Abstract
With the development of the warranty activities, warranty service quality is becoming more and more important to influence customers’ satisfaction and how to evaluate warranty service has become a hot research topic. To determine the effectiveness of warranty service from multi-criteria, this paper proposes the balanced score card to model the product warranty performance system. On this basis, the system dynamics method is developed and converted to product warranty performance system. After the main performance indicators are obtained, the system dynamics is designed and simulated.
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Acknowledgments
The authors would like to acknowledge the supports provided by the Project of National Natural Science Foundation of China (No. 71171142). And the Research Fund for Doctoral Program of Higher Education, China (No.20110032110034).
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Wu, Yj., Liu, Zx. (2016). Study on Performance Evaluation of Product Warranty Service System Based on Balanced Score Card and System Dynamics. In: Qi, E., Shen, J., Dou, R. (eds) Proceedings of the 22nd International Conference on Industrial Engineering and Engineering Management 2015. Atlantis Press, Paris. https://doi.org/10.2991/978-94-6239-180-2_36
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DOI: https://doi.org/10.2991/978-94-6239-180-2_36
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