Agent-Based Approach to Configure Processes in Iran’s Banking Service Supply Chain

Mark Goh,Negar Jalilian,Alireza Naser Sadrabadi,Seyed Mahmoud Zanjirchi,Ahmadreza Asgharpourmasouleh

doi:10.3390/su13147566

Mark Goh, Negar Jalilian + Show 3 more

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https://doi.org/10.3390/su13147566

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Abstract

Improving the service processes of banks requires updating and optimizing banking supply chain processes as well as understanding the interaction between the constituent elements of each process. This paper applies agent-based modeling to configure selected processes of Tejarat Bank’s service supply chain, a large bank in Iran. Tejarat’s banking process system is presented and the most effective processes of the banking supply chain are identified. The interactions between the processes are examined and the research model is presented. We execute the agent-based modeling in a simulated environment. The simulation results are analyzed using Taguchi’s experimental method. Selected combinations of the elements of the integrated marketing communications program are presented to reduce the liquidity risk of Tejarat Bank.

Highlights

Industry observers note that the service sector of many countries holds a special value in employment, increasing national wealth and improving firm competitiveness in the marketplace [1]
The aim of this study was to provide a model for the service supply chain of Tejarat Bank, which was accomplished by examining the architecture of selected processes of the banking system
Processes of marketing and sales management, risk management, branch and state administration, human capital management, information technology (IT) management, financial management, and business improvement management were identified as the main processes

Summary

Introduction

Industry observers note that the service sector of many countries holds a special value in employment, increasing national wealth and improving firm competitiveness in the marketplace [1]. There is a paradigm shift in the service-oriented industries [5] Measures such as the further development of the service industries through the use of new ideas and innovations, the introduction of new services, the use of new strategies, and the redesign and proposition of new configurations can be employed to increase the productivity of services [6]. Regarding that the development of service-oriented industries has been an increasing trend, and since the success of the service industry depends on the optimal functioning of the supply chain, it is necessary to formulate the known behaviors in supply chain processes and to examine the dynamics of the service supply chain in different conditions [7,8]

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