Service order prioritization applying decision making methods
AHP integrated with PROMETHEE
DOI:
https://doi.org/10.14488/1676-1901.v22i2.4637Keywords:
MDCA, AHP, PROMETHEE, Service Order, Management SystemAbstract
This case study presents the development and application of a work order management system in an internet service provider company, as well as the integration of resources for prioritizing these orders through the use of multicriteria decision making methods. Among the methods studied, the AHP and PROMETHEE methods were selected. The AHP method is used to calculate the weights of the criteria and the PROMETHEE method is then applied to perform the prioritization procedures of the service orders using the weights previously obtained. The system was developed and integrated with an algorithm containing the decision methods so that the prioritizations of the servisse order become automatic and are recalculated when a new work order is created. The results of the system implementation were obtained through the analysis of the changes and structured interviews with key employees about the impact that the use of the software had on their daily lives. It was possible to point out improvements, such as an increase in business organization and greater efficiency in customer service.
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