Unveiling the impact of defect complaints on vehicle recall delays: an integrated agent-based simulation and factor screening approach

Quality and safety are critical for manufacturers, particularly in the automotive industry, where rising defect complaints drive vehicle recalls. The growth of platform economics and social media has increased complaint volumes, posing challenges for government agencies and companies in managing them effectively. This work introduces a robust analytics approach to assess and optimise the complaint-recall process, featuring two main components: agent-based modelling and multi-response simulation factor screening. The agent-based simulation model serves as an experimental testbed, revealing complex behaviours and dynamics within the complaint-recall process. An extended version of Morris' elementary effects method is proposed to identify key operational factors impacting performance. The numerical study demonstrates that sustained increases in defect complaints can significantly degrade system performance, particularly in terms of delays. Our findings suggest that both government agencies and manufacturers play crucial roles in managing flow times for recall and non-recall cases. Enhanced cooperation between these parties can notably reduce recall case processing times. This study provides stakeholders with a valuable tool for optimising operational conditions and improving overall recall system efficiency.