Weighted ISM approach to interface amongst the barriers of benchmarking in Indian service industries
by Bhupender Singh; Sandeep Grover; Vikram Singh
International Journal of Advanced Operations Management (IJAOM), Vol. 7, No. 4, 2015

Abstract: The rationale of this paper is to analyse the interactions between various barriers that might obstruct the benchmarking implementation for service industries. A weighted interpretive structural modelling (WISM) methodology is applied to analyse the mutual interactions between 13 main barriers, which are identified by extensive literature review and discussion held with experts of Indian service industries. Afterwards a method of competitiveness index (CI) is applied to recognise the key barriers for benchmarking in service industries. The result of this study shows that employee resistance, refusal to change and improper planning are the main barriers which affect the benchmarking implementation in Indian scenario. Through eliminating these main barriers on priority basis managers can easily implement the benchmarking process for improving competitiveness at global level.

Online publication date: Mon, 29-Feb-2016

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