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Benchmarking IT service regions / Victoria G. Madisa

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dc.contributor.author Madisa, Victoria Garebangwe
dc.date.accessioned 2009-11-17T06:21:37Z
dc.date.available 2009-11-17T06:21:37Z
dc.date.issued 2008
dc.identifier.uri http://hdl.handle.net/10394/2523
dc.description Thesis (M.Sc. (Computer Science))--North-West University, Vaal Triangle Campus, 2009. en
dc.description.abstract 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. en
dc.publisher North-West University en_US
dc.subject Research en
dc.subject Implement en
dc.subject Best practices en
dc.subject Study en
dc.subject Best performance en
dc.subject Benchmarking en
dc.subject IT service regions en
dc.subject Effectiveness en
dc.subject Service systems en
dc.subject Managing en
dc.subject Data envelopment analysis en
dc.subject Methodology en
dc.title Benchmarking IT service regions / Victoria G. Madisa en
dc.type Thesis en
dc.description.thesistype Masters


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