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

^*Bu çalışma için yazışmadan sorumlu yazar

Endüstri Mühendisliği Bölümü

Araştırma sonucu: Kitap/Rapor/Konferans Bildirisinde Bölüm › Konferans katkısı › bilirkişi

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 dil	İngilizce
Ana bilgisayar yayını başlığı	Advances in Fuzzy Logic and Technology 2017 - Proceedings of
Ana bilgisayar yayını alt yazısı	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
Editörler	Krassimir T. Atanassov, Maciej Krawczak, Janusz Kacprzyk, Eulalia Szmidt, Slawomir Zadrozny, Maciej Krawczak
Yayınlayan	Springer Verlag
Sayfalar	94-105
Sayfa sayısı	12
ISBN (Basılı)	9783319668260
DOI'lar	https://doi.org/10.1007/978-3-319-66827-7_9
Yayın durumu	Yayınlandı - 2018
Etkinlik	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 Süre: 11 Eyl 2017 → 15 Eyl 2017

Yayın serisi

Adı	Advances in Intelligent Systems and Computing
Hacim	643
ISSN (Basılı)	2194-5357

???event.eventtypes.event.conference???

???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/Bölge	Poland
Şehir	Warsaw
Periyot	11/09/17 → 15/09/17

Bibliyografik not

Publisher Copyright:
© 2018, Springer International Publishing AG.

Belgeye Erişim

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

Diğer Dosyalar ve Linkler

Link to publication in Scopus

Alıntı Yap

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; Hac. 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. editör / 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, hac. 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; Hac. 643).

Araştırma sonucu: Kitap/Rapor/Konferans Bildirisinde Bölüm › Konferans katkısı › bilirkişi

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, editörler, 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

Özet

Yayın serisi

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Bibliyografik not

Belgeye Erişim

Diğer Dosyalar ve Linkler

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