Performance Assessment and Optimization of the After-Sale Networks

Authors: H. Izadbakhsh, M.Hour Ali, A. Amirkhani, A. Montazeri, M. Saberi

Abstract:

The after–sales activities are nowadays acknowledged as a relevant source of revenue, profit and competitive advantage in most manufacturing industries. Top and middle management, therefore, should focus on the definition of a structured business performance measurement system for the after-sales business. The paper aims at filling this gap, and presents an integrated methodology for the after-sales network performance measurement, and provides an empirical application to automotive case companies and their official service network. This is the first study that presents an integrated multivariate approach for total assessment and improvement of after-sale services.

Keywords: Data Envelopment Analysis (DEA), Principal Component Analysis (PCA), Automotive companies, After-sale services.

Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1074976

References:

[1] P. Gaiardellia, N. Saccanib, and L. Songinic, "Performance measurement of the after-sales service networkÔÇöEvidence from the automotive industry", Department of Industrial Engineering, Universit├á di Bergamo, 2007, pp.698-708.
[2] M. R Alirezaee and S. Ja'fari, "Operational organization's performance evaluation and proposing the optimum models of their performance, using DEA", Bhinkara international operation research institute, 2000, pp.1-10.
[3] P. Gaiardelli, P. Saccani, and N. Songini, "The role and performance measurement of after-sales in the durable consumer goods industries: an empirical study authors", International Journal of Productivity and Performance Management, 2006, pp. 259-283.
[4] P. Gaiardelli, N. Saccani, and L. Songini, "Performance measurement systems in the after-sales service: an integrated framework", International Journal of Business Performance Measurement, 2007, pp.145-171.
[5] M. A. Azadeh and V. Ebrahimipour," An integrated PCA DEA frame work for assessment and ranking of manufacturing systems", 2007, pp.347-380.
[6] Sh. Khajavi, A. Salimifard, and M. Rabieh, "DEA application in portfolio's identification of the most efficient accepted companies in Tehran exchange market ", Shiraz social & human magazine, no.43, 2005, pp.75-89.
[7] E. Julia, Blose, B. William, and Tankersley, R. Lesia Flynn, "Managing Service Quality Using Data Envelopment Analysis", The Quality Management Journal, 2005, pp.2,7,12-24.
[8] R. D. Banker, R. F. Conrad, and R.P.Strauss, "A comparative application of data envelopment analysis and translog methods: An illustrative study of hospital production", Management Science, 1986, pp.30-44.
[9] A. Azadeh and V. Ebrahimipour, "An integrated approach for assessment and ranking of manufacturing systems based on machine performance", International Journal of Industrial Engineering, 2004.
[10] A. Charnes, W. W. Cooper, A. Y. Lewin, and L.M Seiford, "Data envelopment analysis - theory, methodology, and applications", Kluwer academic publishers, Massachusetts, USA, 1994.
[11] P. Andersen and C. N. Petersen, "A procedure for ranking efficient units in DEA", Management Science, 1993.
[12] J. Zhu, "Data Envelopment Analysis vs. principal component analysis: an illustrative study of economic. performance of Chinese cities", European Journal of Operational Research ,1998, pp.50-61.
[13] N. Adler and J. Berechman, "Measuring airport quality from the airlines' view point: An application of data envelopment analysis". Transport Policy, 2001, pp.171-181.
[14] N. Adler and B. Golany, "Evaluation of deregulated airline networks using data envelopment analysis combined with principal component analysis with an application to Western Europe". European Journal of Operational Research, 2001, pp.260-273.
[15] N. Adler and B. Golany, "Including principal component weights to improve discrimination in data envelopment analysis". Journal of the Operations Research Society of Japan, 2002, pp.66-73.
[16] R. Shanmugam and C. Johnson, "At a crossroad of data envelopment and principal component analyses". Omega, 2007, pp.351-364.
[17] C. T. Bruce Ho and D. D. Wu, "Online banking performance evaluation using data envelopment analysis and principal component analysis", Computers & Operations Research, Article in Press, 2008