Abstract
D.Com. (Business Management)
The aim of this thesis is to develop and apply a method to measure
and evaluate the productivity performance of the branch offices of a
financial institution. The thesis has two focal points. The first
focal point is the development of a method for productivity measurement
and the evaluation of productivity performance based on existing
productivity measurement methods. The second focal point is the
application of the method and thereafter the interpretation of the
productivity measurement results.
The unique characteristics of branch offices that had to be taken
into consideration and provided for in productivity measurement y!ere
highlighted. The requirements for sound productivity measurement,
such as the validity and consistency of productivity measurement
methods, techniques and models were pointed out. A wide range 0:
existing productivity measurement methods and models were researched.
The existing methods and models for productivity measurement were
found to be lacking in respect of their inability to reflect the
effect of free products and services or the effect of resource substitution
in the case of multiple resources.
The productivity measurement method proposed in this thesis is based
on productivity accounting, standard costing and baseline rate
analysis.