Service order prioritization applying decision making methods: AHP integrated with PROMETHEE

Detalhes bibliográficos
Autor(a) principal: Alves, Luis Gabriel de Alencar
Data de Publicação: 2023
Outros Autores: Tavares, Frederico Romel Maia, Mendonça, Francisca Jeanne Sidrim de Figueiredo, Duarte, Ana Karine Gomes
Tipo de documento: Artigo
Idioma: por
Título da fonte: Revista Produção Online
Texto Completo: https://www.producaoonline.org.br/rpo/article/view/4637
Resumo: 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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spelling Service order prioritization applying decision making methods: AHP integrated with PROMETHEEPriorização de ordens de serviço aplicando métodos de tomada de decisão: o AHP integrado ao PROMETHEEMDCAAHPPROMETHEEService OrderManagement SystemMDCAAHPPROMETHEEOrdem de ServiçoSistema de GestãoThis 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.O presente estudo de caso apresenta o desenvolvimento e a aplicação de um sistema de gerenciamento de ordens de serviço em uma empresa provedora de internet, além da integração de recursos para priorização dessas ordens a partir da utilização de métodos de tomada de decisão multicritério. Dentre os métodos estudados, foram selecionados o método AHP e o método PROMETHEE. O método AHP é utilizado para os cálculos dos pesos dos critérios e o método PROMETHEE é aplicado em seguida para realizar os procedimentos de priorização das ordens de serviços utilizando os pesos obtidos anteriormente. O sistema foi desenvolvido e integrado a um algoritmo contendo os métodos de decisão para que as priorizações das OS tornem-se automáticas e sejam recalculadas a partir da criação de uma nova ordem de serviço. Os resultados da implementação do sistema foram obtidos por meio da análise das alterações e de entrevistas estruturadas realizadas com os principais funcionários sobre o impacto que o uso do software causou no seu cotidiano. Foi possível apontar melhorias, como aumento na organização empresarial e maior eficiência no atendimento dos clientes.Associação Brasileira de Engenharia de Produção2023-03-03info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfaudio/mpeghttps://www.producaoonline.org.br/rpo/article/view/463710.14488/1676-1901.v22i2.4637Revista Produção Online; Vol. 22 No. 2 (2022); 2763-2784Revista Produção Online; v. 22 n. 2 (2022); 2763-27841676-1901reponame:Revista Produção Onlineinstname:Associação Brasileira de Engenharia de Produção (ABEPRO)instacron:ABEPROporhttps://www.producaoonline.org.br/rpo/article/view/4637/2177https://www.producaoonline.org.br/rpo/article/view/4637/2178Copyright (c) 2023 Revista Produção Onlinehttps://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessAlves, Luis Gabriel de AlencarTavares, Frederico Romel MaiaMendonça, Francisca Jeanne Sidrim de FigueiredoDuarte, Ana Karine Gomes2023-03-03T18:34:49Zoai:ojs.emnuvens.com.br:article/4637Revistahttp://producaoonline.org.br/rpoPUBhttps://www.producaoonline.org.br/rpo/oai||producaoonline@gmail.com1676-19011676-1901opendoar:2023-03-03T18:34:49Revista Produção Online - Associação Brasileira de Engenharia de Produção (ABEPRO)false
dc.title.none.fl_str_mv Service order prioritization applying decision making methods: AHP integrated with PROMETHEE
Priorização de ordens de serviço aplicando métodos de tomada de decisão: o AHP integrado ao PROMETHEE
title Service order prioritization applying decision making methods: AHP integrated with PROMETHEE
spellingShingle Service order prioritization applying decision making methods: AHP integrated with PROMETHEE
Alves, Luis Gabriel de Alencar
MDCA
AHP
PROMETHEE
Service Order
Management System
MDCA
AHP
PROMETHEE
Ordem de Serviço
Sistema de Gestão
title_short Service order prioritization applying decision making methods: AHP integrated with PROMETHEE
title_full Service order prioritization applying decision making methods: AHP integrated with PROMETHEE
title_fullStr Service order prioritization applying decision making methods: AHP integrated with PROMETHEE
title_full_unstemmed Service order prioritization applying decision making methods: AHP integrated with PROMETHEE
title_sort Service order prioritization applying decision making methods: AHP integrated with PROMETHEE
author Alves, Luis Gabriel de Alencar
author_facet Alves, Luis Gabriel de Alencar
Tavares, Frederico Romel Maia
Mendonça, Francisca Jeanne Sidrim de Figueiredo
Duarte, Ana Karine Gomes
author_role author
author2 Tavares, Frederico Romel Maia
Mendonça, Francisca Jeanne Sidrim de Figueiredo
Duarte, Ana Karine Gomes
author2_role author
author
author
dc.contributor.author.fl_str_mv Alves, Luis Gabriel de Alencar
Tavares, Frederico Romel Maia
Mendonça, Francisca Jeanne Sidrim de Figueiredo
Duarte, Ana Karine Gomes
dc.subject.por.fl_str_mv MDCA
AHP
PROMETHEE
Service Order
Management System
MDCA
AHP
PROMETHEE
Ordem de Serviço
Sistema de Gestão
topic MDCA
AHP
PROMETHEE
Service Order
Management System
MDCA
AHP
PROMETHEE
Ordem de Serviço
Sistema de Gestão
description 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.
publishDate 2023
dc.date.none.fl_str_mv 2023-03-03
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://www.producaoonline.org.br/rpo/article/view/4637
10.14488/1676-1901.v22i2.4637
url https://www.producaoonline.org.br/rpo/article/view/4637
identifier_str_mv 10.14488/1676-1901.v22i2.4637
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://www.producaoonline.org.br/rpo/article/view/4637/2177
https://www.producaoonline.org.br/rpo/article/view/4637/2178
dc.rights.driver.fl_str_mv Copyright (c) 2023 Revista Produção Online
https://creativecommons.org/licenses/by/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2023 Revista Produção Online
https://creativecommons.org/licenses/by/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
audio/mpeg
dc.publisher.none.fl_str_mv Associação Brasileira de Engenharia de Produção
publisher.none.fl_str_mv Associação Brasileira de Engenharia de Produção
dc.source.none.fl_str_mv Revista Produção Online; Vol. 22 No. 2 (2022); 2763-2784
Revista Produção Online; v. 22 n. 2 (2022); 2763-2784
1676-1901
reponame:Revista Produção Online
instname:Associação Brasileira de Engenharia de Produção (ABEPRO)
instacron:ABEPRO
instname_str Associação Brasileira de Engenharia de Produção (ABEPRO)
instacron_str ABEPRO
institution ABEPRO
reponame_str Revista Produção Online
collection Revista Produção Online
repository.name.fl_str_mv Revista Produção Online - Associação Brasileira de Engenharia de Produção (ABEPRO)
repository.mail.fl_str_mv ||producaoonline@gmail.com
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