A Fuzzy Analytical Network Process Based Model for Maintenance Performance Measurement (A Case Study in Iran Air Co.)

In the competitive business environment, according to globalization and the requirement of international standardization in aviation industry, adopting modern and accepted methods in aircraft maintenance management is vital for air transportation in our country. The lack of an integrated decision-making method and mathematical model for assessment of maintenance processes in current methods is seen. This article proposed a model based on fuzzy analytical network process to apply expert's views in realistic, precise taking pairs for weighting of criteria and KPIs. We are concerning to define and customize the key performance indicators for Iran Air Co. We are trying to combine the recognized methods such as BSC and EFQM with the expert's views to reach an acceptable way of evaluation and assessment of maintenance processes. The selected criteria and indicators are aligned with corporate objectives and goals. The selection of KPIs and their relations is based on experts views which gathered by a questionnaire and personal interviews in Iran Air Co. Results are classified in three criteria (human resources, safety & quality and management & planning) and eighteen KPIs which could help managers to monitor and control the maintenance processes and compare the results with intended ideals to diagnose deficiencies and improve maintenance processes.