A SERVICE DESIGN FRAMEWORK: A MULTIPLE CASE STUDY FOR THE SUPPLY CHAINS OF GLOBAL PROFESSIONAL SERVICE FIRMS

Abstract

The purpose of this study is to develop a framework for service design in the internal supply chains of global professional service firms. Multiple case studies (three) with qualitative approach, involving interviews, documentation, archival records and observation were used to develop a strategic level framework for service design in the supply chains of global professional service firms. There exist series of steps to design and deliver the service and they vary from service to service. Acceptance mechanism under the laws & regulations of regulatory bodies and sharing methodology with client before the start of the service are some of the distinguishing variables from the existing models. Our proposed framework is developed bridging the clients need and organizational practices while keeping in view the requirements from the regulatory bodies. The study provides a platform for new research to fill the gap of service design from supply chain perspective. Future studies can be conducted on other small firms working in the same segment or in other service industries like, financial institutions, law chambers, educational institutes and training firms. The framework is developed with the help of industry professionals through their semi-structured interviews, and can be used by practitioners and academia. This framework can be very helpful for all other 123 Quality Control Review (QCR) rated and 476 non QCR rated firms registered by Institute of Chartered Accountants of Pakistan (ICAP). This study will add value in literature as no generalized supply chain model of this industry can be found in literature.