Title: An integrated approach for performance enhancement in automobile repair shops

Authors: R. Parameshwaran, P.S.S. Srinivasan, M. Punniyamoorthy

Addresses: Department of Mechanical Engineering, Kongu Engineering College, Perundurai, Erode-638 052, Tamil Nadu, India. ' Knowledge Institute of Technology, Kakapalayam, Salem-637 504, Tamilnadu, India. ' Department of Management Studies, National Institute of Technology, Trichy-620 015, Tamil Nadu, India

Abstract: Performance management has been a topic of interest for academicians and practitioners. This paper aims at integrating fuzzy logic, data envelopment analysis (DEA) and fuzzy failure mode and effects analysis (fuzzy FMEA) for enhancing the performance in automobile (car) repair shops. A questionnaire with linguistic terms has been used to collect the data related to customer|s perceived service quality and the perceptions are quantified using triangular fuzzy numbers. The weights for the service quality parameters considered are gained through analytical hierarchy process (AHP). Fuzzy perceived quality score is then calculated by combining the fuzzy numbers of criteria with the corresponding weights. Then the service performance is measured using DEA by considering both quantitative and qualitative measures. The results from DEA model provide the relative efficiency measure and efficient input/output targets for each repair shop. For further improvement of the service process, fuzzy FMEA is used to prioritise the potential failure modes. Based on the calculated fuzzy risk priority numbers (FRPN) remedial actions can be initiated.

Keywords: performance management; fuzzy logic; data envelopment analysis; DEA; fuzzy FMEA; failure mode and effects analysis; automobile industry; automotive repairs; garages; India; customer data; perceived service quality; efficiency measures.

DOI: 10.1504/IJBEX.2010.029490

International Journal of Business Excellence, 2010 Vol.3 No.1, pp.77 - 104

Published online: 30 Nov 2009 *

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