Designing of After Sale Service in World Class Manufacturing (WCM) with Soft System Methodology (SSM) approach (case study: LPG Industry)

Industries in Iran are not aware of the characteristics of after-sales service and its impact on customer satisfaction. Despite the research, a coherent model has not been developed on the vital issue of after-sales services in the liquid gas industry in Iran. Considering the complexity of designing the after-sales service model in the world-class liquid gas industry, a methodology approach to soft systems has been exploited. In this research, using the above approach, the problem of non-structured design, model design at the world-class level is explained, and then by specifying its boundaries, the image of the various actors of the system and their benefits are depicted. In the third step, the CATWOE approach is used to explain the basic definition of the after-sales service model in this industry, and in the fourth stage, a conceptual model of activities is presented using the root definition. The researcher will exploit this phase of the integration of ISM and Fuzzy Delphi in the process of solution. In the fifth step, the developed model is compared with the real world. In Phase VI, desirable and feasible changes were identified in terms of identifying system whit IAP Technique constraints. Finally, suggestions are given to authorities and stakeholders to develop the model to reach the world-class level.