Modelo Multicritério para Selecionar Agente Arrecadador para Empresas de Utility

Abstract

This paper presents the development of a multicriteria model to select tariff collectors in Utiliiy Enterprises. The policy of companies focuses high quality and dependability of benefits provided to a large number of clients. Mangers are always concerned in overcoming and even eliminating obstacles that appear as risks of failure in a highly competitive market. Currently, theprocess applied for the definition of collectors profile is based on empirical knowledge that the professionals experienced in the cornpanies. However, it is necessary a theoretical backgroud t support all procedures employed withing specialised conpanies. The models proposed in this work searches a deeper analysis of the demands of clients. Not only physical support(i.e. equipment, infra-structure and number of cash points) Is considered but also subjetive aspects such as safety, comfort and quickness are taken into account. The MCDA (Multicriteria Decision Aid) was aplied to develop and assess the proposed model because the concept of a decision context is not defined in the beginning of the process. Also, objective and subjective features must be considered in the decision process, which defines the most appropriate profile for a tariff colector.