An Application for Selecting and Evaluating Organization Based KPIs with Fuzzy MCDM in a Large-Scale Organization Operating in the IT Sector

Abstract

In today's world, where many people use the outputs of the Information Technologies (IT) industry, it has become a problem for large-scale organizations to compare their IT departments objectively. The use of fuzzy MCDM methods for such a multidimensional problem is evaluated within the scope of this study. As a first step, twenty KPIs were determined by literature review and expert opinion to evaluate organizational units. Subsequently, KPI selection criteria were defined based on the opinions of ten expert personnel working in Architecht Information Systems for the selection of the most appropriate KPIs. These criteria are weighted by the fuzzy AHP method. Eight of the KPIs over the Neutrosophic Z Number (NZN) sets were selected for comparison by the same experts. Four different organizations were ranked by scoring over eight KPIs. It has been confirmed that the results of objective evaluations, instead of subjective evaluations, are more embraced by employees and managers, according to the outputs of the common sense and the infrastructural suitability of the institution. © 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG.