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CAR SERVICE CENTERS PERFORMANCE QUALITY ASSESSMENT TECHNIQUES



L.V. Vinogradov
T.I. Leonova
V.S. Burylov
leonid.vinogradov@engec.ru
leonova5858@mail.ru
vassili@nm.ru
an Associate Professor at the Department of Economics and Quality Management, Saint-Petersburg State University of Economics, PhD in Technical Sciences, an Associate Professor
a Professor at the Department of Economics and Quality Management, Saint-Petersburg State University of Economics, Doctor of Economics, Full Professor
a post-graduate student at the Department of Economics and Quality Management, Saint-Petersburg State University of Economics
Saint-Petersburg
Saint-Petersburg
Saint-Petersburg

Keywords:

  • qualitative model
  • Kemeny median
  • performance quality
  • car service center
  • performance quality indicators
  • The article presents car service centers performance quality assessment techniques including single and integrated assessments. The article proves that the most acceptable single indicators for the evaluation of car service enterprises performance quality are as follows: customers satisfaction, the proportion of services accepted by customers, profitability, professional competence of executing officers and executives, equipment and technologies used reliability.
    The authors have proposed a qualimetric model for comprehensive assessment of car service centers performance quality with a set of Kemeny median based recommendations being worked out as to how to define proportions. In addition both advantages and disadvantages of linear convolution of indicators along with the area of the developed techniques application have been demonstrated with practical calculation and analysis of indicators being presented.

    188300 Russia, Leningrad region, Gatchina, st. Roshchinskaya, 5