Network Intelligence Studies (Dec 2020)
IMPROVING ERP SOFTWARE SELECTION PROCESS BY INTEGRATING QFD WITH AHP APPROACH
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.
