Measuring aggregate process performance using AHP

When one undertakes a benchmarking study, it is quite typical to collect performance data on a set of business processes from a variety of organizations. While one can compare efficiency on a process-by-process level, how can one compare the overall efficiency of one organization versus another using this process-level data? This note presents a methodology that combines tournament ranking and AHP approaches to create a ranking scheme that deals explicitly with missing data and ties in the tournament scheme.

[1]  P. Harker.  Alternative modes of questioning in the analytic hierarchy process , 1987 .

[2]  B. Golany,et al.  Using rank statistics for determining programmatic efficiency differences in data envelopment analysis , 1996 .

[3]  Luis G. Vargas,et al.  The theory of ratio scale estimation: Saaty's analytic hierarchy process , 1987 .

[4]  G. L. Shostack,et al.  Service Positioning through Structural Change , 1987 .

[5]  T. Saaty.  Axiomatic foundation of the analytic hierarchy process , 1986 .

[6]  Allen N. Berger,et al.  Measurement and Efficiency Issues in Commercial Banking , 1992 .

[7]  Allen N. Berger,et al.  Bank efficiency derived from the profit function , 1993 .

[8]  M. Hammer,et al.  REENGINEERING THE CORPORATION: A MANIFESTO FOR BUSINESS REVOLUTION , 1995 .

[9]  Patrick T. Harker,et al.  Financial Institutions Center Measuring the Efficiency of Service Delivery Processes : With Application to Retail Banking , 1997 .

[10]  Allen N. Berger,et al.  The efficiency of financial institutions: A review and preview of research past, present and future , 1993 .

[11]  John Paul Macduffie.  Human Resource Bundles and Manufacturing Performance: Organizational Logic and Flexible Production Systems in the World Auto Industry , 1995 .

[12]  Loretta J. Mester,et al.  Inside the Black Box: What Explains Differences in the Efficiencies of Financial Institutions? , 1997 .

[13]  Mark A. Huselid.  The Impact of Human Resource Management Practices on Turnover, Productivity, and Corporate Financial Performance , 1995 .

[14]  Patrick T. Harker,et al.  Projections Onto Efficient Frontiers: Theoretical and Computational Extensions to DEA , 1999 .

[15]  G. Huber,et al.  Retrospective reports of strategic‐level managers: Guidelines for increasing their accuracy , 1985 .