Acceso usuarios
Javad Sofiyabadi, Bahare Kolahi, Changiz Valmohammadi
This study attempts, through focusing on the concept of strategic control and by using fuzzy VIsekriterijumska Optimizacija i KOmpromisno Resenje (VIKOR) technique, to measure the importance and priority of key performance indicators (KPIs) in a successful service business of LG ‘Goldiran Customer Service Company’. Based on the balanced score card, the KPIs in the four perspectives were determined and, by employing fuzzy multiple criteria decision-making (FMCDM) techniques, a systematic approach to help managers in strategic control was developed. The KPIs have been selected and used solely on the basis of LG's strategy and requirements. The survey company is among the best practice firms in the Middle East region. Therefore, the proposed hybrid systematic approach could be used as a suitable base for the development of strategic control by other companies. The obtained result from the experts' views reveal that on time and high-quality services to customer and human capital development are the most important KPIs for the implementation of strategic control in Goldiran Customer Service Company. Therefore, it could be concluded that the survey company should pay special attention to the control of the customer, and learning and growth perspectives.
