Identification of benchmarking service units through productivity and quality dimensions

摘要

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.