A Hybrid Method for Measuring Service Supply Chain Performance Management in IT Service Providers

Abstract

Despite the increasing development of research in the service supply chain, the IT service supply chain measurements have not grown proportionally. In this paper, based on a survey the key indicators in the IT service supply chain and ranking them, a new hybrid method for measuring the supply chain performance in IT service providers is presented. IT services are examined in three subcategories: Customer Relationship Management (CRM), Supplier Relationship Management (SRM) and Mutual Trust. In this method, comparative vectors in the high dimension space using the AHP method are developed from relationships between effective IT service supply chain factors and the Kernel LS-SVM method is presented for outranking. The Kernel LS-SVM method allows the presentation of mean surface and provides a hyperplane for outranking. The result shows that knowledge and skills, management information system, security service management system, ability to communicate effectively with the customer, ability to establish effective relationships with suppliers, performance of provided services and customer response time, criteria are the highest importance among 112 examined indicators and More attention to them caused an significant increase in quality of measuring the performance of companies

Keywords

• service supply chain
• performance measurement (sscpm)
• kernels svm
• ranking ahp information
• technology service