The book provides step-by-step guidance to enable the reader to apply DEA and Excel software to their organization. The techniques discussed in the book are accessible to all managers with access to Microsoft Excel spreadsheet software (Excel). Use of basic and advanced DEA methods are all supported by case-study applications of organizations that have successfully improved their performance. 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. The underlying concepts that drive DEA and enable it to increase productivity and profitability of service organizations are explained in non-technical language. Summary: "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).
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