Design of an operations manager selection system in service encounter
The purpose of this study is to provide criteria for selecting operations managers at the ‘service encounter’ for mobile telecommunication companies, and develop a system for this multi-criteria decision-making scheme based on the Analytical Hierarchy Process (AHP). There are three main criteria for...
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| Format: | Article |
| Language: | English |
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Growing Science
2015-10-01
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| Series: | Management Science Letters |
| Subjects: | |
| Online Access: | http://www.growingscience.com/msl/Vol5/msl_2015_87.pdf |
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| _version_ | 1850246421327904768 |
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| author | Tanawin Nunthaphanich Natcha Thawesaengskulthai |
| author_facet | Tanawin Nunthaphanich Natcha Thawesaengskulthai |
| author_sort | Tanawin Nunthaphanich |
| collection | DOAJ |
| description | The purpose of this study is to provide criteria for selecting operations managers at the ‘service encounter’ for mobile telecommunication companies, and develop a system for this multi-criteria decision-making scheme based on the Analytical Hierarchy Process (AHP). There are three main criteria for evaluating the capability of service-encounter operation managers: (1) the ability to design service process; (2) the ability to operate service process; (3) the ability to conduct improvement. The AHP operation manager selection tool was developed based on the complex problems at the service encounter. It was created as a decision support system which was used to recruit and evaluate operations managers’ capability for the purpose of career advancement. |
| format | Article |
| id | doaj-art-0e147260cbae4b7b9b76b44759ef0ab2 |
| institution | OA Journals |
| issn | 1923-2934 1923-9343 |
| language | English |
| publishDate | 2015-10-01 |
| publisher | Growing Science |
| record_format | Article |
| series | Management Science Letters |
| spelling | doaj-art-0e147260cbae4b7b9b76b44759ef0ab22025-08-20T01:59:13ZengGrowing ScienceManagement Science Letters1923-29341923-93432015-10-0151093394410.5267/j.msl.2015.8.003Design of an operations manager selection system in service encounterTanawin NunthaphanichNatcha ThawesaengskulthaiThe purpose of this study is to provide criteria for selecting operations managers at the ‘service encounter’ for mobile telecommunication companies, and develop a system for this multi-criteria decision-making scheme based on the Analytical Hierarchy Process (AHP). There are three main criteria for evaluating the capability of service-encounter operation managers: (1) the ability to design service process; (2) the ability to operate service process; (3) the ability to conduct improvement. The AHP operation manager selection tool was developed based on the complex problems at the service encounter. It was created as a decision support system which was used to recruit and evaluate operations managers’ capability for the purpose of career advancement.http://www.growingscience.com/msl/Vol5/msl_2015_87.pdfOperations managementOperations manager selectionService encounterAnalytical hierarchy |
| spellingShingle | Tanawin Nunthaphanich Natcha Thawesaengskulthai Design of an operations manager selection system in service encounter Management Science Letters Operations management Operations manager selection Service encounter Analytical hierarchy |
| title | Design of an operations manager selection system in service encounter |
| title_full | Design of an operations manager selection system in service encounter |
| title_fullStr | Design of an operations manager selection system in service encounter |
| title_full_unstemmed | Design of an operations manager selection system in service encounter |
| title_short | Design of an operations manager selection system in service encounter |
| title_sort | design of an operations manager selection system in service encounter |
| topic | Operations management Operations manager selection Service encounter Analytical hierarchy |
| url | http://www.growingscience.com/msl/Vol5/msl_2015_87.pdf |
| work_keys_str_mv | AT tanawinnunthaphanich designofanoperationsmanagerselectionsysteminserviceencounter AT natchathawesaengskulthai designofanoperationsmanagerselectionsysteminserviceencounter |