Service Productivity Management, 2006 Improving Service Performance using Data Envelopment Analysis (DEA)

Management of Service Organization Productivity.- Data Envelopment Analysis Explained.- DEA Concepts for Managers.- 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.

The book provides the roadmap for managers to understanding DEA. It demonstrates how these methods can be used to improve productivity and how to evaluate its value to an organization. Finally, the book applies and analyzes the results to identify specific ways to improve organizational performance and profitability. One manager who recognized that the realized benefits of DEA benchmarking were so substantial he described these methods as "benchmarking on steroids!" Users have acknowledged the benefits of DEA in news articles, journals, and professional publications. The productivity methods in the book have been applied in actual cases to government service operations, with the result of streamlining government costs by identifying ways to provide the same service levels and reduce operating costs where excesses are exposed and best performance is demonstrated. Similarly, in healthcare, new insights about managing hospital costs, nursing home costs, and physician practice pattern costs have been realized by these techniques. Throughout the book step-by-step guidance is provided to enable any reader to apply DEA with Excel to their organization. Includes supplementary material: sn.pub/extras