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

Published: Jun 29, 2006
Abstract
This book guides managers and other readers in the use of DBA as a benchmarking technique to 1) identify high cost service units, 2) identify specific changes to each service unit to elevate their performance to the best practice services level providing high quality service at low cost, and 3) guide the improvement process. Bvery XX Preface assertion and method described herein is supported by an application to an organization that sought...
Paper Details
Title
Service Productivity Management : Improving Service Performance using Data Envelopment Analysis (DEA)
Published Date
Jun 29, 2006
Journal
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