Design of an operations manager selection system in service encounter

Abstract

The purpose of this study is to provide criteria for selecting operations managers at the ‘service encounter’ for mobile telecommunication companies, and develop a system for this multi-criteria decision-making scheme based on the Analytical Hierarchy Process (AHP). There are three main criteria for evaluating the capability of service-encounter operation managers: (1) the ability to design service process; (2) the ability to operate service process; (3) the ability to conduct improvement. The AHP operation manager selection tool was developed based on the complex problems at the service encounter. It was created as a decision support system which was used to recruit and evaluate operations managers’ capability for the purpose of career advancement.

Keywords

• Operations management
• Operations manager selection
• Service encounter
• Analytical hierarchy