Managing Service Productivity

Managing Service Productivity

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This volume describes how frontier efficiency methodologies such as Data Envelopment Analysis (DEA) and other techniques such as multi-criteria decision making can help service industries to improve their performance by providing a ranking of best-practice efficient service units and by identifying sources of inefficiency for each service unit. It explains how they can be used to determine potential improvement targets for each of the inefficient service units, to identify peers for each service organization and to provide a basis for continuous performance improvement. Presenting applications in a variety of industries, this book will be useful for the service management to improve service productivity, profitability, sustainability, and quality and effectiveness of service deliveries. A free trial version of the World's leading Data Envelopment Analysis Software (PIM-DEA) is available for readers of this book.Using Frontier Efficiency Methodologies and Multicriteria Decision Making for Improving Service Performance Ali Emrouznejad, ... The performance measures, i.e. the output comprised of customer satisfaction index, schedule performance, budget ... Jiang and Naude I (2007) studied the variations in software development productivity by analyzing 4, 106 projects from ... They held that since larger size projects are expected to include large team size and vice versa, they used softwareanbsp;...

Title:Managing Service Productivity
Author:Ali Emrouznejad, Emilyn Cabanda
Publisher:Springer - 2014-07-31


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