نوع مقاله : مقاله پژوهشی
1 دانشجوی دکتری مهندسی صنایع، دانشگاه پیام نور، تهران، ایران.
2 استادیار گروه مهندسی صنایع، دانشگاه پیام نور، تهران، ایران.
3 استاد گروه مهندسی سیستم، دانشکده مهندسی صنایع، دانشگاه علم و صنعت ایران، تهران، ایران.
عنوان مقاله [English]
In 21st century, change is the most stable characteristic of business world which is the result of innovation in technology and continuous changes of customer needs and leads the firms to challenges and ignoring it may threat survival. Many enterprises revise their strategies and try to adapt with changes and response immediately to market needs. This is agility. In today’s turbulent environment, agility is one of the ain factors to survive and develop. Absolutely service provider enterprises are not exception. They not only sell their sevices, but also sell the solving way to customer needs. They believe they are not hundred percent complete and try to enrich their services and maximize the value added to the customer. To predict the model of agility in after sale service supply chain of heavy duty trucks, a literature review is done and the result is verified by the experts. Critical success factors of agility in service provider enterprises are identified using factor analysis. The conceptual model was predicted by SEM. Using these factors and the model, managers of these enterprises are able to increase responsibility and market share. Finally the model was tested in the after sale services of heavy duty trucks in Iran.