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首页> 外文期刊>International journal of information technologies and systems approach >The Extend Customer Requirement Factors Based Service Level Evaluation for Manufacturing Enterprises: Service Level Evaluation for Manufacturing Enterprise
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The Extend Customer Requirement Factors Based Service Level Evaluation for Manufacturing Enterprises: Service Level Evaluation for Manufacturing Enterprise

机译：基于扩展客户需求因子的制造企业服务水平评估：制造企业服务水平评估

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摘要

This study proposes a novel way to evaluate the enterprise customer service level (ECSL) for OEMs (Original Equipment Manufacturers). First, a set of service level evaluating metrics is established based on the extended customer requirement factors (ECRFs), which covers the whole service product delivery process to fully reflect enterprise customers' service requirement. Then, the hybrid fuzzy multiple-criteria decision-making approach combining the analytic hierarchy process (AHP) and the technique for order of preference by similarity to ideal solution (TOPSIS) are adopted. In the evaluating model, a fuzzy method is used to reflect the ambiguity in human thinking and decision making. The weight of each decision maker is determined by a two-layer way to make it more objective. The individual preferences are aggregated by AIP (aggregating individual priorities) way in the group decision-making process of the AHP to respect each decision makers' separate opinion. With the presented approach, ECSL can be evaluated and adjusted conveniently.
机译：这项研究提出了一种新颖的方法来评估OEM（原始设备制造商）的企业客户服务水平（ECSL）。首先，基于扩展的客户需求因子（ECRF）建立了一套服务水平评估指标，该指标涵盖了整个服务产品交付过程，以完全反映企业客户的服务需求。然后，采用混合层次分析法（AHP）和基于与理想解相似的偏好排序技术（TOPSIS）相结合的混合模糊多准则决策方法。在评估模型中，使用模糊方法来反映人类思维和决策过程中的歧义。每个决策者的权重通过两层方法确定，以使其更加客观。在AHP的集体决策过程中，个人偏好通过AIP（汇总个人优先级）的方式进行汇总，以尊重每个决策者的独立意见。使用所提出的方法，可以方便地评估和调整ECSL。

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