Title: Identification of benchmarking service units through productivity and quality dimensions

Authors: Murugesan Punniyamoorthy, R. Murali

Addresses: Department of Management Studies, National Institute of Technology, Tiruchirappalli 620 015, India. ' Department of Management Studies, National Institute of Technology, Tiruchirappalli 620 015, India

Abstract: In this paper, an integrated performance measurement model is developed, considering both productivity and quality dimensions together in one platform. The ranking of the units for the identified quality dimensions is found by the application of analytic hierarchy process (AHP). By using the technique of data envelopment analysis (DEA), the unit which is ranked high on productivity is obtained. The units are then grouped through the application of the K means clustering technique by providing the quality scores arrived through AHP and the productivity scores from DEA. The model helps to identify the best practicing units, in terms of quality and productivity, for other units to follow. This approach helps in identifying and improving the performance management in service organisations.

Keywords: analytical hierarchy process; AHP; data envelopment analysis; Malmquist DEA; K-means clustering; service quality; benchmarking; service units; performance measurement; quality dimensions; quality scores; productivity scores; best practice; business performance; performance management.

DOI: 10.1504/IJBPM.2010.038232

International Journal of Business Performance Management, 2010 Vol.12 No.2, pp.103 - 122

Received: 12 Apr 2010
Accepted: 02 Sep 2010

Published online: 24 Jan 2011 *

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