Event Title

Utilizing Knowledge Management for Improving the Operational Performance of an Automotive Service Center

Session

Management, Business and Economics

Description

In the era of autonomous driving systems, the time has come to introduce systems that can improve the performance and quality of the service process while reducing the need for continual managerial oversight. By continuously collecting and analyzing information, knowledge management based systems can help large service centers avoid bottlenecks and delays but also maintain consistency in the quality of the service process across all service centers. Most of the data is already available in one form or the other and what remains is to integrate the data with the service process by using new knowledge management concepts and ideas. This paper outlines a method for creating a tool that can help service centers improve performance by automating decision making.

Keywords:

Automotive operational management, management of service centers, quality of service process, computer aided decision making

Session Chair

Naim Preniqi

Session Co-Chair

Muhamet Gërvalla

Proceedings Editor

Edmond Hajrizi

ISBN

978-9951-437-96-7

Location

Lipjan, Kosovo

Start Date

31-10-2020 10:45 AM

End Date

31-10-2020 12:15 PM

DOI

10.33107/ubt-ic.2020.289

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Oct 31st, 10:45 AM Oct 31st, 12:15 PM

Utilizing Knowledge Management for Improving the Operational Performance of an Automotive Service Center

Lipjan, Kosovo

In the era of autonomous driving systems, the time has come to introduce systems that can improve the performance and quality of the service process while reducing the need for continual managerial oversight. By continuously collecting and analyzing information, knowledge management based systems can help large service centers avoid bottlenecks and delays but also maintain consistency in the quality of the service process across all service centers. Most of the data is already available in one form or the other and what remains is to integrate the data with the service process by using new knowledge management concepts and ideas. This paper outlines a method for creating a tool that can help service centers improve performance by automating decision making.