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Service productivity management : improving service performance using data envelopment analysis (DEA)

Author: H David Sherman; Joe Zhu
Publisher: New York : Springer, ©2006.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:
"Service Productivity Management systematically explores complex service issues and suggests the most appropriate methods to improve service productivity, quality, and profitability. The book provides insights and methods to answer questions on a range of productivity issues: How do you manage profitability of a network of hundreds or thousands of branch offices disbursed over several states and countries? How can
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Additional Physical Format: Online version:
Sherman, H. David.
Service productivity management.
New York : Springer, ©2006
(OCoLC)752398899
Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: H David Sherman; Joe Zhu
ISBN: 9780387332116 0387332111 9780387332314 0387332316
OCLC Number: 71222422
Notes: "Includes DEAFrontier software."
Description: xxii, 328 pages : illustrations ; 24 cm + 1 CD-ROM (4 3/4 in.)
Contents: Management of service organization productivity --
Data envelopment analysis explained --
DEA concepts for managers: applying and managing productivity with DEA --
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.
Responsibility: H. David Sherman, Joe Zhu.
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Abstract:

The book outlines DEA as a benchmarking technique, identifies high cost service units, isolates specific changes for elevating performance to the best practice services level providing high quality  Read more...

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   schema:description "Use of basic and advanced DEA methods are all supported by case-study applications of organizations that have successfully improved their performance. The techniques discussed in the book are accessible to all managers with access to Microsoft Excel spreadsheet software (Excel). The book provides step-by-step guidance to enable the reader to apply DEA and Excel software to their organization. Packaged with the book is a ready-to-use DEA software CD that includes the DEAFrontier software. DEAFrontier is a Microsoft Excel Add-in designed to run DEA analyses on any set of organizations of interest to the reader."--Jacket."@en ;
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