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Overview
Benchmarking is often used to help improve the performance of service operations, standards for which are more difficult to define than manufacturing standards, but are generally limited because they work with single measurements at a time. Zhu (Worcester Polytechnic Institute, US) introduces managers to data envelopment analysis (DEA) and its use in performance evaluation and benchmarking under conditions of multiple performance measures. The spreadsheet software he developed, and provides on the disk, can be used to evaluate performance in a wide range of industries, including banking, retail, health care, and public service; and to analyze decision alternatives without resorting to sophisticated modeling programs. Annotation ©2003 Book News, Inc., Portland, ORBook Details
Published
October 1, 2002
Publisher
Kluwer Academic Publishers
Pages
328
Format
Hardcover
ISBN
9781402070822