A public organization has a section for customer service which is responsible of order entry from customers concerning errands within real estate and business equipment, cleaning, transport operations and handicap appliance. According to the co-ordinators in hospitals within the organisation the customers are requesting for staff to talk to physically, meaning a person to speak with face to face. The customers experiencing that it’s sometimes difficult to call customer service or use the web form, which is the only communication paths in the current situation. Proposed changes presented claim that a complement to customer service with local service centers in every hospital. The purpose of this study is to evaluate a change proposition by weigh between efficiency and working environment, this by using multi-criteria analysis. To achieve the goal a decision model is designed in the decision tool DecideIT. The aim of the study is to recommend decision makers to choose one of the options based on as rational grounds as possible. The result of the study showed that the preferred alternative is not to supplement customer service with local service centers. For the most part, the result depending on the survey (represented result from working environment criteria) which showed that the majority of customers do not request a person to speak with face to face at all. / Inom en offentlig verksamhet finns en kundtjänst vilken hanterar orderläggning åt personal inom verksamheten av felanmälan och beställningar för fastighet- och verksamhetsutrustning, Städ- och transportverksamheter samt hjälpmedel. Enligt samordnare på sjukhus inom offentlig verksamhet efterfrågar personal möjlighet att prata med en fysisk person ansikte mot ansikte, då de anser att det ibland är svårt att ringa eller använda webformulär vilka är de ända kontaktvägarna i dagsläget. Utifrån detta har ett förändringsförslag presenterats gällande att komplettera kundtjänst med lokala servicecenter på varje sjukhus. Studiens syfte har varigt att med multikriterieanalys avväga mellan effektivitet och arbetsmiljö vid ett kompletteringsförslag av kundtjänst. För att uppnå syftet med studien har en beslutsmodell konstruerats i beslutsverktyget DecideIT. Målet med studien har varigt att rekommendera beslutsfattare inom verksamheten att komplettera kundtjänst eller inte utifrån så rationella grunder som möjligt. Resultatet visade att det föredragna alternativet är att inte komplettera kundtjänst med lokala servicecenter. Till största del är resultatet beroende på enkätundersökningen (representerar kriteriet arbetsmiljö) vilken visade på att större delen av kunderna till kundtjänst inte efterfrågar en fysisk person att prata med ansikte mot ansikte över huvud taget.

The rapid advance in information and communication technologies has effectively facilitated the development and implementation of information systems (IS) projects in modern organizations for reorganizing their business processes and streamlining the provision of their products and services in today's dynamic environment. Such a development brings organizations with numerous benefits including increased automation of business processes, improved customer service, and timely provision of effective decision support. As a result, evaluating and selecting the most appropriate IS project for development and implementation from a pool of available IS projects becomes a critical decision to make in modern organizations. Evaluating and selecting appropriate IS projects for development in an organization, however, is complex and challenging. The complexity of the evaluation and selection process is due to the multi-dimensional nature of the decision making process, the conflicting nature of the multiple selection criteria, and the presence of subjectiveness and imprecision of the human decision making process. The challenging of the evaluation and selection comes from the need for making transparent and balanced decisions based on a comprehensive evaluation of all available IS projects in a timely manner. Much research has been done on the development of various approaches for evaluating and selecting IS projects, and numerous applications of those approaches for addressing real world IS project evaluation and selection problems have been reported in the literature. In general, existing approaches can be classified into (a) cost-benefit analysis based approaches, (b) utility based approaches, and (c) optimization oriented approaches. These approaches, however, are not totally satisfactory due to various shortcomings including (a) the inability to tackle the subjectiveness and imprecision of the selection process, (b) the failure to adequately handle the multi-dimensional nature of the problem, and (c) cognitively very demanding on the decision maker. To address these issues above, this research has developed three novel approaches for effectively solving the IS project evaluation and selection problem under uncertainty in an organization. The first approach is developed for helping the decision maker better model the subjectiveness and imprecision inherent in the decision-making process with the use of linguistic variables approximated by fuzzy numbers. The second approach is designed to reduce the cognitive demanding on the decision maker in the IS project evaluation and selection process with the introduction of fuzzy pairwise comparison. The third approach is formulated with respect to the use of intelligent decision support systems for facilitating the use of specific multi-criteria analysis approaches in relation to individual IS project evaluation and selection situations. The developed approaches have been applied for solving three IS project evaluation and selection problems in the real world settings. The results show that the three developed ap proaches are of practical significance for effectively and efficiently solving the IS project evaluation and selection problem due to (a) the simplicity and comprehensibility of the underlying concept, (b) the adequate handling of inherent uncertainty and imprecision, and (c) the ability to help the decision maker better understand the IS project selection problem and the implications of their decision behaviours.

<p>In planning a suitable road network, planners put into consideration factors like gradients or slope of the area, available land-use and soil type, community or national landmarks and governmental interest. These different considerations and interest make the planning process complex and as such there might be confusion of interest in the decision making. The use of GIS and Multi-criteria analysis has helped planners to achieve desired and more accurate results and as such reducing the complex nature in the planning process allowing different stakeholders to reach a general conclusion.</p><p>Multi-criteria analysis (MCA) prevents the imposition of limit on the form of criteria and gives opportunity to decision makers to enter their own judgments. This provides a better communication among the decision makers and the entire community and as such creating a more open choice for analysis and possible changes if necessary. The aim of this thesis is to introduce the possibility of using GIS and MCA in road path planning in Nigeria, using Lokoja, the capital of Kogi state as a case study.</p><p>In actualizing the aim, satellite images of the area of study was obtained from the Landsat home page and analyzed to derive the land-use map. The land-use over the area of study was classified into five different classes using the unsupervised method of classification. A DEM over the area of study was downloaded from the website of the Consortium of Spatial information (CSI) and the DEM was used to derive the slope map over the area of study and the analytic hierarchy process (AHP) method was used in weighting the criterions according to preference.</p><p>As the conclusion of the analysis, a road path between two points was obtained. The start point of the road was located on an approximate coordinate of 219002, 958986 meters and the destination point on an approximate coordinate of 320322, 878101 meters. The start and destination point were selected randomly without any pre-knowledge of the area. The thesis has succeeded in showing that it is possible to determine a road path between two points using Geographic information system (GIS) and Multi-criteria analysis in Nigeria.</p>

In planning a suitable road network, planners put into consideration factors like gradients or slope of the area, available land-use and soil type, community or national landmarks and governmental interest. These different considerations and interest make the planning process complex and as such there might be confusion of interest in the decision making. The use of GIS and Multi-criteria analysis has helped planners to achieve desired and more accurate results and as such reducing the complex nature in the planning process allowing different stakeholders to reach a general conclusion. Multi-criteria analysis (MCA) prevents the imposition of limit on the form of criteria and gives opportunity to decision makers to enter their own judgments. This provides a better communication among the decision makers and the entire community and as such creating a more open choice for analysis and possible changes if necessary. The aim of this thesis is to introduce the possibility of using GIS and MCA in road path planning in Nigeria, using Lokoja, the capital of Kogi state as a case study. In actualizing the aim, satellite images of the area of study was obtained from the Landsat home page and analyzed to derive the land-use map. The land-use over the area of study was classified into five different classes using the unsupervised method of classification. A DEM over the area of study was downloaded from the website of the Consortium of Spatial information (CSI) and the DEM was used to derive the slope map over the area of study and the analytic hierarchy process (AHP) method was used in weighting the criterions according to preference. As the conclusion of the analysis, a road path between two points was obtained. The start point of the road was located on an approximate coordinate of 219002, 958986 meters and the destination point on an approximate coordinate of 320322, 878101 meters. The start and destination point were selected randomly without any pre-knowledge of the area. The thesis has succeeded in showing that it is possible to determine a road path between two points using Geographic information system (GIS) and Multi-criteria analysis in Nigeria.

This thesis deals with control of stock in an inventory, focusing on inventory placement. The purpose of this thesis is to reduce the transport distance within the main stock house while gathering inventory. This will be achieved by reconstructing the inventory placement in consideration with how frequently the inventories get picked and mass of the inventory. In particular, the literature and the data that is collected from the company´s business system have laid the foundation for the thesis. In general, interviews and observations also contributed to the data collection. To fulfill the aim and to produce arbitrary results, two issues have been developed regarding which attributes that should determine the position of the inventory in the stock house and how to obtain a more effective inventory structure? The authors have jointly produced a result of suggestions for future inventory placement in terms of picking frequency and weight. Initially a situation analysis was conducted to identify known problems with the inventory´s placement and storage systems. The problems that were identified were that the inventory placement has no consideration regarding picking frequency. To determine the most frequent picked inventory an ABC analysis was conducted. All of the inventories were spread out throughout the whole stock house. To take in account, the additional criterion, which was weight, a multi-criteria analysis was performed in combination with the ABC analysis. The results of the combined analysis provided that the basis for drawing up concepts for future inventory placement. The proposal includes optimized inventory placements in different zones of the most frequently picked inventory with weight as an additional criterion. / Arbetet behandlar området lagerstyrning med inriktning på optimering av artikelplacering. Syftet med arbetet är att minska transportsträckor inom centrallagret, detta genom en omstrukturerad artikelplacering med hänsyn till plockfrekvens och tyngd. I synnerhet har litteratur samt insamlad data från företagets affärssystem lagt grunden för arbetet. I allmänhet har intervjuer och observationer också bidragit till datainsamling. För att uppfylla arbetets syfte och ta fram ett godtyckligt resultat har två frågeställningar tagits fram angående vilka attribut som bör avgöra en artikels position i lagret samt hur en effektivare lagerstruktur kan erhållas. Författarna har gemensamt arbetat fram ett resultat i form av ett förslag för framtida artikelplacering sett till plockfrekvens och tyngd. Inledningsvis genomfördes en nulägesanalys för att identifiera kända problem med artikelplacering och lagersystem. De problem som identifierades var att artikelplaceringen sker utan underlag för plockfrekvens. För att utröna de mest frekventa artiklarna genomfördes en ABC-analys. Samtliga artiklar lokaliserades utspridda över hela lagret. För att ta hänsyn till ytterligare ett kriterium, vilket var tyngd, genomfördes multikriterieanalys i kombination med ABC-analys. Resultatet av den kombinerade analysen gav underlag för att ta fram förslag för framtida artikelplacering. Förslaget innehåller optimerade artikelplaceringar inom olika zoner för de mest plockfrekventa artiklarna med tyngd som ytterligare kriterium.

<p>Razvojem i testiranjem autentičnog modela dokazano je da se primenom multikriterijumske analize uz primenu PROMETHEE metode može kreirati funkcionalan, operativan i primenljiv alat za dizajniranje energetskih politika orijentisanih ka podršci razvoja obnovljivih izvora energije. Model je testiran na energetskom profilu Grada Novog Sada. Pretpostavljeno je da lokalne vlasti Grada Novog Sada imaju nameru da dizajniraju razvojnu politiku/meru sa ciljem da podstaknu korišćenje obnovljivih izvora energije za grejanje stambenih objekata (porodičnih kuća) i pripremu tople sanitarne vode.</p> / <p>Development and testing of an authentic model has proven that the application of multi-criteria analysis by applying the PROMETHEE method can create a functional, operational and applicable tool for designing energy policy oriented towards supporting the development of renewable energy sources. It is assumed that local authorities in Novi Sad have the intetion to design development policies / actions in order to promote the use of renewable source for heating residental buldings (family houses) and hot water.</p>

Gävle municipality strives to treat all stormwater that may prevent river and lakes from achieving a good water status under the EU water framework directive. There are three stormwater outflows at Västra vägen in Gävle that discharge untreated stormwater to Gavleån. Gävle municipality has an ambition to clean stormwater as close to the source as possible. The purpose of this study is to conduct a multi-criteria analysis to identify stormwater treatment solutions that are suitable from a technical, ecological, economic and sociocultural perspective. According to EU water framework directive Gavleån does not achieve a good chemical and ecological status because of the presence of contaminates in the river. The alternatives that will be evaluated in the multi-criteria analysis consists of a screen pool, percolation storage and four different types of filters. Except these six solutions a null alternative will be included to evaluate if the situation does not change and the stormwater is not treated as it is today. These seven alternatives will be evaluated by a panel that consists of people who work with stormwater or with matters related to the categories in the multi-criteria analysis. The panel's main priority of categories and criteria is produced by the average value of all participants’ weightings and ratings. The most important category was considered to be the sociocultural perspective and the least important was the technical perspective. The criteria that were considered important for the respective categories were operating and maintenance cost (economic perspective), reduction of pollution (technical perspective), environmental impact, land use (ecological perspective, shared position), and outdoor recreation (sociocultural perspective). The option that received the highest score in the analysis was null alternative followed by the screen pool. That is because the null alternative is considered to have the most positive impact on the socio-cultural perspective, ecological perspective and financial perspective while screen pool scored highest in the technical perspective. The results of the MCA should also be interpreted by different stakeholders' priorities and can be seen in Section 6 in which the scoring of all treatment alternatives are reported. / Gävle kommun strävar efter att rena allt dagvatten som kan försvåra möjligheten att sjöar och vattendrag uppnår en god status enligt EU:s vattendirektiv. Det finns tre dagvattenutlopp vid Västra vägen i Gävle som släpper ut orenat dagvatten till Gavleån. Detta dagvatten har Gävle kommun en ambition av att rena genom ett lokalt omhändertagande så nära källan som möjligt. Syftet med denna studie är att genomföra en multikriterieanalys för att identifiera lösningsåtgärder som kan anses som lämpliga utifrån ett tekniskt, ekologiskt, ekonomiskt och sociokulturellt perspektiv. Enligt EU:s vattendirektiv så uppnår inte Gavleån en god kemisk och ekologiskt status på grund av föroreningar som påträffats under mätningar i ån. Alternativen som kommer att utvärderas i multikriterieanalysen består av en skärmbassäng, perkolationsmagasin samt fyra olika gatubrunnsfilter. Förutom dessa alternativ så inkluderas även ett nollalternativ som avser att ingen förändring sker där dagvattnet inte renas. Dessa sju alternativ kommer att viktas av en viktningsgrupp som består av personer som på olika sätt arbetar med dagvatten eller med frågor som är relaterade till kriterierna i multikriterieanalysen. Viktningsgruppens prioriteringar av kategorier och kriterier framställs genom medelvärdet av alla deltagares betygsättning. Den viktigaste kategorin ansågs vara det sociokulturella perspektivet och den minst viktiga var det tekniska perspektivet. Kriterierna som ansågs viktiga för respektive kategori var drift och underhållskostnad (ekonomiskt perspektiv), reducering av föroreningar (tekniskt perspektiv), miljöpåverkan, markanvändning (ekologiskt perspektiv, delad plats), och rekreation och friluftsliv (sociokulturellt perspektiv). Alternativet som fick högst poäng i viktningen var nollalternativet som blev följt av skärmbassäng. Nollalternativet ansågs ha mest positiv inverkan på det sociokulturella perspektivet, ekologiska perspektivet och ekonomiska perspektivet medans skärmbassäng fick högst poäng under det tekniska perspektivet. Resultatet av multikriterieanalysen ska tolkas efter olika intressenters prioriteringar och kan göras i avsnitt 7 där poängsättningen av alla reningstekniker redovisas.

This thesis develops and applies an integrated method of environmental assessment that couples a geographic Information system (GIS) to Multi-Criteria Analysis (MCA), using bioenergy combustion and CHP sites as a case study. A literature review to identify the gaps in knowledge with respect to spatial MCA and GIS-based approaches to support decision-making and sustainability assessments shows the need for an approach to identify suitable locations for Combined Heat and Power (CHP) plants using bioenergy combustion and to analyse spatial aspects. CHP plants can improve the efficiency and sustainability of bioenergy generation because they are capable of producing and utilising both electrical and thermal energy. Identifying suitable locations for these, typically decentralised, plants is crucial but challenging because proximity to both feedstock supply and heat demand has to be considered. The thesis develops and applies a novel GIS-based approach to identify suitable locations for CHP bioenergy plants and to analyse spatial aspects. This work stands out as the principal novel contribution of the research presented in this thesis. The science-based technical assessment can be integrated in a formal and structured decision support framework (DSF) which could aid environmental decision-making. There is no single right way to conduct a decision-making process because every process is limited by resources and timelines. The environmental assessment case study described in this thesis uses a modified version of the MCA framework proposed by the Department for Communities and Local Government (2009). The GIS-based approach is integrated in this DSF to couple GIS to MCA. Additionally, specific attention is given to reviewing and selecting sustainability aspects (covering Criteria and Indicators) and MCA methods. These processes are also integrated in the DSF and can be seen as being part of the problem structuring phase of the DSF used in the research presented in this thesis. It is shown how the DSF is applied to assess alternatives for centralised and decentralised generation in a research case study region. By applying the different stages of the DSF, including the GIS-based approach, the selection processes and a selected MCA method (Analytic Hierarchy Process (AHP)), it can be concluded that the decentralised alternatives should be preferred in the research case study scenarios if regional sustainable bioenergy generation wants to be archived. In the first scenario, the second alternative (A2) clearly dominates with an overall score of 71.82% (A1: 28.18%). However, the results are relatively close in the second scenario (A3: 56.62%, A4: 43.38%), which is mainly due to the similarity of the alternatives in the scenario. The sensitivity analyses show that the rankings of alternatives do not change in both scenarios unless major criteria weight variations or performance adjustments are made.

A busca por marcos comparativos adequados aos processos, produtos e serviços de uma concessionária de energia elétrica têm sido difundida pela Associação Brasileira de Distribuidoras de Energia Elétrica (ABRADEE). Anualmente, esta Associação promove a avaliação dos processos de avaliação da satisfação do cliente, gestão operacional, gestão econômico-financeira e responsabilidade social. Ao exemplo do que ocorre com as empresas participantes da Fundação Nacional da Qualidade (FNQ), é disponibilizado um banco de dados das empresas participantes para realização de Benchmarking de Melhores Práticas. Este trabalho apresenta a proposta de um método para identificação do benchmark mais adequado para comparação de processos entre empresas participantes da ABRADEE utilizando um modelo de análise multicritério que possa auxiliar na escolha deste referencial comparativo. Para a elaboração deste método, buscou-se discutir na revisão bibliográfica alguns assuntos como competitividade, modelos de gestão, avaliação e indicadores de desempenho, benchmarking, assim como métodos de análise multicritério. O método proposto apresenta como diferencial do método já utilizado pela ABRADEE a possibilidade de comparação de empresas com o mesmo perfil organizacional: extensão de rede, tipo de rede de distribuição e número de empregados próprios e terceiros são exemplos. Como resultado do trabalho foi possível hierarquizar logicamente os processos de benchmarking e de análise multicritério para escolha do melhor referencial comparativo, assim como a facilitação do processo de melhores práticas através da seleção do benchmarking adequado. A sua prática deve servir como norteadora e facilitadora da gestão, imputando transparência e confiabilidade aos processos, assim como na obtenção dos resultados esperados pelos Acionistas. / The search for appropriate benchmarks to processes, products and services of an electric utility concessionary have been circulated by the Brazilian Association of Electricity Distributors (ABRADEE). Annually this Association promotes the ratings of customer satisfaction evaluation, operational management, economic-financial management and social responsibility. As an example of what happens to the companies participating in the National Quality Foundation (FNQ) a database of participating companies is available to carry out Benchmarking for Best Practices. This paper presents a proposed method to identify the most appropriate benchmark to compare cases between companies that participate in the ABRADEE using a multicriteria analysis model that can help to select this comparative reference. Due to the development of this method, we attempted to discuss in the literature review some issues such as competitiveness, governance, evaluation and performance indicators, benchmarking, as well as methods of multicriteria analysis. The proposed method is a distinct formulation of the method already used by ABRADEE, the comparison of companies with the same organizational profile: network extension, network type of distribution and number of own and third-party employees are examples. As a result of the work it was possible to logically prioritize the processes of benchmarking and multicriteria analysis to choose the best comparative reference, as well as facilitating the process of best practices by selecting the appropriate benchmark. Its practice should suit to guide and facilitate the management charging transparency and accountability procedures, as well as achieving the results expected by shareholders.

A análise de investimentos é um processo de vital importância para uma organização, pois envolve o orçamento de capital da empresa na busca de projetos que tragam rentabilidade, perpetuidade, além de ter ligação direta com os objetivos estratégicos traçados. Entretanto, este processo muitas vezes não é discutido internamente nas empresas, as quais geralmente focam somente na etapa de avaliação econômica dos projetos, não desenvolvendo o processo de uma forma sistêmica e estruturada, nem considerando outros aspectos qualitativos na decisão. Desta forma, o presente trabalho apresenta um proposta de sistemática para análise multicriterial de investimentos, discutindo particularmente as quatro grandes fases do processo de análise: identificação, avaliação, priorização e seleção e acompanhamento de projetos. Para cada fase, algumas etapas e atividades foram definidas e posteriormente validadas em uma empresa do ramo automotivo. Para auxiliar a estruturação da sistemática são utilizados métodos de avaliação econômica tradicionais como VPL, TIR e payback, além de um método de análise multicriterial, chamado NCIC, e do uso de programação linear para definição de um portfólio ótimo de investimentos. O uso em conjunto de tais métodos permitiu a elaboração de uma ferramenta chamada PAMP – Planilha para Avaliação Multicriterial de Investimentos. Durante a validação da sistemática foi definida uma equipe multifuncional para a busca e avaliação de investimentos. Esta equipe foi treinada, os fluxos de caixa dos projetos elencados foram projetados e a partir do uso da PAMP dois ranking foram desenvolvidos: primeiramente, um ranking econômico, ordenando os projetos conforme seus resultados (VPL), e em um segundo momento, um ranking multicriterial, incorporando ao VPL o valor agregado dos atributos qualitativos de cada projeto. Após, usando programação linear, foi modelado o portfólio ótimo sob o ponto de vista econômico e qualitativo, incorporando o racionamento de capital entre outras restrições. Como resultado observou-se que apesar dos atributos qualitativos serem relevantes para a tomada de decisão, o critério que mais influencia a empresa ainda é o econômico. Além disso, percebeu-se uma boa aderência da sistemática proposta no ambiente empresarial, destacando como principais benefícios (i) a estruturação de uma lista de projetos, discutindo as origens dos mesmos e suas ligações com a estratégia da empresa; (ii) capacitação dos colaboradores formando uma estrutura de apoio interna que dê suporte conceitual ao processo de análise de investimentos; (iii) estruturação lógica do processo de análise de investimentos, indicando ferramentas de simples uso e com potencial interação; e (iv) melhoria contínua do processo através da comparação projetado versus realizado e retroalimentação do sistema de análise de investimentos. / Investment analysis is a key process in organizations. It involves the capital budgeting of companies to identify projects that brings profitability, perpetuity and direct connection with strategic goals. However, this kind of process is not often internally discussed in companies, which usually focus on the economic evaluation phase only, in spite of a structured process where qualitative aspects are considered in the decision-making. This work presents a method for multi-criteria investment analysis, particularly discussing the four most important phases in the analysis: identification, evaluation, prioritization and selection and project monitoring. In each phase, steps and activities are defined and illustrated through an application in an automotive company. Traditional evaluation methods, such as NPV, IRR and payback, in addition to a multi-criteria decision-making technique, named NCIC, and linear programming are used to support the method. The use of such techniques led to the creation of an analysis tool called PAMP – Spreadsheet for Multi-criteria Investments Analysis. During the application of the method a multi-functional team was selected and trained to search and evaluate investment opportunities. The projects cash flows were specified and, through the use of PAMP, two rankings were developed: an economic ranking, ordering the results of each project (NPV), and a multi-criteria ranking, including qualitative aspects of each project. Next, linear programming was used and a project portfolio was modeled considering economic and qualitative issues, such as capital rationing and other restrictions. As a result, it was observed that despite the fact that qualitative aspects are important in the final decision, the economic aspect is still the main drive in the company. In addition, it was verified that the proposed method was adapted successfully to the company environment; its main benefits: (i) the creation of a project list, stressing its connections to the firm strategy; (ii) training of a team that gives support to the investment analysis process; (iii) creation of a logical structure for investment analysis,based on powerful yet easy to use tools; and (iv) continuous improvement of the process.