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A set of indices for performance evaluation for business processes with multiple inputs and multiple outputs is proposed, which are found in machinery manufacturers. Based on the traditional methods of data envelopment analysis (DEA) and analytical hierarchical process (AHP), a hybrid model called DEA/AHP model is proposed to deal with the evaluation of business process performance. With the proposed method, the DEA is firstly used to develop a pairwise comparison matrix, and then the AHP is applied to evaluate the performance of business process using the pairwise comparison matrix. The significant advantage of this hybrid model is the use of objective data instead of subjective human judgment for performance evaluation. In the case study, a project of business process reengineering (BPR) with a hydraulic machinery manufacturer is used to demonstrate the effectiveness of the DEA/AHP model.
Based on the traditional methods of data envelopment analysis (DEA) and analytical hierarchical process (AHP), a hybrid model called DEA / AHP model is proposed to deal with the evaluation of business process performance. With the proposed method, the DEA is initially used to develop a pairwise comparison matrix, and the the AHP is applied to evaluate the performance of business process using the pairwise comparison matrix. The significant advantage of this hybrid model is the use of objective data instead of subjective human judgment for performance evaluation. In the case study, a project of business process reengineering (BPR) with a hydraulic machinery manufacturer is used to demonstrate the effectiveness of the DEA / AHP model.