A study on customer selection in the service sector with analytic network process and multi choice goal programming

Service sector is an activity area which has a big share in economies. Service production has specific structure different from manufacturing a product. While a customer is out of production system in a physical product manufacturing, he takes place inside service manufacturing. In service systems, relationships with customers have a key role. In service production, customers to be worked with are needed to be evaluated and selected with scientific methods quickly not to exceed capacity because of limited sources such as time, budget and human resources. Organization firms are an important part of service system and they are developing rapidly. In this study, cost, time, profit, feasibility and customer reliability which are valuation criteria of organizational projects which customers demand in an organization firm which has a large portfolio such as birthday, wedding ceremony, meal invitation, picnic, invitation, panel, congress, meeting, henna night were evaluated according to thirty criteria in benefit, cost, opportunity and risk subnets with Analytical Network Process (ANP). Periods of organization projects were analyzed with Gantt Chart. Six different organization projects were evaluated with Simple Weighted Sum Method (SWSM) according to the criteria whose weight were determined with ANP and their priorities were found. The weights which were found out with SWSM were used as coefficients of maximizing aim of total project priority which was one of the aims of three objective 0-1 Integer Linear Decision Model. Other objectives are maximizing total project profit and maximizing total project reliability. Multi objective model was build under staff shortages, budgetary constraint and time constraints. Ideal point for objective functions was determined and shown to decision- maker. The decision-maker determined target ranges for each goal based on the ideal point. According to the target ranges which were determined,multiple choice conic goal programming model was formed and solved with model Lingo 11.0 program.