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

Sherman, H. David; Zhu, Joe

Couverture souple

ISBN 10 : 1461498058 ISBN 13 : 9781461498056

Editeur : Springer, 2014

Synopsis

Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance — Data Envelopment Analysis (DEA). 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 service at low cost and most important, it guides the improvement process.

A propos du livre

À propos de l'auteur

Joseph C. Paradi is Professor Emeritus and Chair holder of the Chair in Information Engineering, Department of Chemical Engineering and Applied Chemistry at the University of Toronto. Additionally, he is the Director, Center for Management of Technology and Entrepreneurship at the University. He earned his B.Sc., M.Sc., and Ph.D. degrees in Chemical Engineering at the University of Toronto. His research interests focus on the Financial Services Industry and its technology needs; applying DEA to financial services; and eCommerce. H. David Sherman is a full professor in the College of Business Administration at Northeastern University, Boston. He teaches accounting and control courses in Executive MBA, High Technology MBA, graduate, and undergraduate programs. His research interests include service business productivity and DEA; Mergers and Acquisition performance measurement; entrepreneurship and governance in publiclytraded Chinese businesses; and financing and managing new ventures. He is author or co-author of ten books (one with Springer). Fai Keung Tam earned his Engineering Degree at the University of New Brunswick before completing his Ph.D. at the University of Toronto in Industrial Engineering. After graduation, he worked in the banking industry with the securities arm of a large Canadian bank. He had roles in risk management, trading, and quantitative analysis for the bank in London, England, and Chicago.

À propos de la quatrième de couverture

The service economy is now the largest portion of the industrialized world's economic activity. This development has dramatically raised the importance of maximizing productivity excellence in service organizations. The need for productivity excellence has led service organization managers to use benchmarking techniques to identify and adopt best practices in their organizations. Benchmarking has enabled service organizations to continuously improve by allowing service units to learn from methods that prove the most efficient and effective.
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 managed-care organizations manage the quality and cost of hundreds of physicians providing health services to millions of plan members? What methods would enable a government to ensure that the multiple offices serving citizens across a country are operating at low cost while meeting the required service quality? Each of these service settings are examples of the many service providers that deliver a complex set of services to a widely diversified set of customers. .
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). The underlying concepts that drive DEA and enable it to increase productivity and profitability of service organizations are explained in non-technical language. It describes how DEA: (1) Identifies best practice service units; (2) Exposes high cost inefficient service units; (3) Identifies specific changes to each service unit to elevate performance to the best practice level that provides high quality service at low cost; and most important, (4) Guides the improvement process. 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. DEAFrontier is a Microsoft® Excel Add-in designed to run DEA analyses on any set of organizations of interest to the reader. For a free trial version of the DEAFrontier software, please visit www.deafrontier.com

Détails de l'édition

• Éditeur: Springer
• Date d'édition: 2014
• Langue: anglais
• ISBN 10: 1461498058
• ISBN 13: 9781461498056
• Reliure: Broché
• Nombre de pages: 328
• Coordonnées du fabricant: Springer Nature Customer Service Center GmbH; ProductSafety@springernature.com; ; Europaplatz 3; Heidelberg; 69115; Allemagne