Designing a Dynamic Model of Banking Services Sustainable Supply Chain Management Using System Dynamics (Case Study: Mehr Iran Bank)

Many service provider organizations have begun redesigning their strategies with a sustainable development approach. On their path toward providing sustainable banking services, banks are focused on redesigning banking services supply chain strategies. Nevertheless, banking services supply chain sustainability policy-making has received less inclusive, holistic and systemic attention. This study modeled and simulated banking services sustainable supply chain management using system dynamics approach in order to identify complexities and propose banking system sustainability policies. To this end, a banking service supply chain dynamic model was designed using data from Mehr Iran Bank, and after validation, simulation was conducted over a 10-year horizon. Considering the behavior of the variables and the sensitivity analysis of the model, some policies were identified in line with banking services supply chain sustainability, including economic, social, and environmental sustainability. Given the findings of the model simulation, the selected integrative policies were as follows: 1. Managing bank expenses through providing organizational agility; 2. Increasing efficiency of customer validation process and bank loan services monitoring; 3. Increasing commission incomes on banking services by allocating resources to development of electronic banking infrastructure; 4. Fulfilling employee empowerment and training programs; 5. Balancing the number of employees based on per capita payroll in a branch; 6. Increasing electronic services in order to improve accessibility to the bank; 7. Properly locating branches and ATMs; and 8. Raising customer awareness and promoting electronic services.