Service Productivity Management: Improving Service Performance using Data Envelopment Analysis (DEA) / Edition 1

by H. David Sherman, Joe Zhu

Overview

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).

Product Details

ISBN-13:	9780387332116
Publisher:	Springer US
Publication date:	06/29/2006
Edition description:	2006
Pages:	328
Product dimensions:	6.10(w) x 9.25(h) x 0.03(d)

Table of Contents

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.