Iran Center for Management StudiesJournal of Industrial Engineering and Management Studies2476-308X5120180601Investigating causal linkages and strategic mapping in the balanced scorecard: A case study approach in the banking industry sector1256650010.22116/jiems.2018.66500ENSorour FarokhiDepartment of Industrial Engineering, Faculty of Engineering, Islamic Azad University, North Tehran Branch, Tehran, Iran.Emad RoghanianDepartment of Industrial Engineering, K.N. Toosi University of Technology, Tehran, Iran.Yaser SamimiDepartment of Industrial Engineering, K.N. Toosi University of Technology, Tehran, Iran.Journal Article20170917One of the main challenges of strategic management is implementing the strategies. Designing the strategy map in Balanced Scorecard framework to determine the causality between strategic objectives is one of the most important issues in implementing the strategies. In designing the strategy map with intuition and judgment, the link between strategic objectives is not clear and it is not obvious which strategic objectives are related and influenced each other. Hence, it is essential to offer a quantitative and accurate method to design the strategy map and clarify these relationships. In this paper, after reviewing the methods for determining the causal relationships among BSC perspectives in the literature, a framework on the basis of historical data analysis and multi-response surface regression analysis is offered to determine causal relationships among strategic objectives with respect to data of key performance measures of past years in order to obtain the coefficients and equations that can be used in the prediction of the responses. Using statistically significant models, the correlations between the factors and several responses were acquired. The presented quantitative approach is useful for determining the causal relationships resulting in an accurate strategy map and is a supporting approach for improving decision makers’ opinions and enabling them to reach a more accurate picture of the relationships. This research also presents a case study to demonstrate the applicability of the proposed approach. The application and implication of the proposed method in a real case show that the contributions of the research are not only theoretical but practical as well. The strategy map constructed in this study can also serve as a reference point for similar businesses.https://jiems.icms.ac.ir/article_66500_c594ee6e55ba565a02d917e57e5e14a5.pdfIran Center for Management StudiesJournal of Industrial Engineering and Management Studies2476-308X5120180601A multi-objective optimization model for locating the distribution warehouses in the logistic network supply chain: A case study of Bonny Chow Co.26426650210.22116/jiems.2018.66502ENSomaye RamezaniDepartment of Industrial Engineering, Najafabad Branch, Islamic Azad University, Najafabad, Iran.Katayuon NaderiDepartment of Industrial Engineering, Najafabad Branch, Islamic Azad University, Najafabad, Iran.Journal Article20180328Today, in the existing competitive market, proper management of the supply chain has attracted a lot of attention to increasing profitability and customer satisfaction. Managers and decision-makers may use policies to survive in this situation, but a desirable outcome will only come when a precise and comprehensive model is used. Therefore, a detailed design and systematic planning of the supply chain seems necessary with all levels and units in order to increase the efficiency of the entire supply chain. In this research, two main objectives will be considered using multi-objective optimization methods. The first goal is to minimize the total cost of locating the warehouses in the supply chain, and the second goal is to maximize the level of customer satisfaction and service level of Bonny Chow Company. Computational results show the acceptable performance of the proposed method on a set of real-sized instances and demonstrate its efficiency in solving generated scenarios.https://jiems.icms.ac.ir/article_66502_fe4fd7895d9b397ff3dab50f49313320.pdfIran Center for Management StudiesJournal of Industrial Engineering and Management Studies2476-308X5120180601A novel radial super-efficiency DEA model handling negative data43656650410.22116/jiems.2018.66504ENElnaz BabazadehDepartment of Applied Mathematics
Azarbaijan Shahid Madani University, Tabriz, Iran.Jafar PourmahmoudDepartment of Applied Mathematics
Azarbaijan Shahid Madani University, Tabriz, Iran.Journal Article20180102Super-efficiency model in the presence of negative data is a relatively neglected issue in the DEA field. The existing super-efficiency models have some shortcomings in practice. In this paper, a novel VRS radial super-efficiency DEA model based on Directional Distance Function (DDF) is proposed to provide a complete ranking order of units (including efficient and inefficient ones). The proposed model is feasible no matter whether data are non-negative or not. This model shows more reliability on differentiating efficient units from inefficient ones via a new bounded super-efficiency measure. It can project each unit onto the super-efficiency frontier along a new non-negative direction and produce improved targets for inefficient units. The model overcomes the infeasibility issues occur in Nerlove–Luenberger supper-efficiency model. The proposed model conveys good properties such as monotonicity, unit invariance and translation invariance. Apart from numerical examples, an empirical study in bank sector demonstrates the superiority of the proposed model.https://jiems.icms.ac.ir/article_66504_8bb6f0bb507b0876088cc529494ab9de.pdfIran Center for Management StudiesJournal of Industrial Engineering and Management Studies2476-308X5120180601Developing customer relationship management (CRM) processes using standard frameworks and MCDM techniques66846650510.22116/jiems.2018.66505ENSaeid EmamgholizadehShomal university, Amol, Iran.Ahmad Jafarzadeh AfshariShomal university, Amol, Iran.Maryam Shabani BahmandShomal university, Amol, Iran.Journal Article20180117Organizations have found that functional approach to business destroys flexibility and agility by gaining experience over the time. The main weakness with Task-based organizations is that they can hardly act flexibly and adapt themselves to the changing environment. In today’s' dynamic and competitive business world, organizations focus significantly on managing and improving their business processes. Therefore, nowadays to be survived and successful, certainly, the process approach must be followed. In addition, organizations having such improvement and innovations are looking to create organizational wealth. In this regard, the present study is trying to identify and describe processes from reputable reference models in Customer Relationship Management (CRM) and more importantly to design and streamline CRM processes effectively for organizations in order to improve processes and offer value to customers. In this paper, first, by identifying and explaining CRM reference models, three models were selected based on five criteria (flexibility, Understandability, comprehensiveness, Completeness, and Usability) using Analytic Hierarchy Process (AHP) technique which is relative as follow: SAP, CCOR & PCF. Then, the processes of the three models were extracted and gathered in a comprehensive list to offer a united framework to design CRM processes. Finally, a case study will show the applicability of the proposed model. With this paper, we enrich research by a valuable process framework for developing well-designed reference models.https://jiems.icms.ac.ir/article_66505_3273b8a3997451ae7480e82cb7fc7a18.pdfIran Center for Management StudiesJournal of Industrial Engineering and Management Studies2476-308X5120180601A statistical analysis framework for bus reliability evaluation based on AVL data: A case study of Qazvin, Iran851056650610.22116/jiems.2018.66506ENAmir AlbadviFaculty of Industrial and Systems Engineering, Tarbiat Modares University, Tehran, Iran.Hossein HashemiFaculty of Industrial and Systems Engineering, Tarbiat Modares University, Tehran, Iran.Mohammad Reza Amin-NaseriFaculty of Industrial and Systems Engineering, Tarbiat Modares University, Tehran, Iran.Babak TeimourpourFaculty of Industrial and Systems Engineering, Tarbiat Modares University, Tehran, Iran.Journal Article20180317Reliability is a fundamental factor in the operation of bus transportation systems for the reason that it signifies a straight indicator of the quality of service and operator’s costs. Todays, the application of GPS technology in bus systems provides big data availability, though it brings the difficulties of data preprocessing in a methodical approach. In this study, the principal component analysis is utilized to systematically assess the reliability indicators based on automatic vehicle location (AVL) data. In addition, the significant reliability indicators affecting the bus reliability are identified using a statistical analysis framework. The proposed bus reliability assessment framework can be applied to each bus route or a complete network. The proposed methodology has been validated using computational experiments on real-world AVL datasets extracted from the bus system in Qazvin, Iran. The analysis indicates that 1) on-time performance, 2) headway regularity, 3) standard deviation of the travel time of the buses, and 4) 50<sup>th</sup> percentile travel time are key indicators the reliability of bus services. The potential of the proposed methodology is discussed to provide insights for bus operators. Using the proposed approach in the article, the desirable reliability status of bus lines is identifiable from the point of view of key stakeholders, and the ways to improve reliability can be more clearly defined.https://jiems.icms.ac.ir/article_66506_4309b8eb2e068f2798063f9ea98c35fb.pdfIran Center for Management StudiesJournal of Industrial Engineering and Management Studies2476-308X5120180601A realistic perish ability inventory management for location-inventory-routing problem based on Genetic Algorithm1061216650710.22116/jiems.2018.66507ENMohammad Bagher FakhrzadYazd University, Industrial Engineering Dep. , Yazd, Iran.0000-0001-8918-8588Zahra AlidoostiYazd University, Industrial Engineering Dep. , Yazd, Iran.Journal Article20171105In this paper, it was an attempt to be present a practical perishability inventory model. The proposed model adds using spoilage of products and variable prices within a time period to a recently published location-inventory-routing model in order to make it more realistic. Aforementioned model by integration of strategic, tactical and operational level decisions produces better results for supply chains. Due to the NP-hard nature of this model, a genetic algorithm with unique chromosome representation is used to achieve the optimal solution and reasonable time. Finally, the analysis is carried out to verify the effectiveness of the algorithm with and without considering the cost of spoiled products.https://jiems.icms.ac.ir/article_66507_7f01a76eee7deb2f9793a3b866c9e345.pdf