Multicriteria decision model for ranking the performance of remote work activities: Case study in a call center company in Brazil.
Background: The world has rapidly experienced a shift in the work environment due to a global need brought about by the COVID-19 pandemic and the recognition of the advantages that remote work presents for companies engaged in processes and customer service. However, not all employees exhibit the sa...
| Publicado en: | Work Vol. 80; no. 4; pp. 1900 - 1913 |
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| Autores principales: | , , , |
| Formato: | research tables/charts Journal Article |
| Publicado: |
Sage Publications Inc.
Apr2025
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| Acceso en línea: | Ver este registro en EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=ccm&AN=184955700&site=ehost-live header: @attributes: shortDbName: ccm uiTerm: 184955700 longDbName: CINAHL Complete uiTag: AN controlInfo: bkinfo: dissinfo: jinfo: jid: 10519815 3RC jtl: Work issn: 10519815 maglogo: N pubinfo: dt: Apr2025 vid: 80 iid: 4 pid: 344 pub: Sage Publications Inc. place: Thousand Oaks, California artinfo: ui: 184955700 183302829 184955700 184955700 10.1177/10519815251320037 184955700 ppf: 1900 ppct: 13 formats: fmt: – @attributes: type: T – @attributes: type: P tig: atl: Multicriteria decision model for ranking the performance of remote work activities: Case study in a call center company in Brazil. aug: au: da Silva, Aleson Belo Marques, Amanda Braga da Costa Junior, João Florêncio de Souza, Ricardo Pires affil: Department of Production Engineering, Technology Center, Universidade Federal do Rio Grande do Norte, Natal, RN, Brazil sug: subj: Decision Support Techniques Employee Performance Appraisal Telephone Information Services Brazil Telecommuting Human Brazil Workforce Thinking SARS-CoV-2 Work Environment Data Security Noise Adaptation, Occupational Quality Improvement Computer Literacy Ergonomics Promotion and Tenure Age Factors ab: Background: The world has rapidly experienced a shift in the work environment due to a global need brought about by the COVID-19 pandemic and the recognition of the advantages that remote work presents for companies engaged in processes and customer service. However, not all employees exhibit the same level of adaptation and performance while carrying out their tasks outside the organization's premises. In this scenario, multicriteria decision analysis emerges as a tool to support the decision-making process in prioritizing employees with the best profile for carrying out telecommuting activities. Objective: To create a multicriteria decision model for ranking in the selection of employees for a call center company based in the state of Rio Grande do Norte, Brazil, for remote work from home. Methods: A case study was conducted, incorporating the application of Value-Focused Thinking (VFT), a questionnaire, and the development of the decision model using the FITradeoff method. The choice is based on the concepts of flexible elicitation from the FITradeoff method (Flexible and Interactive Tradeoff). FITradeoff is a method for eliciting scale constants created in accordance with the scope of the Multi-Attribute Value Theory (MAVT). Results: The model was able to provide support information for ranking employees with the best profiles for transitioning from on-site work to remote work, based on consistent prioritization criteria, aiding decision-makers in justifying the chosen selection. Conclusions: It was possible to rank the best profiles for transitioning work arrangements and gain an understanding of how employees perceive remote work. pubtype: Academic Journal doctype: research tables/charts Journal Article ougenre: Article language: English refInfo: holdings: @attributes: islocal: N |
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