A MULTI-CRITERIA CALL CENTER SITE SELECTION BY HIERARCHY GREY RELATIONAL ANALYSIS

Abstract

Facility location selection is a decision problem that takes into consideration both qualitative and quantitative factors and also is one of the most important strategic decisions affecting organizations in terms of business success. Fundamentally, it comprises evaluating a group of alternative sites on the basis of multiple criteria. In this context when alternatives and factors are multitudinous, multi-criteria decision making methods are being used for successful decisions. In this paper the decision problem is exemplified by applying on a part of a project for a call center site selection by using one of the multi-criteria decision-making methods, namely hierarchy grey relational analysis, based on application of analytic hierarchy process (AHP) and grey relational analysis (GRA) methods. The goal of the selection is to determine the most appropriate location among the alternatives. Nine cities given as alternatives are evaluated and compared against human resources, economic and regional conditions including fourteen sub-criteria.

Keywords

• Analytic Hierarchy Process
• Grey Relational Analysis
• Call Center Site Selection