Improving service supply chain performance with the Supply Chain Operations Reference (SCOR) approach; Case study: Indonesia government testing laboratory

Performance measurement in service supply chain management is very important to facilitate companies in achieving effectiveness and efficiency to meet customer satisfaction targets. Indonesia Government Testing Laboratory, one of whose functions is to provide testing, calibration, technical inspection and product verification services in the industrial sector. The purpose of this research is intended to identify and provide recommendations for improving the performance of the service supply chain at the Indonesia Government Testing Laboratory unit. One model for measuring performance in the service supply chain is the Supply Chain Operation Reference (SCOR). This model presents a business process framework, performance indicators which are divided into five basic processes namely plan, source, make, deliver, return and enable to support communication and collaboration between supply chain partners. Performance measurement in this study is also supported by the Analytical Hierarchy Process (AHP) method for weighting assessment combined with Objective Matrix (OMAX) for categorical systems. The results showed that the overall achievement value of the company's supply chain performance was 91.54. Of the total 10 performance indicators measured, there are two performance indicators that require corrective action, namely KPI 1 Percentage of realization of the quality assurance program for test results and KPI 8 Delivery time of chemicals to the laboratory. The author proposes four performance improvement recommendations that can be implemented by Indonesia Government Testing Laboratory in order to improve the quality of performance in the future.