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

H. David Sherman,Joe Zhu

Service Productivity Management: Improving Service Performance using Data Envelopment Analysis (DEA)
Format
Mixed media product
Publisher
Springer-Verlag New York Inc.
Country
United States
Published
29 June 2006
Pages
328
ISBN
9780387332116

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

H. David Sherman,Joe Zhu

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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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