Assessing efficiency and effectiveness in the automotive after-sales processes - Polish experiences
by Piotr Grajewski; Piotr Sliż; Candace M. TenBrink
International Journal of Services and Operations Management (IJSOM), Vol. 45, No. 1, 2023

Abstract: This study investigates the operational efficiency and effectiveness of the regulated automotive after-sales repair processes in Poland. We add quantitative analysis to an area that has been understudied but impacts a great number of businesses and customers. This research investigates the depth of research in the process area of the automotive aftermarket using a quantitative bibliometric analysis and the CRISP-DM methodology for raw data mining in combination with process mining to examine the repairs. Our analysis found that the majority of the repairs were inefficient and ineffective. In addition, we conclude that the low level of repair process flexibility leads to increased repair times and process inefficiencies.

Online publication date: Tue, 06-Jun-2023

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