How does a retail bank innovate? Traditional innovation literature would suggest that organizations innovate by getting new and/or improved products to market. However, in a service, the product is the process. Thus, innovation in banking lies more in process and organizational changes than in...

Data Envelopment Analysis (D.E.A.) has been widely studied in the literature since its inception in 1978. The methodology behind the classical D.E.A., the oriented method, is to hold inputs (outputs) constant and to determine how much of an improvement in the output (input) dimensions is...

This paper presents a methodology that determines the role of design in calculating the efficiency of service delivery processes. The efficiency of these processes is determined by using a variation of frontier estimation (DEA-like) techniques. The methodology is then applied to a particular...

This paper presents a methodology which determines the role of design in calculating the efficiency of service delivery processes. The efficiency of these processes is determined by using a variation of frontier estimation (DEA-like) techniques. The methodology is then applied to a particular...