Models And Methods For The Car After Sales Service Chain Evaluation Based On Collaborative Entropy

With the rapid development of automobile industry, it is a rapid growth in the amount of cars in China. So that auto service becomes more and more important, which’s development directly affects the degree of society civilization and the sustainable development of economy. The fast development of the automobile industry brings great convenience to our lives, also brings tremendous pressures to the automobile after-service, causing problems such as the abundance of auto repairing factory, repairing shops and roadside stalls, and the "small, scattered, chaotic" general enterprisesof automobile after-service; and the monopoly operationsm, lack of coordination of some 4S brand service shops, and so on. To solve various services problems fundamentally with the development on the car after brought and adapt to the increasingly complex customer demand, automobile service enterprises not only need to improve the internal competitiveness, but also pay more attention to external resources and competitiveness. More and more automobile service enterprises choose outsourcing and to cooperate with other enterprises. The competition of after sales service chain gradually replaces single enterprise’s competition. Moreover, after the car service chain collaborative effect is directly related to the quality of automobile service chain competitive ability, and is directly related to the common goal can be achieved after the whole automobile service chain.Combines with the Chinese automobile service industry practice, it researches automobile after sales service chain modeling, automobile after sales service chain synergy evaluation modeling and evaluation method in this paper, which has important theory value and practical significance to enhance the automobile service industry management level, improve the service quality.(1) The construction of the car after sales service chain evaluation modelIn order to study the impact of the service chain on the whole the car after sales service, and reveal the whole operation mechanism and cooperative relationship of the car after sales service chain, it is firstly to construct automobile service chain simple model, conventional model and complex model on the base of the ordinary model of service chain; and to analyze the classification and characteristics of all kinds of automobile after sales service chain; and to construct the evaluation model of "three levels for one", with the synergy of inter-enterprises, between the enterprises and the service chain on the basis of these in the paper,(2) Study on the evaluation method of service chain based on the cooperative entropyWith the combination of entropy theory and coordination theory, collaborative entropy concept is proposed and used to describe the system elements of the synergic measurement. The collaborative entropy is more, the cooperation performance among the elements of the system is worse; on the other hand, collaborative entropy is less, the cooperation performance among the elements of the system is better. In order to better evaluate the service chain synergy on the car after sales, the collaborative entropy function is used to measure each evaluation index, and the metric values as input values use forthe method of BP neural network chose for collaborative training and simulation.(3) The research on the synergy of the car after sales service chainIn order to scientific evaluate synergy of automobile service chain, it evaluate the synergy on three levels of the automotive service chain of internal enterprise, between the enterprise and service chain.(1)The evaluation of automobile service internal enterprises has built the system with 13 specific indicators from three aspects of business association which is business relation, organization structure and operation mechanism. In the investigation of 18 automobile service enterprises based on, using collaborative entropy function of synergic measurement of evaluation index, and 13 indicators of collaborative entropy as input values, the BP neural network tr aining and simulation.(2)The evaluation index system of 16 concrete indicators is constructed from the strategic cooperation, organization synergy, information synergy and business cooperation. On the foundation of the investigation on 15 automobile service enterprises, using co llaborative entropy function of synergic measurement of evaluation index and 16 indicators of collaborative entropy as input values, BP neural network training and simulation.(3)The evaluation of after the automobile service chain from the strategic synergies, business collaboration, information collaboration and customer maintenance is constructed with 13 aspects of the four specific indicators of the evaluation index system. Based on the investigation of 14 car service chain of each enterprise and customer, using collaborative entropy function of synergic measurement of evaluation index and 13 indicators of collaborative entropy as input values, BP neural network training and simulation.After repeated training and learning on the sample data and its synergy evaluation results and expected value of small deviation, to achieve the desired accuracy; to build a car service chain synergy evaluation model and the evaluation methods reached a better evaluation of the results, and has good application value.The innovation of this paper is:(1) after the establishment of automobile service chain model, reveals the automobile service chain the overall operation mechanism;(2) to build a car service enterprises internal coordination between the enterprise, cooperativity, service chain synergy etc. "three in one" evaluation model, evaluation theory of collaborative further enriched;(3) proposed collaborative entropy function, and describes the connotation of the overall entropy of collaborative, has certain innovation on the theory of entropy rich;(4) in conjunction with the entropy function introduced to BP neural network, rich collaborative evaluation of training and simulation method.