 Selecting the best operational strategy for job shop system: an ANP approachRishu Sharma and Suresh Garg International Journal of Industrial and Systems Engineering, 2015, vol. 20, issue 2, 231-262 Abstract: The manufacturing industries require efficient after sales service network to solicit customers. Since every vehicle entering service centre has different service and repair needs, it closely resembles job shop system. In the situations of complex decision domain, even an abstract solution of the decision problem is difficult to achieve. For such cases, analytic network process (ANP) is considered as an attractive multi criteria decision making tool. The objective of this paper is to select the best operational strategy in order to improve the performance of the job shop under study using ANP. The results from the study indicates that in order to improve its performance, attention should be given to improve the skills and behaviour of employees; which in turn improves the customer satisfaction leading to the improved business results. A case of automobile after sales service network is taken as an example for illustration of the proposed model. Keywords: analytical network process; ANP; after sales service; balanced scorecard; BSC; job shop production; JSP; multicriteria decision making; MCDM; employee skills; employee behaviour; automobile industry; automotive after sales. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijisen:v:20:y:2015:i:2:p:231-262 Access Statistics for this article More articles in International Journal of Industrial and Systems Engineering from Inderscience Enterprises Ltd |
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