مجله مدیریت تولید و عملیات
سال دوازدهم شماره 4 (پیاپی 27، زمستان 1400)

This paper aims to measure and evaluate the performance of units and branches of banks, especially during the COVID-19 outbreak.

Design/methodology/approach:

 23 bank branches were measured and compared from the perspective of ISO10002:2018 using data envelopment analysis (DEA) based on an additive model with undesirable data. Performance assessment indicators were designed based on ISO 10002:2018 and a balanced scorecard (BSC) in four financial, growth and learning, internal process, and customer dimensions.

The results indicated that among all private banks, 14 banks were inefficient (Iran Zamin, Eghtesad Novin (EN), Ayandeh, Parsian, Pasargad, Middle East, Refah, Mellat, Saderat, Qavamin, Karafarin, Tourism, Saman, Mehr Iran) and the others were efficient (Tejarat, Mehr-e-Eqtesad, Sarmayeh, Shahr, Resalat, Ansar, Mehr Iran, Sina, Day, Hekmat Iranian).

Practical implications:

 The results determined the efficiency level and the change rate in the data (ISO 10002:2018 indicators) for inefficient banks to reach the border of efficiency and to optimize their performance. Such an issue can be used in management and planning to improve the performance of banks.

Originality/value: 

Using customer complaints and customer satisfaction in studying banks' performance can provide better insight into improving the quality of services. Among the various matters in customer complaints, measuring and evaluating the performance of units and branches of banks, especially during the COVID-19 outbreak, via DEA and based on ISO-10002:2018 distinguishes this study from previous studies.

A one-shot device is defined as a unit that can be used only once, and hence the device cannot be used for testing more than once. This paper proposes a new simulation method conducive toward choosing optimum preventive maintenance periods (PMPs) with the assumption that, to data, there is no data available in the meantime to failure of one-shot devices.

Design/methodology/approach: 

In this study, an expert team is selected to determine optimum PMPs for the one-shot devices using ARENA simulation as well as fuzzy TOPSIS. Also, to comparatively evaluate the performance of the proposed approach, composite overwrapped pressure vessels (COPVs) for storing oxygen under high pressure are used as real case studies.

The results particularly underscore the point that the proposed integrated model works most effectively for one-shot devices. This approach can therefore be used by considering fuzzy mean time to failure as well as making and selecting scenarios. Also, for COPVs, the best PMPs are obtained annually.Research limitations/implications: It is worth mentioning that, results are referred to the current case study. Also, results are limited to indices identified and evaluations related to the ARENA simulation approach for the considered time interval.

Practical implications:

 One of the most important management challenges in industrial organizations is the selection of the best PMPs with minimum costs. PMP Analysis in maintenance engineering is a strategy that helps managers for selecting, support, and manage a set of devices.

Originality/value: 

Although numerous studies have been carried out, to the best of our knowledge, no attempt has been made in taking into account fuzzy discrete-event simulation to evaluate PMPs, especially, for one-shot devices. So, this paper can be regarded as the first attempt in this direction.

This study aims to identify the factors affecting the coordination in the humanitarian supply chain and to provide appropriate solutions.

The techniques of Fuzzy Cognitive Mapping, Structural Equation Modeling, and Importance-Performance Analysis were used. A review of the literature and interviews with experts has led to the identification of 18 factors affecting coordination in the humanitarian supply chain, which were divided into five categories of strategic, infrastructure, cultural, process, and financial and non-financial resources.

Factor analysis using Fuzzy Cognitive Mapping (FCM) showed that cultural cohesion and cooperation between partners was identified as the most important element. Also, the interpretive structural model of the main factors showed that the strategic, infrastructural, and cultural factors were at the basic level. In addition, the importance-performance analysis was used in this study, which showed that to achieve better coordination in relief operations, long-term planning, providing efficient, effective, and planned training, as well as mutual learning, should be considered.

A potential practical implication is that actors involved in relief use the provided mechanisms such as operational and strategic planning. Social implications - By building trust and taking cultural considerations into account, it is possible to help better coordinate actors in crisis relief.

One of the important things to improve the efficiency of humanitarian aid logistics operations is to establish coordination between the various partners and stakeholders. For the first time, the factors affecting the coordination in the humanitarian supply chain have been identified and appropriate solutions have been provided in this paper.