Title: A multi-criteria decision model for the selection of professional service innovative organisation

Authors: Gunjan Soni; Kalluri Vinayak; Aditya Tyagi

Addresses: Department of Mechanical Engineering, Malaviya National Institute of Technology, Jaipur, Rajasthan-302017, India ' Department of Mechanical Engineering, BML University, 67th KM Stone, NH-8, Dist. Gurgaon, 123413 Haryana, India ' Tata Consulting Engineers Ltd., Jamshedpur, Jharkhand – 831001, India

Abstract: The purpose of this paper is to demonstrate an application of a multi-criteria decision model (MCDM) for the selection of best professional service organisation (PSO) from a number of available alternatives based on service innovation elements. For that purpose, a conceptual model for MCDM has been adopted. Different service innovation elements are classified into critical, objective and subjective factors in the evaluation process and the selection procedure is demonstrated with a hypothetical case. The decision to select a particular professional service organisation is very important when multiple professional service organisations are available. A quantitative basis for comparison and selection of the professional service organisation among a host of alternative professional service organisation could greatly impact on the eventual organisations brand image. Thus, an algorithm - performance value analysis (PVA), for the selection of PSO has been developed from literature. The study expands the scope for managers in selecting the best professional service organisation.

Keywords: service; professional service organisation; PSO; multi-criteria decision model; MCDM; selection; attribute.

DOI: 10.1504/IJSOM.2017.083762

International Journal of Services and Operations Management, 2017 Vol.27 No.2, pp.167 - 189

Received: 03 Jul 2015
Accepted: 24 Oct 2015

Published online: 22 Apr 2017 *

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