A Strategic Service Management Model in National Gas Distribution Projects

Abstract

The main purpose of this research was to develop a model regarding strategic service management in order to improve the performance of projects related to the oil and gas industry. To this end, this study was conducted in two steps. Firstly, the main practices of SSM were defined by a systematic review and completed by experts’ interviews, and the data onto the expected and perceived about each practice were collected by using a questionnaire answered by the managers and direct experts of the Fars Gas Company, Iran, and its contractors in a five-year period. Finally, the SSM model was determined in a focus group. All participants were selected judgmentally and purposefully based on theoretical saturation. The findings show that the employer expects the contractor to improve the communication skills and the grooming and professional appearance of its staff and that they spend enough time processing the employer requests. As a result, the SSM model was developed based on four strategic cornerstones, including managerial attitude improvement, managing communications, improving business processes, and strengthening internal controls.