Revista Egitania Sciencia - Volume 15 | ARTICLE

Title: VAGUENESS IN THE PERFORMANCE MEASUREMENT – APPLIED ON THE CUSTOMER PERSPECTIVE WITHIN THE BSC

Author: Miroslav Pokorny (miroslav.pokorny@mvso.cz) e Michal Mensik (michal.mensik@mvso.cz)

Publication: Revista Egitania Sciencia - Volume 15

Abstract:
In the performance measurement several types of uncertainty are involved. This paper shows the usage of the fuzzy numbers and fuzzy arithmetic as a way to handle the vague type of uncertainty. The customer satisfaction index – as a sample KPI from the customer perspective within the BSC framework – is used for the demonstration how to apply the fuzzy arithmetic. The fuzzy logic theory applied on the vague data enables to process this type of uncertainty with MATLAB software and provides interesting results.

Keywords: Balanced Scorecard, Customer Perspective, Vagueness, Fuzzy Number, Fuzzy Arithmetic





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