Authors:
- 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
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Table of contents (11 chapters)
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Front Matter
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Back Matter
About this book
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).
Authors and Affiliations
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Northeastern University, Boston, USA
H. David Sherman
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Worcester Polytechnic Institute, Worcester, USA
Joe Zhu
Bibliographic Information
Book Title: Service Productivity Management
Book Subtitle: Improving Service Performance using Data Envelopment Analysis (DEA)
Authors: H. David Sherman, Joe Zhu
DOI: https://doi.org/10.1007/0-387-33231-6
Publisher: Springer New York, NY
eBook Packages: Business and Economics, Business and Management (R0)
Copyright Information: Springer-Verlag US 2006
Hardcover ISBN: 978-0-387-33211-6Published: 29 June 2006
Softcover ISBN: 978-1-4614-9805-6Published: 20 November 2014
eBook ISBN: 978-0-387-33231-4Published: 10 September 2006
Edition Number: 1
Number of Pages: XXII, 328
Topics: Operations Research/Decision Theory, Management, Econometrics, Engineering Economics, Organization, Logistics, Marketing, Industrial and Production Engineering, Business and Management, general