Interpretive structural modelling of enablers for improving the performance of automobile service centre Online publication date: Sat, 20-Nov-2010
by Rishu Sharma, Suresh Garg
International Journal of Services Operations and Informatics (IJSOI), Vol. 5, No. 4, 2010
Abstract: The current growth of the service sector in global economies is unparalleled in human history. Even large manufacturing firms are seeing dramatic shifts in percent revenue derived from services. The growing dynamism of the automotive sector, the enlargement of markets, the changes in the strategic position of suppliers, the introduction of new rules and the diffusion of the internet have great impact on manufacturer's after sales configuration. Considering the complexities in Automobile Service Centre (ASC), a model is developed for the variables affecting the performance of ASC and studies the interrelationship among the variables. Interpretive Structural Modelling (ISM) is used as tool for the present study and structural relationship model has been developed. Driving elements are also found using MICMAC analysis. The present research provides innovative business models for product service system design. The study will help the managers of ASC in developing the policies for improvement in performance of ASC.
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