Evaluating Service System Alternatives via a Computer Simulation‐enabled MCDM Framework

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.

Citation

Deng, W., Pei, W. and Tsai, C. (2007), "Evaluating Service System Alternatives via a Computer Simulation‐enabled MCDM Framework", Asian Journal on Quality, Vol. 8 No. 2, pp. 113-127. https://doi.org/10.1108/15982688200700018