Abstract
In order to take into account cost and timeliness and enhance accuracy testing, this study developed the fuzzy number and membership function, using the confidence interval of ratio operating performance index. Subsequently, according to the statistical test rules and the application of the fuzzy number and membership function, a fuzzy evaluation decision model for the operating performance index is proposed, to evaluate if the business performance reaches the needed level. Based on the abovementioned, the evaluation model in this study took into account not only timeliness but also accuracy, so that it could grasp the opportunity of improvement for operating organizations with poor operating performance after being evaluated. This fuzzy evaluation decision model for the operating performance index constructs a fuzzy membership function retrieved from an index’s confidence interval, reducing the chance of miscalculation due to sampling mistakes and improving the efficiency of evaluation. Finally, in order to facilitate the application of readers and the industry, this paper uses cases to explain the proposed fuzzy verification method. On the whole, the model proposed in this paper is a data-based auxiliary tool for the service operating performance improvement strategy.
Highlights
Quite a few people in the service industry are discussing evaluation methods of service performance, hoping to find a good evaluation model for the service operating performance as an auxiliary tool for the service operating improvement strategy to identify key service elements that need to improve, so as to grasp the opportunity of improvement [1,2,3,4,5]
The related methods of the customer satisfaction performance evaluation matrix mainly use questionnaires to conduct a satisfaction survey for each provided service item and adopt the performance evaluation matrix to find out the service items that need to be improved [6,7,8,9,10]
Based on the Smaller-the-Better type of six-sigma quality index proposed by Chen et al [14], this study brings up an operating performance index (OPI) containing a one-to-one mathematical relationship with the performance compliance ratio, viewed as a store-operating-performance evaluation tool
Summary
Ratio Operating Performance Index. Department of Industrial Engineering and Management, National Chin-Yi University of Technology, Taichung 41170, Taiwan Department of Business Administration, Chaoyang University of Technology, Taichung 41349, Taiwan Institute of Innovation and Circular Economy, Asia University, Taichung 41354, Taiwan School of Economics and Management, Dongguan University of Technology, No 1, Daxue Road, Songshan Lake, Dongguan 523808, China
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