TOPSIS框架下改进的服务商评价方法

An improved service provider evaluation method under the framework of TOPSIS

制造业和服务业相互融合成为未来发展趋势,生产商日益关注寻求服务商作为合作伙伴为用户提供更大的价值。提出了采用TOPSIS方法作为服务商评价的框架,其中指标重要度的确定是TOPSIS方法的重要问题。针对现有研究常采用AHP方法确定指标重要度,忽视了指标间的因果关系,从而降低评价有效性的问题,采用DEMATEL方法分析指标间的因果关系,并修正由AHP方法确定的指标初始重要度。为了处理整个评价过程中的不确定性,采用模糊集方法处理专家的语言决策信息。最后以某电梯企业评价选择服务商的过程为例,验证了所提方法的有效性。

Manufacturing industry merging with service industry has become a future trend,and manufacturers are concerning to seek service providers as cooperators with the aim of providing more benefits to users.A Technique for Order Preference by Similarity to Ideal Solution（TOPSIS） method was proposed as a framework of evaluating service providers.Determining the importance degree of criteria is the critical issue of TOPSIS method.However,existing researches usually adopt Analytical Hierarchy Process（AHP） to determine the importance degree of criteria,while ignoring the cause-effect relationships among criteria.This treatment will reduce the effectiveness of evaluation.A Decision Making Trial and Evaluation Laboratory（DEMATEL） method is used to analyze the cause-effect relationships among criteria to adjust the original importance degree of criteria obtained from AHP method.In order to resolve the uncertainty existing in the evaluating process,a fuzzy set method is used to deal with the experts＇ linguistic decision-making information.A case study of service provider evaluation for an elevator manufacturing enterprise was presented to illustrate the effectiveness of the proposed method.