Affiliations: [a] Military Academy, University of Defense in Belgrade, Republic of Serbia | [b] Faculty of Engineering Science, University of Kragujevac, Republic of Serbia
Correspondence:
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Corresponding author. Vladimir Milovanović, Military Academy, University of Defense in Belgrade, Republic of Serbia. E-mail:vladimir.milovanovic@va.mod.gov.rs.
Abstract: The paper aims to present a hybrid model for measuring the performance of business processes in complex organizations based on the subjective decision-making of expert teams. The subject of the research is finding ways to measure, analyze and improve the key performance indicators (KPIs) process. Obtaining the values of KPIs, which reflect the real state of the process, creates a basis for their ranking, i.e. insight into KPIs that are extremely important for the process as well as KPIs that are of lesser importance, but as such are not excluded from consideration because they are necessary for the beginning, realization and completion of the process. The model was compiled through five phases and was tested through a case study in a real business organization, which deals with the maintenance of complex combat systems. The obtained results helped the management to take certain measures in order to improve the performance of the maintenance process. In the model, it is proposed to form two expert teams, which make assessments based on experience and express them in linguistic terms according to a predefined scale. Modeling of linguistic expressions is realized using intuitive fuzzy sets of a higher order, more precisely Fermatean fuzzy sets (FFS). Selecting KPIs, decomposing the process into sub-processes and assessing the relative importance of sub-processes is carried out by one team of experts, while another team carries out the assessment of KPIs at the level of each sub-process. Determining the relative importance of sub-processes is realized using the Delphi method extended to FFS while reaching a consensus. The measurement of process performance, i.e. the value of KPIs, is realized using Multi-Criteria Group Decision-Making (MCGDM), such as the ELECTRE method extended with FFS. The sensitivity analysis of the developed model is realized by uncertainty modeling with q-rung orthopair fuzzy sets.
