Evaluating after-sales service units by developing inverse network data envelopment analysis model

Saen, Reza Farzipoor; Nia, Seyed Shahrooz Seyedi Hosseini

doi:10.1108/bij-01-2019-0017

Cited by 10 publications

(7 citation statements)

References 35 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…One of the useful extensions of DEA is inverse DEA model (Wei et al, 2000). The inverse DEA determines changes of output/inputs without any alteration in efficiency frontier and DMU's current efficiency (Yan et al, 2002;Farzipoor Saen and Seyedi Hosseini Nia, 2019;Yousefi et al, 2019). Assuming fixed efficiency scores, the inverse DEA estimates the outputs given the inputs' change (Jahanshahloo et al, 2004a).…”

Section: Sustainable Supply Chain Managementmentioning

confidence: 99%

A novel approach to assess sustainability of supply chains

Kalantary

Saen

2021

Self Cite

View full text Add to dashboard Cite

PurposeThis paper discusses how learning-by-doing (LBD) criterion can be used to evaluate the sustainability of supply chains. This paper assesses the impacts of teamwork on the LBD criterion. Besides, the effect of the internship of new labors on the LBD criterion is discussed.Design/methodology/approachThe repeat of a task leads to a gradual improvement in the efficiency of production systems. LBD occurs by accumulating knowledge and skills in multiple periods. LBD can be used to study changes in the efficiency. Efficiency can be improved by accumulating knowledge and skills. In this paper, the LBD criterion is projected on learning curve (LC) models. Furthermore, the LC models are fitted to the supply chains. Each supply chain may have a unique LC model. A minimum difference is set between the current performance of decision making unit (DMU) and the estimated performance of DMU based on DMU's LC. Hence, a point in which the LBD occurs is determined.FindingsThis paper develops an inverse network dynamic data envelopment analysis (DEA) model to assess the sustainability of supply chains DMUs. Findings imply that the LBD criterion plays an important role in assessing the sustainability of supply chains. Furthermore, managers should increase the internships and teamwork to get more benefit from the LBD criterion.Originality/valueFor the first time, this paper uses the LBD criterion to assess the sustainability of supply chains given the LC equations.

show abstract

Section: Sustainable Supply Chain Managementmentioning

confidence: 99%

A novel approach to assess sustainability of supply chains

Kalantary

Saen

2021

Self Cite

View full text Add to dashboard Cite

show abstract

“…organizations build performance evaluation systems in their after-sales service units [17]. Performance appraisal enables organizations to be relevant organizational processes for service recovery [18].…”

Section: Modernmentioning

confidence: 99%

Performance evaluation of after-sales service partners in the power tools industry

Aljabar¹,

Hasibuan²

2021

j. sist. manaj. ind.

View full text Add to dashboard Cite

After-sales service (ASS) is a product support activity provided to customers; after-sales service that focuses on quality can create a sustainable competitive advantage. This study aims to the ASS performance, analyze the causes of performance constraints that occur in ASS and recommendations for improving the performance of ASS conceptually. Service partner performance achievement can be assessed from four categories, i.e. very good, good, bad, and poor, based on the actual level of performance compared to performance targets. The sample of this research is 12 ASS partners in the electrical equipment industry in West Java and Jakarta. Factors causing failure were analyzed descriptively using the fault tree analysis (FTA) method, which involved experts in focus group discussions (FGD). Based on the evaluation, 25% of partners were rated good, 50% poor, and 25% very poor. Partner performance achievement is carried out on 22 performance indicators, of which 20 performance indicators have not achieved a good rating. These indicators relate to brand issues, warranty, training, parts control and stock management, pricing, and service systems, including service centers and service facilities. The proposed concept that becomes a recommendation for improving the performance of power tools ASS is improving the operating system and the selection of partners in the service center and service dealer categories with industrial customer segmentation.

show abstract

“…We have listed a few recent studies related to these sectors. (Gandhi and Sharma, 2018; Arora et al , 2018; Farzipoor Saen and Seyedi Hosseini Nia, 2019; Lee and Joo, 2019; Owusu Kwateng et al , 2019; Tamatam et al , 2019; Ilyas and Rajasekaran, 2019; Duan, 2019; Tamatam et al , 2019).…”

Section: Overviews Of Efficiency Studiesmentioning

confidence: 99%

Efficiency assessment of microfinance institutions: using DEA with weighted Russell directional distance model

Vilvanathan

2020

BIJ

View full text Add to dashboard Cite

PurposeThe study aims to focus on data envelopment analysis for assessing the microfinance institutions (MFIs) efficiency over the footings of its undesirable output, i.e. non-performing loans (NPLs). The attention is not only to evaluate the efficiency but also to identify the variable wise inefficiencies incorporating the quality of the portfolio.Design/methodology/approachThe paper assessed MFI efficiency using three different methods of treatment of undesirable output to portray the significant difference. It also has used an advanced methodological model, i.e. weighted Russell directional distance model (WRDDM), under the non-radial assumption that allowed us to find the variable-wise inefficiency contribution. The study also investigated the efficiency differences concerning ownership, including all sizes of MFIs.FindingsThe study findings evidence the fall in efficiency score as NPL integrated, and it is found to be statistically significant. In the context of inefficiency assessment, among all input and output variables, total employees and operating expenses, portfolio quality inefficiencies are the leading causes of MFI inefficiencies. Undesirable output inefficiency accounts for almost one-third part of the total inefficiencies and remaining due to input inefficiencies. It is significant to draw attention that there is no improvement in undesirable output inefficiency. By contrast, input inefficiencies retained gains for two years and gradually showed a decreasing trend throughout 2015–2017.Research limitations/implicationsThe authors have used balanced panel data of 72 Indian MFIs for five years' period from 2013–2017 whose complete data were available in the Microfinance Information Exchange.Practical implicationsThe paper has focused on identifying the inefficiencies that are needed to be focused on to attain efficiency. It could provide vital information to the managers, policymakers in identifying the causes of inefficiencies, which is crucial to improve for long-term sustainability. It will be a roadmap for benchmarking, strategy building and policy-making processes.Social implicationsThe findings of the study help in finding the benchmarking information for the inefficient decision-making units to identify the target units that need particular attention to focus. These practices could give a positive outcome, not only for institutions but also for the MFI clients.Originality/valueThe study provides an insight in to variable-wise inefficiency measurement using advanced model WRDDM in Indian context MFIs.

show abstract

Evaluating after-sales service units by developing inverse network data envelopment analysis model

Cited by 10 publications

References 35 publications

A novel approach to assess sustainability of supply chains

A novel approach to assess sustainability of supply chains

Performance evaluation of after-sales service partners in the power tools industry

Efficiency assessment of microfinance institutions: using DEA with weighted Russell directional distance model

Contact Info

Product

Resources

About