Title: Weighted ISM approach to interface amongst the barriers of benchmarking in Indian service industries

Authors: Bhupender Singh; Sandeep Grover; Vikram Singh

Addresses: Department of Mechanical Engineering, YMCA University of Science and Technology, Faridabad, Haryana, 121006, India ' Department of Mechanical Engineering, YMCA University of Science and Technology, Faridabad, Haryana, 121006, India ' Department of Mechanical Engineering, YMCA University of Science and Technology, Faridabad, Haryana, 121006, India

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.

Keywords: weighted ISM; interpretive structural modelling; WISM; benchmarking; India; service industry; barriers; competitiveness index; barrier interactions; employee resistance; resistance to change; inadequate planning.

DOI: 10.1504/IJAOM.2015.075027

International Journal of Advanced Operations Management, 2015 Vol.7 No.4, pp.317 - 340

Received: 22 Jul 2015
Accepted: 23 Dec 2015

Published online: 29 Feb 2016 *

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