اولویت‌بندی و تحلیل عوامل موثر بر ارتقاء کارآیی مراکز تلفن شهری با استفاده از تکنیک ANP/DEA (مطالعه موردی: مخابرات منطقه آذربایجان‌شرقی)
محورهای موضوعی :
مدیریت صنعتی
ebrahim keivan
1
,
Soleyman Iranzadeh
2
1 - Department, of Information Technology Management, Central Tehran Branch, Islamic Azad University, Tehran, Iran
2 - Department of Industrial Management, ,Tabriz Branch, Islamic Azad University, Tabriz, Iran
تاریخ دریافت : 1400/01/20
تاریخ پذیرش : 1401/07/23
تاریخ انتشار : 1401/08/01
کلید واژه:
سوپرماتریس حد,
وابستگی متقابل,
عناصر تصمیم,
نرخ ناسازگاری ماتریس,
قضاوت گروهی,
چکیده مقاله :
پس از خصوصی‌سازی و پذیرش شرکت مخابرات ایران در بورس، اطلاع از وضعیت کارآیی مراکز تلفن شهری برای سهامداران امری اجتناب ناپذیر است. پژوهش حاضر در صدد پاسخ‌گویی به این سوال اساسی است که چگونه متغیرهای موثر بر کارآیی مراکز را شناسایی و مراکز ناکارا را به مرز کارایی رساند. بدین منظور با جمع‌آوری نظرات خبرگان در قالب پرسش‌نامه مقایسات زوجی و آنالیز داده‌ها به روش فرایند تحلیل شبکه‌ای، متغیرهای مؤثر در کارایی مشخص شده است. داده‌های خام از ادارات برنامه‌ریزی، بازرسی و ارزیابی و صورت‌های مالی سال 1396، تهیه شده است. در ادامه کارایی مراکز به روش تحلیل پوششی داده‌ها در شرایط بازده به مقیاس ثابت و متغیر محاسبه، رتبه‌بندی و راه‌کارهای بهبود عملکرد مراکز ناکارا ارائه شده است. مطابق یافته‌ها توان‌مندی کارکنان، رضایت‌مندی کارکنان، رضایت‌مندی مشترکین و مهارت‌های مدیریتی موثرترین متغیرها در کارآیی هستند. اختلاف تعداد مراکز ناکارا در مقیاس ثابت و متغیر، یعنی ناکارایی مقیاس، عدم کارکرد در مقیاس بهینه و اتلاف منابع توسط مراکز می‌باشد. رتبه پایین شهرستان‌ها، لزوم گزینش رؤسای مخابرات شهرستان‌ها مطابق شایستگی‌های فردی و تخصصی را ایجاب می‌کند. همچنین از عوامل مهم ناکارایی مراکز، عدم وجود فضای رقابتی انگیزشی، قدرت تصمیم‌گیری و ریسک‌پذیری و وجود محدودیت‌های مختلف سازمانی و قانونی می‌باشد.
چکیده انگلیسی:
After the privatization and acceptance of Iran Telecommunication Company in the stock exchange, it is inevitable for the shareholders to know the efficiency status of the local telephone exchanges. The present study seeks to answer the fundamental question of how to identify the variables affecting the efficiency of exchanges and bring inefficient exchanges to the efficiency frontier. For this purpose, by collecting the opinions of experts in the form of a pairwise comparison questionnaire and analyzing the data using the analytic network process, effective variables in performance have been identified. Raw data have been prepared from planning, inspection and evaluation departments and financial statements for 2017. In the following, the efficiency of the exchanges is presented by data envelopment analysis method in terms of returns to a fixed and variable scale of calculation, ranking and strategies to improve the performance of inefficient exchanges. According to the findings, employee capability, employee satisfaction, customer satisfaction and management skills are the most effective variables in efficiency. The difference between the number of inefficient exchanges on a fixed and variable scale is the inefficiency of the scale, the non-functioning on the optimal scale and the waste of resources by the exchanges. The low rank of the cities necessitates the selection of the heads of telecommunications of the counties according to individual and specialized competencies. Also, the inefficiency of the exchanges is the lack of motivational competitive environment, decision-making power and risk-taking, and the existence of various organizational and legal constraints.
منابع و مأخذ:
Andersen, P., & Petersen, N. C. (1993). A procedure for ranking efficient units in data envelopment analysis, Management Science, 39 (10), 1261–1264.
Azamzadeh Shouraki, M., Khalilian, S., & Mortazavi, S. A. (2011). Selection Production Function and Estimate Important Coefficient of Energy in Agricultural Sector, Agricultural Economics and Development, 19 (76), 205-230, [In Persian].
Benicio, J., & Carlos Soares de Mello, J. (2015). Productivity Analysis and Variable Returns of Scale: DEA Efficiency Frontier Interpretation, Procedia Computer Science, 55, 341-349.
Carlucci, D. & Schiuma, G. (2008). Applying the analytic network process to disclose knowledge assets value Creation dynamics, Expert Systems with Applications, 36(4): 7687-7694.
Che, Z. H., Wang, H. S., & Chuang, C. L. (2010). A fuzzy AHP and DEA approach for making bank loan decisions for small and medium enterprises in Taiwan. Expert Systems with Applications, 37, 7189-7199.
Chung, S. H., Lee, A. H. L., & Pearn, W. L. (2005). Analytic network process (ANP) approach for product mix planning in semiconductor fabricator, International Journal of Production Economics, 96: 15-36.
Debertin, D. L. (2012). Agricultural Production Economics, Macmillan Publishing Company, a division of Macmillan Inc.
Delbari, S. A., & Davoodi, S. A. (2012). Application of Analytic Hierarchy Process (AHP) technique in ranking tourist attraction evaluation indicators, Journal of Operational Research and Its Applications, 2 (33), 57-79, [In Persian].
Ebrahimi, E. & Derakhshan, R. (2020). Using ANP method in knowledge management capabilities to develop a new product, Sixth National Conference on New Research in Humanities, Economics and Accounting, Iran, Tehran, [In Persian].
Fakherinia, M., & Mohammad Sharifi, F. (2015). Ranking Gordon Model Criteria Using Network Analysis Process (ANP) in Tehran Stock Exchange, Journal of Economics and Business, 6 (10), 57-70, [In Persian].
Fancello, G., Uccheddu, B., & Fadda, P. (2013). The performance of an urban road system using Data Envelope Analysis, WIT Transactions on The Built Environment, 130, 67-77.
Gheshlaghi, M. (2019). Evaluating the quality of electronic banking services using a combination of fuzzy Delphi hierarchical process methods (F.D.AHP) and fuzzy TOPSIS (F. TOPSIS), Case study: Post Bank branches in Tehran, Journal of Business Management, 11 (43), 254-281, [In Persian].
Ghodsipour, S. H. (2019). Discussions in Multi-Criterion Decision Making: Hierarchical Analysis Process (AHP), Amirkabir University of Technology Publications, Tehran, 12-20, [In Persian].
Giménez, V., Thieme, C., Prior, D., & Tortosa-Ausina, E. (2017). An international comparison of educational systems: a temporal analysis in presence of bad outputs, Journal of Productivity Analysis, 47, 83–101.
Gökşen, Y., Doğan, O., & Özkarabacak, B. (2015). A Data Envelopment Analysis Application for Measuring Efficiency of University Departments, Procedia Economics and Finance, 19, 226-237.
Habibi, A., Izadyar, S., & Sarafrazi, A. (2014). Fuzzy Multi-Criteria Decision Making, Katibeh Gil, Rasht, First Edition, [In Persian].
Halachmi, A. (2012). Mandated Performance Mcasutement: A help or a Hindrance?, National Productivity review, 18 (2), 59- 67.
Hingoft, E. (2000). New Organizatioan Performance Test Uncover Some Suprising Relational Behavieor, Credit Union Times, 11 (3).
Issazadeh Roshan, Y, & Khosravi, B. (2011). Ranking of the Telecommunication Company of provinces by Assessment of Data Envelopment Analysis (DEA), Journal of Operational Research and Its Applications (Applied Mathematics), 8 (3 (30)), 41-52, [In Persian].
Judaki, M., & Hassanpour, H. A. (2018). Prioritization of effective factors on improving employee productivity using network analysis process (ANP) technique (Case study: National Standard Organization of Iran), Journal of Standard and Quality Management, 2 (29), 38-64, [In Persian].
Keivan, E., Farshid Farzad, M., Radfar, R., & Sorkhabi, N. (2014). Measuring the Relative Efficiency of toll Switched exchanges (SC/PCs), data hierarchical classification method based on data envelopment analysis, Case Study: Provincial Exchanges of Telecommunication Infrastructure Company), Productivity Management, 8(29), 23-46, [In Persian].
Khodabakhshi, M., Karami Khorramabadi, M., & Sameripour, A. (2015). An Andersen- Petersen (AP) Super-efficiency Model with Ordinal Data in the imprecise Data Envelopment Analysis (A Case Study: The Branch Offices of a Mobile Telecommunications Corporation in South Korea), Journal of Operational Research and its Applications (Applied Mathematics), 12 (2 (45)), 1-18, [In Persian].
Kilincci, O., & Onal, S. A. (2011). Fuzzy AHP approache for supplier selection in a washing machine company, Expert Systems with Applications, 38, 9656–9664.
Kumar, A., Debnath, R. M., Shankar, R., & Prabhuet, J. (2015). Analyzing customer preference and measuring relative efficiency in telecom sector: A hybrid fuzzy AHP/DEA study, Telematics and Informatics. 32 (3), 447-462.
Lee, H., Lee, S., & Park, Y. (2009). Selection of technology acquisition mode using the analytic network process, Mathematical and Computer Modeling, 49: 1274-1282.
M. R. (2016). Advanced Operations Research, Academic Book Publications, Tehran, [In Persian].
Mirghafouri, S. H., Shafiee Rudposhti, M., & Nadafi, G. (2013). Evaluate financial performance with data envelopment analysis approach (case: provincial telecommunication companies), Management Research in Iran, 16 (4 (77)), 189-206, [In Persian].
Mirghafouri, S. H., Shafiee Rudposhti, M., & Nadafi, G. (2011 A). Comparison and ranking of financial performance of provincial telecommunication companies with the collective model approach of data envelopment analysis and cross-efficiency method, Development Management Process, 24 (76), 103-127, [In Persian].
Mirghafouri, S. H., Shafiee Rudpashti, M., & Nadafi, G. (2011 B). Evaluating the efficiency of provincial telecommunication companies, Modern Economics and Commerce, 7 (25-26), 121-144, [In Persian].
Mohammadzadeh asl, N., Imam Verdi, G., & Sarir Afraz, M. (2010). Ranking of Indices of Urban Welfare in Different Regions of Tehran, Journal of Urban Planning and Research, 1 (1), [In Persian].
Pakravan, L., & Khobiari, M. (2011). Evaluate the performance of organizations and evaluation models, Journal of the World of Economics, 2, [In Persian].
Rafizadeh, A., Ronagh, Y. (2020). Performance management and evaluation: A scientific and applied approach, Farmanesh Publications, Tehran, [In Persian].
Rahimi, G. (2006). Performance Evaluate and continuous improvement of the organization, Journal of Tadbir, 173, 41-44, [In Persian].
Rentschler, J., Bleischwitz, R., & Flachenecker, F. (2018). On imperfect competition and market distortions: the causes of corporate under-investment in energy and material efficiency, International Economics and Economic Policy, 15 (1), 159-183.
Rashidi Komijani, A., Ghaffari, B., & Tabatabaei, P. (2013). A review of the literature on the network analysis process. Industrial Management, 8 (24), 133-144, [In Persian].
Saaty, T. L., & Vargas, L. G. (1984). Comparison of eigenvalue, logarithmic least squares and least square methods in estimation ratios, Mathematical modeling, 5, 309-324.
Saaty, T. L. (1999). Fundamentals of the Analytic Network Process, in the Proceedings of the International Symposium on the Analytic Hierarchy Process ISAHP 1999, Japan, Kobe, pp. 1-14.
Saaty, T. L. (2003). Decision making with the AHP: why is the principal eigenvector necessary, European journal of operation research, 145, 85-91.
Saaty, T. L. (2008). Decision making with the analytic hierarchy process, J. Services Sciences, 1(1): 83–98.
Sadeghi Ravesh, M. H., & Khosravi, H. (2015). Application of Network Analysis Process (ANP) in evaluating desertification strategies, Desert Ecosystem Engineering, 4 (8), 11-24, [In Persian].
Soltani, M. (2021, March 4). Interview with the CEO of Iran Telecommunication Company about these days of the country's communication industry: Internal monopoly, to divert public opinion from the real monopoly, Jam-e-Jam Online newspaper, taken from https://jamejamonline.ir/fa/news/1306118, [In Persian].
Tabarsa, G. A. (2000). Investigating and explaining the role of strategic requirements in choosing a performance appraisal model for government organizations, Proceedings of the Second Shahid Rajaee Festival Performance Evaluation of the Executive Bodies of the Country, Administrative and Employment Affairs Organization, Tehran, [In Persian].
Taghizadeh, H., Pourabadollah Koich, M., & Aboutalebi, D. (2010), Privatization in East Azerbaijan Telecommunication Company and its role in reducing costs, Knowledge and Development, 16 (29), 201-218, [In Persian].
Taheri, S. (2020). Productivity analysis in organizations (inclusive productivity management), Hastan: Fresh Air Publications, 28th Edition, Tehran, [In Persian].
Taylor, L. D. (1994). Telecommunications Demand in Theory and Practice, Boston: Kluwer Academic Publishe, 433-447.
Van Ginkel, J. R. (2019), Significance Tests and Estimates for R2 for Multiple Regression in Multiply Imputed Datasets: A Cautionary Note on Earlier Findings, and Alternative Solutions. Multivariate Behavioral Research, 54: 4, 514-529.
Yarahmadi, M., & Karami Khorramabadi, M. (2014), Development of a super-efficiency model with imprecise data in the Imprecise Data Envelopment Analysis (Case study: A survey of 8 South Korean telecommunication centers), Sixth International Conference on Data Envelopment Analysis, Lahijan, [In Persian].
Zebardast, E. (2010). The Application of Analytic Network Process (ANP) in Urban and Regional Planning, Honar-Ha-Ye-Ziba: Memary Va Shahrsazi, 2(41), 79-90, [In Persian].
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Andersen, P., & Petersen, N. C. (1993). A procedure for ranking efficient units in data envelopment analysis, Management Science, 39 (10), 1261–1264.
Azamzadeh Shouraki, M., Khalilian, S., & Mortazavi, S. A. (2011). Selection Production Function and Estimate Important Coefficient of Energy in Agricultural Sector, Agricultural Economics and Development, 19 (76), 205-230, [In Persian].
Benicio, J., & Carlos Soares de Mello, J. (2015). Productivity Analysis and Variable Returns of Scale: DEA Efficiency Frontier Interpretation, Procedia Computer Science, 55, 341-349.
Carlucci, D. & Schiuma, G. (2008). Applying the analytic network process to disclose knowledge assets value Creation dynamics, Expert Systems with Applications, 36(4): 7687-7694.
Che, Z. H., Wang, H. S., & Chuang, C. L. (2010). A fuzzy AHP and DEA approach for making bank loan decisions for small and medium enterprises in Taiwan. Expert Systems with Applications, 37, 7189-7199.
Chung, S. H., Lee, A. H. L., & Pearn, W. L. (2005). Analytic network process (ANP) approach for product mix planning in semiconductor fabricator, International Journal of Production Economics, 96: 15-36.
Debertin, D. L. (2012). Agricultural Production Economics, Macmillan Publishing Company, a division of Macmillan Inc.
Delbari, S. A., & Davoodi, S. A. (2012). Application of Analytic Hierarchy Process (AHP) technique in ranking tourist attraction evaluation indicators, Journal of Operational Research and Its Applications, 2 (33), 57-79, [In Persian].
Ebrahimi, E. & Derakhshan, R. (2020). Using ANP method in knowledge management capabilities to develop a new product, Sixth National Conference on New Research in Humanities, Economics and Accounting, Iran, Tehran, [In Persian].
Fakherinia, M., & Mohammad Sharifi, F. (2015). Ranking Gordon Model Criteria Using Network Analysis Process (ANP) in Tehran Stock Exchange, Journal of Economics and Business, 6 (10), 57-70, [In Persian].
Fancello, G., Uccheddu, B., & Fadda, P. (2013). The performance of an urban road system using Data Envelope Analysis, WIT Transactions on The Built Environment, 130, 67-77.
Gheshlaghi, M. (2019). Evaluating the quality of electronic banking services using a combination of fuzzy Delphi hierarchical process methods (F.D.AHP) and fuzzy TOPSIS (F. TOPSIS), Case study: Post Bank branches in Tehran, Journal of Business Management, 11 (43), 254-281, [In Persian].
Ghodsipour, S. H. (2019). Discussions in Multi-Criterion Decision Making: Hierarchical Analysis Process (AHP), Amirkabir University of Technology Publications, Tehran, 12-20, [In Persian].
Giménez, V., Thieme, C., Prior, D., & Tortosa-Ausina, E. (2017). An international comparison of educational systems: a temporal analysis in presence of bad outputs, Journal of Productivity Analysis, 47, 83–101.
Gökşen, Y., Doğan, O., & Özkarabacak, B. (2015). A Data Envelopment Analysis Application for Measuring Efficiency of University Departments, Procedia Economics and Finance, 19, 226-237.
Habibi, A., Izadyar, S., & Sarafrazi, A. (2014). Fuzzy Multi-Criteria Decision Making, Katibeh Gil, Rasht, First Edition, [In Persian].
Halachmi, A. (2012). Mandated Performance Mcasutement: A help or a Hindrance?, National Productivity review, 18 (2), 59- 67.
Hingoft, E. (2000). New Organizatioan Performance Test Uncover Some Suprising Relational Behavieor, Credit Union Times, 11 (3).
Issazadeh Roshan, Y, & Khosravi, B. (2011). Ranking of the Telecommunication Company of provinces by Assessment of Data Envelopment Analysis (DEA), Journal of Operational Research and Its Applications (Applied Mathematics), 8 (3 (30)), 41-52, [In Persian].
Judaki, M., & Hassanpour, H. A. (2018). Prioritization of effective factors on improving employee productivity using network analysis process (ANP) technique (Case study: National Standard Organization of Iran), Journal of Standard and Quality Management, 2 (29), 38-64, [In Persian].
Keivan, E., Farshid Farzad, M., Radfar, R., & Sorkhabi, N. (2014). Measuring the Relative Efficiency of toll Switched exchanges (SC/PCs), data hierarchical classification method based on data envelopment analysis, Case Study: Provincial Exchanges of Telecommunication Infrastructure Company), Productivity Management, 8(29), 23-46, [In Persian].
Khodabakhshi, M., Karami Khorramabadi, M., & Sameripour, A. (2015). An Andersen- Petersen (AP) Super-efficiency Model with Ordinal Data in the imprecise Data Envelopment Analysis (A Case Study: The Branch Offices of a Mobile Telecommunications Corporation in South Korea), Journal of Operational Research and its Applications (Applied Mathematics), 12 (2 (45)), 1-18, [In Persian].
Kilincci, O., & Onal, S. A. (2011). Fuzzy AHP approache for supplier selection in a washing machine company, Expert Systems with Applications, 38, 9656–9664.
Kumar, A., Debnath, R. M., Shankar, R., & Prabhuet, J. (2015). Analyzing customer preference and measuring relative efficiency in telecom sector: A hybrid fuzzy AHP/DEA study, Telematics and Informatics. 32 (3), 447-462.
Lee, H., Lee, S., & Park, Y. (2009). Selection of technology acquisition mode using the analytic network process, Mathematical and Computer Modeling, 49: 1274-1282.
M. R. (2016). Advanced Operations Research, Academic Book Publications, Tehran, [In Persian].
Mirghafouri, S. H., Shafiee Rudposhti, M., & Nadafi, G. (2013). Evaluate financial performance with data envelopment analysis approach (case: provincial telecommunication companies), Management Research in Iran, 16 (4 (77)), 189-206, [In Persian].
Mirghafouri, S. H., Shafiee Rudposhti, M., & Nadafi, G. (2011 A). Comparison and ranking of financial performance of provincial telecommunication companies with the collective model approach of data envelopment analysis and cross-efficiency method, Development Management Process, 24 (76), 103-127, [In Persian].
Mirghafouri, S. H., Shafiee Rudpashti, M., & Nadafi, G. (2011 B). Evaluating the efficiency of provincial telecommunication companies, Modern Economics and Commerce, 7 (25-26), 121-144, [In Persian].
Mohammadzadeh asl, N., Imam Verdi, G., & Sarir Afraz, M. (2010). Ranking of Indices of Urban Welfare in Different Regions of Tehran, Journal of Urban Planning and Research, 1 (1), [In Persian].
Pakravan, L., & Khobiari, M. (2011). Evaluate the performance of organizations and evaluation models, Journal of the World of Economics, 2, [In Persian].
Rafizadeh, A., Ronagh, Y. (2020). Performance management and evaluation: A scientific and applied approach, Farmanesh Publications, Tehran, [In Persian].
Rahimi, G. (2006). Performance Evaluate and continuous improvement of the organization, Journal of Tadbir, 173, 41-44, [In Persian].
Rentschler, J., Bleischwitz, R., & Flachenecker, F. (2018). On imperfect competition and market distortions: the causes of corporate under-investment in energy and material efficiency, International Economics and Economic Policy, 15 (1), 159-183.
Rashidi Komijani, A., Ghaffari, B., & Tabatabaei, P. (2013). A review of the literature on the network analysis process. Industrial Management, 8 (24), 133-144, [In Persian].
Saaty, T. L., & Vargas, L. G. (1984). Comparison of eigenvalue, logarithmic least squares and least square methods in estimation ratios, Mathematical modeling, 5, 309-324.
Saaty, T. L. (1999). Fundamentals of the Analytic Network Process, in the Proceedings of the International Symposium on the Analytic Hierarchy Process ISAHP 1999, Japan, Kobe, pp. 1-14.
Saaty, T. L. (2003). Decision making with the AHP: why is the principal eigenvector necessary, European journal of operation research, 145, 85-91.
Saaty, T. L. (2008). Decision making with the analytic hierarchy process, J. Services Sciences, 1(1): 83–98.
Sadeghi Ravesh, M. H., & Khosravi, H. (2015). Application of Network Analysis Process (ANP) in evaluating desertification strategies, Desert Ecosystem Engineering, 4 (8), 11-24, [In Persian].
Soltani, M. (2021, March 4). Interview with the CEO of Iran Telecommunication Company about these days of the country's communication industry: Internal monopoly, to divert public opinion from the real monopoly, Jam-e-Jam Online newspaper, taken from https://jamejamonline.ir/fa/news/1306118, [In Persian].
Tabarsa, G. A. (2000). Investigating and explaining the role of strategic requirements in choosing a performance appraisal model for government organizations, Proceedings of the Second Shahid Rajaee Festival Performance Evaluation of the Executive Bodies of the Country, Administrative and Employment Affairs Organization, Tehran, [In Persian].
Taghizadeh, H., Pourabadollah Koich, M., & Aboutalebi, D. (2010), Privatization in East Azerbaijan Telecommunication Company and its role in reducing costs, Knowledge and Development, 16 (29), 201-218, [In Persian].
Taheri, S. (2020). Productivity analysis in organizations (inclusive productivity management), Hastan: Fresh Air Publications, 28th Edition, Tehran, [In Persian].
Taylor, L. D. (1994). Telecommunications Demand in Theory and Practice, Boston: Kluwer Academic Publishe, 433-447.
Van Ginkel, J. R. (2019), Significance Tests and Estimates for R2 for Multiple Regression in Multiply Imputed Datasets: A Cautionary Note on Earlier Findings, and Alternative Solutions. Multivariate Behavioral Research, 54: 4, 514-529.
Yarahmadi, M., & Karami Khorramabadi, M. (2014), Development of a super-efficiency model with imprecise data in the Imprecise Data Envelopment Analysis (Case study: A survey of 8 South Korean telecommunication centers), Sixth International Conference on Data Envelopment Analysis, Lahijan, [In Persian].
Zebardast, E. (2010). The Application of Analytic Network Process (ANP) in Urban and Regional Planning, Honar-Ha-Ye-Ziba: Memary Va Shahrsazi, 2(41), 79-90, [In Persian].
