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

by H. David Sherman, Joe Zhu

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.

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Year of publication:	2006
Other Persons:	Sherman, H. David (contributor) ; Zhu, Joe (contributor)
Publisher:	Boston, MA : Springer Science+Business Media, LLC
Subject:	Dienstleistungssektor \| Service industry \| Unternehmenserfolg \| Firm performance \| Produktivität \| Productivity \| Benchmarking \| Data-Envelopment-Analyse \| Data envelopment analysis \| Dienstleistung \| Management \| Datenanalyse
Description of contents:	Table of Contents [gbv.de] ; Description [swbplus.bsz-bw.de] ; Description [swbplus.bsz-bw.de] ; Description [swbplus.bsz-bw.de]