Assessment of stakeholder satisfaction. Part 2. Development of the scale of evaluation

In modern conditions of production activities, more enterprises the requirements of international standards for the control systems. Such systems implementation aims the requirements of various stakeholders, and the index of their satisfaction becomes the criterion of perfection (optimality) of the enterprise activity. That is why quantification estimation of the index is actual problem. However, at present there is no unified approach to the definition of a generalized index of the stakeholder satisfaction. Basically, this index is calculated by means of multiplying the singular indexes of the stakeholder satisfaction by the corresponding weightiness factors. The values of these indexes are usually expressed in points. For determination the generalized index based on fuzzy set theory a scale of values of the linguistic variable "satisfaction" was developed. The scale allocates generalized index within the groups of satisfaction and in the range from 0 (completely dissatisfied) to 100% (completely satisfied). This scale allows estimation the degree of compliance with the requirements and expectations of the stakeholder and represent it in the form of linguistic meaning to further identifying of areas to improve quality of processes at any organization.