Title: Assessing efficiency and effectiveness in the automotive after-sales processes - Polish experiences

Authors: Piotr Grajewski; Piotr Sliż; Candace M. TenBrink

Addresses: Department of Organization and Management, Faculty of Management, University of Gdańsk, Armii Krajowej 101, 81-824, Sopot, Poland ' Department of Organization and Management, Faculty of Management, University of Gdańsk, Armii Krajowej 101, 81-824, Sopot, Poland ' Marilyn Davies College of Business, University of Houston-Downtown, 320 North Main Street, suite 482, Shea Street Building, Houston, Texas 77002-1001, USA

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.

Keywords: process measurement; process efficiency; process effectiveness; process management; automotive after-sales process.

DOI: 10.1504/IJSOM.2023.131284

International Journal of Services and Operations Management, 2023 Vol.45 No.1, pp.71 - 91

Received: 13 Nov 2020
Accepted: 14 Feb 2021
Published online: 06 Jun 2023 *

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