A new method based on fuzzy logic to evaluate the contract service provider performance

Abstract

This paper puts forward a fuzzy inference system for evaluating the service quality performance of service contract providers. An application service provider (ASP) model for computerized maintenance management was used in establishing common performance indicators of the quality of service. This model was implemented in 10 separate hospitals. As a result, inference produced a service cost/acquisition cost (SC/AC) ratio reduction from 16.14% to 6.09%, an increase of 20.9% in availability, with a maintained repair quality (NRR) in the period of December 2001 to January 2003.

Keywords:

• Clinical engineering
• Service contract management
• Technology management
• Fuzzy logic

Notes

¹A system, defined in a broad sense, can be treated as having defined scope, goals, general and specific processes, inputs and outputs, and relationships between processes and feedback, making the system a homogeneous entity of which all the items contribute to a certain function.

²Mutual preferential independence is when preferences for a parameter or criterion in a decision-making process are independent of the others, and vice versa. For example, preferential independence does not hold in the conventional preferences for the choice of wine with a meal. Red wine is preferred to white with beef, but white wine to red with fish.