Title: A fuzzy-AHP-based framework for prioritising benchmarks in the service sector

Authors: Manu Augustine, Rakesh Jain, Om Prakash Yadav

Addresses: Mechanical Engineering Department, Malaviya National Institute of Technology, Jawahar Lal Nehru Marg, Jaipur-302017 (Rajasthan), India. ' Mechanical Engineering Department, Malaviya National Institute of Technology, Jawahar Lal Nehru Marg, Jaipur-302017 (Rajasthan), India. ' Department of Industrial and Manufacturing Engineering, North Dakota State University, Fargo, ND 58105, USA

Abstract: Benchmarking as an improvement tool has been acknowledged in almost all sectors of the business world, including the service sector. However, the available literature on benchmarking is apparently lacking attention on the issue of prioritisation of benchmarks in the service sector, especially when there are clear constraints on time and resources that can be spent on an elaborate benchmarking endeavour. This paper presents a comprehensive fuzzy-AHP-based framework using Chang|s extent analysis method for prioritising benchmarks in the service sector. The framework is based on a philosophy wherein the viewpoint of all the stakeholders of a given business set-up is taken into account for progressive improvement.

Keywords: benchmarking; prioritisation; fuzzy AHP; analytical hierarchy process; improvement tools; time constraints; resource constraints; Chang; extent analysis method; stakeholders; progressive improvements; productivity; TQM; total quality management; service sector.

DOI: 10.1504/IJPQM.2010.032961

International Journal of Productivity and Quality Management, 2010 Vol.5 No.4, pp.452 - 472

Available online: 05 May 2010 *

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