2014, XVIII, 394 p. 71 illus., 38 illus. in color.
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Presents recent developments in service productivity
Collects various applications in service productivity all in one book
Presents useful applications in a variety of industries, both for researchers and practitioners
A free trial version of Data Envelopment Analysis Software is available for the Readers of the book
This volume describes how frontier efficiency methodologies such as Data Envelopment Analysis (DEA) and other techniques such as multi-criteria decision making can help service industries to improve their performance by providing a ranking of best-practice efficient service units and by identifying sources of inefficiency for each service unit. It explains how they can be used to determine potential improvement targets for each of the inefficient service units, to identify peers for each service organization and to provide a basis for continuous performance improvement. Presenting applications in a variety of industries, this book will be useful for the service management to improve service productivity, profitability, sustainability, and quality and effectiveness of service deliveries. A free trial version of the World’s leading Data Envelopment Analysis Software (PIM-DEA) is available for readers of this book.
Content Level »Research
Keywords »DEA - Data Envelopment Analysis - Decision Making - MCDM - Performance Measurement - Service Management