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

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