Framework on performance management in automotive industry : a case study

The purpose of this research is to identify the risks and deficiencies that affect the performance of companies that provide vehicle after-sales services. Thus, this paper highlights the results of a comparative study based on a questionnaire conducted at the level of six brands in the automotive industry. A model was developed to investigate the factors that affect the global performance of the after-sales sector and the authenticity of the information related to the issue studied. Moreover, based on the collected data, this study evaluates the strategies related to performance management used by the organizations studied. In the end, even if the results showed a score of 81% on the questionnaire, we found that companies that provide vehicle after-sales services have not implemented and do not maintain totally the strategies related to performance management. Consequently, the need for change can be emphasized. Based on the analyzed data in the second part of the paper, we identified deficiencies and risks in terms of the organization, operation and management of the service units. These results confirm that the vehicle repair service has a significant influence on employee and customer satisfaction, on the quality of the vehicles repaired and the repair completion time.