Factors Analysis for Benchmarking Implementation in Indian Service Industries
Keywords:
Benchmarking, Service industries, ANOVA, Critical Success Factors (CSFs), Questionnaire survey.Abstract
The aim of this article is to discover the scope of benchmarking in Indian service industries and to study the impact of these aptitudes in industries. Several studies on Benchmarking are found in the literature. This article evaluates the Benchmarking Implementation in the Indian leading service industries of automobile sector, which encompassed the innovator consignment of 253 industries in the Indian market. The industries were found to have an intermediate level for benchmarking implementation. The findings provide decision makers with service industries benchmarks implementation in India and suggested how they compare against industries with each other.
References
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[2] Dattakumar R, Jagadeesh R. A review of literature on benchmarking. Benchmarking: An International Journal 2003; 10(3): 176- 209.
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[23] Anderson EW, Fornell C, Sehman DR. Customer Satisfaction, Market Share, and Profitability. Journal of Marketing 1994; 58: 53-66.
[24] Hazra SZ, Srivastava KBL. Impact of service quality on customer loyalty, commitment and trust in the Indian banking sector. ICFAI Journal of Marketing Management 2009; 3(4): 75-95.
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[29] Hurreeram DK. Manufacturing strategy auditing for garment making companies. Benchmarking: An International Journal 2007; 14(3): 272-88.
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[2] Dattakumar R, Jagadeesh R. A review of literature on benchmarking. Benchmarking: An International Journal 2003; 10(3): 176- 209.
[3] Feurer R, Chaharbaghi K. Defining competitiveness: a holistic approach. Management Decision 1994; 32(2): 49-58.
[4] Grant RM. The resource-based theory of competitive advantage: implications for strategy formulation. Knowledge and Strategy 1991; 33(3): 3-23.
[5] Hurreeram DK. Manufacturing strategy auditing for garment making companies. Benchmarking: An International Journal 2007; 14(3): 272-88.
[6] Karuppusami G, Gandhinathan R. Pareto analysis of critical success factors of total quality management: A literature review and analysis. The TQM Magazine 2006; 18(4): 372-85.
[7] Lakhe RR, Mohanti RP. Total quality management-Concepts, Evolution and Acceptability in Developing Economics. International Journal of Quality and Reliability Management 1994; 11(9): 9-33.
[8] Malhotra MK, Grover V. An assessment of survey research in POM: from constructs to theory. Journal of Operations Management 1998; 16(4): 407-25.
[9] Sarda SS, Bonde DS, Kallurkar SP. Application of Six-Sigma in Technical Education. Journal of Engineering Education 2006; 19(6): 45-47.
[10] Sureshchandar GS, Rajendran C, Annatharaman AN. A conceptual Model for Total Quality Management in Service Organizations. Total Quality Management 2001; 12(3): 343-63.
[11] Boulter L, Bendell T. How can ISO 9000:2000 help companies achieve excellence? What the companies think. Measuring Business Excellence 2002; 6(2): 37-41.
[12] Singh RK, Garg SK, Deshmukh SG. Strategy development for competitiveness: a study on Indian auto component sector. International Journal of Productivity and Performance Management 2007; 56(4): 285-304.
[13] Singh B, Grover S, Singh V. A Benchmark model for internal assessment of industry using fuzzy Topsis approach. International Journal of Recent Advancement in Mechanical Engineering 2015a; 4(1): 93-105.
[14] Singh B, Grover S, Singh V. An Analytic Hierarchy Process for Benchmarking of Automobile Car Service Industry in Indian context. Management Science Letters 2015b; 5(6): 543-54.
[15] Singh B, Grover S, Singh V et al. Identification & Analysis of Gaps in Service Sector Using ISM Approach. International Journal of Engineering Technology, Management and Applied Sciences 2015C; 3(1): 205-209.
[16] Singh B, Grover S, Singh V. Application of Different Techniques used in Service Industries. AIMS, International Conference at IIM Kozhikode, Kerala, India, 2015d.
[17] Singh B, Grover S, Singh V. Ranking of Benchmarking Technique by using MADM Approach. Proceeding of International conference at PEC University, Oct 2014.
[18] Singh B, Grover S, Singh V. An overview of Benchmarking process: The Continuous Improvement Tool. International Journal of YMCAUST 2013a; 1(2): 80-83.
[19] Singh B, Grover S, Singh V. A systematic review of literature on Benchmarking. Proceeding of National Conference TAME 2012, YMCAUST, Faridabad, Haryana, India, 2012.
[20] Singh B, Grover S, Singh V. Intensity of Critical Factors for Implementing Benchmarking Technique-An ANP Approach. ISTE Delhi Convention at Delhi Technological University, Delhi, India, 2013b.
[21] Kumar S, Chandra C. Enhancing the effectiveness of benchmarking in manufacturing organizations. Industrial Management & Data Systems 2001; 101(2): 80-89.
[22] Cooke WN. Employee participation programs, group-based incentives, and company performance: a union-nonunion comparison. Industrial & Labor Relations Review 1994; 47(4): 594-610.
[23] Anderson EW, Fornell C, Sehman DR. Customer Satisfaction, Market Share, and Profitability. Journal of Marketing 1994; 58: 53-66.
[24] Hazra SZ, Srivastava KBL. Impact of service quality on customer loyalty, commitment and trust in the Indian banking sector. ICFAI Journal of Marketing Management 2009; 3(4): 75-95.
[25] Zeithmal VA. Service quality delivery trough websites: a critical review of extant knowledge. Journal of the Academy of Marketing Science 2000; 30(4): 362-75.
[26] Camp RA. Entrepreneurs and politics in twentieth-century Mexico. Oxford University, Press on Demand, 1989.
[27] Li ZX, Li XH. Formation of the 1300-km-wide intracontinental orogen and postorogenicmagmatic province in Mesozoic South China: a flat-slab subduction model. Geology 2007; 35(2): 179-82.
[28] Ojeda-Gomez J, Simpson M, Lenny Koh SC et al. Achieving competitive advantage in the Mexican footwear industry. Benchmarking: An International Journal 2007; 14(3): 289- 305.
[29] Hurreeram DK. Manufacturing strategy auditing for garment making companies. Benchmarking: An International Journal 2007; 14(3): 272-88.
[30] Goyal S, Grover S. A comprehensive bibliography on effectiveness measurement of manufacturing systems. International Journal of Industrial Engineering Computations 2012; 3(4): 587-606.
Published
2019-01-07
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