Performance Assessment and Optimization of the After-Sale Networks
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.
[1] P. Gaiardellia, N. Saccanib, and L. Songinic, "Performance measurement
of the after-sales service networkÔÇöEvidence from the automotive
industry", Department of Industrial Engineering, Università 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
[1] P. Gaiardellia, N. Saccanib, and L. Songinic, "Performance measurement
of the after-sales service networkÔÇöEvidence from the automotive
industry", Department of Industrial Engineering, Università 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
@article{"International Journal of Mechanical, Industrial and Aerospace Sciences:59359", author = "H. Izadbakhsh and M.Hour Ali and A. Amirkhani and A. Montazeri and M. Saberi", title = "Performance Assessment and Optimization of the After-Sale Networks", 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.", volume = "3", number = "1", pages = "79-5", }
