Measuring aggregate process performance using AHP

Article Abstract:

A benchmark for organizational efficiency may be formulated by applying Analytic Hierarchy Process to performance data on a set of business processes taken from different organizations. Efficiency of process designs is difficult to assess as, unlike labor productivity, process designs have no directly measurable output. This is remedied by presenting the evaluation tool in ratio-scale numbers wherein missing data can be compensated for by an aggregation score or index.

Organizational Methods NEC, Methods, Models, Evaluation, Organizational effectiveness, Organizational change, Benchmarks, Benchmarking, Ranking and selection (Statistics), Analysis (Philosophy), Analytical philosophy

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Computing performance measures in a multi-class multi-resource processor-shared loss system

Article Abstract:

Two methods are presented for calculating performance measures in a multi-class, multi-resource, processor-shared loss system, focusing on a study of call center operations in financial services companies.

Research, Monte Carlo method, Monte Carlo methods, Queuing theory

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Capacity sizing in the presence of a common shared resource: dimensioning an inbound call center

Article Abstract:

A study on capacity sizing problems of common shared resource networks such as inbound call centers is presented.

France, Management dynamics, Analysis, Management, Computer networks, Company business management, Information networks, Call centers, Call centres, Capacity management (Computers), Capacity management (Information technology)

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