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An integrated closed-loop model for service performance management

Author

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  • R. Parameshwaran
  • P.S.S. Srinivasan

Abstract

With service industries sprouting at an incredible rate, measuring and improving service performance becomes an essential strategy for success and survival in today's competitive situation. In this paper, a new closed-loop model has been proposed to measure and improve the service performance using cost, time and service quality as dimensions. The relative service performance has been measured by the Extended Brown–Gibson (EBG) model by taking cost, time and service quality dimensions into consideration. The service quality factors have been evaluated using the Analytical Hierarchy Process (AHP). Quality Function Deployment (QFD) has been used to redesign the existing services when performance measure falls below the satisfactory level. The developed model quantifies service performance and ensures the service process improvement. A case study using data from car repair shops illustrates the usability of the model. The case study shows that the model can be used to gain service process understanding and to identify significant factors for redesigning.

Suggested Citation

  • R. Parameshwaran & P.S.S. Srinivasan, 2008. "An integrated closed-loop model for service performance management," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 4(1), pages 34-55.
    • Handle: RePEc:ids:ijsoma:v:4:y:2008:i:1:p:34-55
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    Citations

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    Cited by:

    1. Rohit Kapoor & Bhavin J. Shah, 2016. "Simulation model for closed loop repairable parts inventory system with service level performance measures," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 23(1), pages 18-42.
    2. 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.
    3. Cristina Raluca Popescu & Gheorghe N. Popescu & Veronica Adriana Popescu, 2017. "Assessment of the State of Implementation of Excellence Model Common Assessment Framework (CAF) 2013 by the National Institutes of Research – Development – Innovation in Romania," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(44), pages 1-41, February.

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