Managing Service Productivity: Using Frontier Efficiency Methodologies and Multicriteria Decision Making for Improving Service Performance

✍ Scribed by Ali Emrouznejad, Emilyn Cabanda (eds.)

Publisher: Springer-Verlag Berlin Heidelberg
Year: 2014
Tongue: English
Leaves: 405
Series: International Series in Operations Research & Management Science 215
Edition: 1
Category: Library

No coin nor oath required. For personal study only.

✦ Synopsis

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.

✦ Table of Contents

Front Matter....Pages i-xviii
Managing Service Productivity Using Data Envelopment Analysis....Pages 1-17
Development of Assessment Model for Research Efficiency of Universities....Pages 19-36
Incorporating Intra- and Inter-Input/Output Weight Restrictions in Piecewise Linear DEA: An Application to the Assessment of the Research Activity in Higher Education....Pages 37-54
Estimating the Efficiency of Healthcare Facilities Providing HIV/AIDS Treatment in Zambia: A Data Envelopment Approach....Pages 55-65
Benchmarking in Healthcare: An Approach Based on Closest Targets....Pages 67-91
Service Enterprise Productivity in Action (SEPIA)....Pages 93-114
Using Data Envelopment Analysis to Measure Good Governance....Pages 115-126
Measuring the Performance of Service Organizations and the Effects of Downsizing on Performance: Evidence from the Greek Citizen Service Centers....Pages 127-154
Measuring Efficiency of Courts: An Assessment of Brazilian Courts Productivity....Pages 155-165
Cost Efficiency and Market Power: A Test of Quiet Life and Related Hypotheses in Indonesian Banking Industry....Pages 167-190
Internal Structure of Service Organization: From Multi-activity Financial Institutions to Network Structure Hotels....Pages 191-212
Application of DEA in the Electricity Sector: The Case of Meralco Distribution Sectors....Pages 213-225
Improving Energy Efficiency Using Data Envelopment Analysis: A Case of Walnut Production....Pages 227-240
Service Productivity in IT: A Network Efficiency Measure with Application to Communication Systems....Pages 241-261
Efficiency of Software Development Projects: A Case Study on an Information Technology Company in India....Pages 263-285
Protocol for Comprehensive Efficiency Analysis of Multi-Service Metropolitan Transit Agency Operators....Pages 287-314
Measuring the Sustainability of Air Navigation Services....Pages 315-334
Measuring and Managing the Productivity of U.S. Public Transit Systems: An Unoriented Network DEA....Pages 335-369
Using DEA to Improve the Efficiency of Pupil Transportation....Pages 371-394

✦ Subjects

Operation Research/Decision Theory; Operations Research, Management Science; Production/Logistics/Supply Chain Management

📜 SIMILAR VOLUMES

Service Productivity Management: Improvi

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

✍ H. David Sherman, Joe Zhu (auth.) 📂 Library 📅 2006 🏛 Springer US 🌐 English

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

Service Productivity Management: Improvi

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

✍ H. David Sherman, Joe Zhu 📂 Library 📅 2006 🏛 Springer 🌐 English

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 un

Multicriteria Methodology for Decision A

📁 Multicriteria Methodology for Decision Aiding

✍ Bernard Roy (auth.) 📂 Library 📅 1996 🏛 Springer US 🌐 English

axiomatic results should be at the heart of such a science. Through them, we should be able to enlighten and scientifically assist decision-making processes especially by: - making that wh ich is objective stand out more c1early from that which is less objective; - separating robust from fragile

Smart Technologies for Improved Performa

📁 Smart Technologies for Improved Performance of Manufacturing Systems and Services (Advances in Intelligent Decision-Making, Systems Engineering, and Project Management)

✍ Bikash Chandra Behera (editor), Bikash Ranjan Moharana (editor), Kamalakanta Mud 📂 Library 📅 2023 🏛 CRC Press 🌐 English

This book discusses smart technologies and their influence in the field of manufacturing and industrial systems engineering, in the context of performability enhancement, and explores the development of the workforce for the execution of such smart and advanced technologies. <

Practices and Tools for Servitization: M

📁 Practices and Tools for Servitization: Managing Service Transition

✍ Marko Kohtamäki; Tim Baines; Rodrigo Rabetino; Ali Z. Bigdeli 📂 Library 📅 2018 🏛 Springer 🌐 English

This edited book intends to provide knowledge on tools and practices of servitization to facilitate the formulation and implementation of servitization-based strategies, service infusion and manufacturing service transition globally. Including 22 practically relevant contributions, this book aims to

Analysis and Management of Productivity

📁 Analysis and Management of Productivity and Efficiency in Production Systems for Goods and Services

✍ Fabio Sartori Piran (Author); Daniel Pacheco Lacerda (Author); Luis Felipe Riehs 📂 Library 📅 2020 🏛 CRC Press

In companies that produce goods and services, productivity and efficiency improvements are a constant challenge. This book reviews the differences between productivity and efficiency. It proposes a new method and makes available a computational tool for implementation that contributes to facilita