Benchmarking Automotive After-sales Service Companies with Dependent Criteria-Application of Data Envelopment Analysis
محورهای موضوعی : مجله بین المللی ریاضیات صنعتیS. kheyri 1 , F. Hosseinzadeh Lotfi 2 , S. E. Najafi 3 , B. Rahmani Parchikolaei 4
1 - Department of Industrial Engineering, Central Tehran Branch, Islamic Azad University, Tehran, Iran.
2 - Department of Mathematics, Science and Research Branch, Islamic Azad University, Tehran, Iran.
3 - Department of Industrial Engineering, Science and Research Branch, Islamic Azad University, Tehran, Iran.
4 - Department of Mathematics, Nour Branch, Islamic Azad University, Nour, Mazandaran, Iran
کلید واژه: Data Envelopment Analysis, Performance evaluation, Dependent parameters, After-sales services, automobile industry,
چکیده مقاله :
Benchmarking is a tool for evaluating organizational performance with a learning approach from others. The importance of benchmarking in every industry is clear for anyone. In the automotive industry, the performance of after-sales service agencies in Iran is evaluated every year by Iran Standard and Quality Inspection company. One of the ways to continuously improve in after-sales service agencies is benchmarking of successful and efficient examples in the network. In this paper, a benchmarking model is developed considering that the repair index and customer satisfaction are interdependent. To improve the accuracy and operationality of benchmarking, some constraints have been added to the model with the opinion of experts. Considering the dependent parameters, a data envelopment analysis model has been proposed and this model has been implemented to benchmark 20 after-sales service agencies of a car company. By solving the model and comparing it with the results of the original model, it was observed that the considered conditions changed the benchmarking and increased the accuracy. This paper discusses the concept of the impact and importance of dependent parameters in benchmarking, and with this concept, a benchmarking model for automotive after-sales service agencies is presented.
الگویابی ابزاری جهت ارزیابی عملکرد سازمانی با رویکرد یادگیری از دیگران می باشد. اهمیت الگویابی در تمامی صنایع بر هیچکس پوشیده نیست، در صنعت خودرو نیز هرساله عملکرد نمایندگی های خدمات پس از فروش خودرو در ایران توسط شرکت بازرسی کیفیت و استاندارد ایران مورد ارزیابی قرار می گیرند یکی از روش های بهبود مستمر نمایندگی های خدمات پس از فروش الگویابی از نمونه های موفق و کارا در سطح کشور می باشد. در این مقاله یک مدل الگویابی با درنظر گرفتن این موضوع که شاخص تعمیرات و رضایت مشتریان به یکدیگر وابسته هستند توسعه داده شده است. برای بهبود دقت و عملیاتی بودن الگویابی برخی محدودیت ها با نظر خبرگان به مدل اضافه شده است، با درنظر گرفتن متغیر های وابسته یک مدل تحلیل پوششی داده های پیشنهاد شده و این مدل برای الگویابی 20 نمایندگی خدمات پس از فروش یک شرکت خودرویی اجرا شده است. با اجرای مدل و مقایسه با نتایج مدل اولیه مشاهد شد که شرایط اعمال شده الگویابی را تغییر داده و دقت الگویابی را افزایش داده است. در این مقاله مفهوم تاثیر و اهمیت متغیر های وابسته در تعیین الگویابی بحث شده است و با این مفهوم یک مدل الگویابی برای نمایندگی های خدمات پس از فروش خودرو ارائه شده است.
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