ارزیابی عملکرد با تلفیقی از مدل کارت امتیازی متوازن و روش بهترین- بدترین فازی مورد مطالعه: (شرکت بهره‌برداری قطارشهری مشهد)

نوع مقاله : مقاله پژوهشی

نویسندگان

1 دانشجوی کارشناسی ارشد، دانشگاه فردوسی مشهد.

2 استاد، دانشگاه فردوسی مشهد.

چکیده

هدف اصلی این پژوهش ارائه چارچوبی برای ارزیابی عملکرد شرکت بهره‌­برداری قطار شهری مشهد بر مبنای کارت امتیازی متوازن و تکنیک تصمیم‌­گیری چندمعیاره (بهترین ـ بدترین فازی) است. پژوهش حاضر از نظر هدف، کاربردی و از نظر روش، کمّی ـ اسنادی است. جمع‌­آوری داده‌های کیفی بر اساس نظر 15 خبره در طی مقطع زمانی بین سال­‌های 1396 تا 1398 در شرکت بهره‌­برداری قطار شهری مشهد صورت پذیرفت. 9 معیار در منظر مالی، 16 معیار در منظر مشتریان، 8 معیار در منظر فرایند داخلی و 14 معیار در منظر رشد و توسعه و یادگیری برای ارزیابی عملکرد از طریق اسناد شرکت و پژوهش­‌های پیشین شناسایی و وزن‌دهی شدند؛ بنابراین در این پژوهش تلاش شد به کمک تکنیک بهترین ـ بدترین فازی وزن منظرها و معیارها به­‌ترتیب محاسبه شود که منظر مشتریان بیشترین وزن و منظر رشد و توسعه و یادگیری کمترین وزن را به خود اختصاص دادند. درنهایت عملکرد شرکت بهره‌برداری قطار شهری مشهد ارزیابی شد که نتایج پژوهش نشان داد عملکرد کلی شرکت در سال 1397 به نسبت سال 1396 کاهش یافته و در سال 1398 به نسبت سال‌­های 1396 و 1397 بهبود یافته است.

کلیدواژه‌ها

موضوعات

عنوان مقاله [English]

Performance Evaluation with a Combination of Balanced Scorecard Model and the Fuzzy Best-Worst Method (Case Study: Mashhad City Train Operation Company)

نویسندگان [English]

  • Sepideh Barjasteh Nezhad 1
  • Mostafa Kazemi 2
  • Alireza Pooya 2
1 Master Student, Ferdowsi University.
2 Professor, Ferdowsi University of Mashhad.
چکیده [English]

The main purpose of this study is to provide a framework for evaluating the performance of Mashhad City Train Operating Company based on a balanced scorecard and multi-criteria decision technique (fuzzy best-worst). The current research is applied in terms of purpose and quantitative-documentary in terms of method. Qualitative data collection was done based on the opinion of 15 experts during the period between 2017 and 2019 in Mashhad Train Operation Company. Nine financial criteria, sixteen in terms of customers, eight in terms of internal process and fourteen in terms of growth and development and learning to evaluate performance through company documents and previous research are identified and weighted; Therefore, in this study, an attempt was made to calculate the weight of perspectives and criteria using the best-worst fuzzy technique, respectively, in which the perspective of customers had the most weight and the perspective of growth and development and learning had the least weight; Finally, the performance of Mashhad City Train Operating Company was evaluated. The overall performance of the company has decreased in 2018 compared to 2017, and has increased in 2019 compared to 2017 and 2018.

کلیدواژه‌ها [English]

  • Performance Evaluation
  • Best-Worst
  • Mashhad City Train
  • Balanced Scorecard
  • Weighting

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