Citation

Al Jaradat, Shawqi Mohammad Ali (2025) Developing a Dealer Operating Standard Audit Programme (DOSAP): A Case Study of Volvo construction equipment in Middle East. PhD thesis, Multimedia University.

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Abstract

Organizations must continuously enhance operations and performance to thrive in a competitive environment. Volvo Construction Equipment (CE), known for its innovative development, recognizes the importance of monitoring dealer efficiency. The current approach to assessing Volvo CE dealerships is limited, relying heavily on market share performance and business plan analysis. This research developed the Dealer Operating Standards Audit Programme (DOSAP) as a new methodology to evaluate dealership performance, ensuring alignment with organizational objectives and consistent standards across all Middle East region. Using a qualitative approach, data were collected from Volvo CE dealerships cross the Middle East region through semi-structured interviews, and analysis of internal Volvo documents. The study integrated Agency Theory and the PDCA (Plan-Do-Check-Act) framework into DOSAP. Agency Theory addresses the principal-agent challenges between Volvo CE and its dealerships, while the PDCA framework offers a systematic approach to continuous improvement, allowing dealerships to plan, implement, evaluate, and adjust their operations cyclically. This integration enhances transparency, accountability, and mutual understanding. Key findings indicated that DOSAP significantly improved operational efficiency, strengthens dealer-manufacturer relationships, and fosters a culture of continuous improvement. Practical recommendations are provided for integrating DOSAP with the existing practice of Partnership Development Programme (PDP) for optimizing dealership management practices, and addressing specific challenges faced by dealerships. Additionally, the study suggests areas for future research, including longitudinal studies to assess the long-term effects of DOSAP and comparative studies to analyze variations in implementation across other regions. The objective of DOSAP is to support an ongoing continuity planning project framework that evaluates Volvo CE dealerships and identifies potential impacts that could negatively affect the business. By implementing DOSAP, Volvo CE can better align dealer development activities with corporate goals and consistently meet standard requirements across all operations. In summary, this study contributed to the field of dealership management by providing a robust evaluation tool, practical recommendations, and insights for future research. The findings are significant for Volvo CE and other companies in the construction equipment industry, offering a model for effective dealership management that enhances performance and competitive advantage.

Item Type:	Thesis (PhD)
Additional Information:	Call No.: HD58.95 .A45 2025
Uncontrolled Keywords:	Management audit
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28-70 Management. Industrial Management > HD58.7-58.95 Organizational behavior, change and effectiveness. Corporate culture
Divisions:	Faculty of Management (FOM)
Depositing User:	Ms Nurul Iqtiani Ahmad
Date Deposited:	16 Apr 2026 01:14
Last Modified:	16 Apr 2026 01:18
URII:	http://shdl.mmu.edu.my/id/eprint/15709

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