Supplier Evaluation Methods in Complex Services: a case study in Evaluating historical performance of complex service suppliers
Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Evaluation of suppliers has grown to be common and established method in organisations. These evaluations ensure that a desirable supplier is chosen to form a relationship with. Uncertainties still exists on how to evaluate the performance of inter-organisational relationships. In complex services this becomes complicated due to the nature of services being an intangible processes. A framework for performance evaluation in the niche of complex services was established in a case study. The framework was aligned with criteria found in literature and empirical findings to form a framework with 11 criteria and 25 sub-criteria, which fully embodies the delivery of a complex service. The uncertainty in the definition of the service was managed through measuring the effectiveness of the framework and chosen criteria. Buyers with experience from purchases during the year 2013 used their knowledge and 91,9 % confirmed the effectiveness of the criteria. Further, the effectiveness was additionally confirmed by 92,7 % of the suppliers who deliver the service. This was facilitated through reversing the framework and letting the supplier evaluating the buying company. Through the established framework the performance of complex service suppliers can be evaluated and information on their performance captured. The information can be spread within a company and used to form better-informed decisions in the future.
Place, publisher, year, edition, pages
2014. , 81 p.
Supplier evaluation, Supplier performance evaluation, services, complex services
Economics and Business
IdentifiersURN: urn:nbn:se:kth:diva-154498OAI: oai:DiVA.org:kth-154498DiVA: diva2:757168