Proposal for using AHP Method to Evaluate the Quality of Services Provided by Outsourced Companies | Zendy

André Andrade Longaray | Zendy; João de Deus Rodrigues Gois | Zendy; Paulo Roberto Munhoz | Zendy

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Proposal for using AHP Method to Evaluate the Quality of Services Provided by Outsourced Companies

Author(s) -

André Andrade Longaray,

João de Deus Rodrigues Gois,

Paulo Roberto Munhoz

Publication year - 2015

Publication title -

procedia computer science

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 0.334

H-Index - 76

ISSN - 1877-0509

DOI - 10.1016/j.procs.2015.07.083

Subject(s) - computer science , analytic hierarchy process , quality (philosophy) , risk analysis (engineering) , engineering management , operations research , business , philosophy , epistemology , engineering

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 tothe company under study

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