mirage

Achieving the efficiency frontier in IT service delivery

Boloka/Manakin Repository

Show simple item record

dc.contributor.author Pretorius, Philip D
dc.contributor.author Madisa, Victoria G
dc.contributor.author Kroeze, Jan H
dc.date.accessioned 2010-11-18T13:38:23Z
dc.date.available 2010-11-18T13:38:23Z
dc.date.issued 2010
dc.identifier.citation PRETORIUS, P.D., MADISA, V.G. & KROEZE, J.H. 2010. Achieving the efficiency frontier in IT service delivery (full paper). Proceedings of the 15th International Business Information Management Association Conference (15th IBIMA), 6 - 7 November 2010, Cairo, Egypt, pp. 1044-1055. (Knowledge Management and Innovation: A Business Competitive Edge Perspective, edited by Khalid S. Soliman) [http://www.ibima.org/CA2010/index.html] en
dc.identifier.isbn 978-0-9821489-4-5
dc.identifier.uri http://hdl.handle.net/10394/3825
dc.description Proceedings of the 15th International Business Information Management Association Conference (15th IBIMA), 6 - 7 November 2010, Cairo, Egypt, pp. 1044-1055. (Knowledge Management and Innovation: A Business Competitive Edge Perspective, edited by Khalid S. Soliman. On CD: ISBN: 978-0-9821489-4-5) en
dc.description.abstract This paper researches and implements the best practices that lead to best performance in Information Technology service delivery. A customer quality defined standard is created by benchmarking the Information Technology Service Regions. The 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.language.iso en en
dc.publisher IBIMA en
dc.subject Efficiency frontier en
dc.subject Service delivery en
dc.subject Sensitivity analysis en
dc.title Achieving the efficiency frontier in IT service delivery en
dc.type Other en


Files in this item

This item appears in the following Collection(s)

Show simple item record

Search the NWU Repository


Advanced Search

Browse

My Account

Statistics