فصلنامه علمی کارافن

فصلنامه علمی کارافن

ارائه مدل سازمانی انعطاف پذیری خدمات با رویکرد پویایی سیستم ها

نوع مقاله : مقاله پژوهشی (کاربردی)

نویسندگان
1 عضو هیات علمی گروه علوم انسانی، دانشگاه فنی و حرفه ای، تهران، ایران.
2 دکتری مدیریت صنعتی، گروه علوم انسانی، دانشگاه فنی و حرفه ای، تهران، ایران.
چکیده
آنچه در دنیای امروزی بقا سازمان‌ها را تضمین می‌کند میزان موفقیت در برآورده‌سازی نیازها و خواسته‌های مشتریان می‌باشد و این امر میسر نیست، جز از طریق انعطاف‌پذیری محصولات و خدمات و همچنین طراحی سیستم‌هایی برای ایجاد انعطاف‌پذیری در ارائه کالا و خدمت. انعطاف‌پذیری خدمات یکی از مهم‌ترین و تأثیرگذارترین عامل‌های موفقیت سازمان‌ها و شرکت‌های امروزی می‌باشد. هدف پژوهش حاضر ارائه الگویی جهت تشخیص عوامل تأثیرگذار بر انعطاف‌پذیری خدمات و تشخیص چگونگی رفتار این عوامل در مؤسسات مالی است. بدین جهت، شاخص‌های اصلی مؤثر بر عملکرد خدمات سازمان از ادبیات پژوهش استخراج گردید سپس با استفاده از نظرات افراد خبره روابط و میزان تأثیرگذاری هریک از این متغیرها تعیین گردید که از آنها به عنوان ورودی در ساخت مدل شبیه‌سازی استفاده شد. در مرحلۀ شبیه‌سازی دیاگرام جریان با استفاده از نرم­افزار و نسیم ترسیم شد و آزمون‌های اعتبارسنجی مدل نیز انجام شد. در نهایت نیز الگوی اثربخشی انعطاف‌پذیری در خدمات ارائه شد که با توجه به دیاگرام جریان و سناریوهای مطرح شده، مشخص شد در بازۀ زمانی مورد مطالعه میزان انعطاف‌پذیری خدمات از طریق سناریو پیشنهادی به میزان تقریبی 14 درصد افزایش داشته است. نتایج به‌دست آمده از این پژوهش می‌تواند مبنایی برای تبیین راهبردهای انعطاف‌پذیری خدمات در سایر مؤسسات مالی قرار بگیرد.
کلیدواژه‌ها
موضوعات

عنوان مقاله English

Presenting an Organizational Model of Service Flexibility: Systems Dynamics Approach

نویسندگان English

Kamran Rahimi 1
Alireza Agha gholizadeh sayar 2
1 Faculty Member, Department of Humanities, Technical and Vocational University (TVU), Tehran, Iran.
2 PhD of Industrial Management, Department of Humanities, Technical and Vocational University (TVU), Tehran, Iran.
چکیده English

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 was 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 an 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 to be 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. According to the flow diagram and the proposed scenarios, it was found that in the studied time period, the flexibility of services 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.

کلیدواژه‌ها English

System Dynamics
Service Flexibility
Simulation
Optimization
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دوره 21، شماره 3
فنی و مهندسی
پاییز 1403
صفحه 111-129

  • تاریخ دریافت 22 مهر 1402
  • تاریخ بازنگری 09 دی 1402
  • تاریخ پذیرش 01 بهمن 1402