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Adding value to bank branch performance evaluation using cognitive maps and MCDA / Ferreira, F. A. F. in Journal of the operational research society (JORS), Vol. 62 N° 7 (Juillet 2011) 

Public ISBD [article]  in Journal of the operational research society (JORS) > Vol. 62 N° 7 (Juillet 2011) . - pp. 1320–1333 Titre : Adding value to bank branch performance evaluation using cognitive maps and MCDA : a case study Type de document : texte imprimé Auteurs : Ferreira, F. A. F., Auteur ; Santos, S. P., Auteur ; Rodrigues, P. M. M., Auteur Année de publication : 2011 Article en page(s) : pp. 1320–1333 Note générale : Recherche opérationnelle Langues : Anglais (eng) Mots-clés : Bank  branches  Cognitive  mapping  MCDA  Performance  evaluation Index. décimale : 001.424 Résumé : Bank branch performance evaluation is a difficult endeavour. Some of the main reasons for this difficulty are the complexity inherent in the variety of aspects considered in the evaluation, and the multiple and conflicting interests of the different stakeholders involved. In this paper, we show how cognitive mapping and measuring attractiveness by a categorical-based evaluation technique can be used to support the evaluation of bank branches through the development of multidimensional performance evaluation systems, and to deal explicitly with the trade-offs between the different dimensions of performance and interests of different stakeholders. A case study is discussed where these techniques are used in a constructive way, making the learning activity easier and introducing transparency in the decision-making process. The strengths and weaknesses of the integrated use of these two operational research techniques in this context are also discussed. DEWEY : 001.424 ISSN : 0160-5682 En ligne : http://www.palgrave-journals.com/jors/journal/v62/n7/abs/jors2010111a.html [article] Adding value to bank branch performance evaluation using cognitive maps and MCDA : a case study [texte imprimé] / Ferreira, F. A. F., Auteur ; Santos, S. P., Auteur ; Rodrigues, P. M. M., Auteur . - 2011 . - pp. 1320–1333. Recherche opérationnelle Langues : Anglais (eng) in Journal of the operational research society (JORS) > Vol. 62 N° 7 (Juillet 2011) . - pp. 1320–1333 Mots-clés : Bank  branches  Cognitive  mapping  MCDA  Performance  evaluation Index. décimale : 001.424 Résumé : Bank branch performance evaluation is a difficult endeavour. Some of the main reasons for this difficulty are the complexity inherent in the variety of aspects considered in the evaluation, and the multiple and conflicting interests of the different stakeholders involved. In this paper, we show how cognitive mapping and measuring attractiveness by a categorical-based evaluation technique can be used to support the evaluation of bank branches through the development of multidimensional performance evaluation systems, and to deal explicitly with the trade-offs between the different dimensions of performance and interests of different stakeholders. A case study is discussed where these techniques are used in a constructive way, making the learning activity easier and introducing transparency in the decision-making process. The strengths and weaknesses of the integrated use of these two operational research techniques in this context are also discussed. DEWEY : 001.424 ISSN : 0160-5682 En ligne : http://www.palgrave-journals.com/jors/journal/v62/n7/abs/jors2010111a.html