INTRODUCTION:

Service is now a key element for the economic growth of modern nations. Under a dynamic global competition environment, to increase service capabilities in the supply chains has become even more vital. For companies operating in emerging markets, the continuous upgrades in client's requests result in a challenging, continuous improvement process in service. In that context, this paper presents a comprehensive method and its informatics tool for improving performance of service supply chains, focusing on the measurement of performance of service suppliers.

METHOD:

Based on a case study in the metallurgical sector, this paper proposes a method for evaluating service suppliers, which was developed from a continuous improvement approach. This hybrid method links the application of strategic tools to a multi-criteria decision analysis to improve performance of service supply chains.

RESULTS:

From a supply chain standpoint, this applied approach is helpful to academics and practitioners who evaluate complex service supplier tasks when operating in emerging markets.

DISCUSSION OR CONCLUSION:

The proposed method provides visibility and transparency related to service suppliers performance to all members of the supply chain. It delivers preventive information about supplier performance, reducing the costs of replacing suppliers with poor performance. Compared to other approaches, the main advantage of the proposed solution is the integration of quantitative and qualitative approaches to continuously improve service measurement.