Number of service delivery failures/total number of service products available
Quantitative
Negative
Average delayed order rate, c2
Number of delayed services/total number of service products available
Quantitative
Negative
Average early delivery service rate, c3
Number of services provided in advance/total number of service products available
Quantitative
Positive
Average customer waiting rate, c4
Number of customers waiting for service/total number of times to receive service products
Quantitative
Negative
Human resource flexibility,
Skill flexibility, c5
The classification of evaluation criteria can be referred to the previous studies, for example, it can be divided according to the following dimensions: (1) The number of effective skills currently possessed by human resources
Qualitative
Positive
(2) The speed of human resources learning new and effective skills
(3) The ability to quickly reintegrate and reconfigure multiple skill value chains
Behavioral flexibility, c6
The classification of evaluation criteria can be referred to the previous studies, for example, it can be divided according to the following dimensions: (1) The ability of human resources to “script” beneficial behaviors
Qualitative
Positive
(2) The ability to coordinate and integrate multiple behavioral “scripts”
Capital flexibility,
Financing capacity flexibility, c7
Fund use fee/(total amount of financing − financing expenses)
Quantitative
Negative
Profitability flexibility, c8
Operating profit/sales revenue
Quantitative
Positive
Price flexibility, c9
Average market price of products − product actual cost
Quantitative
Positive
Logistics flexibility,
Inventory turnover, c10
Cost of sales/average inventory balance
Quantitative
Positive
Diversity of transportation channels available, c11
The division of the evaluation criteria can be referred to the China statistical yearbook on transportation, for example, it can be divided into the following sections: (1) Be able to select five modes of transportation to cope with the change of service demand, scoring range
Qualitative
Positive
(2) Be able to select more than three modes of transportation to cope with the change of service demand, scoring range
(3) Only two or more modes of transportation can be selected to cope with the change of service demand, scoring range
(4) Single transportation channel, only able to meet the most basic needs of customers, scoring range
Distribution accuracy, c12
Number of orders delivered correctly/number of delivered orders
Quantitative
Positive
Partner flexibility,
Trust mechanisms’ build capacity, c13
The evaluation criteria can be divided according to the previous studies, for example, they can be divided into the following intervals: (1) Have a common strategic goal and can share risks in a complex environment
Qualitative
Positive
(2) In the event of divergence of interest, it is necessary to resolve the conflict through consultation and discussion
(3) It has a normal cooperative relationship on the premise of not violating the signed contract or contract
(4) There are often disagreements and contradictions in the decision-making of key issues
Knowledge sharing rate, c14
The amount of knowledge shared by enterprises in time and accurately/the amount of knowledge enterprises should share
Quantitative
Positive
Number of partners that can be selected in time, c15
Number of partners with fast access + number of partners that can exit quickly
Quantitative
Positive
Production equipment flexibility,
Production equipment trouble-free continuous operation efficiency, c16
Production equipment trouble-free operation time/total operation time of production equipment
Quantitative
Positive
Maintenance rate of production equipment, c17
Number of production equipment actually maintained/total production equipment
Quantitative
Negative
Actual productivity of production equipment, c18
Actual capacity of production equipment/maximum capacity of production equipment
Quantitative
Positive
Technical flexibility,
Original technology, c19
The classification of evaluation criteria can refer to previous studies, for example, it can be divided according to the following dimensions: (1) The degree to which a product and/or service can be added
Qualitative
Positive
(2) Scope of application to a variety of products and technologies
(3) It helps to improve customers’ sense of identity with products and technologies
New technique, c20
The classification of evaluation criteria can refer to the previous studies, for example, it can be divided according to the following dimensions: (1) Ability to develop new technologies
Qualitative
Positive
(2) The ability to introduce new technology into enterprise activities
(3) Innovation and transformation ability of new technology
Time flexibility,
Degree of timely response, c21
Response time of the supply chain to customer’s demand/average response time of other supply chains in the same industry to customer demand
Quantitative
Negative
Delivery capability, c22
Delivery time that can be shortened/total time required to complete delivery
Quantitative
Positive
Service supply flexibility,
Hybrid flexible range, c23
Types and quantities of products that can be provided by enterprises in each link of the supply chain in a certain period of time
Quantitative
Positive
Hybrid flexibility time, c24
The transition time required to change from one product mix type to another
Quantitative
Negative
New service flexibility time, c25
Time required to introduce a new service portfolio
Quantitative
Negative
New service flexibility cost, c26
Cost of introducing new service products
Quantitative
Negative
Information response flexibility,
Information response time, c27
Information acquisition time + processing time + feedback time
Quantitative
Negative
Information response range, c28
The total number of information that an enterprise can respond effectively/number of members that an enterprise can connect to
Quantitative
Positive
Information distribution accuracy, c29
Number of accurate information/number of all information
