Process-oriented improvement: a modern look at drawing the organizational progress roadmap

PurposeIn Iran, the Bank A is one of the largest and most effective banks of the banking network. The continued success of Bank A in improving the economic level of the country and satisfying the customers depends on recognizing all banking activities and processes in the form of supply chain and pe...

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Bibliographic Details
Published in:International journal of productivity and performance management 2021-02, Vol.70 (3), p.567-591
Main Authors: Naser SadrAbadi, Alireza, Zanjirchi, Seyed Mahmood, Jalilian, Negar
Format: Article
Language:English
Subjects:
Banking
Banking industry
Competition
Competitive advantage
Costs
Customer satisfaction
Customer services
Descriptive research
Economic concentration
Economic growth
Financial institutions
GDP
Gross Domestic Product
Industrialized nations
Information management
Inventory control
Manufacturing
Marketing
Public relations
Risk management
Service industries
Strategic management
Suppliers
Supply chain management
Supply chains
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Summary:PurposeIn Iran, the Bank A is one of the largest and most effective banks of the banking network. The continued success of Bank A in improving the economic level of the country and satisfying the customers depends on recognizing all banking activities and processes in the form of supply chain and performing the necessary managerial acts in order to enhance the relevant processes. In this regard, the present study aimed to improve the most effective processes of banking services supply chain of Bank A in Iran.Design/methodology/approachThe present study was applied and descriptive. Research population included the heads, deputies and active experts in Bank A, who were selected through judgmental and saturation sampling methods to complete the questionnaire and participate in interviews and conference sessions. Regarding to aim of study, the integrated approach of intuitionistic fuzzy based DEMATEL-ISM was used.FindingsAccording to the results, the processes of product delivery, information technology management, public relations and advertising management, risk management, and marketing and sales management exerted the most impacts on other processes in the supply chain. Finally, after designing a process improvement path, solutions were presented to improve the most effective processes.Originality/valueIn this research, efforts were dedicated to the recognition of the major processes of the services supply chain of Bank A, designing the process framework of the bank and improving the prioritized processes by evaluating the causal relations that exist among the processes of the services supply chain.
ISSN:1741-0401
1758-6658
DOI:10.1108/IJPPM-08-2019-0385