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dc.contributor.advisorPretorius, P.D. Prof.
dc.contributor.authorMadisa, Victoria Garebangwe
dc.descriptionThesis (M.Sc. (Computer Science))--North-West University, Vaal Triangle Campus, 2009.en
dc.description.abstractProductivity 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.publisherNorth-West Universityen_US
dc.subjectBest practicesen
dc.subjectBest performanceen
dc.subjectIT service regionsen
dc.subjectService systemsen
dc.subjectData envelopment analysisen
dc.titleBenchmarking IT service regionsen

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  • ETD@Vaal Triangle Campus [999]
    This collection contains the original digitized versions of research conducted at the North-West University (Vaal Triangle Campus)

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