Exploring the Causal Relationships of KPIs in after Sales Service Systems

Abstract

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.

A simulation-based decision support system for industrial field service network planning

“…On a higher level, Legnani and Cavalieri present an SD model that focuses on the relationship of key performance indicators (KPIs) that mainly refer to the customer, the service network, and the service provider's performance. 34 Other approaches focus on condition-based maintenance. Lin et al propose a simulation model based on five modules to investigate the impact of condition-based maintenance on breakdowns, downtimes, and staffing.…”

“…On a higher level, Legnani and Cavalieri present an SD model that focuses on the relationship of key performance indicators (KPIs) that mainly refer to the customer, the service network, and the service provider’s performance. 34…”