nach oben

Erschienen in:

2014 | OriginalPaper | Buchkapitel

Managing Service Productivity Using Data Envelopment Analysis

verfasst von : Ali Emrouznejad, Emilyn Cabanda

Erschienen in: Managing Service Productivity

Verlag: Springer Berlin Heidelberg

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

This chapter provides the theoretical foundation and background on data envelopment analysis (DEA) method. We first introduce the basic DEA models. The balance of this chapter focuses on evidences showing DEA has been extensively applied for measuring efficiency and productivity of services including financial services (banking, insurance, securities, and fund management), professional services, health services, education services, environmental and public services, energy services, logistics, tourism, information technology, telecommunications, transport, distribution, audio-visual, media, entertainment, cultural and other business services. Finally, we provide information on the use of Performance Improvement Management Software (PIM-DEA). A free limited version of this software and downloading procedure is also included in this chapter.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Nächstes Kapitel Development of Assessment Model for Research Efficiency of Universities

For latest information please see: http://www.DEAsoftware.co.uk

(a) The evaluation period is for limited time only, (b) PIM Ltd has also provided a discount code for readers of this book, so at any time up to the end of your evaluation period you will have an option to upgrade to full version without any time limitation with a 10 % discount, please see terms and condition at http://www.deasoftware.co.uk/MSP-book, (c) The discount code will be send to your email once you registered to download the trial version. (d) PIM Ltd reserves to withdraw this offer at any time and without notice.

Adler, N., & Golany, B. (2001). Evaluation of the deregulated airlines network using data envelopment analysis combined with principal component analysis with an application to Western Europe. European Journal of Operational Research, 132, 260–273.CrossRef

Ariff, M., Cabanda, E., & Sathye, M. (2009). Privatization and performance: Evidence from telecommunications sector. Journal of the Operational Research Society, 60, 1315–1321.CrossRef

Aubert, C., & Reynaud, A. (2005). The impact of regulation on cost efficiency: An empirical analysis of Wisconsin water utilities. Journal of Productivity Analysis, 23, 383–409.CrossRef

Banker, R. D., Chang, H., & Kao, Y. (2002). Impact of information technology on public accounting firm productivity. Journal of Information Systems, 16(2), 209–222.CrossRef

Banker, R. D., Charnes, A., & Cooper, W. W. (1984). Some models for estimating technical and scale inefficiencies in data envelopment analysis. Management Science, 30, 1078–1092.CrossRef

Barr, R., Kiligo, K., Siems, F., & Zimmel, S. (2002). Evaluating the productive efficiency and performance of U.S. commercial banks. Managerial Finance, 28(8), 3–25.CrossRef

Bergendahl, G., & Lindblom, T. (2008). Evaluating the performance of Swedish savings banks according to service efficiency. European Journal of Operational Research, 185, 663–1673.CrossRef

Berger, A., & Humphrey, D. (1997). Efficiency of financial institutions: International survey and directions for future research. European Journal of Operational Research, 98, 175–212.CrossRef

Biorn, E., Hagen, T. P., Iversen, T., & Magnussen, J. (2003). The effect of activity based on hospital efficiency: A panel data analysis of data envelopment analysis scores 1992–2004. Health Care Management Science, 6(4), 271–83.CrossRef

Botti, L., Briec, W., & Clique, G. (2009). Plural forms versus franchise and company-owned systems: A DEA approach of Hotel Chain Performance. Omega, 37, 566–578.CrossRef

Brockett, P. L., Cooper, W. W., Golden, L. L., Rousseau, J. J., & Wang, Y. (2005). Financial intermediary versus production approach to efficiency of marketing distribution systems and organizational structure of insurance companies. Journal of Risk and Insurance, 72(3), 393–412.CrossRef

Casu, B., Girardone, C., & Molyneux, P. (2004). Productivity change in European banking: A comparison of parametric and non-parametric approaches. Journal of Banking and Finance, 28(10), 2521–2540.CrossRef

Charnes, A., & Cooper, W. W. (1962). Programming with linear fractional functionals. Naval Research Logistics Quarterly, 9, 181–196. doi:10.1002/nav.3800090303.CrossRef

Charnes, A., Cooper, W. W., & Rhodes, E. (1978). Measuring the efficiency of decision making unit. European Journal of Operational Research, 2, 429–44.CrossRef

Charnes, A., Cooper, W. W., & Rhodes, E. (1981). Evaluating program and managerial efficiency: An application of data envelopment analysis to program follow through. Management Science, 27, 668–697.CrossRef

Cook, W. D., & Green, R. (2003). Evaluating power plant efficiency: A hierarchical model. Computers and Operations Research, 32(4), 813–823.CrossRef

Cook, W. D., Kazakov, A., & Persaud, B. N. (2001). Prioritizing highway accident sites: A data envelopment analysis. Journal of the Operational Research Society, 52, 303–309.CrossRef

Cook, W. D., Roll, Y., & Kazakov, A. (1990). A DEA model for measuring the relative efficiency of highway maintenance patrols. INFOR, 28, 113–124.

Cummins, J. D., & Zi, H. (1998). Comparison of frontier efficiency methods and application to the US life insurance industry. Journal of Productivity Analysis, 10, 131–152.CrossRef

Dacosta-Claro, I., & Lapierre, S. (2003). Benchmarking as a tool for the improvement of health services’ supply departments. Health Services Management Research, 16, 211–223.CrossRef

Dyson, R. G., Thanassoulis, E., & Boussofiane, A. (1990). Data envelopment analysis. In L. C. Hendry & R. Eglese (Eds.), Operational research tutorial papers (pp. 13–28). UK: The Operational Research Society.

Eling, M., & Luhnen, M. (2010). Efficiency in the international insurance industry: A cross-country comparison. Journal of Banking and Finance, 34, 1497–1509.CrossRef

Emrouznejad, A., Cabanda, E., & Gholami, R. (2010). An alternative measure of the ICT-opportunity index. Information and Management, 47, 246–254.CrossRef

Emrouznejad, A., & De Writte, K. (2010). COOPER-framework: A unified process for non-parametric projects. European Journal of Operational Research, 207(3), 1573–1586.CrossRef

Emrouznejad, A., Parker, B. R., & Tavares, G. (2008). Evaluation of research in efficiency and productivity: A survey and analysis of the first 30 years of scholarly literature in DEA. Socio-Economic Planning Sciences, 42(3), 151–157.CrossRef

Emrouznejad, A., & Thanassoulis, E. (2011). Performance improvement management software: PIM-DEAsoft-V3.0 user guide. ISBN: 978-1-85449-412-2.

Fecher, F., Keesler, D., Perelman, S., & Pesteieau, P. (1993). Productive performance of the French insurance industry. Journal of Productivity Analysis, 4, 77–93.CrossRef

Field, K., & Emrouznejad, A. (2003). Measuring the performance of neonatal care units in Scotland. Journal of Medical Systems, 27(4), 315–324.CrossRef

Fethi, M., & Pasiouras, F. (2010). Assessing bank efficiency and performance with operational research and artificial intelligence techniques: A survey. European Journal of Operational Research, 204(2), 189–198.CrossRef

Fukuyama, H. (1997). Investigating productive efficiency and productivity changes of Japanese life insurance companies. Pacific-Basin Finance Journal, 5, 481–509.CrossRef

Fukuyama, H., & Weber, W. L. (2002). Evaluating public school district performance via DEA gain functions. Journal of the Operational Research Society, 53(9), 992–1003.CrossRef

Goto, M. (2010). Financial performance analysis of US and world telecommunications companies: Importance of Information Technology in the telecommunications industry after the AT&T breakup and NTT divestiture. Decision Support Systems, 48, 447–456.CrossRef

Harrison, J., & Sexton, C. (2006). The improving efficiency Frontier of religious not-for-profit hospitals. Hospital Topics, 84(1), 2–10.CrossRef

Haugland, S. A., Myrtveit, I., & Nygaard, A. (2007). Market orientation and performance in the service industry: A data envelopment analysis. Journal of Business Research, 60(11), 1191–1197.CrossRef

Hirschhausen, C. V., Cullmann, A., & Kappeler, A. (2006). Efficiency analysis of German electricity distribution utilities-non-parametric and parametric tests. Applied Economics, 38, 2553–2566.CrossRef

Hjalmarsson, L., & Veiderpass, A. (1992). Productivity in Swedish electricity retail distribution. Scandinavian Journal of Economics, 94(Supplement), 193–205.

Ho, C.-T. B., Liao, C.-K., & Kim, H.-T. (2012). Valuing internet companies: A DEA-based multiple valuation approach. Journal of Operational Research Society, 62, 2097–2106.CrossRef

Hofmarcher, M. M., Paterson, I., & Riedel, M. (2002). Measuring hospital efficiency in Austria – A DEA approach. Health Care Management Science, 5, 7–14.CrossRef

Hollingsworth, B. (2008). The measurement of efficiency and productivity of health care delivery. Health Economics, 17(10), 1107–1128.CrossRef

Huang, C.-W. Y.-H., Chiu, C.-T. T., & Lin, C.-H. (2012). Applying a hybrid DEA model to evaluate the influence of marketing activities to operational efficiency on Taiwan’s international tourist hotels. Journal of the Operational Research Society, 63, 549–560.CrossRef

Hung, S.-W., Lu, W.-M., & Wang, T.-P. (2010). Benchmarking the operating efficiency of Asia container ports. European Journal of Operational Research, 203, 706–713.CrossRef

Kao, C., & Hwang, S. N. (2008). Efficiency decomposition in two-stage data envelopment analysis: An application to non-life insurance companies in Taiwan. European Journal of Operational Research, 185, 418–429.CrossRef

Kirigia, J. M., Emrouznejad, A., Vaz, R. G., Bastiene, H., & Padayachy, J. (2008). A comparative assessment of performance and productivity of health centres in Seychelles. International Journal of Productivity and Performance Management, 57(1), 72–92.CrossRef

Korhonen, P. K., & Syrjanen, M. J. (2003). Evaluation of cost efficiency in Finnish electricity distribution. Annals of Operations Research, 121, 105–122.CrossRef

Luo, X., & Donthu, N. (2005). Assessing advertising media spending inefficiencies in generating sales. Journal of Business Research, 58(1), 28–36.CrossRef

Madden, G., & Savage, S. (1999). Telecommunications productivity, catch-up and innovation. Telecommunications Policy, 23(1), 65–81.CrossRef

Mayston, D. J. (2003). Measuring and managing educational performance. Journal of the Operational Research Society, 54(7), 679–691.CrossRef

Moreno, A. A., & Tadepalli, R. (2002). Assessing academic department efficiency at a public university. Managerial and Decision Economics, 23, 385–97.CrossRef

Nemoto, J., & Goto, M. (2003). Measurement of dynamic efficiency in production: An application of Data Envelopment analysis to Japanese electric utilities. Journal of Productivity Analysis, 9, 191–210.CrossRef

Noulas, A., Glaveli, N., & Kiriakopoulos, I. (2008). Investigating cost efficiency in the branch network of a Greek bank: An empirical study. Managerial Finance, 34(3), 160–171.CrossRef

Nunamaker, T. R. (1983). Measuring routine nursing service efficiency: A comparison of cost per patient day and data envelopment analysis models. Health Services Research, 18, 183–208.

Odeck, J. (2000). Assessing the relative efficiency and productivity of vehicle inspection services: An application of DEA and Malmquist indices. European Journal of Operational Research, 126, 501–514.CrossRef

O’Neill, L., & Dexter, F. (2005). Methods for understanding super-efficient data envelopment analysis results with an application to hospital inpatient surgery. Health Care Management Science, 8, 291–298.CrossRef

Paradi, J. C., & Zhu, H. (2013). A survey on bank branch efficiency and performance research with data envelopment analysis. Omega, 41(1), 61–79.CrossRef

Park, J., Lee, S., & Kang, H. B. (2009). The insurance distribution systems and efficiency in the property casualty insurance industry. Managerial Finance, 35(8), 670–681.CrossRef

Pastor, J. T., Knox Lovell, C. A., & Tulkens, H. (2006). Evaluating the financial performance of bank branches. Annals of Operations Research, 145, 321–337.CrossRef

Pille, P., & Paradi, J. C. (2002). Financial performance analysis of Ontario (Canada) credit unions: An application of DEA in the Regulatory environment. European Journal of Operational Research, 139(2), 339–350.CrossRef

Portela, M. C. A. S., Thanassoulis, E., Horncastle, A., & Maugg, T. (2011). Productivity change in the water industry in England and Wales: Application of the meta-Malmquist index. Journal of the Operational Research Society, 62, 2173–2188.CrossRef

Prior, D. (2006). Efficiency and total quality management in health care organizations: A dynamic frontier approach. Annals of Operations Research, 145, 281–299.CrossRef

Ray, S. C. (2007). The directional distance function and measurement of super-efficiency: An application to airlines data. Journal of the Operational Research Society, 1–10.

Sarrico, C. S., & Dyson, R. G. (2000). Using DEA for planning in UK universities-an institutional perspective. Journal of the Operational Research Society, 51(7), 789–800.

Sathye, M. (2002). Measuring productivity changes in Australian banking: An application of Malmquist indices. Managerial Finance, 28(9), 48–59.CrossRef

Segovia-Gonzalez, M. M., Contreras, I., & Mar-Molino, C. (2009). A DEA analysis of risk, cost, and revenues in insurance. Journal of the Operational Research Society, 60, 1483–1494.CrossRef

Shao, B. B. M., & Shu, W. S. (2004). Productivity breakdown of the information and computing technology industries across countries. Journal of the Operational Research Society, 55(1), 23–33.CrossRef

Sherman, H. D. (1984). Hospital efficiency measurement and evaluation: Empirical-test of a new technique. Medical Care, 22, 922–938.CrossRef

Sherman, G., & Gold, F. (1985). Bank branch operating efficiency: Evaluation with data envelopment analysis. Journal of Banking and Finance, 9, 297–315.CrossRef

Sherman, H. D., & Zhu, J. (2006). Service Productivity Management. New York, NY: Springer.

Staat, M. (2006). Efficiency of Hospitals in Germany: a DEA-bootstrap Approach.

Tone, K., & Sahoo, B. K. (2005). Evaluating cost efficiency and returns to scale in the Life Insurance Corporation of India using data envelopment analysis. Socio-Economic Planning Sciences, 39, 261–285.CrossRef

Titel: Managing Service Productivity Using Data Envelopment Analysis
verfasst von: Ali Emrouznejad
Emilyn Cabanda
Verlag: Springer Berlin Heidelberg
Buch: Managing Service Productivity
Print ISBN: 978-3-662-43436-9

Electronic ISBN: 978-3-662-43437-6

Copyright-Jahr: 2014
DOI: https://doi.org/10.1007/978-3-662-43437-6_1