Benchmarking IT service regions / Victoria G. Madisa
Productivity and efficiency are the tools used in managing performance. This study researches and implements best practices that lead to best performance. A customer quality defined standard has to be created by benchmarking the Information Technology Service Regions which may be used to help decisi...
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ndltd-NWUBOLOKA1-oai-dspace.nwu.ac.za-10394-25232014-04-17T03:56:36ZBenchmarking IT service regions / Victoria G. MadisaMadisa, Victoria GarebangweResearchImplementBest practicesStudyBest performanceBenchmarkingIT service regionsEffectivenessService systemsManagingData envelopment analysisMethodologyProductivity and efficiency are the tools used in managing performance. This study researches and implements best practices that lead to best performance. A customer quality defined standard has to be created by benchmarking the Information Technology Service Regions which may be used to help decision-makers or management make informed decisions about (1) the effectiveness of service systems, (2) managing the performance of Information Technology Service Regions. Waiting lines or queues are an everyday occurrence and may take the form of customers waiting in a restaurant to be serviced or telephone calls waiting to be answered. The model of waiting lines is used to help managers evaluate the effectiveness of service systems. It determines precisely the optimal number of employees that must work at the centralised service desk. A Data Envelopment Analysis (DEA) methodology is used as a benchmarking tool to locate a frontier which is then used to evaluate the efficiency of each of the organizational units responsible for observed output and input quantities. The inefficient units can learn from the best practice frontier situated along the frontier line.Thesis (M.Sc. (Computer Science))--North-West University, Vaal Triangle Campus, 2009.North-West University2009-11-17T06:21:37Z2009-11-17T06:21:37Z2008Thesishttp://hdl.handle.net/10394/2523 |
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Research Implement Best practices Study Best performance Benchmarking IT service regions Effectiveness Service systems Managing Data envelopment analysis Methodology |
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Research Implement Best practices Study Best performance Benchmarking IT service regions Effectiveness Service systems Managing Data envelopment analysis Methodology Madisa, Victoria Garebangwe Benchmarking IT service regions / Victoria G. Madisa |
description |
Productivity and efficiency are the tools used in managing performance. This study researches and implements best practices that lead to best performance. A customer quality defined standard has to be created by benchmarking the Information Technology Service Regions which may be used to help decision-makers or management make informed decisions about (1) the effectiveness of service systems, (2) managing the performance of Information Technology Service Regions. Waiting lines or queues are an everyday occurrence and may take the form of customers waiting in a restaurant to be serviced or telephone calls waiting to be answered. The model of waiting lines is used to help managers evaluate the effectiveness of service systems. It determines precisely the optimal number of employees that must work at the centralised service desk. A Data Envelopment Analysis (DEA) methodology is used as a benchmarking tool to locate a frontier which is then used to evaluate the efficiency of each of the organizational units responsible for observed output and input quantities. The inefficient units can learn from the best practice frontier situated along the frontier line. === Thesis (M.Sc. (Computer Science))--North-West University, Vaal Triangle Campus, 2009. |
author |
Madisa, Victoria Garebangwe |
author_facet |
Madisa, Victoria Garebangwe |
author_sort |
Madisa, Victoria Garebangwe |
title |
Benchmarking IT service regions / Victoria G. Madisa |
title_short |
Benchmarking IT service regions / Victoria G. Madisa |
title_full |
Benchmarking IT service regions / Victoria G. Madisa |
title_fullStr |
Benchmarking IT service regions / Victoria G. Madisa |
title_full_unstemmed |
Benchmarking IT service regions / Victoria G. Madisa |
title_sort |
benchmarking it service regions / victoria g. madisa |
publisher |
North-West University |
publishDate |
2009 |
url |
http://hdl.handle.net/10394/2523 |
work_keys_str_mv |
AT madisavictoriagarebangwe benchmarkingitserviceregionsvictoriagmadisa |
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