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Author: H. David Sherman
Publisher: Springer Science & Business Media
ISBN: 0387332316
Category : Business & Economics
Languages : en
Pages : 344
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Book Description
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.
Author: H. David Sherman
Publisher: Springer Science & Business Media
ISBN: 0387332316
Category : Business & Economics
Languages : en
Pages : 344
Get Book Here
Book Description
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.
Author: Evan M. Berman
Publisher: Routledge
ISBN: 1317463005
Category : Business & Economics
Languages : en
Pages : 243
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Book Description
The revised edition of this accessible text provides a balanced assessment and overview of state-of-the-art organizational and performance productivity strategies. Public and nonprofit organizations face demands for increased productivity and responsiveness, and this practical guide offers strategies based on current research and scholarship that respond to these challenges. The book's comprehensive coverage includes: rationale for productivity and performance improvement; evolution of productivity improvement; the quality paradigm; customer service; information technology; traditional approaches to productivity improvement; re-engineering and restructuring; partnering and privatization; psychological contracts; and community based strategies. In addition to updating the examples of the first edition, this new edition also highlights the growing use of enterprise funds, partnership models of privatization, and web-based service delivery. Each chapter concludes with a useful summary and all-new application exercises.
Author: P.T. Harker
Publisher: Springer Science & Business Media
ISBN: 940110073X
Category : Business & Economics
Languages : en
Pages : 511
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Book Description
3 While all of these explanations seem to have merit, there is one dominant reason why the percentage of GDP and employment dedicated to services has continued to increase: low productivity. According to Baumol's cost disease hypothesis (Baumol, Blackman, and Wolff 1991), the growth in services is actually an illusion. The fact is that service-sector productivity is improving slower than that of manufacturing and thus, it seems as if we are consuming more services in nominal terms. However, in real terms, we are consuming slightly less services. That is, the increase in the service sector is caused by low productivity relative to manufacturing. The implication of Baumol's cost disease is the following. Assuming historical productivity increases for manufacturing, agriCUlture, education and health care, Baumol (1992) shows that the U. S. can triple its output in all sectors within 50 years. However, due to the higher productivity level for manufacturing and agriculture, it will take substantially more employment in services to achieve this increase in output. To put this argument in perspective, simply roll back the clock 100 years or so and replace the words manufacturing with agriculture, and services with manufacturing. The phenomenal growth in agricultural productivity versus manufacturing caused the employment levels in agriculture in the U. S. to decrease rapidly while producing a truly unbelievable amount of food. It is the low productivity of services that is the real culprit in its growth of GDP and employment share.
Author: P.T. Harker
Publisher: Springer Science & Business Media
ISBN: 9780792334477
Category : Business & Economics
Languages : en
Pages : 520
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Book Description
The recent global recession has revealed the vital importance of service-sector productivity in all developed economies. The challenge for scholars and professionals in productivity management (economics and management science) in the coming decade is clearly to improve the productivity of the services sector. Section I addresses the economy-wide problems of measuring service productivity and its impact on economic performance. The growing volume and recognition of trade and international competition in services is the subject of Section II. The first two sections together outline the broad parameters facing the economy and individual managers as they struggle to improve service productivity in an increasingly competitive international market. The specific steps to be taken are addressed in Section III. Section IV presents an operations management perspective on the productivity problem. Section V presents the problems and opportunities that exist in productivity improvement in market services (i.e. those industries where some degree of competition and market pricing exists). Finally, non-market services, a vital part of all developed economies, are discussed in Section VI. The Service Productivity and Quality Challenge presents the state of the art thinking on the service productivity challenge from a variety of disciplines. Rather than a cursory view of each discipline's perspective, the papers go into detail on each subject or industry. Taken as a whole, they provide a panoramic view of the problem and its potential solutions.
Author: Gaurav Nayyar
Publisher: World Bank Publications
ISBN: 1464817103
Category : Business & Economics
Languages : en
Pages : 364
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Book Description
Manufacturing-led development has provided the traditional model for creating jobs and prosperity. But in the past three decades the conventional pattern of structural transformation has changed, with the services sector growing faster than the manufacturing sector. This raises critical questions about the ability of developing economies to close productivity gaps with advanced economies and to create good jobs for more people. At Your Service? The Promise of Services-Led Development (www.worldbank.org/services-led-development) assesses the scope of a services-driven development model and policy directions that can maximize the model’s potential.
Author: United States. Bureau of the Budget
Publisher:
ISBN:
Category : Executive departments
Languages : en
Pages : 374
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Book Description
Survey and 5 case studies on the measurement of productivity in the federal public services of USA. Research methods.
Author: Jack E. Triplett
Publisher: Rowman & Littlefield
ISBN: 9780815796633
Category : Business & Economics
Languages : en
Pages : 420
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Book Description
The services industries—which include jobs ranging from flipping hamburgers to providing investment advice—can no longer be characterized, as they have in the past, as a stagnant sector marked by low productivity growth. They have emerged as one of the most dynamic and innovative segments of the U.S. economy, now accounting for more than three-quarters of gross domestic product. During the 1990s, 19 million additional jobs were created in this sector, while growth was stagnant in the goods-producing sector. Here, Jack Triplett and Barry Bosworth analyze services sector productivity, demonstrating that fundamental changes have taken place in this sector of the U.S. economy. They show that growth in the services industries fueled the post-1995 expansion in the U.S. productivity and assess the role of information technology in transforming and accelerating services productivity. In addition to their findings for the services sector as a whole, they include separate chapters for a diverse range of industries within the sector, including transportation and communications, wholesale and retail trade, and finance and insurance. The authors also examine productivity measurement issues, chiefly statistical methods for measuring services industry output. They highlight the importance of making improvements within the U.S. statistical system to provide the more accurate and relevant measures essential for analyzing productivity and economic growth.
Author: Ali Emrouznejad
Publisher: Springer
ISBN: 3662434377
Category : Business & Economics
Languages : en
Pages : 405
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Book Description
This volume describes how frontier efficiency methodologies such as Data Envelopment Analysis (DEA) and other techniques such as multi-criteria decision making can help service industries to improve their performance by providing a ranking of best-practice efficient service units and by identifying sources of inefficiency for each service unit. It explains how they can be used to determine potential improvement targets for each of the inefficient service units, to identify peers for each service organization and to provide a basis for continuous performance improvement. Presenting applications in a variety of industries, this book will be useful for the service management to improve service productivity, profitability, sustainability and quality and effectiveness of service deliveries. A free trial version of the World’s leading Data Envelopment Analysis Software (PIM-DEA) is available for readers of this book.
Author: Herbert Heaton
Publisher: McGraw-Hill Companies
ISBN:
Category : Business & Economics
Languages : en
Pages : 266
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Book Description
USA. Monograph on appropriate management techniques for increased labour productivity and efficiency in public services, social services, service sectors, and other service-producing institutions - focuses on the methodology of measurement and on perception models for improvement of organizational productivity, taking into consideration human relations, responsibility, organization development, decision making, etc. Illustrations and references.
Author: Jochen Wirtz
Publisher: Ws Professional
ISBN: 9781944659424
Category : Business & Economics
Languages : en
Pages : 80
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Book Description
Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of service quality -- Tools to analyze and address service quality problems -- Return on quality -- Defining and measuring productivity -- Improving service productivity -- Conclusion -- Summary -- Endnotes
