Proposal for using AHP method to evaluate the quality of services provided by outsourced companies

Abstract

This work aims to describe the development stages of a decision support system for evaluating the quality of services provided by outsourced companies that serve organisations in the Brazilian retail sector. It used applied research, implemented through a case study conducted with the outsourced service providers of one of the 158 subsidiaries of a retail company. Using the Analytic Hierarchy Process (AHP), it was possible to develop an evaluation model capable of measuring the performance of the quality indicators and evaluating the performance of the outsourced services provided to the company under study.