Purpose A product or service usually has multiple measurable characteristics, and its performance on different measures may vary and may change over time. Multi-criterion and multi-period performance benchmarking presents a challenge for management to determine performance gaps among comparable...

Purpose – Although software systems used to automate business processes have been becoming rather advanced, the existing practice of developing and modifying graphical process models in those software systems is still primitive: users have to manually add, change, or delete each node and arc...

Purpose – Process mapping is used to articulate the activities and procedures of business entities in a graphical way as pictorial images readily convey considerable information. The objective of this research is to provide evidence and a methodology to assist organizations in evaluating the...