PROPOSAL OF AN APPROACH TO IMPROVE BUSINESS PROCESSES OF A SERVICE SUPPLY CHAIN

The purpose of this paper is to develop an approach to analyze and improve business processes of a service supply chain (SSC), through a real case study. Within this framework, the paper suggests an approach based on the DMAIC (Define-MeasureAnalyze-Improve-Control) method of Six Sigma - that combined Business Process Management (BPM), Supply Chain Operations Reference (SCOR), root cause analysis tree diagram, and Characteristics of Smart Supply chain - to improve one chosen business process of the Moroccan retirement supply chain. Based on this case study, the paper shows that the suggested approach identifies the malfunctioning causes for the studied business process, improves its behavior and manages its control. The approach is detailed, and it combines methods which are not complicated, so it can be used by academics and organization's managers. More case studies can be used to more thoroughly evaluate the presented approach.