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...

The purpose of this paper is to introduce the concept of worst practice DEA, which aims at identifying worst performers by placing them on the frontier. This is particularly relevant for our application to credit risk evaluation, but this also has general relevance since the worst performers are...