000			05076nam a22005895i 4500
001			978-0-387-33231-4
003			DE-He213
005			20161121230856.0
007			cr nn 008mamaa
008			100301s2006 xxu| s |||| 0|eng d
020			_a9780387332314 _9978-0-387-33231-4
024	7		_a10.1007/0-387-33231-6 _2doi
050		4	_aHD30.23
072		7	_aKJT _2bicssc
072		7	_aKJMD _2bicssc
072		7	_aBUS049000 _2bisacsh
082	0	4	_a658.40301 _223
100	1		_aSherman, H. David. _eauthor.
245	1	0	_aService Productivity Management _h[electronic resource] : _bImproving Service Performance using Data Envelopment Analysis (DEA) / _cby H. David Sherman, Joe Zhu.
264		1	_aBoston, MA : _bSpringer US, _c2006.
300			_aXXII, 328 p. _bonline resource.
336			_atext _btxt _2rdacontent
337			_acomputer _bc _2rdamedia
338			_aonline resource _bcr _2rdacarrier
347			_atext file _bPDF _2rda
505	0		_aManagement 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.
520			_aThe service economy is now the largest portion of the industrialized world's economic activity. This development has dramatically raised the importance of maximizing productivity excellence in service organizations. The need for productivity excellence has led service organization managers to use benchmarking techniques to identify and adopt best practices in their organizations. Benchmarking has enabled service organizations to continuously improve by allowing service units to learn from methods that prove the most efficient and effective. 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? 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. . 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. 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. DEAFrontier is a Microsoft® Excel Add-in designed to run DEA analyses on any set of organizations of interest to the reader. For a free trial version of the DEAFrontier software, please visit www.deafrontier.com.
650		0	_aBusiness.
650		0	_aManagement science.
650		0	_aManagement.
650		0	_aOperations research.
650		0	_aDecision making.
650		0	_aIndustrial engineering.
650		0	_aProduction engineering.
650		0	_aEngineering economics.
650		0	_aEngineering economy.
650		0	_aEconometrics.
650	1	4	_aBusiness and Management.
650	2	4	_aOperation Research/Decision Theory.
650	2	4	_aManagement.
650	2	4	_aEconometrics.
650	2	4	_aEngineering Economics, Organization, Logistics, Marketing.
650	2	4	_aIndustrial and Production Engineering.
650	2	4	_aBusiness and Management, general.
700	1		_aZhu, Joe. _eauthor.
710	2		_aSpringerLink (Online service)
773	0		_tSpringer eBooks
776	0	8	_iPrinted edition: _z9780387332116
856	4	0	_uhttp://dx.doi.org/10.1007/0-387-33231-6
912			_aZDB-2-SBE
950			_aBusiness and Economics (Springer-11643)
999			_c505248 _d505248