PERFORMANCE MEASUREMENT OF PROCESS BASED ENTERPRISE APPLICATIONS USING INCOMPLETE INTERVAL-VALUED INTUITIONISTIC PREFERENCE RELATIONS: THE CASE OF CALL CENTERS


Öztayşi B. , Çevik Onar S. , Kahraman C. , Gok M.

12th International Conference on Fuzzy Logic and Intelligent Technologies in Nuclear Science (FLINS), Roubaix, France, 24 - 26 August 2016, vol.10, pp.851-856 identifier

  • Publication Type: Conference Paper / Full Text
  • Volume: 10
  • City: Roubaix
  • Country: France
  • Page Numbers: pp.851-856

Abstract

Performance Measurement (PM) can be defined as a combination of numerically expressed characteristics of a company's, a team's or an activity's which give insight about the success or degree of accomplishment of the goals. The aim of performance measurement of process based enterprise applications is to provide an objective measurement which can be later used for promotions or rewards. In this paper, incomplete interval-valued intuitionistic preference relations are used to determine the weights of the key performance indicators (KPI) which are used aggregate and determine the final performance values.