Bank Branch Benchmarking with Quality as a Component

Joseph C. Paradi, H. David Sherman and Fai Keung Tam
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Joseph C. Paradi: University of Toronto
H. David Sherman: Northeastern University
Fai Keung Tam: University of Toronto

Chapter Chapter 11 in Data Envelopment Analysis in the Financial Services Industry, 2018, pp 159-184 from Springer

Abstract: 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.

Date: 2018
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DOI: 10.1007/978-3-319-69725-3_11

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