A Review of DEA-based Resource and Cost Allocation models: Implications for services

Data envelopment analysis (DEA), by its design, was not intended for resource allocation but for measuring relative efficiency of decision-making units. Despite this, many researchers have successfully applied this modelling technique to a variety of resource and cost allocation decisions in order to improve operational efficiencies. This paper is a comprehensive review and classification of such articles. The papers were classified by industry and by DEA model-orientation. The findings of this paper show that existing models predominately apply DEA to mass service industries (e.g., banking), thus, revealing the opportunity for researchers to further develop DEA-based resource allocation modelling toward improving the operational efficiencies of other service industries (e.g., professional services). To guide researchers to this end, we offer a discussion of the use of DEA modelling when the service provider and the customer are both resources needing to be allocated, in other words, using DEA to model professional or co-created services

A Quantitative Model for CRM Performance Evaluations

This paper identifies important performance measurements for the operation of CRM units in the call center industry, and then uses Data Envelopment Analysis (DEA) to compare the performances of a selected set of call centers. The results provide several managerial insights that will assist CRM managers in effective decision making, especially in the areas of increasing efficiencies and improving customer service. Overall, this paper contributes towards managing resources and processes that would aid in the acquisition and support of information technology within a firm

Optimal Mix of Operations Management Contents for a Blended Course for Teaching Healthcare MBA Students

Use of technology is rapidly advancing in online teaching, especially in working-professional MBA programs. MBA programs for special student categories are continuously trying to customize content delivery methods to suit student lifestyles, while meeting accreditation requirements. This paper develops a mathematical model that helps to devise an efficient use of a mixture of classroom and online platforms for covering the necessary Operations Management material for a specialized group of healthcare students. The primary contribution of this paper is not a new use of technology in teaching Operations Management, but an elegant method to organize the materials for teaching a course in an innovative setup that better fits student lifestyles. This method is generic and can be applied to other disciplines

Design for control: A new perspective on process and product innovation

Product and process design have been examined from a multitude of perspectives: engineering, manufacturing, marketing, industrial design, as well as the integration of some or all of these perspectives. In turn, each perspective has led to approaches that are commonly known--design for manufacture (DFM), agile enterprise, concurrent engineering, value engineering, design for assembly (DFA), product data management (PDM), product life-cycle management (PLM), and many others. We propose a new perspective--design for control (DFC). DFC focuses on the carefully considered integration of new (or redesigned) parts/products into the control system structures that are used to plan and control the manufacture and assembly of products. We offer a formalization of DFC and the concept of "controllability" that facilitates development and maintenance of more efficient control systems.

Service management : operations, strategy, information technology.

xx, 520 hlm.; 26,5 c

Service management : operations, strategy, information technology

xviii, 524 p. ; 28 cm