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ارائه مدل ارزيابي عملكرد زنجيره تأمین خدمات با رويكرد نگاشت‌شناختي فازی (مورد مطالعه: صنعت بیمه)
عباس رضائی پندری, عادل اذر, الهوردی تقوی, عباس مقبل باعرض****

چکیده

     ارزيابي عملكرد زنجيره تأمین يكي از مهم‌ترين زمينه­هاي بهبود مستمر زنجيره تأمین است. مديريت زنجيره تأمین یکی از استراتژي­هاي رقابتی براي بهبود عملكرد و سودآوري سازمان­ها در محیط نامطمئن و پررقابت عصر حاضر است. با توجه به ويژگي­هاي منحصر‌به‌فرد خدمات كه آن را از بخش توليد متفاوت مي­سازد، محققان و كاربران هنوز به ارزيابي عملكرد زنجيره تأمین خدمات به‌اندازه كافي توجه نکرده‌اند؛ بنابراين، در اين پژوهش برمبناي رويكرد نگاشت‌شناختي فازي، مدلی برای ارزيابي عملكرد زنجیره تأمین خدمات (صنعت بيمه) طراحي شده است. با مصاحبه­های عمیق و نیمه‌ساختاریافته با خبرگان صنعت بيمه، مفاهیم و مؤلفه­های ارزيابي عملكرد زنجيره تأمین خدمات شناسایی و سپس براساس دانش خبرگان، روابط بین مفاهیم درقالب نقشه­های شناخت فازی ترسيم شد. درنهايت، مدل اين پژوهش با بلوك­بندي نقشه ادغامي خبرگان طراحي شد. شاخص­های مربوط به نقشه­های شناختی بیانگر اهمیت زیاد بلوك­هاي راهبردها و كيفيت خدمات زنجيره تأمین است. مدل ارائه‌شده در اين پژوهش ممکن است که مبنايي براي تعالي زنجيره تأمین خدمات شود.

واژگان کلیدی
ارزيابي عملكرد؛ مدیریت زنجیره تأمین خدمات؛ نگاشت‌شناختی فازی؛ صنعت بیمه.

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