Service Productivity Management: Improving Service Performance using Data Envelopment Analysis (DEA)
Author:   H. David Sherman ,  Joe Zhu
Publisher:   Springer-Verlag New York Inc.
Edition:   2006 ed.
ISBN:  

9781461498056


Pages:   328
Publication Date:   20 November 2014
Format:   Paperback
Availability:   Manufactured on demand   Availability explained
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Service Productivity Management: Improving Service Performance using Data Envelopment Analysis (DEA)


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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).

Full Product Details

Author:   H. David Sherman ,  Joe Zhu
Publisher:   Springer-Verlag New York Inc.
Imprint:   Springer-Verlag New York Inc.
Edition:   2006 ed.
Dimensions:   Width: 15.50cm , Height: 1.90cm , Length: 23.50cm
Weight:   0.539kg
ISBN:  

9781461498056


ISBN 10:   1461498058
Pages:   328
Publication Date:   20 November 2014
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   Manufactured on demand   Availability explained
We will order this item for you from a manufactured on demand supplier.

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.

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