ارزیابی بهره‌وری خدمات با رویکرد ترکیبی FBWM & DEA-EEP (مورد مطالعه: شرکت‌های توزیع نیروی برق)

نوع مقاله : مقاله علمی پژوهشی

نویسندگان

1 دکتری مدیریت صنعتی، گروه مدیریت صنعتی، دانشکده مدیریت، دانشگاه تهران، تهران، ایران.

2 استاد، گروه مدیریت تکنولوژی و نوآوری، دانشکده مدیریت، دانشگاه تهران، تهران، ایران.

3 استاد، گروه مدیریت صنعتی و فناوری اطلاعات، دانشکده مدیریت و حسابداری، دانشگاه شهید بهشتی، تهران، ایران.

4 دانشیار، گروه مدیریت صنعتی، دانشکده مدیریت، دانشگاه تهران، تهران، ایران.

5 استاد، گروه مدیریت صنعتی، دانشکده مدیریت، دانشگاه تهران، تهران، ایران.

چکیده

هدف: امروزه بهره‌‏وری یکی از عوامل مهم در رشد اقتصادی است. در سطح سازمان، سطح بالای بهره‌وری نشان‌دهنده عملکرد مطلوب برای کسب مزیت رقابتی است. با وجود نقش مهم ارزیابی بهره‌وری سازمان‌های خدماتی در رشد اقتصادی، مطالعات اندکی در این زمینه صورت گرفته است. هدف این پژوهش، ارزیابی بهره‌وری خدمات با رویکرد ترکیبی بهترین ـ بدترین فازی و تحلیل پوششی داده است.
روش: در مرحله اول با مروری جامع بر ادبیات پژوهش، به شناسایی شاخص‌های ارزیابی بهره‌وری خدمات پرداخته شد. در ادامه، شاخص‌های ارزیابی با استفاده از روش بهترین ـ بدترین فازی وزن‌دهی شدند. پس از وزن‌دهی شاخص‌ها و تعیین میزان اهمیت هر یک از آن‌ها با استفاده از رویکرد تحلیل پوششی داده‌ها، کارایی و اثربخشی و بهره‌وری شرکت توزیع برق مازندران، طی 5 سال متوالی از 1395 تا 1399ارزیابی شد.
یافته‌ها: در این پژوهش با استفاده از شاخص‌های کمّی و کیفی مؤثر بر ارزیابی بهره‌وری شرکت‌های توزیع برق، به ارزیابی هم‏زمان کارایی و اثربخشی و بهره‌وری پرداخته شد.
نتیجه‌گیری: نتایج پژوهش کمک می‌کند تا ارزیابی بهره‌وری خدمات با تأکید بر هر دو جنبه کمّی و کیفی خدمات و توجه به ابعاد کارایی و اثربخشی، به‌طور هم‏زمان صورت گیرد. همچنین مبتنی بر نتایج پژوهش، استراتژی‌های بهبود بهره‌وری ارائه شد.

کلیدواژه‌ها

موضوعات

عنوان مقاله [English]

Evaluating Service Productivity via Combining Approach FBWM & DEA-EEP (Case Study: Mazandaran Electricity Distribution Company)

نویسندگان [English]

  • Soheila Etezadi 1
  • Hossein Safari 2
  • Mostafa Zandieh 3
  • Mohammad Reza Sadeghi Moghaddam 4
  • Ahmad Jafarnejhad 5
1 Ph.D., Department of Industrial Management, Faculty of Management, University of Tehran, Tehran, Iran.
2 Prof., Department of Technology and Innovation Management, Faculty of Management, University of Tehran, Tehran, Iran.
3 Prof., Department of Industrial Management and Information Technology, Faculty of Management and Accounting, Shahid Beheshti University, Tehran, Iran.
4 Associate Prof., Department of Industrial Management, Faculty of Management, University of Tehran, Tehran, Iran.
5 Prof., Department of Industrial Management, Faculty of Management, University of Tehran, Tehran, Iran.
چکیده [English]

Objective: Today, productivity is one of the most important factors in economic growth. At the organizational level, a high level of productivity indicates optimal performance to gain a competitive advantage. Despite the important role of productivity of service organizations in economic growth, few studies have been conducted in this context. The purpose of this study is to evaluate service productivity by a combined fuzzy best-worst method and data envelopment analysis.
Methods: In the first stage, carrying out a comprehensive review of the research literature, indicators of service productivity evaluation were identified. Then, the evaluation indicators were weighed using the fuzzy best-worst method. After weighing the indicators and determining the importance of each of them, using the data envelopment analysis approach, the efficiency, effectiveness, and productivity of Mazandaran Electricity Distribution Company were evaluated for five consecutive years from 2016 to 2020.
Results: In this study, efficiency, effectiveness, and productivity were simultaneously evaluated using quantitative and qualitative indicators affecting the evaluation of the productivity of electricity distribution companies.
Conclusion: The obtained results would help to assess service productivity by emphasizing both quantitative and qualitative aspects of services and paying attention to the dimensions of efficiency and effectiveness simultaneously. Productivity improvement strategies were also suggested based on the achieved results of the current study.

کلیدواژه‌ها [English]

  • Fuzzy Best-Worst
  • Data Envelopment Analysis
  • Improvement Strategy
  • Services
  • Service Productivity

مراجع

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مدیریت صنعتی
دوره 15، شماره 1
1402
صفحه 30-64

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