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HİYERARŞİK GRİ İLİŞKİSEL ANALİZ YÖNTEMİYLE ÇOK KRİTERLİ ÇAĞRI MERKEZİ YERİ SEÇİMİ

A MULTI-CRITERIA CALL CENTER SITE SELECTION BY HIERARCHY GREY RELATIONAL ANALYSIS

Journal Name:

  • Havacılık ve Uzay Teknolojileri Dergisi

Publication Year:

  • 2014

Key Words:

Keywords (Original Language):

Author NameUniversity of Author
Abstract (2. Language): 
Facility location selection is a decision problem that takes into consideration both qualitative and quantitative factors and also is one of the most important strategic decisions affecting organizations in terms of business success. Fundamentally, it comprises evaluating a group of alternative sites on the basis of multiple criteria. In this context when alternatives and factors are multitudinous, multi-criteria decision making methods are being used for successful decisions. In this paper the decision problem is exemplified by applying on a part of a project for a call center site selection by using one of the multi-criteria decision-making methods, namely hierarchy grey relational analysis, based on application of analytic hierarchy process (AHP) and grey relational analysis (GRA) methods. The goal of the selection is to determine the most appropriate location among the alternatives. Nine cities given as alternatives are evaluated and compared against human resources, economic and regional conditions including fourteen sub-criteria.
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Abstract (Original Language): 
Tesis kuruluş yeri seçimi nitel ve nicel faktörleri dikkate alan bir karar problemi olmakla beraber aynı zamanda organizasyonun başarısını etkilemesi açısından da en önemli stratejik kararlardan birisidir. Esasında bir grup alternatifi birçok kriter temelinde değerlendirmeyi içermektedir. Bu kapsamda alternatif ve etkenler fazla olduğu zaman başarılı kararlar için çok kriterli karar verme yöntemleri kullanılmaktadır. Bu makalede karar problemi, Analitik Hiyerarşi Prosesi (AHP) ve Gri İlişkisel Analiz (GİA) yöntemlerini temel alan çok kriterli karar verme yöntemlerinden Hiyerarşik Gri İlişkisel Analiz yönteminin çağrı merkezi yer seçimi için bir projenin parçası olarak uygulanmasıyla örneklendirilmiştir. Seçimin amacı alternatifler arasından en uygun yeri belirlemektir. Alternatif olarak verilen dokuz şehir ondört alt kriter içeren insan kaynağı, ekonomik ve bölgesel şartlar kapsamında karşılaştırılmış ve değerlendirilmiştir.
FULL TEXT (PDF): 
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