Human resources are imperative. They contribute widely in performing the company daily business operation. In a more specific area, customer service, robots or machines cannot replace humans role practically. Human resources are still fundamental players in such an area. The proposed study is going to be conducted to develop a decision support model (DSM) to objectively measure the company workers performance, specifically in the customer service area. The main method operated is the fuzzy logic with Mamdani approach by conducting the multi-stage rule. By considering several aspects of data behavior, the statistics and mathematics methods are going to be operated as well then. The objective DSM hypothetically is able to be constructed as a generic DSM that is able to be implemented in many companies, both private or public. The generic one is purposely operated to measure the workers performance (human performance resources appraisal) in a narrow area, customer service

human resources, customer service, decision support model, fuzzy logic, Mamdani approach, multi-stage rule, performance

• Irmawan Rahyadi, S.Sos., Mgr, Ph.D

• Dr.rer.nat. Ditdit Nugeraha Utama, S.Kom, MMSI.