Designing After-Sale Service Model in World Class with Soft System Methodology approach (The Case: LPG Industry)
The Soft System Methodology (SSM), one of the OR techniques, is used tosolve complex real-world problems. Since to design of the after-sales servicemodels for the liquefied gas industry, various groups, such as refineries,mopeds, silencers, taps, standardized organizations, and the consumer rightspr...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | fas |
| Published: |
Allameh Tabataba'i University Press
2021-03-01
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| Series: | Muṭāli̒āt-i Mudīriyyat-i Ṣan̒atī |
| Subjects: | |
| Online Access: | https://jims.atu.ac.ir/article_12579_983ddb17982e1415ef519db3b9c4dce5.pdf |
| Summary: | The Soft System Methodology (SSM), one of the OR techniques, is used tosolve complex real-world problems. Since to design of the after-sales servicemodels for the liquefied gas industry, various groups, such as refineries,mopeds, silencers, taps, standardized organizations, and the consumer rightsprotection organization should be considered, so decision making in thissituations are very complicated issue. In this study, using the aboveapproach, the problem of non-structured model design at the world-classlevel is explained and then, by specifying its boundaries, the image of thevarious actors of the system and their benefits are depicted. In the third step,the CATWOE approach is used to explain the basic definition of the aftersales service model in this industry, and in the fourth stage, a conceptualmodel of activities is presented using the root definition. This paper usesintegration of ISM-Fuzzy Delphi in the process of problem solving. In thefifth step, the developed model is compared with the real world. In the sixthstage, desirable and feasible changes were identified and explained by theIPA method. Finally, using the results of the previous stages, andsuggestions for the development of the model to reach the world class levelare presented to the authorities and stakeholders. |
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| ISSN: | 2251-8029 2476-602X |