Service Productivity Management, 2006
Improving Service Performance using Data Envelopment Analysis (DEA)

Language: English

116.04 €

In Print (Delivery period: 15 days).

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Service Productivity Management
Publication date:
328 p. · 15.5x23.5 cm · Paperback

Approximative price 157.20 €

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Service productivity management: improving service performance using data envelopment analysis (dea)
Publication date:
332 p. · Hardback

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).

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.
The book provides the 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. One manager who recognized that the realized benefits of DEA benchmarking were so substantial he described these methods as "benchmarking on steroids!" Users have acknowledged the benefits of DEA in news articles, journals, and professional publications. The productivity methods in the book have been applied in actual cases to government service operations, with the result of streamlining government costs by identifying ways to provide the same service levels and reduce operating costs where excesses are exposed and best performance is demonstrated. Similarly, in healthcare, new insights about managing hospital costs, nursing home costs, and physician practice pattern costs have been realized by these techniques. Throughout the book step-by-step guidance is provided to enable any reader to apply DEA with Excel to their organization. Includes supplementary material: sn.pub/extras