H. David Sherman, Joe Zhu

Service Productivity Management

Improving Service Performance using Data Envelopment Analysis (DEA)

• Broschiertes Buch

Produktbeschreibung

Service Productivity Management is an in-depth guide to using the most powerful available benchmarking technique to improve service organization performance - Data Envelopment Analysis (DEA). (1) It outlines the use of DEA as a benchmarking technique. (2) It identifies high costs service units. (3) It isolates specific changes to each service unit to elevate their performance to the best practice services level providing high quality service at low cost. (4) And most important, it guides the improvement process. The discussion and methods are all supported by case-study applications to organizations that have sought and have successfully improved its performance. The techniques discussed in the book are accessible to any and all managers with access to Microsoft® Excel spreadsheet software (Excel).

Produktdetails

• Verlag: Springer / Springer US / Springer, Berlin
• Artikelnr. des Verlages: 978-1-4614-9805-6
• 2006
• Seitenzahl: 352
• Erscheinungstermin: 20. November 2014
• Englisch
• Abmessung: 235mm x 155mm x 20mm
• Gewicht: 539g
• ISBN-13: 9781461498056
• ISBN-10: 1461498058
• Artikelnr.: 41855602

Autorenporträt

Service Productivity Management is an in-depth guide to using the most powerful available benchmarking technique for improving service organization performance Data Envelopment Analysis (DEA). Throughout the book step-by-step guidance is provided to enable any reader to apply DEA with Excel to their organization. The book provides a roadmap for managers to understanding DEA. It demonstrates how these methods can be used to improve productivity and how to evaluate its value to an organization. Finally, the book applies and analyzes the results to identify specific ways to improve organizational performance and profitability.

Inhaltsangabe

Management of Service Organization Productivity.- Data Envelopment Analysis Explained.- DEA Concepts for Managers.- Solving DEA Using DEAFrontier Software.- DEA Model - Extensions.- Managing Bank Productivity.- Quality-Adjusted DEA (Q-DEA).- Applying DEA to Health Care Organizations.- Government Productivity Management.- Multidimensional Quality-of-Life Measure.- Hedge Fund Performance Evaluation.