Evaluating and rating the performance of Qazvin municipalities, using the Balanced Scorecard (BSC) model, with Fuzzy Multi-Criteria Decision- Making (FMCDM) approach

Mehdi Ansari, Reza Shah Hosseini, Manny Sharifi

Abstract


Using the Balanced Scorecard (BSC) model, with Fuzzy Multi-Criteria Decision- Making (FMCDM) approach, this study aimed at evaluating the performance of Qazvin municipalities. The population of this study consists of Qazvin municipality regions. Municipality performance evaluation indicators were extracted from the Kaplan Norton book, and then using the experts and managers' opinions, these indicators were screened, and finally, 52 of them were selected. Furthermore, the relative weights of performance indicators were calculated with the help of fuzzy analytic hierarchy process (FAHP). Finally, based on these weights, Fuzzy TOPSIS was used for ranking Qazvin municipalities, and determining the best one. Though several studies have been conducted to evaluate the performance of municipalities, most of them have ignored citizens' (customer's) opinions.

In addition to taking new applicable indices into account, the present study considered a proper rating for the indicators, and then compared the evaluating of the performance of municipal regions. Hence, the selected approach is a new comprehensive work, and can be a useful and effective tool for evaluating the performance of public organizations and services.

 


Keywords


FMCDM, Balanced Scorecard (BSC), Fuzzy Analytic Hierarchy Process (FAHP), TOPSIS.

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