Document Type : Research Paper
Authors
1 PhD Candidate in Industrial Management, Islamic Azad University, South Tehran Branch, Tehran, Iran
2 Professor, Faculty of Economics and Management, Tarbiat Modares University, Tehran, Iran
3 Associate Professor, Islamic Azad University, South Tehran Branch, Tehran, Iran
4 Assistant Professor, Islamic Azad University, South Tehran Branch, Tehran, Iran
Abstract
The Soft System Methodology (SSM), one of the OR techniques, is used to
solve complex real-world problems. Since to design of the after-sales service
models for the liquefied gas industry, various groups, such as refineries,
mopeds, silencers, taps, standardized organizations, and the consumer rights
protection organization should be considered, so decision making in this
situations are very complicated issue. In this study, using the above
approach, the problem of non-structured model design at the world-class
level is explained and then, by specifying its boundaries, the image of the
various 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 conceptual
model of activities is presented using the root definition. This paper uses
integration of ISM-Fuzzy Delphi in the process of problem solving. In the
fifth step, the developed model is compared with the real world. In the sixth
stage, desirable and feasible changes were identified and explained by the
IPA method. Finally, using the results of the previous stages, and
suggestions for the development of the model to reach the world class level
are presented to the authorities and stakeholders.
Keywords
آذر، عادل، واعظی، رضا، محمدپور سرایی، وحید. (1396). طراحی مدل خط مشی گذاری تجاری سازی فناوری نانو با رویکرد متدلوژی سیستم های نرم، فصلنامه علمی پژوهشی مدیریت سازمان های دولتی، دوره5، شماره2، 89-106.
آذر، عادل، خسروانی، فرزانه، جلالی، رضا. (1392). تحقیق در عملیات نرم رویکردهای ساختاردهی مسئله، انتشارات سازمان مدیریت صنعتی.
بهرامی، آرش. (1382). روش شناسی و استراتژی سیستم های نرم، نشریه مدیریت فردا، سال اول، شماره2، 80-69.
چکلند، پیتر، پولتر، جان. (1393). یادگیری برای عمل، محمد رضا مهرگان، محمود دهقان، محمدرضا اخوان و کامیار رئیسی فر، تهران: انتشارات مهربان نشر.2014.
سپهری راد، رامین، رجب زاده قطری، علی، آذر، عادل، زارعی، بهروز. (1394). استفاده از روش شناسی سیستم های نرم برای ساختاردهی به مسئله مراقبت در برابر مواجهات شغلی سراطانزا: مورد مطالعه شرکت نفت، پژوهش های مدیریت در ایران، دوره 19، شماره 3، 161-184.
صادقی مقدم، علی اصغر، خاتمی فیروزآبادی، علی، ربانی، یوسف. (1390). استفاده از رویکرد ترکیبی SD و SSM برای حل مسائل اجتماعی غیر ساختاریافته، فصلنامه مدیریت صنعتی دانشگاه تهران، دوره 3، شماره7، 76-55.
ضیایی، م، عباسپور، ن. (1390). ارزیابی کیفیت محصول گردشگری شهری تهران از دید گردشگران درون مرزی، گردشگری و توسعه، س1، شه1، 96-76.
فلاح تفتی، حامد. (1394). طراحی مدل سیستمی بودجه ریزی بر مبنای عملکرد در توزیع اعتبارات منطقه ای با رویکرد سیستم های نرم و پویا، پایانامه دکتر ی تخصصی دانشگاه تربیت مدرس، استاد راهنما: دکتر عادل آذر.
فیروزجائیان، علی اصغر، فیروزجائیان، مجتبی، هاشمی پطرودی، سیدحمید، غلامرضازاده، فاطمه. (1392). کاربرد تکنیک مدل سازی ساختاری تفسیری (ISM) در مطالعات گردشگری، مجله برنامه ریزی و توسعه گردشگری، سال دوم، شماره6، صص159-129.
عالم تبریز, ح. طلائی, ا. مرادی. (1392). "ارزیابی عوامل کلیدی پیاده سازی موفق تولید در کلاس جهانی با ،(ISM) استفاده از رویکرد یکپارچه مدل سازی ساختاری تفسیری (GTMA) تئوری گراف و رویکرد ماتریسی (مطالعه موردی گروه ایران خودرو و سایپا)" , مدیریت صنعتی دانشگاه تهران, نسخه 5, صفحات:63-80, 1392.
عسکری ندوشن، عباس، صباغچی، مرجان. (1397). ارزیابی نیازهای جوانان و اولویت های سیاستی مرتبط با آنان در شهر یزد با به کارگیری الگوی اهمیت- عملکرد، جامعه شناسی کاربردی، سال29، شمار70، شماره2، 39-64.
مهرگان، محمدرضا، حسین زاده، مهناز. (1387). بکارگیری متدلوژی سیستم های نرم به منظور برنامه ریزی درسی دانشگاهی، فصلنامه بصیرت، سال15، شماره40، 84-51.
References
Amini, M.M., Retzlaff-Roberts, D. and Bienstock, C.C. (2005). “Designing a reverse logistics operation for short cycle time repair services”, International Journal of Production Economics, Vol. 96 No. 3, pp. 367-380.
Anyon, P. (2009). LP Gas: Healthy energy for a changing world. Published by World Liquefied Petroleum Gas Association.
Azar A, Vaezi R, Mohammadpour Saraiy V (2017). Designing a Model of Policy Making of Commercialization of Nanotechnology Using Soft Systems Methodology, Quarterly Journal of Public Organzations Management, Vol, No, Apr – Jun 2017, and 89-106.
Azar, A., Khosravani, F., Jalali, R., (2012). "Soft Management Science 2012", Tehran: Modiriat San'ati, p. 94 (In Persian).
Alaa M. Ghalayini, James S. Noble, (1996). “The changing basis of performance measurement”, International journal of operations & production management, Vol. 16 Issue: 8, pp. 63-80
Bensoussan, A. and Sethi, S.P. (2007). “The machine maintenance and sale age model of Kamien and Schwartz revisited”, Management Science, Vol. 53 No. 12, pp. 1964-1976.
Berry, N. (2000). WCM versus Strategic Trade-Offs. International Journal of Operations and Production Management, 34(12), 56-79.
Bojadziev, George; Bojadziev, Maria. (2007). Fuzzy Logic for Business, Finance, and Management, Advances in British Columbia Institute of Technology, Canada, 2nd Edition.
Cahyaningrum, A., M. Simatupang, T (2013). An agent based model for the subsidized LPG with a closed distribution system, Business Process Management Journal, Vol. 19 No. 5, 2013, pp. 841-860
Chen, J. and Grewal, R. (2013). “Competing in a supply chain via full-refund and no-refund customer returns policies”, International Journal of Production Economics, Vol. 146 No. 1, pp. 246-258.
Chen, J. and Bell, P.C. (2011). “Coordinating a decentralized supply chain with customer returns and price-dependent stochastic demand using a buyback policy”, European Journal of Operational Research, Vol. 212 No. 2, pp. 293-300.
Chen, C. K., Lo, C. C., & Weng, T. C. (2017). Optimal production run length and warranty period for an imperfect production system under selling price dependent on warranty period. European Journal of Operational Research, 259(2), 401–412.
Checkland, P., & Poulter, J. (2006). Learning for action: A short definitive account of Soft Systems Methodology and its use for practitioners, teachers and students. Chichester, United Kingdom: Wiley.
Checkland PB (1981). Systems thinking, systems practice. Wiley, Chichester
Checkland, P. (1999). Systems Thinking, Systems Practice, Wiley, Chichester.
Checkland PB (1988). an overview of SSM. J Appl Syst Anal, 15:27–30
Checkland PB, Holwell S (1998). Information, systems and information systems. Wiley, Chichester
Checkland, P. (2001). “Soft systems methodology in action: participative creation of an information strategy for an acute hospital”, in Rosenhead, J. and Mingers, J. (Eds), Rational Analysis for a Problematic World Revisited, Wiley, Chischester, pp. 91-113.
Dalaba, M., Alirigia, R., Mesenbring, E., Coffey, E., Brown, Z., Hannigan, M., Dickinson, K. L. (2018). Liquified Petroleum Gas (LPG) Supply and Demand for Cooking in Northern Ghana. EcoHealth. doi:10.1007/s10393-018-1351-4
Dominique-Ferreira, S., Vansocelos, H. and Proenca, J.F. (2016). “Determinants of customer price sensitivity: an empirical analysis”, Journal of Services Marketing, Vol. 30 No. 3, pp. 327-340.
Faisal, M., Banwet, D.K. and Shankar, R. (2006). Supply chain risk mitigation: modelling the enablers, Business Process Management, 12(4): 535-552.
Farsijani, H. Keshavarz, S. (2016). The Principle 0f Word Class Managman.t Elmegostar, edition 5, 5-12.
Gronroos, C. (2008). „Service logic revisited: who creates value? And who co-creates?”, European Business Review, 20(4) : 298-314
Green, K.W. Jr, & Inman, R.A. (2005). Does implementation of a JIT-with customer’s strategy change an organization’s structure? Industrial Management & Data Systems, 106(8), 1077-94
Grewal, D., Roggeveen, A., Campeau, L.D. and Levy, M. (2011). “Evolving pricing strategies: the role of new business models”, Journal of Product & Brand Management, Vol. 20 No. 7, pp. 510-513.
Hanafizadeh P, Mehrabioun M (2018). Application of SSM in tackling problematical situations from academicians’ viewpoints. Syst Pract Action Res, 31(2):179–220. https:// doi. org/ 10. 1007/ s11213-017-9422
Habibi, A., Firouzi Jahantigh, F., Sarafrazi, A (2015). Fuzzy Delphi Technique for Forecasting and Screening Items, Asian Journal of Research in Business Economics and Management, Vol. 5, No. 2, February 2015, pp. 130-143.
Hawkins, Dell, Boston, Roger and Kenny Kenneth (2006). Consumer Behavior, Sargol Publications, Tehran, First Edition
Hsu, Yu-Lung; Cheng-Haw Lee, V.B. Kreng. (2010). The application of Fuzzy Delphi Method and Fuzzy AHP in lubricant regenerative technology selection, Expert Systems with Applications, Vol. 37, PP. 419-425.
ICIS.com: Chemical Industry News & Chemical Market Intelligence
Ishikawa, A., Amagasa, M., Shiga, T., Tomizawa, G., Tatsuta, R., & Mieno, H. (1993). The max–min Delphi method and fuzzy Delphi method via fuzzy integration. Fuzzy Sets and Systems, 55, 241–253.
Jackson MC (2003). Systems thinking: creative holism for managers. Wiley, Chichester.
Jung, K. M., Park, M., & Park, D. H. (2015). Cost optimization model following extended renewing two-phase warranty. Computers & Industrial Engineering, 79, 188–194.
Khisty, C. J. (1995). Soft-systems methodology as learning and management tool. Journal of Urban Planning and Development, 121(3), 91–107.
Kimemia, D, Annegarn, H. (2016). Domestic LPG interventions in South Africa: Challenges and lessons, Energy Policy, Volume 93, June 2016, Pages 150-156, https://doi.org/10.1016/j.enpol.2016.03.005
Liu, J., Mantin, B. and Wang, H. (2014). “Supply chain coordination with customer returns and refunddependent demand”, International Journal of Production Economics, Vol. 148, pp. 81-89.
Lei, Y., Liu, Q., & Shum, S. (2017). Warranty pricing with consumer learning. European Journal of Operational Research, 263(2), 596–610.
Lovelock, C. H (2002). Principles of service marketing and management.
Lucas, R. W. (2005). Customer Service: Building Successful Skills for the Twenty-First Century, 3rd edition, New York: McGraw-Hill/Irwin Publishing House.
Lucon Suani, O, Coelho, T, Goldemberg, J. (2004). LPG in Brazil: lessons and challenges, Energy for Sustainable Development, Volume 8, Issue 3, September 2004, Pages 82-90, https://doi.org/10.1016/S0973-0826(08)60470-6
Marathe, sh. (2017). Gap Analysis in Service Quality through SERVQUAL Model: A Study in Private Bank, Pune City, IMR (Indira Management Review), Volume XI, Issue I, July, 2017
Mittal, N., Agarwal, R., Selen, W. (2018). "Value creation and the impact of policy interventions: Indian LPG supply chain case study", The International Journal of Logistics Management, Vol. 29 Issue: 1, pp.64-89, https://doi.org/10.1108/IJLM-10-2016-0242
Mingers J, Rosenhead J (2004). Problem structuringmethods in action. European Journal of Operational Research; 152(3): 530-554 .
Mousavi, M, khanifar, H. (2014). The effect of after-sales service in customer satisfaction, using the Tetra-class model: A Case Study of Saipa Autonomous Group, Journal of Management and Development Process, Volume 27 Issue 2.
Mugunthan, D. Kathiravan, M. (2018). SERVICE QUALITY PERCEPTIONS OF BHARAT LPG (LIQUEFIED PETROLEUM GAS) USERS IN SALEM CITY, VOLUME-7, ISSUE-2, FEBRUARY-2018, ISSN No 2277 – 8160
Nivethika, V. Yoganathan, D. (2015). The Impact of after Sales Services on Customer Satisfaction Special references to LG electronics products, Sri Lanka, Proceedings of 12th International Conference on Business Management, http://ssrn.com/link/12th-ICBM-2015.html.
Patil, B. (2012). Customer Satisfaction on Bharat Gas Agencies in Coimbatore, Bharat Book Bureau presents UK Consumer Satisfaction Index.
Pan, X., Shankar, V. and Ratchford, B.T. (2002). “Price competition between pure play versus bricks-and-clicks e-Tailers: Analytical model and empirical analysis”, in Baye, M.R. (Ed.), The Economics of the Internet and E-Commerce (Advances in Applied Microeconomics), Emerald Group Publishing, Bingley, Vol. 11, pp. 85-105.
Pan, X., Ratchford, B.T. and Shankar, V. (2003). “The evolution of price dispersion in internet retail markets”, in Baye, M.R. (Ed.), Organizing the New Industrial Economy (Advances in Applied Microeconomics), Emerald Group Publishing, Bingley, Vol. 12, pp. 85-105.
Priyan, J. V., & Karthihaiselvi, V. (2010). Customers' Opinion towards Indane Gas Dealers, International Journal of Enterprise and Innovation Management Studies, July December 2010, 1(3).
Ruiz-Benitez, R. and Muriel, A. (2014). “Consumer returns in a decentralized supply chain”, International Journal of Production Economics, Vol. 147 No. PART C, pp. 573-592.
Rosenhead, J. V., (1980). Planning under uncertainty 2: A methodology for robustness analysis. Journal of the Operational Research Society ,31(4)
Siau K, Tan X (2005). Improving the quality of conceptual modeling using cognitive mapping techniques. Data & Knowledge Engineering; 55(3), 343- 365.
Sri Yogi, K. (2015). Performance evaluation of reverse logistics: A case of LPG agency, Journal Cogent Business & Management, Volume 2, 2015 - Issue 1,https://doi.org/10.1080/23311975.2015.1063229
SUDHAGAR, D. (2015). A STUDY ON CONSUMER ATTITUDE TOWARDS DOMESTIC LPG GAS WITH SPECIAL REFERENCE TO KRISHNAGIRI DISTRICT. International Journal of Marketing, Financial Services and Management Research, 4(3), 60-78.
Sun, M. Tian, Y. Yan, Y. Liao, Y. (2018). "Improving the profit by using a mixed after-sales service as a market segmentation", Nankai Business Review International, https://doi.org/10.1108/ NBRI-10-2017-0057.
Su, X. (2009). “Consumer returns policies and supply chain performance”, Manufacturing and Service Operations Management, Vol. 11 No. 4, pp. 595-612.
Stangl, B., Kastner, M. and Prayag, G. (2017). “Pay-what-you want for high-value priced services: differences between potential, new, and repeat customers”, Journal of Business Research, Vol. 74No. 3, pp. 168-174.
Vinayagamoorthy, D. A., Sankar, C., & Sangeetha, M. (2007). A Study on Service Quality Perception of Domestic LPG. Abhinav National Monthly Referred, Journal of Research in Commerce & Management, 1(10), 134–148.
Tong, P., Song, X., & Liu, Z. (2017). Amaintenance strategy for two-dimensional extended warranty based on dynamic usage rate. International Journal of Production Research, 55(19), 5743–5759.
Tzeng, G.-H., Teng, J.-Y.(1993). Transportation investment project selection with fuzzy multiobjectives. Transp. Plann. Technol. 17(2), 91–112 (1993)
Warfield, J.W. (1974). Developing interconnected matrices in structural modelling, IEEE transcript on systems, Men and Cybernetics, 4(1): 51-81.
Wilson, B. (1984). Systems: Concepts, Methodologies and Applications. John Wiley, Chichester.
Wu, Chih-Hung; Fang, Wen-Chang. (2011). Combining the Fuzzy Analytic Hierarchy Process and the fuzzy Delphi method for developing critical competences of electronic commerce professional managers; Qual Quant, Vol. 45, PP: 751–768.
Wu, S., & Longhurst, P. (2011). Optimising age-replacement and extended non-renewing warranty policies in lifecycle costing. International Journal of Production Economics, 130(2), 262–267.
Xiao, T., Shi, K. and Yang, D. (2010). “Coordination of a supply chain with consumer return under demand uncertainty”, International Journal of Production Economics, Vol. 124 No. 1, pp. 171-180.
Yang, H., Chen, J., Chen, X. and Chen, B. (2017). “The impact of customer returns in a supply chain with a common retailer”, European Journal of Operational Research, Vol. 256 No. 1, pp. 139-150.
Young, W., Hwang, K., McDonald, S., & Oates, C. J. (2010). Sustainable consumption: green consumer behaviour when purchasing products. Sustainable development, 18(1), 20-31.
Zarei Matin, Hassan, Jandaghi, Gholamreza, Heidari, Faezeh and Imani, Monireh (2009). Assessment of Veterans' Attitude toward Services Provided by Percentage of Disability and Needs, Journal of Veterans Medicine, Vol. 2, No. 6, pp. 31-22.
)