Strategic planning of service supply chain using dynamic SAP-LAP model: a case study of a leading gas organisation in India

A supply chain management (SCM) practice in services is an ongoing process and needs continuous efforts on total quality management (TQM) practices and flexible systems (FSs) practices fronts. Implementation of new practices and proper strategic planning in accordance with the vision and mission of the business will enhance SCM programme, as these are directly responsible for the customer's relationship and strategic relationship of final products. As per our study, information sharing is playing significant role. A detailed case study of India's leading gas utility company has been undertaken. The case study of GAIL (India) Ltd. formerly called as Gas Authority India Limited (GAIL) has been taken into account using dynamic SAP-LAP model. As a conclusion, SCM practice in services is a part of strategic relationship and customer's relationship of the organisation as a final product. SAP-LAP framework helps us to understand the SCM practices in the case study taken here.