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HİZMET TEDARİK ZİNCİRLERİNDE KAMÇI ETKİSİNE NEDEN OLAN FAKTÖRLERİN BELİRLENMESİ

Year 2021, Volume: 3 Issue: 1, 30 - 45, 30.05.2021

Erdinc Koc

Abstract

Bu çalışmada pür hizmet tedarik zinciri ve ürün-hizmet tedarik zincirlerinde kamçı etkisini oluşturan nedenlerin belirlenmesi amaçlanmıştır. Çalışmada nitel araştırma yöntemleri kullanılmıştır. Pür hizmet tedarik zinciri ve ürün-hizmet tedarik zincirlerinden seçilen iki işletme yöneticisiyle yarı yapılandırılmış görüşme gerçekleştirilmiştir. Görüşmelerle birlikte işletmelerde kamçı etkisi oluşturabileceği düşünülen diğer veriler alınarak nitel analize tabii tutulmuştur. Personel yetersizliği hem pür hizmet tedarik zincirinde hem de ürün-hizmet tedarik zincirinde kamçı etkisinin ana nedenlerinin ilki olarak gösterilmektedir. Her ne kadar bu faktör iki tedarik zinciri için örtüşse de diğer faktörler tedarik zincirlerine göre farklı önem seviyelerine sahiptir. Çalışmada hizmet sektöründe kamçı etkisini oluşturan içsel nedenler üzerinde durulmuştur. İç etkenlerin ise en çok karşılaşılan durumdan en az karşılaşılan duruma göre sıralaması şöyledir: personel yetersizliği ve birikmiş işler (kapasite ve yetenek problemleri), personel eğitimsizliği (müşteri ilişkileri yönetimi), bilgi paylaşımı, özellikle süreç iyileştirmede çalışmalarında yönetim eksikliği.

Keywords

Tedarik Zinciri Hizmet Hizmet Tedarik Zinciri Kamçı Etkisi

References

  • Adam, M., Wessel, M., ve Benlian, A. (2020). AI-Based Chatbots in Customer Service and Their Effects on User Compliance. Electronic Markets, https://doi.org/10.1007/s12525-020-00414-7
  • Akkermans, H., ve Voss, C. (2013). The Service Bullwhip Effect. International Journal of Operations and Production Management, 33(6), 765–788. https://doi.org/10.1108/IJOPM-10-2012-0402
  • Baltacioglu, T., Ada, E., Kaplan, M. D., Yurt, O., ve Kaplan, Y. C. (2007). A New Framework for Service Supply Chains. Service Industries Journal, 27(2), 105–124. https://doi.org/10.1080/02642060601122629
  • Bolarin, F. C., Frutos, A. G., ve Lisec, A. (2011). Assesing the Impact of Prices Fluctuation on Demand Distortion within a Multi-Echelon Supply Chain. Distribution Logistics Review, 23(2), 131–140.
  • Cannella, S., ve Ciancimino, E. (2010). On the Bullwhip Avoidance Phase: Supply Chain Collaboration and Order Smoothing. International Journal of Production Research, 48(22), 6739–6776. https://doi.org/10.1080/00207540903252308
  • Chen, F., Drezner, Z., Ryan, J. K., ve Simchi-Levi, D. (2000). Quantifying the Bullwhip Effect in a Simple Supply Chain: The Impact of Forecasting, Lead times, and Information. Management Science, 46(3), 436–443. https://doi.org/10.1287/mnsc.46.3.436.12069
  • Choudhury, T. T., Paul, S. K., Rahman, H. F., Jia, Z., ve Shukla, N. (2020). A Systematic Literature Review on the Service Supply Chain: Research Agenda and Future Research directions. Production Planning and Control, 0(0), 1–22. https://doi.org/10.1080/09537287.2019.1709132
  • Deif, A. M., ve Elmaraghy, H. A. (2010). Modelling and Analysis of Dynamic Capacity Complexity in Multi-stage Production. Journal of Production, Planning ve Control, 20(8), 737–749. https://doi.org/10.1080/09537280903119072
  • Dejonckheere, J., Disney, S. M., Lambrecht, M. R., ve Towill, D. R. (2003). Measuring and Avoiding the Bullwhip Effect: A Control Theoretic Approach. European Journal of Operational Research, 147(3), 567–590. https://doi.org/10.1016/S0377-2217(02)00369-7
  • Dey, I. (1993). Qualitative data analysis. Routledge.
  • Disney, S M, ve Towill, D. R. (2003). On the Bullwhip and Inventory Variance Produced by an Ordering Policy. Omega, 31, 157–167. https://doi.org/10.1016/S0305-0483(03)00028-8
  • Disney, Stephen M., ve Lambrecht, M. R. (2007). On Replenishment Rules, Forecasting, and the Bullwhip Effect in Supply Chains. Hanover: Now Publishers.
  • Ellram, L. M., Tate, W. L., ve Billington, C. (2004). Understanding and Managing the Services Supply Chain. The Journal of Supply Chain Management, 40(3), 17–32.
  • Gonçalves, P., ve Sterman, J. (2005). The impact of Endogenous Demand on Push –Pull Production Systems, (April 2004), 187–216. https://doi.org/10.1002/sdr.318
  • Holland, W., ve Sodhi, M. S. (2004). Quantifying the Effect of Batch Size and Order Errors on the Bullwhip Effect Using Simulation. Internation Journal of Logistics Research and Applications, 7(3), 251–261. https://doi.org/10.1080/13675560412331298518
  • Hussain, M., ve Saber, H. (2012). Exploring the Bullwhip Effect Using Simulation and Taguchi Experimental Design. International Journal of Logistics Research and Applications, 15(4), 231–249. https://doi.org/10.1080/13675567.2012.710599
  • Kelepouris, T., Miliotis, P., ve Pramatari, K. (2008). The Impact of Replenishment Parameters and Information Sharing on the Bullwhip Effect : A computational Study. Computers ve Operations Research, 35, 3657–3670. https://doi.org/10.1016/j.cor.2007.04.004
  • Kim, I., ve Springer, M. (2008). Measuring Endogenous Supply Chain Volatility : Beyond the Bullwhip Effect. European Journal of Operational Research, 189, 172–193. https://doi.org/10.1016/j.ejor.2007.05.012
  • Lee, H. L., Padmanabhan, V., ve Whang, S. (1997). The Bullwhip Effect in Supply Chains. Sloan Management Review, 38(3), 93–102. https://doi.org/10.1016/S0272-6963(96)00098-8
  • Liao, T. W., ve Chang, P. C. (2010). Int . J . Production Economics Impacts of Forecast , Inventory Policy , and Lead Time on Supply Chain Inventory: A numerical study. Interational Journal of Production Economics, 128(2), 527–537. https://doi.org/10.1016/j.ijpe.2010.07.002
  • Lotfi, Z., Mukhtar, M., Sahran, S., ve Zadeh, A. T. (2013). Information Sharing in Supply Chain Management. Procedia Technology, 11, 298–304. https://doi.org/10.1016/j.protcy.2013.12.194
  • Odonnell, T., Maguire, L., Mcivor, R. T., ve Humphreys, P. (2006). Minimising the Bullwhip Effect in a Supply Chain using Genetic Algorithms. International Journal of Production Research, 44(8), 1523–1543.
  • Shahin, A. (2010). SSCM: Service Supply Chain Management. International Journal of Logistics Systems and Management, 6(1), 60–75. https://doi.org/10.1504/IJLSM.2010.029721
  • Subaşı, M., ve Okumuş, K. (2017). Bir Araştırma Yöntemi Olarak Durum Çalışması. Atatürk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 21(2), 419–426.
  • Sucky, E. (2009). The bullwhip Effect in Supply Chains-An Overestimated Problem? International Journal of Production Economics, 118(1), 311–322. https://doi.org/10.1016/j.ijpe.2008.08.035
  • Wang, X., ve Disney, S. M. (2016). The Bullwhip Effect: Progress, Trends and Directions. European Journal of Operational Research, 250(3), 691–701. https://doi.org/10.1016/j.ejor.2015.07.022
  • Wang, Y., Wallace, S. W., Shen, B., ve Choi, T. (2015). Service Supply Chain Management : A Review of Operational Models. European Journal of Operational Research, 247(3), 685–698. https://doi.org/10.1016/j.ejor.2015.05.053
  • Wright, D., ve Yuan, X. (2008). Mitigating the Bullwhip Effect by Ordering Policies and Forecasting Methods. International Journal of Production Economics, 113, 587–597. https://doi.org/10.1016/j.ijpe.2007.10.022
  • Zhang, R., ve Chen, H. (2015). A Review of Service Supply Chain and Future Prospects. Journal of Service Science and Management, 08(04), 485–495. https://doi.org/10.4236/jssm.2015.84049

DETERMINING THE FACTORS THAT CAUSE THE BULLWHIP EFFECT IN THE SERVICE SUPPLY CHAIN

Year 2021, Volume: 3 Issue: 1, 30 - 45, 30.05.2021

Erdinc Koc

Abstract

The aim of the study is to determine the causes of the bullwhip effect in pure and product-service supply chains. Qualitative research methods were used in the study. Semi-structured meetings were held with two business managers selected from pure service supply chain and product-service supply chains. With the interviews, other data that are thought to create a bullwhip effect in the enterprises were taken and subjected to qualitative analysis. Personnel shortage is shown as the first of the main reasons for the bullwhip effect in both the pure service supply chain and the product-service supply chain. Although this factor overlaps for the two supply chains, other factors have different levels of importance according to supply chains. In the study, the internal reasons that create the bullwhip effect in the service sector are focused on. The ranking of internal factors from the most common to the least encountered situation is as follows: lack of personnel and backlogs (capacity and skill problems), lack of training (customer relations management), information sharing, lack of management, especially in process improvement works.

Keywords

Supply Chain Service Service Supply Chain Bullwhip Effect

References

  • Adam, M., Wessel, M., ve Benlian, A. (2020). AI-Based Chatbots in Customer Service and Their Effects on User Compliance. Electronic Markets, https://doi.org/10.1007/s12525-020-00414-7
  • Akkermans, H., ve Voss, C. (2013). The Service Bullwhip Effect. International Journal of Operations and Production Management, 33(6), 765–788. https://doi.org/10.1108/IJOPM-10-2012-0402
  • Baltacioglu, T., Ada, E., Kaplan, M. D., Yurt, O., ve Kaplan, Y. C. (2007). A New Framework for Service Supply Chains. Service Industries Journal, 27(2), 105–124. https://doi.org/10.1080/02642060601122629
  • Bolarin, F. C., Frutos, A. G., ve Lisec, A. (2011). Assesing the Impact of Prices Fluctuation on Demand Distortion within a Multi-Echelon Supply Chain. Distribution Logistics Review, 23(2), 131–140.
  • Cannella, S., ve Ciancimino, E. (2010). On the Bullwhip Avoidance Phase: Supply Chain Collaboration and Order Smoothing. International Journal of Production Research, 48(22), 6739–6776. https://doi.org/10.1080/00207540903252308
  • Chen, F., Drezner, Z., Ryan, J. K., ve Simchi-Levi, D. (2000). Quantifying the Bullwhip Effect in a Simple Supply Chain: The Impact of Forecasting, Lead times, and Information. Management Science, 46(3), 436–443. https://doi.org/10.1287/mnsc.46.3.436.12069
  • Choudhury, T. T., Paul, S. K., Rahman, H. F., Jia, Z., ve Shukla, N. (2020). A Systematic Literature Review on the Service Supply Chain: Research Agenda and Future Research directions. Production Planning and Control, 0(0), 1–22. https://doi.org/10.1080/09537287.2019.1709132
  • Deif, A. M., ve Elmaraghy, H. A. (2010). Modelling and Analysis of Dynamic Capacity Complexity in Multi-stage Production. Journal of Production, Planning ve Control, 20(8), 737–749. https://doi.org/10.1080/09537280903119072
  • Dejonckheere, J., Disney, S. M., Lambrecht, M. R., ve Towill, D. R. (2003). Measuring and Avoiding the Bullwhip Effect: A Control Theoretic Approach. European Journal of Operational Research, 147(3), 567–590. https://doi.org/10.1016/S0377-2217(02)00369-7
  • Dey, I. (1993). Qualitative data analysis. Routledge.
  • Disney, S M, ve Towill, D. R. (2003). On the Bullwhip and Inventory Variance Produced by an Ordering Policy. Omega, 31, 157–167. https://doi.org/10.1016/S0305-0483(03)00028-8
  • Disney, Stephen M., ve Lambrecht, M. R. (2007). On Replenishment Rules, Forecasting, and the Bullwhip Effect in Supply Chains. Hanover: Now Publishers.
  • Ellram, L. M., Tate, W. L., ve Billington, C. (2004). Understanding and Managing the Services Supply Chain. The Journal of Supply Chain Management, 40(3), 17–32.
  • Gonçalves, P., ve Sterman, J. (2005). The impact of Endogenous Demand on Push –Pull Production Systems, (April 2004), 187–216. https://doi.org/10.1002/sdr.318
  • Holland, W., ve Sodhi, M. S. (2004). Quantifying the Effect of Batch Size and Order Errors on the Bullwhip Effect Using Simulation. Internation Journal of Logistics Research and Applications, 7(3), 251–261. https://doi.org/10.1080/13675560412331298518
  • Hussain, M., ve Saber, H. (2012). Exploring the Bullwhip Effect Using Simulation and Taguchi Experimental Design. International Journal of Logistics Research and Applications, 15(4), 231–249. https://doi.org/10.1080/13675567.2012.710599
  • Kelepouris, T., Miliotis, P., ve Pramatari, K. (2008). The Impact of Replenishment Parameters and Information Sharing on the Bullwhip Effect : A computational Study. Computers ve Operations Research, 35, 3657–3670. https://doi.org/10.1016/j.cor.2007.04.004
  • Kim, I., ve Springer, M. (2008). Measuring Endogenous Supply Chain Volatility : Beyond the Bullwhip Effect. European Journal of Operational Research, 189, 172–193. https://doi.org/10.1016/j.ejor.2007.05.012
  • Lee, H. L., Padmanabhan, V., ve Whang, S. (1997). The Bullwhip Effect in Supply Chains. Sloan Management Review, 38(3), 93–102. https://doi.org/10.1016/S0272-6963(96)00098-8
  • Liao, T. W., ve Chang, P. C. (2010). Int . J . Production Economics Impacts of Forecast , Inventory Policy , and Lead Time on Supply Chain Inventory: A numerical study. Interational Journal of Production Economics, 128(2), 527–537. https://doi.org/10.1016/j.ijpe.2010.07.002
  • Lotfi, Z., Mukhtar, M., Sahran, S., ve Zadeh, A. T. (2013). Information Sharing in Supply Chain Management. Procedia Technology, 11, 298–304. https://doi.org/10.1016/j.protcy.2013.12.194
  • Odonnell, T., Maguire, L., Mcivor, R. T., ve Humphreys, P. (2006). Minimising the Bullwhip Effect in a Supply Chain using Genetic Algorithms. International Journal of Production Research, 44(8), 1523–1543.
  • Shahin, A. (2010). SSCM: Service Supply Chain Management. International Journal of Logistics Systems and Management, 6(1), 60–75. https://doi.org/10.1504/IJLSM.2010.029721
  • Subaşı, M., ve Okumuş, K. (2017). Bir Araştırma Yöntemi Olarak Durum Çalışması. Atatürk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 21(2), 419–426.
  • Sucky, E. (2009). The bullwhip Effect in Supply Chains-An Overestimated Problem? International Journal of Production Economics, 118(1), 311–322. https://doi.org/10.1016/j.ijpe.2008.08.035
  • Wang, X., ve Disney, S. M. (2016). The Bullwhip Effect: Progress, Trends and Directions. European Journal of Operational Research, 250(3), 691–701. https://doi.org/10.1016/j.ejor.2015.07.022
  • Wang, Y., Wallace, S. W., Shen, B., ve Choi, T. (2015). Service Supply Chain Management : A Review of Operational Models. European Journal of Operational Research, 247(3), 685–698. https://doi.org/10.1016/j.ejor.2015.05.053
  • Wright, D., ve Yuan, X. (2008). Mitigating the Bullwhip Effect by Ordering Policies and Forecasting Methods. International Journal of Production Economics, 113, 587–597. https://doi.org/10.1016/j.ijpe.2007.10.022
  • Zhang, R., ve Chen, H. (2015). A Review of Service Supply Chain and Future Prospects. Journal of Service Science and Management, 08(04), 485–495. https://doi.org/10.4236/jssm.2015.84049
There are 29 citations in total.

Details

Primary Language Turkish
Subjects Business Administration
Journal Section Articles
Authors

Erdinc Koc 0000-0002-8209-5714

Publication Date May 30, 2021
Submission Date March 2, 2021
Acceptance Date March 24, 2021
Published in Issue Year 2021 Volume: 3 Issue: 1

Cite

APA Koc, E. (2021). HİZMET TEDARİK ZİNCİRLERİNDE KAMÇI ETKİSİNE NEDEN OLAN FAKTÖRLERİN BELİRLENMESİ. Gaziantep Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 3(1), 30-45.
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