1、1550 英文 单词， 9000 英文字符， 2680 汉字 出处： Susano R, Jaca C, Puga-Leal R. Lean Services: An Approach for Supply Chains Based on the Gaps Model of Service QualityM/ Proceedings of the Eighth International Conference on Management Science and Engineering Management. 2014:533-539. Chapter 46 Lean Services: An
2、Approach for Supply Chains Based on the Gaps Model of Service Quality Raul Susano, Carmen Jaca and Rogrio Puga-Leal Abstract Supply Chains (SC) encompass interfaces where several interactions occur, notably with flows of services, products and information. Services play a major role in modern econom
3、ies and its provision is widespread along the supply chain. This piece of research utilizes the Gaps Model of Service Quality, which is based on the disconfirmation paradigm, and relates it with lean principles of waste from a sup- ply chain perspective. The Gaps Model analyses several gaps that mig
4、ht occur within organizations, leading to discrepancies between expected service and perceived service. A methodology is proposed for assessing the internal failures contributing to each gap of the original model. A second stage includes an approach inspired on QFDs (Quality Function Deployment) mat
5、rices, envisaging a joint analysis of gaps structure and supply chains failures, what allows computing the importance of each failure from a service quality perspective. Furthermore, these failures can be associated to lean wastes, thus providing a framework for “leanliness” assessment. A simplified
6、 example for a generic supply chain is also presented. Keywords： Service quality Gaps model Lean Supply chain 46.1 Introduction Organizations within supply chains are facing increasing competition, which led them to act together in search for better efficiency in their processes 1. On the other hand, it is interesting noticing that achieving process efficiency could be harder for organizations providing a larger variety of services, which frequently increases the utilization of
