Service Productivity Management: Improving Service Performance Using Data Envelopment Analysis Dea - Couverture rigide

Sherman, H. David; Zhu, Joe

Couverture rigide

ISBN 10 : 0387332111 ISBN 13 : 9780387332116

Editeur : Springer-Verlag New York Inc., 2006

Synopsis

The book is an in-depth guide to using the most powerful available benchmarking technique to improve service organization performance: Data Envelopment Analysis (DEA). It outlines the use of DEA as a benchmarking technique. It identifies high costs service units. 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. 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. Step-by-step guidance is provided to enable any reader to apply DEA and the Excel software to their organization with a ready-to-use DEA software CD for Microsoft Excel Add-in to run DEA analyses on any set of organizations of interest.

Détails de l'édition

• Éditeur: Springer-Verlag New York Inc.
• Date d'édition: 2006
• ISBN 10: 0387332111
• ISBN 13: 9780387332116
• Reliure: Relié
• Langue: anglais
• Nombre de pages: 328