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Framework on Performance Management in Automotive Industry: A Case Study

Author

Listed:
  • Elena Lascu

    (Faculty of Industrial Engineering & Robotics, University POLITEHNICA Bucharest, 060042 Bucharest, Romania)

  • Irina Severin

    (Faculty of Industrial Engineering & Robotics, University POLITEHNICA Bucharest, 060042 Bucharest, Romania)

  • Florina Daniela Lascu

    (Faculty of Industrial Engineering & Robotics, University POLITEHNICA Bucharest, 060042 Bucharest, Romania)

  • Razvan Adrian Gudana

    (Faculty of Industrial Engineering & Robotics, University POLITEHNICA Bucharest, 060042 Bucharest, Romania)

  • Gabriela Nalbitoru

    (Faculty of Industrial Engineering & Robotics, University POLITEHNICA Bucharest, 060042 Bucharest, Romania)

  • Nicoleta Daniela Ignat

    (Faculty of Entrepreneurship, Business Engineering and Management, University POLITEHNICA Bucharest, 060042 Bucharest, Romania)

Abstract

The purpose of this research is to identify the risks and deficiencies that affect the performance of companies that provide vehicle after-sales services. Thus, this paper highlights the results of a comparative study based on a questionnaire conducted at the level of six brands in the automotive industry. A model was developed to investigate the factors that affect the global performance of the after-sales sector and the authenticity of the information related to the issue studied. Moreover, based on the collected data, this study evaluates the strategies related to performance management used by the organizations studied. In the end, even if the results showed a score of 81% on the questionnaire, we found that companies that provide vehicle after-sales services have not implemented and do not maintain totally the strategies related to performance management. Consequently, the need for change can be emphasized. Based on the analyzed data in the second part of the paper, we identified deficiencies and risks in terms of the organization, operation and management of the service units. These results confirm that the vehicle repair service has a significant influence on employee and customer satisfaction, on the quality of the vehicles repaired and the repair completion time.

Suggested Citation

  • Elena Lascu & Irina Severin & Florina Daniela Lascu & Razvan Adrian Gudana & Gabriela Nalbitoru & Nicoleta Daniela Ignat, 2021. "Framework on Performance Management in Automotive Industry: A Case Study," JRFM, MDPI, vol. 14(10), pages 1-20, October.
    • Handle: RePEc:gam:jjrfmx:v:14:y:2021:i:10:p:480-:d:654253
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    References listed on IDEAS

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    Cited by:

    1. Njoku, Judith Nkechinyere & Nwakanma, Cosmas Ifeanyi & Lee, Jae-Min & Kim, Dong-Seong, 2024. "Evaluating regression techniques for service advisor performance analysis in automotive dealerships," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
    2. Inaki Maulida Hakim & Moses Laksono Singgih & I Ketut Gunarta, 2023. "Critical Success Factors for Internet of Things (IoT) Implementation in Automotive Companies, Indonesia," Sustainability, MDPI, vol. 15(4), pages 1-18, February.

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