...Ajith Tom James Purpose The purpose of this paper is to develop a framework for benchmarking the service quality of amusement parks. Design/methodology/approach A hybrid approach, which is a combination of AHP (analytic hierarchy process) and TOPSIS (Technique for Order Preference...

...Mansik Hur; Seong-Jong Joo; Jaeyoung Cho Purpose The purpose of this study is to provide the benchmarking guideline to improve managing maintenance man-hour in producing sorties of fighter jet aircraft in the Korean Air Force by measuring relative efficiency of aircraft in a fleet. Design...

... to Hokey Min can be contacted at: hmin@bgsu.edu 16 05 2020 17 10 2020 17 10 2020 © Emerald Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Benchmarking Aircraft maintenance performance Data envelopment analysis Tobit regression...

... allocation, prioritizing areas for improvement and identifying benchmarks for performance improvement. Different measures of efficiency are presented in the form of a structured framework. Practical implications Managers can use this framework to glean rich insights into different types of efficiency...

... made to take necessary remedial measures for attaining the new benchmark sigma level under the present techno‐economic set‐up. Findings The overall ratings (sigma levels) of engineering colleges in West Bengal range from 0.11 to 2.7, which is far away from the sigma level (4σ...

...” (Schriesheim et al., 1993). © Emerald Group Publishing Limited 2010 Product liability Supplier relations Benchmarking Electronic equipment and components The fundamental objective of any measuring instrument is to produce observable scores that approximate the true scores...

...Hokey Min; Hyesung Min; Seong‐Jong Joo Purpose This paper aims to develop a balanced scorecard for measuring the comparative efficiency of Korean luxury hotels and then set the benchmark of performance standards for Korean luxury hotels in the increasingly competitive hotel industry. It also aims...

... performance terms and by level of TQM implementation and organisational size. Design/methodology/approach The paper is based on two empirical studies (manufacturing and service) undertaken in North Eastern England, involving the application of a self‐assessed benchmarking tool. Data were collected from...

... the reliability requirements of customers. Findings The paper presents a procedure for evaluating and benchmarking reliability capability. Criteria for assigning different capability maturity levels are presented. The paper also presents a case study corresponding to reliability capability benchmarking...

... satisfaction and organisational performance, presenting findings from 21 colleges of Further Education that have participated in both a survey of staff satisfaction (covering over 2,600 staff from these colleges) and in a diagnostic benchmarking exercise using the “Learning PROBE” methodology. Findings...

...Karen Anderson; Rodney McAdam Purpose This aim of this paper is to explore the understanding and use of lead benchmarking and performance measurement as a possible means of achieving increased organisational change. Design/methodology/approach An empirical research methodology is used...

...Hsiu‐Li Chen As part of total quality management (TQM), benchmarking management has become a competitive technology taken by many successful companies. A benchmark is the value of some parameters used as a reference point to compare the effectiveness of the various benchmarking processes within one...

...James Sommerville; Hamish W. Robertson The application of benchmarks developed from a scorecard approach to a total quality management (TQM) programme are discussed. The programme aims to attain quality within an organisation whose primary operations are centred on a number of construction projects...

...Shaukat A. Brah; Ai Lin Ong; B. Madhu Rao Investigates the state of benchmarking in the manufacturing and service sectors of Singapore. Our aim is to understand the state of benchmarking in Singapore as well as the expectations and motivation of non‐benchmarking companies. Our approach...

... of values for the technical/engineering product characteristics is selected by means of a comparison with competitors’ products (benchmarking), and customer expectations. A numerical application is also provided. © MCB UP Limited 1998 Benchmarking Motor industry Product design Quality...

.... Perhaps one of the best ways of developing such standards is to compare the hotel’s service performance with that of the service leader and reassess its service performance continuously through competitive benchmarking. In an effort to establish practical guidelines for competitive benchmarking, proposes...

... and retention, and profitability. Benchmarking is a process for measuring a firm’s performance against the best‐in‐class, and using such an analysis to meet or exceed the best‐in‐class performance. Develops a benchmarking approach that utilizes customer satisfaction survey results in conjunction with a zero...

..., assurance and empathy, at two universities in the north‐east region of the USA. Also tests for agreement between the views of faculty (providers) and students (consumers). Finally, demonstrates how SERVQUAL may be used as a tool for benchmarking performance in order to improve service quality. We...

... management. The winners serve as useful role models for other organizations intent on adopting total quality management practices. The quality awards reviewed are arguably the premier award in their respective continents. © MCB UP Limited 1996 Awards Benchmarking Competitiveness Improvement...

...Frederick Chen Examines the preventive maintenance practice at four Japanese transplant operations in the USA. Illustrates the application of the total productive maintenance concept, kaizen, employee training and employee empowerment. The benchmarking of Japanese practices serves...