DEAfrontier

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). (1) It outlines the use of DEA as a benchmarking technique. (2) It identifies high costs service units. (3) 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. (4) 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).

Foreword	p. xi
Preface	p. xv
Chapter 1 Management of Service Organization Productivity
1.1 Introduction	p. 1
1.2 Productivity Defined vis-a-vis Effectiveness and Efficiency	p. 2
1.3 Components of Productivity	p. 4
1.4 Taxonomies of Service Organization	p. 9
1.5 Classification by Characteristics of Institution	p. 13
1.6 Other Dimensions of the Service Business Taxonomy	p. 17
1.7 Service Productivity Management Techniques	p. 24
1.7.1 Standard Cost Systems	p. 25
1.7.2 Comparative Efficiency Analysis	p. 28
1.7.3 Ratio Analysis	p. 29
1.7.4 Profit and Return on Investment Measures	p. 31
1.7.5 Zero-base Budgeting	p. 32
1.7.6 Program Budgeting	p. 35
1.7.7 Best Practice Analysis	p. 36
1.7.8 Data Envelopment Analysis (DEA)	p. 38
1.7.9 Peer Review	p. 39
1.7.10 Management Reviews	p. 39
1.7.11 Activity Analysis	p. 40
1.7.12 Process Analysis	p. 44
1.7.13 Staffing Models	p. 44
1.7.14 Balanced Scorecards (BSC)	p. 45
1.8 Conclusion	p. 47
Chapter 2 Data Envelopment Analysis Explained
2.1 Introduction	p. 49
2.2 Basic Efficiency Concepts	p. 51
2.3 Relative Weights and Costs for Inputs and Outputs	p. 55
2.4 Data Envelopment Analysis	p. 57
2.4.1 How DEA Works and How to Interpret the Results	p. 57
2.4.2 The Mathematical Formulations of DEA	p. 63
2.4.3 Solving Envelopment DEA Model in Spreadsheets	p. 70
2.4.4 Solving Multiplier DEA Model in Spreadsheets	p. 85
2.5 Conclusions	p. 88
Chapter 3 DEA Concepts for Managers: Applying and Managing Productivity with DEA
3.1 Introduction	p. 91
3.2 DEA Efficient and Weakly Efficient: Concepts and Examples	p. 92
3.3 Two Input-Two Output Example	p. 101
3.4 Interpreting DEA Results	p. 107
3.5 Review of the Capabilities and Limitations of DEA	p. 108
3.6 How Management Can Apply DEA	p. 110
3.7 Output-oriented DEA Model	p. 113
3.8 Conclusion	p. 119
Chapter 4 Solving DEA Using DEAFrontier Software
4.1 Introduction	p. 121
4.2 DEAFrontier	p. 123
4.3 Organize the Data	p. 125
4.4 Run the DEAFrontier Software	p. 127
Chapter 5 DEA Model - Extensions
5.1 Introduction	p. 133
5.2 Returns to Scale Frontiers	p. 133
5.3 Non-Constant Returns to scale DEA Models	p. 135
5.4 Returns to Scale Estimation	p. 138
5.5 Restricted Multipliers	p. 144
5.6 Measure-Specific Models	p. 149
5.7 Slack-Based Models	p. 151
5.8 Other DEA Models	p. 154
Chapter 6 Managing Bank Productivity
6.1 Introduction	p. 159
6.2 Applying DEA to Growth Bank	p. 160
6.3 Specifying Resource Inputs and Service Outputs	p. 162
6.4 DEA Branch Productivity Results	p. 164
6.5 Implementing the DEA Findings	p. 168
6.6 Conclusions	p. 171
Chapter 7 Quality-Adjusted DEA (Q-DEA)
7.1 Introduction	p. 175
7.2 Incorporating Quality Into DEA Benchmarking	p. 177
7.2.1 Standard DEA Model	p. 180
7.2.2 Quality as an Output in Standard DEA Model	p. 181
7.2.3 Independent Quality and Productivity Dimensions	p. 183
7.2.4 Quality-Adjusted DEA	p. 185
7.3 Q-DEA Benchmarking Application	p. 187
7.4 Conclusions and Future Research	p. 197
Chapter 8 Applying DEA to Health Care Organizations
8.1 Introduction	p. 199
8.2 DEA Applications to Health Care	p. 203
8.2.1 Acute Care General Hospitals	p. 203
8.2.2 Nursing Homes	p. 210
8.2.3 Primary Care Physician Models	p. 212
8.2.4 Hospital Physician Models	p. 213
8.3 Benchmarking Physician Practice Patterns	p. 215
8.3.1 Primary Care Physician (PCP) Resource Utilization	p. 216
8.3.2 Clinical Best Practice Patterns for HMO Physicians	p. 217
8.3.3 Potential Cost Savings	p. 224
8.3.4 Mix of Generalist vs. Specialist PCP Practice Pattern	p. 229
8.3.5 Physician Group Practice Patterns	p. 237
8.4 Conclusions	p. 241
Chapter 9 Government Productivity Management
9.1 Introduction	p. 245
9.2 Key Issues and Findings	p. 246
9.3 Productivity Management for Regional Acquisitions	p. 248
9.3.1 Scope, Objectives, and Performance Evaluation	p. 248
9.3.2 Identification of Outputs and Inputs	p. 252
9.3.3 Compromises in Data Used for CA	p. 253
9.3.4 Time Frame	p. 254
9.3.5 Initial DEA Results	p. 255
9.3.6 Refined DEA Results	p. 258
9.4 A New System of Ratio Analysis to Control CA Productivity	p. 264
9.5 Summary of Results of Initial Productivity Review	p. 266
9.6 Subsequent Events and Their Implications	p. 266
9.7 Field Review Findings	p. 267
9.8 Quality of the Purchase Contracting Process	p. 269
9.9 Alternative Approaches	p. 272
9.10 Conclusions	p. 274
Chapter 10 Multidimensional Quality-of-Life Measure
10.1 Introduction	p. 275
10.2 Urban Quality of Life Analysis with DEA	p. 276
10.3 Quality of Life Measures	p. 279
10.4 Measuring the Quality of Life Across Cities	p. 279
10.5 Conclusions	p. 289
Chapter 11 Hedge Fund Performance Evaluation
11.1 Introduction	p. 291
11.2 Background Information	p. 293
11.3 Data and Methods	p. 296
11.4 Results	p. 298
11.5 Conclusions	p. 307
References	p. 309
Index	p. 319
About the Authors	p. 323
About the CD-ROM	p. 327

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