A Fuzzy Cognitive Mapping Model for Service Supply Chains Management Performance Measurement (Case Study: Insurance Industry)

Supply chain performance measurement is one of the most important aspects for the continuous improvement of supply chain management which has been a major component of competitive strategy to enhance organizational productivity and profitability. Due to the unique characteristic of services, which distinguish them from goods, the performance measurement of service supply chains still have not received adequate attention from researchers or practitioners. So, this research based on Fuzzy Cognitive Mapping(FCM) develops a model for service supply chain performance measurement. By helping of in-depth interviews was made by experts of insurance industry in Iran, the concepts and aspects of service supply chain management performance measurement (SSCMPM) were defined and then based upon the knowledge of the experts of this field causal map of SSCPM designed. The model of this research by blocking the Aggregated Map of expert has developed. Indexes of FCM model indicate that supply chain service quality and strategic planning blocks is the most important than others. The SSCPM model developed in this research may be used as a basis for models of service supply chain excellence.