 No.3, pp.321 - 345

Published online: 27 Sep 2014 *

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