VAGUENESS IN THE PERFORMANCE MEASUREMENT – APPLIED ON THE CUSTOMER PERSPECTIVE WITHIN BSC

Resumo

Several types of uncertainty is involved in performance measurement. This paper shows the usage of the fuzzy numbers and fuzzy arithmetic as a way to handle the vagueness type of uncertainty. Customer satisfaction index – as a sample KPI from the customer perspective within the BSC framework – is used for the demonstration how to apply fuzzy arithmetic. Fuzzy logic theory applied on the vague data enables to process this type of uncertainty with MATLAB software and provides interesting results.