Paper Info
Title
Exploring the Causal Relationships of KPIs in after Sales Service Systems
Abstract
A plethora of research and industrial contributions emphasizes the economic and strategic role of services in adding further value to a product throughout its lifelong journey with the customer. However, there is still a limited comprehension of the dynamics underlying After-Sales (AS) processes along the whole service network - which usually encompasses a manufacturer, spare parts wholesalers/retailers and technical assistance centres - till the final user. AS can be no more considered as a mere corporate function, but rather as a series of interconnected activities involving more independent organizations, each one having different objectives and perspectives to be properly aligned. Starting from previous contributions of the same authors on this research topic, aim of the paper is to examine AS as a complex system of interlinked processes, to elaborate a proposal of the main Key Performance Indicators (KPIs) which can take into account the various perspectives of the different actors involved, and, as a main result, to explore the most relevant causal relationships among these KPIs.
Year
DOI
Venue
2009
10.1007/978-3-642-16358-6_82
ADVANCES IN PRODUCTION MANAGEMENT SYSTEMS: NEW CHALLENGES, NEW APPROACHES
Keywords
Field
DocType
After-Sales Service System,Product-Services,Performance Measurement System,Systems Thinking,System Dynamics
Performance indicator,Spare part,Knowledge management,Systems thinking,System dynamics,Engineering,Comprehension
Conference
Volume
ISSN
Citations 
338
1868-4238
1
PageRank 
References 
Authors
0.37
3
2
Name
Order
Citations
PageRank
Elena Legnani110.70
Sergio Cavalieri218423.12