Performance optimisation of automobile service centre using Taguchi approach

The current growth of the service sector in global economies is unparalleled in human history. Along with pure service sectors like health, education, transport, the manufactured product also requires an efficient service network to take care the needs of after sales service of the product. In automobile sector, the after sales service is as big as the manufacturing sector. In order to spur the growth of automobile sector, it is required to have efficient after sales service network. For improving the performance of after sales service system, it is required to study the impact of varying levels of design parameters and to find the factor level combination that could yield near optimal shop performance. This paper presents a framework based on Taguchi experimental design for studying the impact of varying levels of decision and system parameters on the performance of automobile service centre. The study will help the managers in setting the priorities to focus on the assumed variables and also in highlighting likely factor level combination that would result in near‐optimal shop performance.