Performance evaluation of a decision support system in a networked enterprise

Measuring the performance of a decision support system implemented within a networked organization is neither a simple nor straightforward activity. Besides the traditional objectives that can be measured quite precisely, in a networked enterprise it is also of utmost importance that short and long-term customer and supplier relations are considered. These factors are, however, much harder to measure and to compare. We show how expert domain knowledge can be modeled with fuzzy logic, and used to find a balance between multiple quantitative system metrics and less tangible satisfaction measures. This approach is illustrated within freight logistics for the evaluation of different planning support systems.