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).
Edition
Language
Place of publication
Target group
Professional and scholarly
Professional/practitioner
Illustrations
Dimensions
Height: 235 mm
Width: 155 mm
Thickness: 20 mm
Weight
ISBN-13
978-1-4614-9805-6 (9781461498056)
DOI
Schweitzer Classification
Joseph C. Paradi is Professor Emeritus and Chair holder of the Chair in Information Engineering, Department of Chemical Engineering and Applied Chemistry at the University of Toronto. Additionally, he is the Director, Center for Management of Technology and Entrepreneurship at the University. He earned his B.Sc., M.Sc., and Ph.D. degrees in Chemical Engineering at the University of Toronto. His research interests focus on the Financial Services Industry and its technology needs; applying DEA to financial services; and eCommerce.
H. David Sherman is a full professor in the College of Business Administration at Northeastern University, Boston. He teaches accounting and control courses in Executive MBA, High Technology MBA, graduate, and undergraduate programs. His research interests include service business productivity and DEA; Mergers and Acquisition performance measurement; entrepreneurship and governance in publiclytraded Chinese businesses; and financing and managing new ventures. He is author or co-author of ten books (one with Springer).
Fai Keung Tam earned his Engineering Degree at the University of New Brunswick before completing his Ph.D. at the University of Toronto in Industrial Engineering. After graduation, he worked in the banking industry with the securities arm of a large Canadian bank. He had roles in risk management, trading, and quantitative analysis for the bank in London, England, and Chicago.
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.
