A New Fuzzy Model for Evaluation of Key Performance Indicators and Purchasing Process Quality

Abstract

Improvement of key business processes is one of the requests of standard ISO 9001:2008 and has a critical effect on the competitive advantage of any organization. In this paper, the purchasing process, its objectives, key performance outcomes and key objective indicators for each identified objective are defined with respect to critical success factors. Modelling of the relative importance of purchasing key performance indicators and their values as well as modelling of the influence of a specific objective on process quality will be presented using fuzzy sets. The algorithm for evaluation of KPIs, process quality and the gap between existing and target values are presented and illustrated by an example of the purchasing process in one service organization. The presented approach should contribute to the assessment and improvement of purchasing process performance