Framework on performance management in automotive industry: A case study

The purpose of this research is to identify the risks and deficiencies that affect the performance of companies that provide vehicle after-sales services. Thus, this paper highlights the results of a comparative study based on a questionnaire conducted at the level of six brands in the automotive in...

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Bibliographic Details
Published inJournal of risk and financial management Vol. 14; no. 10; pp. 1 - 20
Main Authors Lascu, Elena, Severin, Irina, Lascu, Florina Daniela, Gudana, Razvan Adrian, Nalbitoru, Gabriela, Ignat, Nicoleta Daniela
Format Journal Article
LanguageEnglish
Published Basel MDPI 01.10.2021
MDPI AG
Subjects
Automobile industry
Case studies
Employees
excellence
Hypotheses
ISO standards
Literature reviews
organizational performance
performance criteria
Performance evaluation
Performance management
quality
Quality management
Questionnaires
Repair & maintenance
Research methodology
Statistical analysis
Sustainability
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Summary:The purpose of this research is to identify the risks and deficiencies that affect the performance of companies that provide vehicle after-sales services. Thus, this paper highlights the results of a comparative study based on a questionnaire conducted at the level of six brands in the automotive industry. A model was developed to investigate the factors that affect the global performance of the after-sales sector and the authenticity of the information related to the issue studied. Moreover, based on the collected data, this study evaluates the strategies related to performance management used by the organizations studied. In the end, even if the results showed a score of 81% on the questionnaire, we found that companies that provide vehicle after-sales services have not implemented and do not maintain totally the strategies related to performance management. Consequently, the need for change can be emphasized. Based on the analyzed data in the second part of the paper, we identified deficiencies and risks in terms of the organization, operation and management of the service units. These results confirm that the vehicle repair service has a significant influence on employee and customer satisfaction, on the quality of the vehicles repaired and the repair completion time.
ISSN:1911-8074
1911-8066
1911-8074
DOI:10.3390/jrfm14100480