Performance Assessment and Optimization of the After-Sale Networks
نویسندگان
چکیده
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.
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