Presenting an organizational model of service flexibility: systems dynamics approach

Articles in Press

Document Type : Original Article

Authors

1 Member of the Faculty of Human Sciences, Technical and Vocational University, Tehran, Iran

2 TVU

10.48301/kssa.2024.420660.2729

Abstract

What guarantees the survival of organizations in today's world is the degree of success in meeting the needs and demands of customers, and this is not possible except through the flexibility of products and services, as well as the design of systems to create flexibility in providing goods and services. Service flexibility is one of the most important and influential success factors of today's organizations and companies. The purpose of this research is to provide a model to identify the factors affecting the flexibility of services and to identify how these factors behave in financial institutions. Therefore, the main indicators affecting the performance of the organization's services were extracted from the research literature, then using the opinions of experts, the relationships and the effectiveness of each of these variables were determined, which were used as input in building the simulation model. In the simulation stage, the flow diagram was drawn using Vensim software. Finally the model of the effectiveness of flexibility in services was presented, which according to the flow diagram and the proposed scenarios, it was found that in the studied time period, the flexibility of services has increased by approximately 14% through the proposed scenario. The results obtained from this research can be a basis for explaining service flexibility strategies in other financial institutions.

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Main Subjects

Karafan Quarterly Scientific Journal

Articles in Press, Accepted Manuscript
Available Online from 27 January 2024

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History

  • Receive Date: 14 October 2023
  • Revise Date: 30 December 2023
  • Accept Date: 21 January 2024

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