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Benchmarking of organisation’s manager performance applying with AE3Q

Published Online:October 31, 2014pp 700-723https://doi.org/10.1504/IJBEX.2014.065504

Abstract

Nowadays, continual improvement, reaching organisational excellence and achieving customer satisfaction in all areas of activates in an organisation has gained much importance. In this regard, benchmarking will help the organisation to reach excellence level. This article has studied benchmarking of a manager in an organisation by exploiting a proposed new framework [a combination of the AHP, EFQM, 360 degree approach and QFD (AE3Q)]. Library research method has been used for data gathering in theoretical research phase and a semi-organised questionnaire in applied research phase. Employees, stakeholders, managers and customers of two different organisations of an industry have been selected as the data tool. Sampling from employees has been conducted by grouping method while simple random method has been used for customers and stakeholders. One of the findings of this article is performance improvement of manager in an organisation by modelling of a high performance organisation and based on the prioritised performance criteria of that organisation. Other results include providing the relationship between the manager performance and the organisation performance by the help of proposed model and setting priorities for the enablers of organisational excellence model.

Keywords

benchmarking, AHP, 360 degree approach, EFQM, QFD, enablers

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