The analytic hierarchy process as a framework for sourcing decisions: management, operations, and maintenance of a PBX
Bowens, Desobry E.
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With the installation of a new Private Branch Exchange (PBX), a telephone switch system, the Naval Postgraduate School is looking for the most effective method of sourcing the management, operations, and maintenance functions of the switch system. This thesis examines other organizations that operate a PBX in a campus-like environment. Using the data from these organizations, this thesis creates a decision framework for the NPS PBX sourcing decision using the Analytic Hierarchy Process (AHP). Separate but linked hierarchies are created for the Management, Operations, and Maintenance functions. The Functional criteria in the AHP include Level of Responsiveness, System Updates, Level of Control, Personnel Expertise, and Cost Factors. These hierarchies can be used to make a sourcing decision that reflect the priorities and thresholds of acceptable service set by the decision-maker at NPS. Cost data was not available for other organizations, so lull development of the AHP was not possible. Based on the available information, this thesis recommends that NPS should source its PBX management, maintenance and operations initially through a mix of in-house and contractor functions, track costs and other service expectations, and make a second sourcing decision at a later date.
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