This research employs a non-parametric, fractional, linear programming method, Data Envelopment Analysis to examine the Customer Service Representative resource allocation efficiency of a major Canadian bank’s model. Two DEA models are proposed, (1) to evaluate the Bank’s national branch...

Of great importance to management, the computation of trade-offs presents particular difficulties within DEA since the piecewise linear nature of the envelopment surfaces does not allow for unique derivatives at every point. We present a comprehensive framework for analyzing marginal rates, and...