Fuzzy logic in management control: a case study

Abstract

This work proposes a fuzzy logic based computational approach as an alternative way to determine the management control quality of projects' development processes from measures of customer satisfaction and process performance. Its focal point takes advantage of the fuzzy logic capabilities to the analysis and design of systems whose behavior is based on experts' skills and knowledge in project management. Its main goals are centralized to: provide quantitative management with visibility into the projects' process performance; supply feedback information to stakeholders about the projects' management control quality; and minimize the human task in evaluating the overall quality of the organizations' management control. To enforce the proposed approach we provide a set of criteria used in its design, as well as its qualitative and quantitative analysis. To conclude, we applied the overall approach to a set of data originated from projects of telecommunication management networks.