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

Sherman, H. David, Zhu, Joe

ISBN 10: 1461498058 / ISBN 13: 9781461498056

Edité par Springer, 2014

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Like New. N° de réf. du vendeur ERICA77314614980586

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Titre : Service Productivity Management: Improving ...

Éditeur : Springer

Date d'édition : 2014

Reliure : Paperback

Etat : Like New

Type de livre : book

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Synopsis :

Service Productivity Management is an in-depth guide to using the most powerful available benchmarking technique for improving service organization performance – Data Envelopment Analysis (DEA). Throughout the book step-by-step guidance is provided to enable any reader to apply DEA with Excel to their organization. The book provides a 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.