Service Productivity Management

Improving Service Performance Using Data Envelopment Analysis (DEA)
2006. Auflage 2006
ISBN: 978-0-387-33211-6
Verlag: Springer Us

Buch, Englisch, 328 Seiten, Buch mit CD-ROM, Format (B × H): 165 mm x 247 mm, Gewicht: 1480 g

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).

Zielgruppe

Professional/practitioner

Autoren/Hrsg.

Sherman, H David

Zhu, Joe

Fachgebiete

• Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Wirtschaftssektoren & Branchen: Allgemeines
• Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Handwerk
• Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Sonstige Wirtschaftssektoren & Branchen

Inhaltsverzeichnis

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.