The present study aimed at identifying and evaluating the factors affecting the service experience at the touch points of banking services. These factors were prioritized to help the managers understand the most important factors for achieving the favorable service experience. In this study, the theoretical foundations and interviews with customers were used to identify the factors forming the service experience at touch points. Then, the Best-Worst method (BMW) was used to evaluate and determine the significance of each identified factor. Sixteen customers participated in the interview and ten customers participated in the study by the BMW method. Six touch points and 34 factors forming the service experience were created at these points of interview analysis. The research findings showed that ‘service process’ and ‘interaction customer-employees’ for creating a favorable experience are significant in banking services. In addition, the findings showed that bank managers should allocate their resources for improving them to achieve the competitive advantage.

In today's competitive world, Six Sigma can serve as a corporate strategy to improve quality and reduce costs. Six Sigma is a comprehensive and flexible system for achieving, maintaining and maximizing organizational success, through an improved performance of processes. However, this tool can only be successful in organizations which are already prepared for Six Sigma implementation. This study investigated the readiness of an Iranian company, Tabarestan Steel Co., in terms of Six Sigma projects. In doing so, the study proposed a model designed for assessing the readiness of Six Sigma in organizations. To this end, primarily Six Sigma readiness indicators were identified through Fuzzy Delphi, by recourse to the experts’ opinions. Next the interrelationships between the indicators were examined through the Fuzzy DEMATEL method. The internal links between the indicators were determined after the examination, and the degree of importance and the weights of the indicators were decided. Ultimately, three highly important dimensions were discovered that had a significant function in Six Sigma implementation (leadership and perspective, corporate strategy, and focus on the customer).

The international strategic alliance is an inevitable solution for making competitive advantage and reducing the risk in today’s business environment. Partner selection is an important part in success of partnerships, and meanwhile it is a complicated decision because of various dimensions of the problem and inherent conflicts of stockholders. The purpose of this paper is to provide a practical approach to the problem of partner selection in international strategic alliances, which fulfills the gap between theories of inter-organizational relationships and quantitative models. Thus, a novel Robust Fuzzy Possibilistic AHP approach is proposed for combining the benefits of two complementary theories of inter-organizational relationships named, (1) Resource-based view, and (2) Transaction-cost theory and considering Fit theory as the perquisite of alliance success. The Robust Fuzzy Possibilistic AHP approach is a novel development of Interval-AHP technique employing robust formulation; aimed at handling the ambiguity of the problem and let the use of intervals as pairwise judgments. The proposed approach was compared with existing approaches, and the results show that it provides the best quality solutions in terms of minimum error degree. Moreover, the framework implemented in a case study and its applicability were discussed.

Coordination improves the profit of all the members in a supply chain. In this paper, a novel coordination mechanism is introduced in a retailer-manufacturer supply chain in which the retailer can adopt either an American option mechanism or a wholesale mechanism to satisfy the market demand throughout a multi-period horizon. The manufacturer follows a make-to-order production policy. This mechanism gives the retailer the right to select the more beneficial mechanism in each period. The retailer as the leader of the chain decides how many options should be purchased at the beginning of the horizon through a mixed-integer mathematical model. This model addresses the uncertainties in the market demand and the market price, simultaneously. A scenario planning approach is used to treat the random variables within the model. Also, an optimal scenario reduction model is adapted to reduce the computational complexity of the problem. Finally, a numerical experiment is designed to validate the performance of the model. The results demonstrate a remarkable improvement in the profit of both members. Moreover, a number of experiments are performed to show how the option price, the exercise price and the interest rate affect the performance of the contract.

Given the high costs of construction and maintenance, an optimum design methodology is one of the most important steps towards the development of transportation infrastructure, especially freeways. However, the effects of different variables on the decision-making process to find an optimal variant have caused the choice to become a very difficult and professional task for decision makers. So, the current paper aims to determine the optimal variant route for Isfahan-Shiraz freeway through MADM approaches. First, evaluation indices for an optimal route variant are derived through literature review and expert panel assessment. Then, a dynamic fuzzy GRA method is used for weightings and optimal route selection. Bases on the results, the road longevity, views of NGOs and route integration are identified as the highest-weighted criteria in route variant prioritization. Further, Route 3 is defined as the priority for the optimal variant for Isfahan–Shiraz freeway, which is the main basis in practice.

Abrasive Water Jet Machining is one of the novel nontraditional cutting processes found diverse applications in machining different kinds of difficult-to-machine materials. Process parameters play an important role in finding the economics of machining process at good quality. This research focused on the predictive models for explaining the functional relationship between input and output parameters of AWJ machining process. No single set of parametric combination of machining variables can suggest the better responses concurrently, due to its conflicting nature. Hence, an approach of Multi-objective has been attempted for the best combination of process parameters by modelling AWJM process using of ANN. It served a set of optimal process parameters to AWJ machining process, which shows a development with an enhanced productivity. Wide set of trail experiments have been considered with a broader range of machining parameters for modelling and, then, for validating. The model is capable of predicting optimized responses.

Today, with the advancement of technology in the production process of various products, the achievement of sustainable production and development has become one of the main concerns of factories and manufacturing organizations. In the same vein, many manufacturers try to select suppliers in their upstream supply chains that have the best performance in terms of sustainable development criteria. In this research, a new multi-criteria decision-making model for selecting suppliers and assigning orders in the green supply chain is presented with a fuzzy optimization approach. Due to uncertainty in supplier capacity as well as customer demand, the problem is formulated as a fuzzy multi-objective linear programming (FMOLP). The proposed model for the selection of suppliers of SAPCO Corporation is evaluated. Firstly, in order to select and rank suppliers in a green supply chain, a network structure of criteria has defined with five main criteria of cost, quality, delivery, technology and environmental benefits. Subsequently, using incomplete fuzzy linguistic relationships, pair-wise comparisons between the criteria and sub-criteria as well as the operation of the options will be assessed. The results of these comparisons rank the existing suppliers in terms of performance and determine the utility of them. The output of these calculations (utility index) is used in the optimization model. Subsequently, in the order allocation process, the two functions of the target cost of purchase and purchase value are optimized simultaneously. Finally, the order quantity is determined for each supplier in each period.

The proposed work presents the design and application of many-objective Jaya (MaOJaya) algorithm to optimize many-objective benchmark optimization problems. The basic Jaya algorithm is modified by introducing non-dominated sorting and tournament selection scheme of NSGA-II. The reference point mechanism is introduced to traverse algorithm towards the best solutions. The basic Jaya algorithm is modified while preserving its essential properties. The Tchebycheff – a decomposition based approach is used to simplify the complex MaOPs. The proposed MaOJaya algorithm is tested on DTLZ benchmark functions with objectives ranging from three to ten to measure its applicability and effectiveness to solve many-objective optimization problems. The IGD and Hypervolume performance metrics are used to evaluate the performance of proposed MaOJaya algorithm. The obtained IGD and Hypervolume values compared with the best known results and it is observed that, the proposed MaOJaya algorithm gives competitive or better results than known best results.

Strategic management in a port system is complex since the Port Community has to coordinate actions and generate synergy among all the private actors that integrate the export and import logistics chains, trade associations and trade unions. Based on the opinion of the port experts and the analytical network process (ANP), the research identifies the relevant criteria for strategic, business and operational decision-making in the Port Community, in the technological and risk contexts. With the criteria found and considering the strategic alignment that is required, management indicators are constructed. Based on a generic model, a new strategic conceptual model (PORTGD) of ANP for decision management is designed for the Port Community, a cause and effect analysis is carried out and a sensitization study is performed on the nodes. The discussion of the results and conclusions highlights the importance of technological investment, control of port security and good practices for the port system investigated.

Risk response planning is a widely concerned issue. Project managers usually struggle to control different kinds of risks. In project risk management, after evaluating risks, the final process relates to choosing desirable responses to the risks. In this paper, a comprehensive framework confronts the issue in three main phases. In the first phase, all the risks, responses and their relations in a geothermal drilling project are detected. These relations imply there are inner dependent and outer dependent relations. In the second phase, ANP, DEMATEL and fuzzy theory play important roles in weighting risks and responses. In the third phase, to enable a more realistic solution, a zero-one integer programming reflects a budget constraint and other required constraints. After obtaining the optimal responses, the effect of budget is analyzed. In addition, the influences of risks on each other are discussed more deeply. Collectively, this study offers a new perspective on how to handle project risks and choose their responses