A Multi-Criteria Decision Model for the Implementation of Business Process Re-engineering

This research paper presents a methodology to assist enterprise decision-makers CDMs) to select from a numbers of processes during the Business Process Reengineering (BPR) according to organizational objectives. For this purpose, the proposed methodology utilizes fuzzy QFD technique to convert the qualitative data (DM's opinion) to quantitative ones and then calculates the effects of each process on the organization objectives and criteria. Then, by using the result of fuzzy QFD, the amount of satisfaction of each process according to each criterion is calculated. By combining this data with other effective variables in BPR projects such as "cost" and "time", a multi-objective goal programming (MOOP) model is formulated and solved to identify the most appropriate business processes. Finally, an example is presented to illustrate how the methodology works. The proposed model was also applied to a public-service organization by considering three main project quality, project cost, and project time. The achieved results were quite satisfactory and promising.