List of Articles Limit Supermatrix

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  1 - Designing a Model and Providing a Policy for Improving the Performance of Urban Call Centers Using the ANP / DEA Technique (Case Study: East Azarbaijan Region Telecommunications
  ebrahim keivan Soleyman Iranzadeh
  10.30495/ijpa.2022.67208.10878
  Background and Aim: Providing the underlying policy is to improve the performance of public administration. Privatization is a change in the balance between government and the market and in favor of the market. After the privatization of Iran Telecommunication Company, More

  Background and Aim: Providing the underlying policy is to improve the performance of public administration. Privatization is a change in the balance between government and the market and in favor of the market. After the privatization of Iran Telecommunication Company, increasing the efficiency of units, including call centers, is of special importance for shareholders. The present study seeks to answer the basic question of how to identify the variables affecting the efficiency of call centers and bring inefficient centers to the limit of efficiency.Method: By taking the opinion of experts and analyzing the data by the method of network analysis process, the variables are identified. By applying the raw data to the data envelopment analysis model, the efficiency and ranking of the centers in terms of returns on a constant and variable scale have been calculated and solutions to improve the performance of inefficient centers have been presented.Results: Employee competence, employee satisfaction, customer satisfaction and management skills are the most effective variables in efficiency. The difference in the number of inefficient centers on a fixed and variable scale indicates the inefficiency of the scale and the waste of resources by the centers. Manuscript profile