People-process-performance benchmarking technique in cloud computing environment: An AHP approach

Abstract

Purpose

Cloud computing is relatively a new type of technology demanding a new method of management techniques to attain security and privacy leading to customer satisfaction regarding “Business Protection” measure. As cloud computing businesses are usually composed of multiple colocation sites/departments, the purpose of this paper is to propose a benchmark operation to measure and compare the overall integrated people-process-performance (PPP) among different departments within cloud computing organization. The purpose of this paper is to motivate staff/units to improve the process performance and meet the standards in a competitive approach among business units.

Design/methodology/approach

The research method was conducted at Cirrus Ltd, which is a cloud computing service provider where a focus group consists of six IT professionals/managers. The objective of the focus group was to investigate the proposed technique by selecting the best practices relevant criteria, with the relevant sub-criteria as a benchmarking performance tool to measure PPP via an analytic hierarchy processing (AHP) approach. The standard pairwise comparative AHP scale was used to measure the performance of three different teams defined as production team, user acceptance testing team and the development team.

Findings

Based on best practice performance measurement (reviewed in this paper) of cloud computing, the proposed AHP model was implemented in a local medium-sized cloud service provider named “Cirrus” with their single site data center. The actual criteria relevant to Cirrus was an adaptation of the “Best practice” described in the literature. The main reason for the adaptation of criteria was that the principle of PPP assumes multiple departments/datacenters located in a different geographical area in large service providers. As Cirrus is a type of SMEs, the adaptation of performance measurement was based on teams within the same data center location. Irrelevant of this adaptation, the objective of measuring vendors KPI using the AHP technique as a specific output of PPP is also a valid situation.

Practical implications

This study provides guidance for achieving cloud computing performance measurement using the AHP technique. Hence, the proposed technique is an integrated model to measure the PPP under monitored cloud environment.

Originality/value

The proposed technique measures and manages the performance of cloud service providers that also implicitly act as a catalyst to attain trust in such high information-sensitive environment leading to organizational effectiveness of managing cloud organizations.

Citation

Kouatli, I. (2019), "People-process-performance benchmarking technique in cloud computing environment: An AHP approach", International Journal of Productivity and Performance Management, Vol. 69 No. 9, pp. 1955-1972. https://doi.org/10.1108/IJPPM-04-2017-0083