H. David Sherman & Joe Zhu 
Service Productivity Management 
Improving Service Performance using Data Envelopment Analysis (DEA)

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). (1) It outlines the use of DEA as a benchmarking technique. (2) It identifies high costs service units. (3) It isolates specific changes to each service unit to elevate their performance to the best practice services level providing high quality service at low cost. (4) And most important, it guides the improvement process. The discussion and methods are all supported by case-study applications to organizations that have sought and have successfully improved its performance. The techniques discussed in the book are accessible to any and all managers with access to Microsoft® Excel spreadsheet software (Excel).

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