Measuring the Efficiency of Service Delivery Processes: With Application to Retail Banking
This paper presents a methodology that determines the role of design in calculating the efficiency of service delivery processes. The efficiency of these processes is determined by using a variation of frontier estimation (DEA-like) techniques. The methodology is then applied to a particular service delivery process in retail banking. The methodology allows one to address the question of how much inefficiency in a business process is due to the wrong process design, and how much is due to the right design, poorly executed.
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|Date of creation:||1996|
|Contact details of provider:|| Postal: UNIVERSITY OF ROCHESTER, CENTER FOR MANUFACTURING AND OPERATIONS MANAGEMENT, WILLIAM E. SIMON GRADUATE SCHOOL OF BUSINESS ADMINISTRATION, ROCHESTER NEW YORK 14627 U.S.A.|
Web page: http://www.simon.rochester.edu/
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