The Art of Benchmarking: An Analytical Guide to Methods and Applications for IT Management

Preface
Introduction
Contents
List of Tables
1 Terms and Definitions
	1.1 Benchmarking
	1.2 Ordered Sets
	1.3 Object Spaces
	1.4 Norms and Metrics
	1.5 Measurement and Value Functionals
	1.6 Added Value and Efficiency
	1.7 Conclusion
	References
2 Mathematical Foundations
	2.1 Measuring Size and Value
		2.1.1 Measurement with Yardstick
		2.1.2 Pairwise Comparison
		2.1.3 Analytic Hierarchy Process
		2.1.4 Rembrandt Method
		2.1.5 SWARA
		2.1.6 Best Worst Method
		2.1.7 CRITIC
	2.2 Measuring Similarity
		2.2.1 Inner Products
		2.2.2 Upper and Lower Vectors
		2.2.3 Correlation Coefficients
	2.3 Scaling and Shifting
	2.4 Preparing the Data
	2.5 Non-linear Resource Consumption
	2.6 Conclusion
	References
3 Benchmarking Methods
	3.1 Properties of Benchmarking Objects
	3.2 Data Envelopment Analysis
	3.3 Benchmarking Philosophies
	3.4 MADM Methods
		3.4.1 VIKOR
			Appropriateness of VIKOR for Benchmarking
		3.4.2 TOPSIS
			Appropriateness of TOPSIS for Benchmarking
		3.4.3 ARAS
			Appropriateness of ARAS for Benchmarking
		3.4.4 EDAS
			Appropriateness of EDAS for Benchmarking
		3.4.5 Taxonomy Method
			Appropriateness of Taxonomy Method for Benchmarking
		3.4.6 MOORA
			Appropriateness MOORA for Benchmarking
		3.4.7 Qualiflex
			Appropriateness of Qualiflex for Benchmarking
	3.5 Voting Approaches
		3.5.1 The Winner Takes It All
			Appropriateness of The Winner Takes It All for Benchmarking
		3.5.2 Borda Count
			Appropriateness of Borda count for Benchmarking
		3.5.3 Approval Voting
			Appropriateness of Approval Voting for Benchmarking
		3.5.4 Majority Judgment
			Appropriateness of Majority Judgment for Benchmarking
	3.6 Parameter-Free Approaches
		3.6.1 Lower and Upper Vectors
			Appropriateness of Upper and Lower Vectors for Benchmarking
		3.6.2 Cost-Based Comparison
			Cross-Estimation of Costs
			Cost Comparison with Upper and Lower Vectors
	3.7 Incomplete Ranking
		3.7.1 Topological Sorting
		3.7.2 REGIME
			Appropriateness of REGIME for Benchmarking
		3.7.3 Interval Arithmetics
	3.8 Conclusion
	References
4 Objects of Benchmarking
	4.1 Projects
	4.2 Processes
	4.3 Systems
		4.3.1 OEE
		4.3.2 Application Systems
	4.4 Services
	4.5 IT Organizations
	4.6 Business Contribution of IT
	4.7 The Peer Problem
	4.8 Conclusion
	References
5 Established Benchmarking Approaches
	5.1 DIN 66273
	5.2 VDMA 66420
	5.3 SPEC
	5.4 TPC
	5.5 EFQM
	5.6 CHEITA
	5.7 Conclusion
	References
6 The Benchmarking Process
Abbreviations
Index