Application of the Scoring method for integral customer classification

Abstract

There are entities that provide on-site services, where the exchange of value occurs in the client’s facilities,
involving a greater number of resources.
In the work, two entities are presented, an offer “turnkey” security system, executing projection, supplies,
installation and commissioning, training the client and the subsequent maintenance service of the
systems, the other distributes ice cream to different points of sale. In both entities the clients are classified
considering only one criterion (installed technology and distance).
Both entities have presented problems with the performance indicators, being necessary the redesign of
their planning systems. The first step that is proposed for the conformation of the plan is to carry out the
integral classification of the clients taking into account a set of criteria. It is showned how to obtain this classification using a multicriterial approach, specifically the Scoring
method, which allowed to quickly and efficiently determine the integral classification of clients in the
entities under study.
Among the economic results can be mentioned: a saving in 11 760 liters of oil per year, which results
in a savings of $ 5 576, 64 USD for a turnkey service entity, while for the ice cream distribution entity
increases the income at $ 35,347, the utility at $ 40,588.45 and the cost decreases at $ 5,470 for one
month of application of the procedure.