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

Provides insights and methods to answer questions on a range of productivity issues: How do you manage profitability of a network of hundreds or thousands of branch offices disbursed over several states and countries? How can managed-care organizations manage the quality and cost of hundreds of physicians providing health services to millions of plan members? What methods would enable a government to ensure that the multiple offices serving citizens across a country are operating at low cost while meeting the required service quality? Each of these service settings are examples of the many service providers that deliver a complex set of services to a widely diversified set of customers.Service Productivity Management is an in-depth guide to using the most powerful available benchmarking technique to improve service organization performance — Data Envelopment Analysis (DEA).