Determining What to Benchmark: An Analytic Hierarchy Process Approach

Presents a model for strategic selection of processes for benchmarking. The process selection methodology, which incorporates Saaty′s Analytical Hierarchy Process, starts with situation analysis, is followed by the differentiation of target customer wants, and concludes with the prioritization of the value chain processes to be benchmarked. The proposed methodology was implemented in a manufacturing setting. Sensitivity analysis was carried out to test the robustness of the results. The feedback from the managers who participated in the selection process confirmed the utility of this approach.