服务外包有利于优化产业结构和资源配置, 增强企业核心竞争力. 服务外包供应商的选择评价是服务外包的重要环节. 采用模糊质量功能展开(quality function deployment, QFD)方法建立服务外包供应商选择的评价模型. 首先, 根据服务外包企业的实际需求建立服务外包供应商评价指标体系; 然后, 由发包企业代表对评价指标赋予模糊权重, 由外聘专家对备选供应商与供应商评价指标的相关性进行打分; 最后, 通过模糊加权平均方法和模糊期望值算子计算出备选供应商的最终排名, 从而帮助发包企业进行决策. 通过实例分析说明了该模型的可行性和实用性.
Service outsourcing is advantageous to adjust the industrial structure and increase market competitiveness, and vendor selection is a critical link from service outsourcing. This paper establishes a model of vendor selection in service outsourcing based on the method of fuzzy quality function deployment (QFD). According to the practical demand of the service outsourcer, an evaluating indicator system of service outsourcing vendor is built up. Representatives of the outsourcer give the fuzzy weights to those evaluating indicators. The relevance of vendors and indicators is graded by external experts. Further, the vendors of service outsourcing are ranked using a method of integrating fuzzy weighted average and fuzzy expected value operator to help the outsourcer make a selection
decision. An empirical case is presented to show feasibility and practicability of the model.
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