H. D. Sherman, Joe Zhu

Service Productivity Management

Improving Service Performance Using Data Envelopment Analysis (DEA)

• Gebundenes Buch

Produktbeschreibung

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.

---

Hinweis: Dieser Artikel kann nur an eine deutsche Lieferadresse ausgeliefert werden.

Produktdetails

• Verlag: Springer, Berlin
• Artikelnr. des Verlages: 11052678
• 2006 edition
• Seitenzahl: 352
• Erscheinungstermin: 1. Juni 2006
• Englisch
• Abmessung: 247mm x 165mm x 27mm
• Gewicht: 740g
• ISBN-13: 9780387332116
• ISBN-10: 0387332111
• Artikelnr.: 20854100

Autorenporträt

JOE ZHU is Associate Professor of Operations in the Department of Management at Worcester Polytechnic Institute. Zhu received his PhD in industrial engineering and operations research from the University of Massachusetts Amherst. Zhu has published two books focusing on performance evaluation using Data Envelopment Analysis and has developed the DEAFrontier software. An associate editor of the Omega journal, he is an expert in methods of performance measurement. Dr. Zhu has published over forty refereed papers in journals such as Management Science, Operations Research, IIE Transactions, and the Journal of Operational Research Society.

Inhaltsangabe

Foreword.- Preface.- Management of service organization productivity.- Data envelopment analysis explained.- DEA concepts for managers: Applying and managing productivity with DEA.- Solving DEA using DEAFrontier software.- DEA model extensions.- Managing bank productivity.- Quality-adjusted DEA (Q-DEA).- Applying DEA to health care organizations.- Government productivity management.- Multidimensional quality of life measure.- Hedge fund performance evaluation.- References.- Index.- About the authors.- About the CD-DOM.