Procedia Computer Science · 2015 · 39 citations · 5 references
BusinessOperations ManagementQuality ManagementDecision Support SystemsPerformance MeasurementTotal Quality ManagementDecision Support System DesignDecision Support System EvaluationPerformance EvaluationService EvaluationService Performance MeasurementService QualityAnalytic Hierarchy ProcessCase Study EvaluationCompany Service ProvidersDecision Support System ModelsModel Performance EvaluationOutsourcing ManagementPerformance Measurement In OutsourcingService Outsourcing Management
This work aims to describe the development stages of a decision support system for evaluating the quality of services provided by outsourced companies that serve organisations in the Brazilian retail sector. It used applied research, implemented through a case study conducted with the outsourced service providers of one of the 158 subsidiaries of a retail company. Using the Analytic Hierarchy Process (AHP), it was possible to develop an evaluation model capable of measuring the performance of the quality indicators and evaluating the performance of the outsourced services provided to the company under study.
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