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). It outlines the use of DEA as a benchmarking technique. It identifies high costs service units. 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. 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). Step-by-step guidance is provided to enable any reader to apply DEA and the Excel software to their organization with a ready-to-use DEA software CD for Microsoft Excel Add-in to run DEA analyses on any set of organizations of interest.

This book presents the methodology and applications of Data Envelopment Analysis (DEA) in measuring productivity, efficiency and effectiveness in Financial Services firms such as banks, bank branches, stock markets, pension funds, mutual funds, insurance firms, credit unions, risk tolerance, and corporate failure prediction. Financial service DEA research includes banking; insurance businesses; hedge, pension and mutual funds; and credit unions. Significant business transactions among financial service organizations such as bank mergers and acquisitions and valuation of IPOs have also been the focus of DEA research. The book looks at the range of DEA uses for financial services by presenting prior studies, examining the current capabilities reflected in the most recent research, and projecting future new uses of DEA in finance related applications.

Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance - Data Envelopment Analysis (DEA). The book outlines DEA as a benchmarking technique, identifies high cost service units, isolates specific changes for elevating performance to the best practice services level providing high quality service at low cost and most important, it guides the improvement process.