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The IUP Journal of Supply Chain Management
ISSN: 0972-9267
A ‘peer reviewed’ journal indexed on Cabell’s Directory,
and also distributed by EBSCO and Proquest Database

March'18

Previous Issues

The IUP Journal of Supply Chain Management is a quarterly journal that focuses on purchasing, manufacturing, 3PL, e-procurement, e-manufacturing, reverse supply chain inventory, warehousing, planning and forecasting, collaborative commerce and e-fulfillment. The aim of the journal is to share and disseminate knowledge in the field of supply chain management among practising managers and academicians.

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  • Purchasing
  • Manufacturing
  • 3PL
  • E-Procurement
  • E-Manufacturing
  • Reverse Supply Chain Inventory
  • Warehousing
  • Planning & Forecasting
  • Collaborative Commerce
  • E-Fulfillment
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Service Quality Models: A Critical Analysis About Their Relevance to Supply Chains of Small-Medium Manufacturing Units
Green Supply Chain Management: A Necessity for Sustainable Development
Synthesis of a New Service Classification Matrix in the Digital Era for Innovation and Delivery Based on Current Service Taxonomy
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Contents
(March 2018)

Service Quality Models: A Critical Analysis About Their Relevance to Supply Chains of Small-Medium Manufacturing Units

--Surjit Kumar Gandhi, Anish Sachdeva and Ajay Gupta

The present paper attempts to review 28 popular service quality models in the light of ever changing industrial scenario and analyze them for suitability/need for modifications in the context of small-medium manufacturing units. The study is of immense importance as it provides clear-cut information about the sequential evolution of various service quality measurement models bearing relevance to the manufacturing sector. The review of 28 service quality models evolved from 1984 to 2018 coupled with focus group discussion with academicians, industry professionals and SME consultants revealed that PZB’s SERVQUAL model (using perception scale only) in conjunction with Carr’s FAIRSERV model will be a befitting yardstick for evaluating service quality at various echelons in the supply chains of manufacturing units under study. The paper also provides a valuable insight into service quality measurement in a previously ignored sector—small and medium manufacturing units—and offers directions for future research.

Article Price : Rs.50

Green Supply Chain Management: A Necessity for Sustainable Development

--Deepti Verma, Ruchi V Dixit and Krishanveer Singh

Deteriorating environmental quality is harming the planet, people and profit, which are the key elements of triple bottom line. Today, business organizations have understood the necessity of Green Supply Chain Management (GSCM) for environmental protection and have started practicing it. Integration of Supply Chain Management (SCM) with environment through green procurement, green manufacturing, green design and information system, green packaging, green logistics and distribution and reverse logistics results in the generation of innovation towards sustainability. It also minimizes and eliminates wastage like solid waste, carbon emissions, hazardous chemicals, thus ensuring maximized consumer satisfaction and healthy profits. In this study, an extensive review of literature on GSCM and its relationship with sustainable development has been done and a conceptual model has been proposed among the various components of GSCM and sustainable development. The study would be beneficial not only for companies to achieve sustainable performance but also for the end users to understand the seriousness of their role in implementing recycle, reduce and reuse by increased use of environment-friendly products and supporting those firms that are implementing it religiously.

Article Price : Rs.50

Synthesis of a New Service Classification Matrix in the Digital Era for Innovation and Delivery Based on Current Service Taxonomy

--Vipin Dalal and Sunil Sharma

Services, today, are disrupted by breakthrough innovations due to advancement of technology. Also, the blurring line between product and service is resulting in bundling of product-service mix offering by the market players. As the gap between goods and services is almost gone and a new era of bundling of goods and services has started, there is a need for development of a services classification scheme that would enable managers of service firms to relate their firms with respect to their marketing and supply chain strategies and actions with goods industries as they share common characteristics in the 21st century marketing. A majority of past literature reviews of service classification systems only review either the classification of services or classification of service delivery processes. Taking cognizance of the changing nature and dynamics of value offerings in marketplace, the model presented herein applies to the classification of services for all goods and service providers. The authors propose a new service classification matrix that provides a classification of services based on customer interface or user service-provider interface and service delivery processes. Strategic implications of the proposed matrix for marketing insights, innovation and delivery are also implicated for better planning and use by various stakeholders in the public and private sector.

Article Price : Rs.50

 

 

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Automated Teller Machines (ATMs): The Changing Face of Banking in India

Bank Management
Information and communication technology has changed the way in which banks provide services to its customers. These days the customers are able to perform their routine banking transactions without even entering the bank premises. ATM is one such development in recent years, which provides remote banking services all over the world, including India. This paper analyzes the development of this self-service banking in India based on the secondary data.

The Information and Communication Technology (ICT) is playing a very important role in the progress and advancement in almost all walks of life. The deregulated environment has provided an opportunity to restructure the means and methods of delivery of services in many areas, including the banking sector. The ICT has been a focused issue in the past two decades in Indian banking. In fact, ICTs are enabling the banks to change the way in which they are functioning. Improved customer service has become very important for the very survival and growth of banking sector in the reforms era. The technological advancements, deregulations, and intense competition due to the entry of private sector and foreign banks have altered the face of banking from one of mere intermediation to one of provider of quick, efficient and customer-friendly services. With the introduction and adoption of ICT in the banking sector, the customers are fast moving away from the traditional branch banking system to the convenient and comfort of virtual banking. The most important virtual banking services are phone banking, mobile banking, Internet banking and ATM banking. These electronic channels have enhanced the delivery of banking services accurately and efficiently to the customers. The ATMs are an important part of a bank’s alternative channel to reach the customers, to showcase products and services and to create brand awareness. This is reflected in the increase in the number of ATMs all over the world. ATM is one of the most widely used remote banking services all over the world, including India. This paper analyzes the growth of ATMs of different bank groups in India.
International Scenario

If ATMs are largely available over geographically dispersed areas, the benefit from using an ATM will increase as customers will be able to access their bank accounts from any geographic location. This would imply that the value of an ATM network increases with the number of available ATM locations, and the value of a bank network to a customer will be determined in part by the final network size of the banking system. The statistical information on the growth of branches and ATM network in select countries.

Indian Scenario

The financial services industry in India has witnessed a phenomenal growth, diversification and specialization since the initiation of financial sector reforms in 1991. Greater customer orientation is the only way to retain customer loyalty and withstand competition in the liberalized world. In a market-driven strategy of development, customer preference is of paramount importance in any economy. Gone are the days when customers used to come to the doorsteps of banks. Now the banks are required to chase the customers; only those banks which are customercentric and extremely focused on the needs of their clients can succeed in their business today.

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