Selecting the best operational strategy for job shop system: an ANP approach Online publication date: Sat, 23-May-2015
by Rishu Sharma; Suresh Garg
International Journal of Industrial and Systems Engineering (IJISE), Vol. 20, No. 2, 2015
Abstract: The manufacturing industries require efficient after sales service network to solicit customers. Since every vehicle entering service centre has different service and repair needs, it closely resembles job shop system. In the situations of complex decision domain, even an abstract solution of the decision problem is difficult to achieve. For such cases, analytic network process (ANP) is considered as an attractive multi criteria decision making tool. The objective of this paper is to select the best operational strategy in order to improve the performance of the job shop under study using ANP. The results from the study indicates that in order to improve its performance, attention should be given to improve the skills and behaviour of employees; which in turn improves the customer satisfaction leading to the improved business results. A case of automobile after sales service network is taken as an example for illustration of the proposed model.
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