Presenting a Structural Model for Improving Productivity in Small and Medium-Sized Automotive After-Sales Service Industries Based on the APQC Framework: A Case Study of Atin Part Afzar Company

The present article is developed out of necessity and in response to the growing diversity in providing after-sales services, particularly for imported vehicles, for Atin Part Afzar Company, which operates under the Mammut Holding. Based on the research process representation outlined in the paper, achieving a contingency model of after-sales service first required focusing on the key concepts of productivity, modeling, the APQC standard, the system of variables influencing modeling, and the relationships and ratios among them. Relevant literature was gathered through reliable domestic and international documents and references, and expert interviews were conducted to contextualize the contingency process. As a result, a system of variables and an initial conceptual model were proposed. The research is developmental-applied in nature and employed an exploratory mixed-methods design. The validity and reliability of the final model were assessed using SmartPLS software through measurement and structural modeling. The study utilized a purposive sample of ۲۰ participants drawn from different departments of the company, along with several distinguished university professors. Subsequently, the study examined the research hypotheses, which focused on the relationships between the dual dimensions of support management and service, the operational dimension, and ۱۴ interrelations among the components and subcomponents derived from the APQC model. Findings from inferential statistics confirmed the proposed contingency model of after-sales service in Atin Part Afzar Company, and the model was further validated as a good fit. Ultimately, in addition to confirming the hypotheses, the internal and external consistency of the variables—and, in other words, the appropriateness of the variables for application in Atin Part Afzar Company—were verified. The present article is developed out of necessity and in response to the growing diversity in providing after-sales services, particularly for imported vehicles, for Atin Part Afzar Company, which operates under the Mammut Holding. Based on the research process representation outlined in the paper, achieving a contingency model of after-sales service first required focusing on the key concepts of productivity, modeling, the APQC standard, the system of variables influencing modeling, and the relationships and ratios among them. Relevant literature was gathered through reliable domestic and international documents and references, and expert interviews were conducted to contextualize the contingency process. As a result, a system of variables and an initial conceptual model were proposed. The research is developmental-applied in nature and employed an exploratory mixed-methods design. The validity and reliability of the final model were assessed using SmartPLS software through measurement and structural modeling. The study utilized a purposive sample of ۲۰ participants drawn from different departments of the company, along with several distinguished university professors. Subsequently, the study examined the research hypotheses, which focused on the relationships between the dual dimensions of support management and service, the operational dimension, and ۱۴ interrelations among the components and subcomponents derived from the APQC model. Findings from inferential statistics confirmed the proposed contingency model of after-sales service in Atin Part Afzar Company, and the model was further validated as a good fit. Ultimately, in addition to confirming the hypotheses, the internal and external consistency of the variables—and, in other words, the appropriateness of the variables for application in Atin Part Afzar Company—were verified.

Keywords:

interpretive structural modeling (ISM) , productivity improvement , automotive after-sales service , APQC framework