The Extend Customer Requirement Factors Based Service Level Evaluation for Manufacturing Enterprises: Service Level Evaluation for Manufacturing Enterprise

The Extend Customer Requirement Factors Based Service Level Evaluation for Manufacturing Enterprises: Service Level Evaluation for Manufacturing Enterprise

Qing Liu (China Jilang University, Hangzhou, China), Shanshan Yu (China Jilang University, Hangzhou, China), Gang Huang (China Jilang University, Hangzhou, China) and Xinsheng Xu (China Jilang University, Hangzhou, China)
DOI: 10.4018/IJITSA.2019070102

Abstract

This study proposes a novel way to evaluate the enterprise customer service level (ECSL) for OEMs (Original Equipment Manufacturers). First, a set of service level evaluating metrics is established based on the extended customer requirement factors (ECRFs), which covers the whole service product delivery process to fully reflect enterprise customers' service requirement. Then, the hybrid fuzzy multiple-criteria decision-making approach combining the analytic hierarchy process (AHP) and the technique for order of preference by similarity to ideal solution (TOPSIS) are adopted. In the evaluating model, a fuzzy method is used to reflect the ambiguity in human thinking and decision making. The weight of each decision maker is determined by a two-layer way to make it more objective. The individual preferences are aggregated by AIP (aggregating individual priorities) way in the group decision-making process of the AHP to respect each decision makers' separate opinion. With the presented approach, ECSL can be evaluated and adjusted conveniently.
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2. Literature Review

Research on manufacturing-enterprise-related customer service mainly concentrates on production and inventory control and product development. These operation processes can affect customer satisfaction directly so as to change the enterprise performance rapidly. With the popularity and the generalization of the service concept, service also has been used in manufacturing system configuration, such as SOM (service-oriented manufacturing) and PSS (product service system) (Geng et al, 2012). The definition of service varies with the various research targets.

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