Developing a Performance Matrix and Strategic Production and Service Strategies in a Rail Import–Export Company (A Case Study)

Document Type : Original Article

Authors
Mehrdad Niyazi Sheshnarmi 1
Javad Behnamian 2
1 Ph.D., Student, Department of Industrial Engineering, Faculty of Engineering, Bu-Ali Sina University, Hamedan, Iran.
2 Professor, Department of Industrial Engineering, Faculty of Engineering, Bu-Ali Sina University, Hamedan, Iran.
10.22034/road.2026.570102.2465
Abstract
This study aims to develop and select strategic production and service strategies and to advance organizational level frameworks for strategic monitoring and evaluation by examining a company engaged in rail transport and bulk storage. A mixed methods approach was used, comprising capacity analysis, interviews with key stakeholders, process mapping and analysis, and a strengths, weaknesses, opportunities and threats analysis. First, the current state of operational performance, human resources and equipment was assessed and primary bottlenecks were identified, including inefficiencies in fleet capacity planning, weak coordination in cross border supply chains, and a lack of high level indicators for performance monitoring. Based on this diagnosis, a set of production and service strategies was proposed, centered on: designing a capacity planning strategy aligned with seasonal demand patterns; formulating service strategies to reduce cycle times for loading and unloading; strengthening international forwarding partnerships; and targeted investment in operational handling equipment. For each strategy, simple and composite monitoring indicators were defined and presented in a strategic performance matrix with prioritized actions and an implementation timeline. The findings indicate that implementing the proposed strategies can produce notable improvements in operational efficiency, higher utilization of fleet capacity, and enhanced customer satisfaction. This study demonstrates how operational analyses can be translated into actionable production and service strategies and strategic monitoring indicators, and it can serve as a reference for comparative studies in management, transport and regional economics.
Keywords
Rail transportation
Service Strategy
Performance Matrix
Import-Export Company
Case study
-شریفی‌مهر، امید؛ عباسپور اسفدن، قنبر؛ منطقی، منوچهر؛ و مدیری، محمود (1404). الگوی ارزیابی قابلیت نوآوری در شرکت‌های صنعت حمل و نقل ریلی ایران. فصلنامه توسعه تکنولوژی صنعتی، 23(59)، 118-101.
-شریفی‌مهر، امید؛ عباسپور اسفدن، قنبر؛ منطقی، منوچهر؛ و مدیری، محمود (1405). پیش‌بینی سهم آینده بازار شرکت‌های حمل و نقل ریلی مسافری ایران با استفاده از مدل زنجیره مارکوف با رویکرد ارزیابی قابلیت نوآوری سبز. فصلنامه توسعه تکنولوژی صنعتی، در نوبت چاپ.
-مقبل با عرض، عباس؛ امینی، محمدرضا؛ خسروانیان، حمیدرضا؛ و یارجانلی، حامد (1392). تدوین استراتژی عملیاتی تولید سه مرحله‌ای بر اساس مدل میلتنبرگ (مطالعه موردی: یک شرکت آب‌معدنی). فصلنامه مدیریت صنعتی دانشکده علوم انسانی دانشگاه آزاد اسلامی واحد سنندج، 8(33)، 130-109.
-ولی‌پور خطیر، محمد؛ اکبرزاده، زین‌العابدین؛ و محمدی نودهکی، زهرا (1394). ارزیابی استراتژی‌های تولیدی با استفاده از رویکرد QFD فازی. چشم‌انداز مدیریت صنعتی، 19، 183-169.
-یاری‌زنگنه، مرضیه؛ و خدادادی، زهرا (1396). بررسی نقش استراتژی شش سیگما در بهبود کیفیت خدمات کتابخانه‌های دانشگاه آزاد اسلامی از دیدگاه کتابداران زن. فصلنامه زن و جامعه، 8(4)، 20-1.
-کاظمی، مهدی؛ جمشیدی، محمدجواد؛ و احمدی سیدآبادی، سمیه (1393). اولویت‌بندی استراتژی‌های جبران خدمات شرکت‌های ارائه‌دهنده خدمات اینترنتی از دیدگاه مشتریان با استفاده از رویکرد AHP فازی. مطالعات مدیریت فناوری اطلاعات، 104-78.
-تقی‌پور، راضیه؛ و آوخ دارستانی، سروش (1397). انتخاب استراتژی مناسب نگهداری و تعمیرات با رویکرد سلسله‌مراتبی فازی. مطالعات مدیریت صنعتی، 50، 228-193.
-Abu Jadayil, W., Khraisat, W., & Shakoor, M. (2017). Different strategies to improve the production to reach the optimum capacity in plastic company. Cogent Engineering, 4(1), Article 1389831.
-Al Jubury, M. (2016). Improve the production capacity: A case study of Eurofns Viljavuuspalvelu Oy (Master’s thesis). LUT School of Engineering Science, Lappeenranta University of Technology.
-Chen, T. (2007). Evaluating the mid‑term competitiveness of a product in a semiconductor fabrication factory with a systematic procedure. Computers & Industrial Engineering, 53(3), 499–513.
-Chen, T., & Wang, Y. C. (2009). A fuzzy set approach for evaluating and enhancing the mid‑term competitiveness of a semiconductor factory. Fuzzy Sets and Systems, 160(5), 569–585.
-Goss, R., Maxim, C., Adhikari, D., & Rothe, J. (2010). Leveraging new SEMI standard to reduce waste and improve flow for semiconductor manufacturing. Robotics and Computer‑Integrated Manufacturing, 26(6), 658–664.
-Hailemariam, M., & Yoseph, S. (2015). Improving production capacity through efficient PPC system: Lesson from leather manufacturing. International Journal of Mechanical, Aerospace, Industrial, Mechatronic and Manufacturing Engineering, 9(2), 354–359.
-Herbon, A., & Hadas, Y. (2015). Determining optimal frequency and vehicle capacity for public transit routes: A generalized newsvendor model. Transportation Research Part B: Methodological, 71, 85–99.
-Hon, K. K. B. (2005). Performance and evaluation of manufacturing systems. CIRP Annals, 54(2), 139–154.
-Hsu, C. I., & Li, H. C. (2009). An integrated plant capacity and production planning model for high‑tech manufacturing firms with economies of scale. International Journal of Production Economics, 118(2), 486–500.
-Kazemi, M.; Jamshidi, M. J.; & Ahmadi Seyedabadi, S. (2014). Prioritizing compensation strategies of internet service providers from customers’ perspective using fuzzy AHP. Information Technology Management Studies, 9, 87–104.
-Li, C., Ma, J., Luan, T. H., Zhou, X., & Xiong, L. (2018). An incentive‑based optimizing strategy of service frequency for an urban rail transit system. Transportation Research Part E: Logistics and Transportation Review, 118, 106–122.
-Moqbel‑ba‑Arz, A.; Amini, M. R.; Khosrowanian, H. R.; & Yarjanli, H. (2013). Developing a three‑stage operational production strategy based on Mintzberg model (Case study: a mineral water company). Quarterly Journal of Industrial Management, Faculty of Humanities, Islamic Azad University, Sanandaj Branch, 8(33), 109–130.
-Obadia, C., & Vida, I. (2024). Export marketing strategy and performance: A focus on SMEs promotion. International Business Review, 33(2), 102229.
 -Pisuchpen, R., & Chansangar, W. (2014). Modifying production line for productivity improvement: A case study of Vision Lens Factory. Songklanakarin Journal of Science & Technology, 36(3).
-Riezebos, J., Klingenberg, W., & Hicks, C. (2009). Computers in Industry, 60(4), 237–247.
-Riezebos, J., Klingenberg, W., & Hicks, C. (2009). Lean production and information technology: Connection or contradiction? Computers in Industry, 60(4), 237–247.
-Selznick, P. (1957). Leadership in Administration: A Sociological Interpretation. New York, NY: Harper & Row.
-Sharifimehr, O.; Abbaspoor Esfadan, G.; Manteghi, M.; & Modiri, M. (2025). A model for assessing innovation capability in companies of Iran’s rail transport industry. Quarterly Journal of Industrial Technology Development, 23(59), 101–118.
-Sharifimehr, O.; Abbaspoor Esfadan, G.; Manteghi, M.; & Modiri, M. (2026). Forecasting future market share of Iranian passenger rail transport companies using a Markov chain model with a green innovation capability assessment approach. Quarterly Journal of Industrial Technology Development.
-Sharma, S., & Agrawal, N. (2009). Selection of a pull production control policy under different demand situations for a manufacturing system by AHP‑algorithm. Computers & Operations Research, 36(5), 1622–1632.
 -Skinner, W. (1969). Manufacturing—missing link in corporate strategy. Harvard Business Review, 47(3), 136–145.
-Sun, Y., Cao, C., & Wu, C. (2014). Multi‑objective optimization of train routing problem combined with train scheduling on a high‑speed railway network. Transportation Research Part C: Emerging Technologies, 44, 1–20.
-Taghipour, R.; & Avakh Darastani, S. (2018). Selecting appropriate maintenance strategy using fuzzy hierarchical approach. Industrial Management Studies, 50, 193–228.
-Valipour‑Khatir, M.; Akbarzadeh, Z.; & Mohammadi‑Noudehki, Z. (2015). Evaluation of production strategies using a fuzzy QFD approach. Industrial Management Perspective, 19, 169–183.
-Wang, K. J., & Chen, M. J. (2009). Cooperative capacity planning and resource allocation by mutual outsourcing using ant algorithm in a decentralized supply chain. Expert Systems with Applications, 36(2), 2831–2842.
-Yari‑Zangeneh, M.; & Khodadadi, Z. (2017). Investigating the role of Six Sigma strategy in improving service quality of university libraries from female librarians’ perspective. Quarterly Journal of Women and Society, 8(4), 1–20.