Integrated call center performance measurement using hierarchical intuitionistic fuzzy axiomatic design

Basar Oztaysi; Sezi Cevik Onar; Cengiz Kahraman

doi:10.1007/978-3-319-66827-7_9

Integrated call center performance measurement using hierarchical intuitionistic fuzzy axiomatic design

Basar Oztaysi^*, Sezi Cevik Onar, Cengiz Kahraman

^*Corresponding author for this work

Department of Industrial Engineering

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

2 Citations (Scopus)

Abstract

Measurement of performance is an important management process which deals with assessment and evaluation of a particular process or its’ outcomes. Performance measurement is used in different managerial levels for different purposes. While top management, use it to evaluate the results and construct new goals, at the personal level, performance measurement is good for recognising the current weaknesses and motivating for the future accomplishments. For a particular process, team or individual, first critical performance indicators (KPI) are determined, then targets for each KPI is set at the beginning of the period. At end of the assessment period, performance assessment is done for each KPI and the overall performance is calculated. When subjective and qualitative KPIs are used the overall performance measurement has the possibility to be affected by the evaluator. In this study, a performance measurement model for Call Centers are proposed. In the proposed approach hierarchical intuitionistic fuzzy axiomatic de-sign is used to calculate overall performance.

Original language	English
Title of host publication	Advances in Fuzzy Logic and Technology 2017 - Proceedings of
Subtitle of host publication	EUSFLAT-2017 – The 10th Conference of the European Society for Fuzzy Logic and Technology, IWIFSGN’2017 – The 16th International Workshop on Intuitionistic Fuzzy Sets and Generalized Nets
Editors	Krassimir T. Atanassov, Maciej Krawczak, Janusz Kacprzyk, Eulalia Szmidt, Slawomir Zadrozny, Maciej Krawczak
Publisher	Springer Verlag
Pages	94-105
Number of pages	12
ISBN (Print)	9783319668260
DOIs	https://doi.org/10.1007/978-3-319-66827-7_9
Publication status	Published - 2018
Event	Conference of the European Society for Fuzzy Logic and Technology, EUSFLAT 2017 and 16th International Workshop on Intuitionistic Fuzzy Sets and Generalized Nets, IWIFSGN 2017 - Warsaw, Poland Duration: 11 Sept 2017 → 15 Sept 2017

Publication series

Name	Advances in Intelligent Systems and Computing
Volume	643
ISSN (Print)	2194-5357

Conference

Conference	Conference of the European Society for Fuzzy Logic and Technology, EUSFLAT 2017 and 16th International Workshop on Intuitionistic Fuzzy Sets and Generalized Nets, IWIFSGN 2017
Country/Territory	Poland
City	Warsaw
Period	11/09/17 → 15/09/17

Bibliographical note

Publisher Copyright:
© 2018, Springer International Publishing AG.

Keywords

Axiomatic design
Call center
Intuitionistic fuzzy sets
Performance measurement

Access to Document

10.1007/978-3-319-66827-7_9

Cite this

Oztaysi, B., Cevik Onar, S., & Kahraman, C. (2018). Integrated call center performance measurement using hierarchical intuitionistic fuzzy axiomatic design. In K. T. Atanassov, M. Krawczak, J. Kacprzyk, E. Szmidt, S. Zadrozny, & M. Krawczak (Eds.), Advances in Fuzzy Logic and Technology 2017 - Proceedings of: EUSFLAT-2017 – The 10th Conference of the European Society for Fuzzy Logic and Technology, IWIFSGN’2017 – The 16th International Workshop on Intuitionistic Fuzzy Sets and Generalized Nets (pp. 94-105). (Advances in Intelligent Systems and Computing; Vol. 643). Springer Verlag. https://doi.org/10.1007/978-3-319-66827-7_9

Oztaysi, Basar ; Cevik Onar, Sezi ; Kahraman, Cengiz. / Integrated call center performance measurement using hierarchical intuitionistic fuzzy axiomatic design. Advances in Fuzzy Logic and Technology 2017 - Proceedings of: EUSFLAT-2017 – The 10th Conference of the European Society for Fuzzy Logic and Technology, IWIFSGN’2017 – The 16th International Workshop on Intuitionistic Fuzzy Sets and Generalized Nets. editor / Krassimir T. Atanassov ; Maciej Krawczak ; Janusz Kacprzyk ; Eulalia Szmidt ; Slawomir Zadrozny ; Maciej Krawczak. Springer Verlag, 2018. pp. 94-105 (Advances in Intelligent Systems and Computing).

@inproceedings{f3c9c137408143cdb88390c45f6d94d1,

title = "Integrated call center performance measurement using hierarchical intuitionistic fuzzy axiomatic design",

abstract = "Measurement of performance is an important management process which deals with assessment and evaluation of a particular process or its{\textquoteright} outcomes. Performance measurement is used in different managerial levels for different purposes. While top management, use it to evaluate the results and construct new goals, at the personal level, performance measurement is good for recognising the current weaknesses and motivating for the future accomplishments. For a particular process, team or individual, first critical performance indicators (KPI) are determined, then targets for each KPI is set at the beginning of the period. At end of the assessment period, performance assessment is done for each KPI and the overall performance is calculated. When subjective and qualitative KPIs are used the overall performance measurement has the possibility to be affected by the evaluator. In this study, a performance measurement model for Call Centers are proposed. In the proposed approach hierarchical intuitionistic fuzzy axiomatic de-sign is used to calculate overall performance.",

keywords = "Axiomatic design, Call center, Intuitionistic fuzzy sets, Performance measurement",

author = "Basar Oztaysi and {Cevik Onar}, Sezi and Cengiz Kahraman",

note = "Publisher Copyright: {\textcopyright} 2018, Springer International Publishing AG.; Conference of the European Society for Fuzzy Logic and Technology, EUSFLAT 2017 and 16th International Workshop on Intuitionistic Fuzzy Sets and Generalized Nets, IWIFSGN 2017 ; Conference date: 11-09-2017 Through 15-09-2017",

year = "2018",

doi = "10.1007/978-3-319-66827-7_9",

language = "English",

isbn = "9783319668260",

series = "Advances in Intelligent Systems and Computing",

publisher = "Springer Verlag",

pages = "94--105",

editor = "Atanassov, {Krassimir T.} and Maciej Krawczak and Janusz Kacprzyk and Eulalia Szmidt and Slawomir Zadrozny and Maciej Krawczak",

booktitle = "Advances in Fuzzy Logic and Technology 2017 - Proceedings of",

address = "Germany",

}

Oztaysi, B , Cevik Onar, S & Kahraman, C 2018, Integrated call center performance measurement using hierarchical intuitionistic fuzzy axiomatic design. in KT Atanassov, M Krawczak, J Kacprzyk, E Szmidt, S Zadrozny & M Krawczak (eds), Advances in Fuzzy Logic and Technology 2017 - Proceedings of: EUSFLAT-2017 – The 10th Conference of the European Society for Fuzzy Logic and Technology, IWIFSGN’2017 – The 16th International Workshop on Intuitionistic Fuzzy Sets and Generalized Nets. Advances in Intelligent Systems and Computing, vol. 643, Springer Verlag, pp. 94-105, Conference of the European Society for Fuzzy Logic and Technology, EUSFLAT 2017 and 16th International Workshop on Intuitionistic Fuzzy Sets and Generalized Nets, IWIFSGN 2017, Warsaw, Poland, 11/09/17. https://doi.org/10.1007/978-3-319-66827-7_9

Integrated call center performance measurement using hierarchical intuitionistic fuzzy axiomatic design. / Oztaysi, Basar ; Cevik Onar, Sezi ; Kahraman, Cengiz.
Advances in Fuzzy Logic and Technology 2017 - Proceedings of: EUSFLAT-2017 – The 10th Conference of the European Society for Fuzzy Logic and Technology, IWIFSGN’2017 – The 16th International Workshop on Intuitionistic Fuzzy Sets and Generalized Nets. ed. / Krassimir T. Atanassov; Maciej Krawczak; Janusz Kacprzyk; Eulalia Szmidt; Slawomir Zadrozny; Maciej Krawczak. Springer Verlag, 2018. p. 94-105 (Advances in Intelligent Systems and Computing; Vol. 643).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Integrated call center performance measurement using hierarchical intuitionistic fuzzy axiomatic design

AU - Oztaysi, Basar

AU - Cevik Onar, Sezi

AU - Kahraman, Cengiz

PY - 2018

Y1 - 2018

N2 - Measurement of performance is an important management process which deals with assessment and evaluation of a particular process or its’ outcomes. Performance measurement is used in different managerial levels for different purposes. While top management, use it to evaluate the results and construct new goals, at the personal level, performance measurement is good for recognising the current weaknesses and motivating for the future accomplishments. For a particular process, team or individual, first critical performance indicators (KPI) are determined, then targets for each KPI is set at the beginning of the period. At end of the assessment period, performance assessment is done for each KPI and the overall performance is calculated. When subjective and qualitative KPIs are used the overall performance measurement has the possibility to be affected by the evaluator. In this study, a performance measurement model for Call Centers are proposed. In the proposed approach hierarchical intuitionistic fuzzy axiomatic de-sign is used to calculate overall performance.

AB - Measurement of performance is an important management process which deals with assessment and evaluation of a particular process or its’ outcomes. Performance measurement is used in different managerial levels for different purposes. While top management, use it to evaluate the results and construct new goals, at the personal level, performance measurement is good for recognising the current weaknesses and motivating for the future accomplishments. For a particular process, team or individual, first critical performance indicators (KPI) are determined, then targets for each KPI is set at the beginning of the period. At end of the assessment period, performance assessment is done for each KPI and the overall performance is calculated. When subjective and qualitative KPIs are used the overall performance measurement has the possibility to be affected by the evaluator. In this study, a performance measurement model for Call Centers are proposed. In the proposed approach hierarchical intuitionistic fuzzy axiomatic de-sign is used to calculate overall performance.

KW - Axiomatic design

KW - Call center

KW - Intuitionistic fuzzy sets

KW - Performance measurement

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U2 - 10.1007/978-3-319-66827-7_9

DO - 10.1007/978-3-319-66827-7_9

M3 - Conference contribution

AN - SCOPUS:85029421003

SN - 9783319668260

T3 - Advances in Intelligent Systems and Computing

SP - 94

EP - 105

BT - Advances in Fuzzy Logic and Technology 2017 - Proceedings of

A2 - Atanassov, Krassimir T.

A2 - Krawczak, Maciej

A2 - Kacprzyk, Janusz

A2 - Szmidt, Eulalia

A2 - Zadrozny, Slawomir

A2 - Krawczak, Maciej

PB - Springer Verlag

T2 - Conference of the European Society for Fuzzy Logic and Technology, EUSFLAT 2017 and 16th International Workshop on Intuitionistic Fuzzy Sets and Generalized Nets, IWIFSGN 2017

Y2 - 11 September 2017 through 15 September 2017

ER -

Oztaysi B , Cevik Onar S , Kahraman C. Integrated call center performance measurement using hierarchical intuitionistic fuzzy axiomatic design. In Atanassov KT, Krawczak M, Kacprzyk J, Szmidt E, Zadrozny S, Krawczak M, editors, Advances in Fuzzy Logic and Technology 2017 - Proceedings of: EUSFLAT-2017 – The 10th Conference of the European Society for Fuzzy Logic and Technology, IWIFSGN’2017 – The 16th International Workshop on Intuitionistic Fuzzy Sets and Generalized Nets. Springer Verlag. 2018. p. 94-105. (Advances in Intelligent Systems and Computing). doi: 10.1007/978-3-319-66827-7_9

Integrated call center performance measurement using hierarchical intuitionistic fuzzy axiomatic design

Abstract

Publication series

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Bibliographical note

Keywords

Access to Document

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