Metodología multicriterio para la identificación y clasificación de partes interesadas pertinentes

Juan M. Cogollo-Florez; Ana C. Restrepo-Olarte

doi:10.15665/dem.v19i2.2688

Autores

Juan M. Cogollo-Florez Instituto Tecnológico Metropolitano
Ana C. Restrepo-Olarte Instituto Tecnológico Metropolitano

DOI:

https://doi.org/10.15665/dem.v19i2.2688

Palavras-chave:

Stakeholders relevantes, Análise multicritério, Modelo Mitchell, Processo analítico hierárquico

Resumo

Este artigo desenvolve uma metodologia multicritério para identificar e classificar stakeholders relevantes, integrando a análise PESTEL, o método Mitchell e o Processo Analítico Hierárquico (AHP) em uma única estrutura que facilita a tomada de decisão em sistemas de gestão da qualidade. Esta metodologia foi aplicada em um sistema de laboratório na cidade de Medellín e evidenciou seu adequado desempenho, identificando 134 stakeholders e classificando 51 deles (38%) como relevantes e capazes de influenciar o desempenho da organização.

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