Performance measurement using intuitionistic fuzzy sets: A case study from debt collection centers

Performance measurement (PM) is a vital aspect of management, conducted periodically to assess the success or quality of a specific process or an organization. Performance encompasses both goals and relational models crucial for achieving those goals within a given time frame. From another perspective, performance measurement is about determining related performance indicators and providing a numerical summarized result which can be used for comparisons. Converting various indicators to an overall performance score can be modeled as a multi-criteria decision making problem. In this study, we focus on performance measurement of debt collection centers which are organizations specialized in collecting money from debtors. To this end, a decision model is developed and intuitionistic fuzzy Analytic Hierarchy Process is used to obtain the criteria weights. The proposed framework is shown in a real-world case study.