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

摘要

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.