Assessment of the Stakeholders’ Importance Using AHP Method – Modeling and Application

Danka Knezević; Maja Glogovac; Nedeljko Zivković; Milos Dukanac

doi:10.7595/management.fon.2015.0008

Danka Knezević TD Consulting, Belgrade
Maja Glogovac University of Belgrade, Faculty of Organizational Sciences
Nedeljko Zivković University of Belgrade, Faculty of Organizational Sciences
Milos Dukanac MSC doo, Belgrade

DOI: https://doi.org/10.7595/management.fon.2015.0008

Abstract

Attention to stakeholders, which means that companies bear responsibility for the implications of their actions, is emerging as a critical strategic issue. Hence, meeting legitimate stakeholders’ requests would enhance the reputation of a company and increase its competitiveness on product markets. That is why an accurate identification of stakeholders and assessment of their importance is so significant for the companies. Through an integration of the earlier models of excellence, models for identification and classification of stakeholders, models for assessing the quality of a company and the AHP method, widely applicable in various fields, a new model for assessment of stakeholders’ significance is proposed in this paper. The model also provides an assessment of a company based on the degree of the importance and satisfaction of stakeholders. The results of this model could be useful for companies and their management when it comes to defining a proper business strategy, monitoring the system changes over time, creating a basis for comparison with other similar systems or with itself. A practical example is given to demonstrate the effectiveness of the model.

Author Biographies

Danka Knezević, TD Consulting, Belgrade

Danka Knezević, MSc., is PhD candidate at the Faculty of Organizational Sciences, University of Belgrade, Serbia. She has been concerned with improving the process and the implementation of international standards for more than eight years. Up to now, she has completed over 130 projects and has published over 20 papers in this field. Currently, she works as a director at the consulting firm TD Consulting.

Maja Glogovac, University of Belgrade, Faculty of Organizational Sciences

Maja Krsmanović, MSc., works as a teaching assistant at the Faculty of Organizational Sciences, University of Belgrade, Serbia, where she obtained her BSc and MSc degrees. Currently, she is a PhD student. Her major interests are quality management, process control and standardization. She has published over 30 papers in this field.

Nedeljko Zivković, University of Belgrade, Faculty of Organizational Sciences

Assistant Professor Nedeljko Zivković, Ph.D., is a Quality management assistant professor at Belgrade University, Faculty of Organizational Sciences (Serbia). He earned his Ph.D. from Belgrade University (Serbia) Faculty of Organizational Sciences and his BSME from Belgrade University, School of Mechanical Engineering. He is a registered quality management system lead auditor. Among many, his consulting activities include those in implementing management systems. He is the author of a large number of papers published in international and Serbian journals.

Milos Dukanac, MSC doo, Belgrade

Milos Dukanac, MSc., graduated from the Faculty of Organizational Sciences - Department of Quality Management, University of Belgrade. He obtained his Master deegre in Quality engineering in 2012 at the Faculty of organizational sciences. In 2012 he started to work for the ”Management Systems Certification“ d.o.o., an accredited certification body for management systems certification, as a Certification manager, with the following main responsibilities: creating business policies and procedures, promotion, communication to clients and other stakeholders, resolving complaints, evaluation of customer satisfaction, development of new services in the area of management systems, conducting trainings on international standards application.