Ranking and Investigation of Voice of Customer Index by Applying AHP Method in Local Management of Tehran Metropolis

Mohamad Rahim Rahnama, Khalil Kazemi Kheibari, Seyed Ali Hossein Pour, Mohadeseh Najafi
2012 Journal of Management and Sustainability  
Strategic look is a necessity rather than a choice in management. Knowledge, deep thinking, all over view, realistic look and mature management all are necessary for such a look. By achieving modern methods, custom oriented organizations and institutes permanently try to find solutions so that by using those solutions they can attract more customs, therefore they declare their decisions to senior authorities regarding their profits and attitudes. Future belongs to organizations that coordinate
more » ... ns that coordinate with new realities and its necessities. By achieving modern methods, customer-oriented organizations and institutes are constantly trying to search for other solutions to inspire more customers so that based on their interests and attitudes, they voice their opinion to the superiors of the organization. Numerous researches all indicate that customers can change the production line. Therefore, organizations and large companies consider "voice of customer" more than before. They are constantly ready to meet customers' demands. In this paper, we study the voice of customer in the municipilties of Tehran. Fuzzy multiple criteria decision making (FMCDM) is one of the suitable models of ranking the key criteria of the voice of customer. In fuzzy analytic hierarchical process (Fuzzy AHP) and Fuzzy decision making trial and evaluation laboratory (Fuzzy DEMATAL), we ranked the key criteria of the voice of customer in Iran Telecommunications Manufacturing Companies (ITMC). In methodological and theoretical view, this research had done based on structuralism and historical-creating analysis in macro and guideline levels. This research had done in library-documentary method and qualitative analysis in several ways and its goal is achieving to optimum methodology.
doi:10.5539/jms.v3n1p129 fatcat:mbwo24idmjcazlrhj5revrg5nu