IDEAS home Printed from https://ideas.repec.org/p/pra/mprapa/30765.html
   My bibliography  Save this paper

Developing a step-by-step effectiveness assessment model for customer-oriented service organizations

Author

Listed:
  • Brissimis, Sophocles
  • Zervopoulos, Panagiotis

Abstract

Effectiveness involves more than simple efficiency, which is limited to the production process assessment of peer operational units. Effectiveness incorporates both endogenous and exogenous variables. It is a fundamental driver for the success of an operational unit within a competitive environment in which either the liquidity of money in the market and the customers are considered to be scarce sources, or the New Public Management (NPM) is citizen/customer and goal-oriented. Additionally, with respect to short-run production constraints, the resources available and controllable by the operational units, as well as the legal status, we go beyond the traditional effectiveness assessment techniques by developing a modified or “rational” Quality-driven – Efficiency-adjusted DEA (MQE-DEA) model. This particular model provides a feasible effectiveness attainment path for every disqualified unit in order to meet high-perceived quality and high-efficiency standards. The input-output mix restructuring targets estimated by the original QE-DEA model are provided on a step-by-step basis in order to have realistic managerial implications.

Suggested Citation

  • Brissimis, Sophocles & Zervopoulos, Panagiotis, 2011. "Developing a step-by-step effectiveness assessment model for customer-oriented service organizations," MPRA Paper 30765, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:30765
    as

    Download full text from publisher

    File URL: https://mpra.ub.uni-muenchen.de/30765/1/MPRA_paper_30765.pdf
    File Function: original version
    Download Restriction: no
    ---><---

    Other versions of this item:

    References listed on IDEAS

    as
    1. Seiford, Lawrence M. & Zhu, Joe, 2003. "Context-dependent data envelopment analysis--Measuring attractiveness and progress," Omega, Elsevier, vol. 31(5), pages 397-408, October.
    2. Charnes, A. & Cooper, W. W. & Rhodes, E., 1978. "Measuring the efficiency of decision making units," European Journal of Operational Research, Elsevier, vol. 2(6), pages 429-444, November.
    3. Perelman, Sergio & Santín, Daniel, 2009. "How to generate regularly behaved production data? A Monte Carlo experimentation on DEA scale efficiency measurement," European Journal of Operational Research, Elsevier, vol. 199(1), pages 303-310, November.
    4. Joe Zhu, 2009. "Quantitative Models for Performance Evaluation and Benchmarking," International Series in Operations Research and Management Science, Springer, number 978-0-387-85982-8, September.
    5. R. D. Banker & A. Charnes & W. W. Cooper, 1984. "Some Models for Estimating Technical and Scale Inefficiencies in Data Envelopment Analysis," Management Science, INFORMS, vol. 30(9), pages 1078-1092, September.
    6. H. Sherman & Joe Zhu, 2006. "Benchmarking with quality-adjusted DEA (Q-DEA) to seek lower-cost high-quality service: Evidence from a U.S.bank application," Annals of Operations Research, Springer, vol. 145(1), pages 301-319, July.
    7. William W. Cooper & Lawrence M. Seiford & Kaoru Tone, 2007. "Data Envelopment Analysis," Springer Books, Springer, edition 0, number 978-0-387-45283-8, December.
    8. Athanassopoulos, Antreas D., 1997. "Service quality and operating efficiency synergies for management control in the provision of financial services: Evidence from Greek bank branches," European Journal of Operational Research, Elsevier, vol. 98(2), pages 300-313, April.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Fang, Lei, 2015. "Centralized resource allocation based on efficiency analysis for step-by-step improvement paths," Omega, Elsevier, vol. 51(C), pages 24-28.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jordan Alzubi & Derrick Fung & Charles Yang & Jason Yeh, 2022. "Improving health insurance markets: cost efficiency, implementation, and financing of expanding association health plans," Review of Quantitative Finance and Accounting, Springer, vol. 59(2), pages 671-694, August.
    2. Mehdi Toloo & Mona Barat & Atefeh Masoumzadeh, 2015. "Selective measures in data envelopment analysis," Annals of Operations Research, Springer, vol. 226(1), pages 623-642, March.
    3. Paradi, Joseph C. & Rouatt, Stephen & Zhu, Haiyan, 2011. "Two-stage evaluation of bank branch efficiency using data envelopment analysis," Omega, Elsevier, vol. 39(1), pages 99-109, January.
    4. Mehdi Toloo, 2021. "An Equivalent Linear Programming Form of General Linear Fractional Programming: A Duality Approach," Mathematics, MDPI, vol. 9(14), pages 1-9, July.
    5. Fu-Chiang Yang, 2017. "Integrating corporate social responsibility and profitability into best practice selection: the case of large Taiwanese firms," Quality & Quantity: International Journal of Methodology, Springer, vol. 51(4), pages 1493-1512, July.
    6. Luid Pereira de Oliveira & Felipe Jiménez Alonso & Marcelino Aurélio Vieira da Silva & Breno Tostes de Gomes Garcia & Diana Mery Messias Lopes, 2020. "Analysis of the Influence of Training and Feedback Based on Event Data Recorder Information to Improve Safety, Operational and Economic Performance of Road Freight Transport in Brazil," Sustainability, MDPI, vol. 12(19), pages 1-22, October.
    7. Le, Minh Hanh & Afsharian, Mohsen & Ahn, Heinz, 2021. "Inverse Frontier-based Benchmarking for Investigating the Efficiency and Achieving the Targets in the Vietnamese Education System," Omega, Elsevier, vol. 103(C).
    8. Halkos, George & Tzeremes, Nickolaos, 2010. "Measuring the effect of virtual mergers on banks’ efficiency levels:A non parametric analysis," MPRA Paper 23696, University Library of Munich, Germany.
    9. Hung, Shiu-Wan & Lu, Wen-Min & Wang, Tung-Pao, 2010. "Benchmarking the operating efficiency of Asia container ports," European Journal of Operational Research, Elsevier, vol. 203(3), pages 706-713, June.
    10. Avkiran, Necmi K., 2011. "Association of DEA super-efficiency estimates with financial ratios: Investigating the case for Chinese banks," Omega, Elsevier, vol. 39(3), pages 323-334, June.
    11. Suzuki, Soushi & Nijkamp, Peter & Rietveld, Piet & Pels, Eric, 2010. "A distance friction minimization approach in data envelopment analysis: A comparative study on airport efficiency," European Journal of Operational Research, Elsevier, vol. 207(2), pages 1104-1115, December.
    12. Tao Ding & Ya Chen & Huaqing Wu & Yuqi Wei, 2018. "Centralized fixed cost and resource allocation considering technology heterogeneity: a DEA approach," Annals of Operations Research, Springer, vol. 268(1), pages 497-511, September.
    13. Frederick, Joshua D. & Fung, Derrick W.H. & Yang, Charles C. & Yeh, Jason J.H., 2022. "Individual health insurance reforms in the U.S.: Expanding interstate markets, Medicare for all, or Medicaid for all?," European Journal of Operational Research, Elsevier, vol. 297(2), pages 753-765.
    14. Breno Tostes de Gomes Garcia & Diana Mery Messias Lopes & Ilton Curty Leal Junior & José Carlos Cesar Amorim & Marcelino Aurélio Vieira da Silva & Vanessa de Almeida Guimarães, 2019. "Analysis of the Performance of Transporting Soybeans from Mato Grosso for Export: A Case Study of the Tapajós-Teles Pires Waterway," Sustainability, MDPI, vol. 11(21), pages 1-26, November.
    15. Liu, John S. & Lu, Louis Y.Y. & Lu, Wen-Min & Lin, Bruce J.Y., 2013. "A survey of DEA applications," Omega, Elsevier, vol. 41(5), pages 893-902.
    16. Liu, John S. & Lu, Wen-Min, 2010. "DEA and ranking with the network-based approach: a case of R&D performance," Omega, Elsevier, vol. 38(6), pages 453-464, December.
    17. Zervopoulos, Panagiotis & Vargas, Francisco & Cheng, Gang, 2011. "A rational road to effectiveness attainment," MPRA Paper 31202, University Library of Munich, Germany.
    18. Cheng, Gang & Zervopoulos, Panagiotis & Qian, Zhenhua, 2013. "A variant of radial measure capable of dealing with negative inputs and outputs in data envelopment analysis," European Journal of Operational Research, Elsevier, vol. 225(1), pages 100-105.
    19. Fazlollahi, Ariyan & Franke, Ulrik, 2018. "Measuring the impact of enterprise integration on firm performance using data envelopment analysis," International Journal of Production Economics, Elsevier, vol. 200(C), pages 119-129.
    20. Yang, Guoliang & Ahlgren, Per & Yang, Liying & Rousseau, Ronald & Ding, Jielan, 2016. "Using multi-level frontiers in DEA models to grade countries/territories," Journal of Informetrics, Elsevier, vol. 10(1), pages 238-253.

    More about this item

    Keywords

    Effectiveness; Efficiency; Perceived Quality; Data Envelopment Analysis (DEA); context-dependent DEA;
    All these keywords.

    JEL classification:

    • C14 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General - - - Semiparametric and Nonparametric Methods: General
    • C02 - Mathematical and Quantitative Methods - - General - - - Mathematical Economics
    • C61 - Mathematical and Quantitative Methods - - Mathematical Methods; Programming Models; Mathematical and Simulation Modeling - - - Optimization Techniques; Programming Models; Dynamic Analysis

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pra:mprapa:30765. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Joachim Winter (email available below). General contact details of provider: https://edirc.repec.org/data/vfmunde.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.