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Integrated MCDM for Benchmarking Techniques in Indian Service Industries

Author

Listed:
  • Bhupender Singh

    (Department of Mechanical Engineering, YMCA University of Science and Technology Faridabad, Faridabad 121006, Haryana, India)

  • Sandeep Grover

    (Department of Mechanical Engineering, YMCA University of Science and Technology Faridabad, Faridabad 121006, Haryana, India)

  • Vikram Singh

    (Department of Mechanical Engineering, YMCA University of Science and Technology Faridabad, Faridabad 121006, Haryana, India)

Abstract

Industries need to ascend their standards for competitiveness and adopt modern methods with techniques for effectiveness of their system which occurs through convention of benchmarking techniques. The rationale of the study is to review the benchmarking techniques and moreover to rank on the basis of their application in service industries. To rank the benchmarking, analytical network process and technique for order preference by similarity to ideal solution (TOPSIS) methods are used. An integrated model of multi-criteria decision-making (MCDM) is used for prioritizing the best practices in Indian service sector. The study identifies different types of benchmarking techniques among which generic benchmarking, external benchmarking and internal benchmarking occupy the first three ranks, providing basis for several critical success factors (CSFs) like planning, reliability, standardization, time behavior and usability as the more important parts of benchmarking. Thus, an endeavor has been made by authors to give a model for evaluation of benchmarking techniques through MCDM which gives confidence for executives to adopt benchmarking in their industries.

Suggested Citation

  • Bhupender Singh & Sandeep Grover & Vikram Singh, 2016. "Integrated MCDM for Benchmarking Techniques in Indian Service Industries," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 13(06), pages 1-18, December.
    • Handle: RePEc:wsi:ijitmx:v:13:y:2016:i:06:n:s0219877017500055
    DOI: 10.1142/S0219877017500055
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    References listed on IDEAS

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    1. G. Anand & Rambabu Kodali & B. Santosh Kumar, 2011. "Development of analytic network process for the selection of material handling systems in the design of flexible manufacturing systems (FMS)," Journal of Advances in Management Research, Emerald Group Publishing Limited, vol. 8(1), pages 123-147, May.
    2. Mahesh Chand & Tilak Raj & Ravi Shankar, 2015. "A comparative study of multi criteria decision making approaches for risks assessment in supply chain," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 18(1), pages 67-84.
    3. Jharkharia, Sanjay & Shankar, Ravi, 2007. "Selection of logistics service provider: An analytic network process (ANP) approach," Omega, Elsevier, vol. 35(3), pages 274-289, June.
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