• Causal modelling and analysis evaluation of online reputation management using Fuzzy Delphi and DEMATEL

      Kumar, Anil; Dash, Manoj Kumar; BML Munjal University; Indian Institute of Information Technology and Management, Gwalior; School of Management, BML Munjal University, Gurgaon, India; Behavioural Economics Experiments and Analytics Laboratory, Indian Institute of Information Technology and Management, Gwalior, India (IGI Global, 2017-01)
      Online reputation management (ORM) is a significant and proactive tool that can reinforce the credibility of the service provider. Literature existing today on this topic has rarely reported on the causal modeling analysis from an ORM perspective. Therefore, the objective of this paper is to build a factor structure of ORM and to build the inter-relationship map amongst the criteria of each factor. To allow for vague human judgment, a fuzzy concept is employed in a form of Fuzzy Delphi. The DEMATEL technique has been used to develop a Network Relationship Map (NRM) among the criteria of each factor. Data has been gathered through a structured questionnaire conducted with a survey of experts. The study divided the criteria of each factor into cause-effect criteria. Findings of the study show that criteria such as distributed reputation system, trust, online competitive branding, website management, customer relationship, search engine optimization, corporate social responsibility, users' reach, competition/page views, purchase discounted products and cash back or money back fall under the cause group of ORM's factors. The results of this study can not only help service providers to enhance their reputation but can also guide them towards targeting their customers in an online platform.
    • Construction of capital procurement decision making model to optimize supplier selection using Fuzzy Delphi and AHP-DEMATEL

      Kumar, Anil; Pal, Amit; Vohra, Ashwani; Gupta, Sachin; Manchanda, Suryakant; Dash, Manoj Kumar; BML Munjal University; Indian Institute of Information Technology and Management; BML Munjal University, Gurugram, India; MBA-Hero Lead, BML Munjal University, Gurugram, India; et al. (Emerald, 2018-07-02)
      Purpose – Supplier selection for capital procurement is a major strategic decision for any automobile company. The decision determines the success of the company and must be taken systematically with the utmost transparency. Therefore, the aim of this study is the construction of capital procurement decision making models to optimize supplier selection in the Indian automobile industry. Design/methodology/approach – To achieve the stated objective, a combined approach of fuzzy theory and AHP-DEMATEL is applied. Evaluation parameters are identified through an extensive literature review and criteria validation has been introduced through a Fuzzy Delphi method by using fuzzy linguistic scales to handle the vagueness of information. AHP is employed to find the priority weight of criteria although an inter-relationship map among criteria is not possible through AHP alone since it considers all criteria as independent. To overcome this, DEMATEL is used to establish cause-effect relationships among criteria. Findings – The results show that the total cost of ownership is the first weighted criterion in supplier selection for capital procurement, followed by manufacturing flexibility and maintainability, then conformity with requirement. The cause-effect model shows that supplier profile, total cost of ownership, service support and conformity with requirement are in the cause group and are considered to be the most critical factors in selecting the supplier. Originality/value – The study’s outcome can help the automobile industry to optimize their selection process in selecting their suppliers for capital procurement; the proposed model can provide guidelines and direction in this regard.
    • Evaluating the human resource related soft dimensions in green supply chain management implementation

      Kumar, Anil; Kumar Mangla, S; Luthra, Sunil; Ishizaka, Alessio; University of Derby; University of Plymouth; Government Polytechnic, Jhajjar-124103; University of Portsmouth (Taylor and Francis, 2019-04-25)
      Due to increased carbon emissions, environmental protection initiatives have gained significant attention at global level. One of the major initiatives taken by the industrial sector to minimise the negative environmental effect of the value chain activities is Green Supply Chain Management (GSCM). In industry, soft (human resource-related) dimensions influence the implementation of GSCM process greatly. In the literature, relatively less discussion is provided on assessing the significance of soft dimensions in efficient GSCM acceptance in industry. The present work is an attempt to construct a structural framework for assessing the significance of the soft dimensions in adopting GSCM concepts by taking a case of automotive company in India. A hybrid approach of Best Worst Method (BWM) and Decision-Making Trial and Evaluation Laboratory (DEMATEL) approach is employed in this work. BWM is used to prioritize the GSCM oriented soft dimensions, and DEMATEL is employed to extract interrelationships among them. The result shows that ‘Top management commitment’, ‘Employee involvement’, ‘Organizational culture’ and ‘Teamwork’ are the highly prioritized causal soft dimensions in efficient GSCM adoption. This research work would help industry managers and practitioners to decide where to concentrate for GSCM concepts in context of soft dimensions for sustainable business development.
    • Fuzzy Delphi and hybrid AH-MATEL integration for monitoring of paint utilization

      Kumar, Anil; Mussada, Eswara Krishna; Ashif, Mohammed; Tyagi, Divakar; Srivastava, Ashish Kumar; BML Munjal University (University of Maribor, 2017-03-07)
      This study investigates the unattended aspects of paint utilization selection criteria in industries. In today competitive business environment almost all companies focus towards sustainable manufacturing. The utilization evaluation and selection criteria for paint and its consumption reduction is the top priority for industry. Especially in automotive industries, paint shop stands as a centre for hazardous waste due to wastage of paint and thinner during the painting process. This research work focuses on optimizing consumption of paint by finding most important criteria affecting paint consumption and optimizing the same to achieve maximum paint yield. The study uses the routes of Delphi technique in a fuzzy environment to find out the most important criteria for paint utilization selection, so that maximize utilization and minimize consump-tion reduction of paint has been achieved. An integrated approach of AHP and DEMATEL methods has been implemented to prioritize the criteria and to familiarize the relationship within criteria. The outcomes of the study substantiate and proves that this study is the best way to select a particular paint utilization selection criteria for the paint shop and also to anticipate the optimal level of paint utilization.
    • Measuring and improving customer retention at authorised automobile workshops after free services.

      Kumar, Anil; Luthra, Sunil; Khandelwal, Dinesh Kumar; Mehta, Rajneesh; Chaudhary, Nityanand; Bhatia, Sukhdev; BML Munjal University; Government Engineering College, Nilokheri, India (Elsevier, 2017-07-29)
      Customer retention is vital for businesses with much research literature now available. But nothing has been investigated regarding measuring and improving customer retention at authorised automobile workshops after free services. Even after providing extensive warranties and other free service benefits, customers don’t use authorised workshops although their vehicles are still under warranty. By not arranging regular maintenance services, customers lose warranty benefits, with product performance and safety related awareness undermined; companies lose huge business potential. Therefore, this study aims to measure and improve customer retention at authorized automobile workshops after free services. To achieve this, a four-phased study has been conducted. In phase one, a combination of a literature review and expert opinions is used to identify customers’ retention factors. The second and third phases describe how data is collected from industry experts and customers. Analytical Hierarchy Process (AHP) and Decision Making Trial & Evaluation Laboratory (DEMATEL) are used to prioritise and examine inter-relationships among factors. In the last phase, the study recommends three business strategies to help a company to improve customer retention and make their Annual Maintenance Contract (AMC) product more customer friendly.