One of the important points in performance measurement and evaluation is determining the relative importance of the metrics used. The aim of this study is to present a fuzzy multi-criteria decision-making approach for evaluating the factors used for performance evaluation. Hesitant fuzzy sets-based analytic hierarchy process method, which is an effective and successful approach to deal with uncertainty, is proposed for analyzing the factors affecting the performance of the branches of a cargo company in Turkey and also for prioritizing them according to their level of importance.

Purpose The purpose of this paper is to present a methodology which enables to measure and analyze the performance of sub-process and overall system of a cargo company. Design/methodology/approach Network data envelopment analysis method with fuzzy data is used for performance measurement which considers the sub-process efficiency simultaneously together with the overall efficiency and also the uncertainty included in input–output data. Findings A real-life application of the proposed model is presented for Turkey. The application results show the efficiency scores of ten branches according to each sub-process and also the overall system. Although the obtained results are case specific, the application results indicate that the inefficient branches can achieve efficiency either by decreasing circulation ratio input for human resources sub-process or by increasing closed complaint output or by decreasing open complaint output for customer relationship management sub-process. Originality/value The study presented provides insights into the performance measurement applications in cargo sector. The methodology presented provides the flexibility of removing or adding some new sub-processes and also decision-making units which enables the approach to be used for other performance evaluation problems.

Cargo transportation is one of the most important topics in today's fast growing and globalized logistics sector. Ecommerce activities make valuable contributions to cargo and logistics sectors. In this study, technological transfer center of a cargo company in Turkey that consists of infeeds, outfeeds, reject line and a sorter system was considered. The main problem is the imbalance between the expected capacity and current capacity. Simulation technique was applied for analyzing the system, and also for comparing the three proposed alternative solutions.

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