Investigating of Effective Factors in One of Markets in Tehran Using Hybrid Balance Scorecard and Fuzzy Multiple Criteria Decision Analysis

Hamed Haji Ebrahim Zargar¹ Ahmadreza Etemadi²

1) MSc. Student in Industrial Management, Islamic Azad University, Central Tehran Branch
2) Ph. D. Student in Industrial Management, Islamic Azad University, Central Tehran Branch

IOI Code : XYHC-BEGGC
Publication : 4th International Conference on Modern Research’s in Management,Economics & Accounting(4meaconf.com)
Abstract :
    In today’s competitive world, most of manufacturing and service companies have turned to new management approach. Among this approach, there are new methods of performance evaluation that play important role in improving the performance of an organization. Balanced Scorecard is one of the methods of evaluating the performance of the organization. In this research, by investigating other studies and interviewing experts, some of the main factors in evaluating the performance identified and categorizes in four aspect of balanced scorecard with fifteen sub factors. In the next step, effective factors and sub factors of evaluating the performance weighted and ranked by using Fuzzy Topsis. The results showed that among the factors, customer aspect is in the first priority and sub factors are customer retention, customer service level, customer needs assessment and meeting customer needs respectively.

Keywords : performance evaluation balanced scorecard fuzzy multiple criteria decision