A fuzzy-AHP-based framework for prioritising benchmarks in the service sector

Benchmarking as an improvement tool has been acknowledged in almost all sectors of the business world, including the service sector. However, the available literature on benchmarking is apparently lacking attention on the issue of prioritisation of benchmarks in the service sector, especially when there are clear constraints on time and resources that can be spent on an elaborate benchmarking endeavour. This paper presents a comprehensive fuzzy-AHP-based framework using Chang's extent analysis method for prioritising benchmarks in the service sector. The framework is based on a philosophy wherein the viewpoint of all the stakeholders of a given business set-up is taken into account for progressive improvement.