IMPROVING ERP SOFTWARE SELECTION PROCESS BY INTEGRATING QFD WITH AHP APPROACH

Hasan Al Jafa ()

Network Intelligence Studies, 2020, issue 16, 157-167

Abstract: Many organizations have realized the importance of establishing a reliable connection with their customers to identify their requirements, identify IT failures, answer customer queries, and provide real-time customer support in technical issues. CRM software vendors have provided various solution packages to meet companies' requirements and needs, but choosing the best one requires a full understanding of the elements involved and considering them in the decision-making process. Many decision-making approaches have been introduced to solve complicated selection problems; each method used has advantages and disadvantages. This article presents an integrated model of one of the most efficient decision-making methods, the AHP "Analytic Hierarchy Process" combined with the QFD tool. AHP has a consistency tool to measure the reliability of decisions but does not consider stakeholders’ needs. In contrast, QFD does, and it provides a full overview of the technical parameters and areas for possible improvements. The integration of these two methods will eliminate the disadvantages of using each alone and create a reliable model to help in complex decisions that may define a new enterprise's success or failure.

Keywords: QFD; AHP; IT Support; Decision making; Integrated MCDM; ERP software selection (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:cmj:networ:y:2020:i:16:p:157-167

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