Performance Evaluating of IT Department Using a Modified Fuzzy TOPSIS and BSC Methodology (Case Study: Tehran Province Gas Company)

Abstract

This research has been conducted in Tehran province Gas Company which is a governmental company. The objective of this study is to construct an approach based on the modified fuzzy TOPSIS and balanced scorecard (BSC) for evaluating an IT department in Tehran Province Gas Company. The BSC concept is applied to define the hierarchy with four major perspectives (i.e. financial, customer, internal business process, and learning and growth), and performance indicators are selected for each perspective. A fuzzy TOPSIS approach is then proposed in order to tolerate vagueness and ambiguity of information. A fuzzy TOPSIS information system is finally constructed to facilitate the solving process. The results provide guidance to IT departments regarding strategies for improving department performance. The constructed information system is suggested to be a good tool for solving other multiple-criteria decision-making problems.