An implementation of the multi-criteria decision model: how managers apprehend the importance of rational decisions

Abstract

In this study, a model was proposed to analyze how managers apprehend the importance of rational decisions in small and medium-sized information technology companies. To do so, we used the SERVPERF, Analytic Hierarchy Process (AHP), and ELECTRE TRI methods. SERVPERF served to assess the provision of services according to customer needs; AHP to identify which service components require more management attention; and ELECTRE TRI to classify the managerial importance of resources and restrictions on IT companies, in view of the difficulties managers face to accomplish this. It is noteworthy that, for the manager, AHP was considered complex for drawing up the weights by comparative analysis of each quality area of SERVPERF. In this scenario, the contribution of the rational model is the ability it offers the manager to better understand the expectations of their customers and provide a higher degree of customization between the company and its customers.