International Journal of Quality Innovation

Korean Society for Quality Management (한국품질경영학회)
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Evaluating Service System Alternatives via a Computer Simulation-enabled MCDM Framework

  • Deng, Wei-Jaw (Graduate School of Business Administration Chung-Hua University) ;
  • Pei, Wen (Graduate School of Business Administration Chung-Hua University) ;
  • Tsai, Chih-Hung (Department of Industrial Engineering and Management Ta-Hwa Institute of Technology)
  • Published : 2007.08.30
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Abstract

Decision makers in the service industry must effectively cope with queuing problems, service capacity optimization, service efficiency and service quality problems. This study proposes a computer simulation-enabled MCDM framework that integrates computer simulation analysis, Taguchi method, expert opinion and multiple criteria decision making (MCDM) to assist decision makers in coping with decision problems. In this framework, Taguchi method is adopted to reduce the time required for the simulation experiment. Computer simulation analysis is adopted to obtain useful information for rapid decision-making without interrupting actual production. MCDM is used to select the optimal alternative. The illustrative result is extremely promising.

Keywords

References

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