Integrated call center performance measurement using hierarchical intuitionistic fuzzy axiomatic design

Basar Oztaysi*, Sezi Cevik Onar, Cengiz Kahraman

*Bu çalışma için yazışmadan sorumlu yazar

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2 Atıf (Scopus)

Özet

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.

Orijinal dilİngilizce
Ana bilgisayar yayını başlığıAdvances in Fuzzy Logic and Technology 2017 - Proceedings of
Ana bilgisayar yayını alt yazısıEUSFLAT-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
EditörlerKrassimir T. Atanassov, Maciej Krawczak, Janusz Kacprzyk, Eulalia Szmidt, Slawomir Zadrozny, Maciej Krawczak
YayınlayanSpringer Verlag
Sayfalar94-105
Sayfa sayısı12
ISBN (Basılı)9783319668260
DOI'lar
Yayın durumuYayınlandı - 2018
EtkinlikConference 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
Süre: 11 Eyl 201715 Eyl 2017

Yayın serisi

AdıAdvances in Intelligent Systems and Computing
Hacim643
ISSN (Basılı)2194-5357

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???event.eventtypes.event.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
Ülke/BölgePoland
ŞehirWarsaw
Periyot11/09/1715/09/17

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Publisher Copyright:
© 2018, Springer International Publishing AG.

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