Service productivity management : improving service performance using data envelopment analysis (DEA) /
"Service Productivity Management systematically explores complex service issues and suggests the most appropriate methods to improve service productivity, quality, and profitability. The book provides insights and methods to answer questions on a range of productivity issues: How do you manage...
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| Format: | Knjiga |
| Jezik: | English |
| Izdano: |
New York :
Springer,
[2006]
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| Teme: |
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| 020 | |a 0387332111 |q (hardback w. CD-ROM ; |q alk. paper) | ||
| 020 | |a 9780387332314 |q (e-book) | ||
| 020 | |a 0387332316 |q (e-book) | ||
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| 100 | 1 | |a Sherman, H. David, |e author. | |
| 245 | 1 | 0 | |a Service productivity management : |b improving service performance using data envelopment analysis (DEA) / |c H. David Sherman, Joe Zhu. |
| 264 | 1 | |a New York : |b Springer, |c [2006] | |
| 264 | 4 | |c ©2006 | |
| 300 | |a xxii, 328 pages : |b illustrations ; |c 24 cm + |e 1 CD-ROM (4 3/4 in.) | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a unmediated |b n |2 rdamedia | ||
| 338 | |a volume |b nc |2 rdacarrier | ||
| 500 | |a "Includes DEAFrontier software." | ||
| 504 | |a Includes bibliographical references (pages 309-318) and index. | ||
| 505 | 0 | |a 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. | |
| 520 | 1 | |a "Service Productivity Management systematically explores complex service issues and suggests the most appropriate methods to improve service productivity, quality, and profitability. The book 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? | |
| 520 | 8 | |a 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." | |
| 520 | 8 | |a "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). The underlying concepts that drive DEA and enable it to increase productivity and profitability of service organizations are explained in non-technical language. It describes how DEA: (1) Identifies best practice service units; (2) Exposes high cost inefficient service units; (3) Identifies specific changes to each service unit to elevate performance to the best practice level that provides high quality service at low cost; and most important, (4) Guides the improvement process. | |
| 520 | 8 | |a Use of basic and advanced DEA methods are all supported by case-study applications of organizations that have successfully improved their performance. The techniques discussed in the book are accessible to all managers with access to Microsoft Excel spreadsheet software (Excel). The book provides step-by-step guidance to enable the reader to apply DEA and Excel software to their organization. Packaged with the book is a ready-to-use DEA software CD that includes the DEAFrontier software. DEAFrontier is a Microsoft Excel Add-in designed to run DEA analyses on any set of organizations of interest to the reader."--Jacket. | |
| 650 | 0 | |a Service industries |x Labor productivity. | |
| 650 | 0 | |a Data envelopment analysis. | |
| 650 | 0 | |a Industrial productivity. | |
| 650 | 0 | |a Service industries |x Management. | |
| 700 | 1 | |a Zhu, Joe, |d 1968- | |
| 776 | 0 | 8 | |i Online version: |a Sherman, H. David. |t Service productivity management. |d New York : Springer, ©2006 |w (OCoLC)752398899 |
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