Multi-Level Automotive Service Performance Evaluation Model

Abstract:

A multi-level model automotive service performance evaluation model was established based on the servicer-core automotive service network model was proposed. The model was divided into three interrelated levels: the business level, the process level, the learning and development level, respectively used to evaluate business conditions, operating process and development potential of the object. A fuzzy AHP evaluation model for automotive supply chain collaboration performance evaluation was established. A case study was used to show the feasibility of this evaluation model. The results show that, supply chain collaboration performance result of the object was slightly lower than the regional average. Services of the object had unbalanced development and some indicators had great room for improvement.

• Periodical: Applied Mechanics and Materials (Volumes 477-478)
• Pages: 1517-1520
• DOI: https://doi.org/10.4028/www.scientific.net/AMM.477-478.1517
• Online since: December 2013
• Authors: Guo Xin Yu, Ji Chen Fang, Ya Mei Zhou, Qiang Zhang*
• Keywords: Automotive Service, Fuzzy AHP, Performance Evaluation, Supply Chain

References

[1] K.A. Artto, Life Cycle Cost Concepts and Methodologies, Cost Management, Fall, (1994).

[2] R. Cooper and R. Slagmulder, Supply Chain Development for the Lean Enterprise: Interorganisational Cost Management, Productivity Press, Portland (1999).

[3] L.M. Ellram, Total cost of ownership. An analysis approach for purchasing, International Journal of Physical Distribution and Logistics Management 25 (8) (1995), p.4–23.

DOI: 10.1108/09600039510099928

[4] V. Mathieu, Service strategies within the manufacturing sector: benefits, costs and partnership, International Journal of Service Industry Management 12 (5) (2001), p.451–475.

DOI: 10.1108/eum0000000006093

[5] S. Agnihothri, N. Sivasubramaniam and D. Simmons, Leveraging technology to improve field service, International Journal of Service Industry Management 13 (1) (2002), p.47–68.

DOI: 10.1108/09564230210421155

[6] R.Q. Zhang, W.J. Hopp and C. Supatgiat, Spreadsheet implementable inventory control for a distribution center, Journal of Heuristics 7 (2001), p.185–203.

[7] M. Cohen and H.L. Lee, Out of touch with customer needs? Spare parts and after sales service, Sloan Management Review 31 (1990), p.55–66.