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Bank Branch Benchmarking with Quality as a Component

In: Data Envelopment Analysis in the Financial Services Industry

Author

Listed:
  • Joseph C. Paradi

    (University of Toronto)

  • H. David Sherman

    (Northeastern University)

  • Fai Keung Tam

    (University of Toronto)

Abstract

One of the favorite tools of managers is a relative measure to a “benchmark” which is arrived at either empirically or theoretically. In many cases, industry best practices in terms of quality, time, and cost dimensions are used. In this way, their DMUs are measured against a standard to which both top managers and unit managers had agreed. Benchmarking has disadvantages also; typically, it just assists the user to find activities which need improvement. What it does not do is to help to solve the issues identified.

Suggested Citation

  • Joseph C. Paradi & H. David Sherman & Fai Keung Tam, 2018. "Bank Branch Benchmarking with Quality as a Component," International Series in Operations Research & Management Science, in: Data Envelopment Analysis in the Financial Services Industry, chapter 0, pages 159-184, Springer.
    • Handle: RePEc:spr:isochp:978-3-319-69725-3_11
    DOI: 10.1007/978-3-319-69725-3_11
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    Cited by:

    1. Panagiotis Mitropoulos & Ioannis Mitropoulos, 2020. "Performance evaluation of retail banking services: Is there a trade‐off between production and quality?," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 41(7), pages 1237-1250, October.
    2. Ihil S. Baron, 2020. "The Role of Psychological Testing As an Effort to Improve Employee Competency," GATR Journals jmmr235, Global Academy of Training and Research (GATR) Enterprise.

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