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The Construction of Service Chain Management for Optimizing Service Quality in After-Sales Service  

Lee, Cheol-Gyu (Department of Venture Technology & Management, Konkuk University)
Kim, Min-Jung (Department of Industrial Engineering, Konkuk University)
Yoo, Wang-Jin (Department of Venture Technology & Management, Konkuk University)
Publication Information
Journal of Korean Society for Quality Management / v.33, no.4, 2005 , pp. 12-20 More about this Journal
Abstract
Supply chain management is a total systems approach to delivering manufactured products to the end customer. Using information technology to coordinate all elements of the supply chain from parts suppliers to retailers achieves a level of integration that is a competitive advantage not available in traditional logistics systems. On the other hand, service chain management is an analogous systems approach that is especially suitable for delivering mobile services such as parcel delivery, cable installation, and home health care. The key elements that distinguish service supply chain management from supply chain management are bidirectional optimization, management of productive capacity, and management of perishability. The purpose of this study is to maintain the construction of service chain management by proving that service quality in after-sales service can be improved through service chain management. First of all, supply chain management, service quality, and service chain management were introduced in theoretical research. In empirical research, it was selected the domestic enterprise that produce electronic appliances with after-sales service, and some customers using the enterprise's after-sales service in the metropolitan area were selected as a sample by convenience sampling method and examined.
Keywords
Service Chain Management; After-Sales Service; Service Quality;
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