Make Decision for Selection Enterprise Resource Planning by Defines Key Performance Indicators (KPIs) and Analytic Network Process (ANP)

Abstract

The purpose of all service institutions, including banks is to provide appropriate services for the customers' satisfaction. In fact, the key to the success of these organizations relates to the customer-orientation and focus on the quality of services. Since the organizations providing financial service, especially banks operate in an environment with indistinct products, their quality services are known as the first competitive weapon. Therefore, due to the importance of quality in service industries and its significant effects on customer satisfaction, the question arises: how the quality of service can be evaluated? This case study also sought to assess the quality of banking services using failure mode and effect analysis (FMEA) techniques in Fuzzy environment in one of the branches of Melli Bank of Rafsanjan. In FMEA Technique the risk priority number (RPN) index was used for rating the failure items, which is the Multiplication of three risk factors: occurrence of failure, severity of failure and detectability of failure. In FMEA technique, the weights of risk factors weight are not taken into account such that the same weight value is assumed for each of those factors. To overcome this weakness, much research has been performed, recently. This paper uses of Wang and colleagues model in a Fuzzy Environment. The results illustrate that one of the most significant failure items is Lack of a good place to park the customers' car. Banks are one of the financial firms that different decisions are always minor system. An example of automation systems for human resources, finance, internal controls and so named. That is why banks are looking for a comprehensive system to integrate its activities are concentrated. So the Enterprise Resource Planning system (ERP) is one of the important applications of information technology in organizations, especially the banking industry of the country. There are a lot of providers of ERP software package inside and out so it is important to select suitable ones which cover all needs and aspects of our organization. We need to build a complete network of all factors involved in the decision and use right method to identify factors into the network. We have used Analytic Network Process to make decision and Balanced Score card to identify effective factors .we have connected the two methods together by using questionnaires to the experts and professionals in bank and implementing experts of this software package in Iranian companies. We have applied SPSS and Super Decision software to solve proposed model and make valid research results. As a result, an ERP software package of SAP Company is proposed as the most appropriate one for Bank.