Presenting an Organizational Model of Service Flexibility: Systems Dynamics Approach

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.