TY - JOUR
T1 - Simultaneous evaluation of efficiency, input effectiveness, and output effectiveness: An application in after sales services agents
AU - Shabani, Amir
AU - Faramarzi, Gholam Reza
AU - Farzipoor Saen, Reza
AU - Khodakarami, Mohsen
PY - 2017
Y1 - 2017
N2 - Purpose: The purpose of this paper is to develop a data envelopment analysis (DEA) technique that simultaneously measures efficiency and effectiveness to provide a comprehensive appraisal of the productivity. Additionally, an algorithm is recommended to determine targets that are used for measuring effectiveness. Design/methodology/approach: In this paper, for measuring productivity, a new methodology based on non-parametric mathematical DEA technique was presented. The proposed procedure is able to compute the efficiency input effectiveness, and output effectiveness, simultaneously. Findings: By comparing with previous models, the authors’ proposed integrated model generates more detailed results and has more discriminating power. Originality/value: To the best of the authors knowledge, there is not any study in which a non-parametric mathematical approach measures productivity through simultaneous combining of the effectiveness, including input effectiveness, and output effectiveness, and the efficiency.
AB - Purpose: The purpose of this paper is to develop a data envelopment analysis (DEA) technique that simultaneously measures efficiency and effectiveness to provide a comprehensive appraisal of the productivity. Additionally, an algorithm is recommended to determine targets that are used for measuring effectiveness. Design/methodology/approach: In this paper, for measuring productivity, a new methodology based on non-parametric mathematical DEA technique was presented. The proposed procedure is able to compute the efficiency input effectiveness, and output effectiveness, simultaneously. Findings: By comparing with previous models, the authors’ proposed integrated model generates more detailed results and has more discriminating power. Originality/value: To the best of the authors knowledge, there is not any study in which a non-parametric mathematical approach measures productivity through simultaneous combining of the effectiveness, including input effectiveness, and output effectiveness, and the efficiency.
KW - Data envelopment analysis
KW - Productivity
UR - http://www.scopus.com/inward/record.url?scp=85029793862&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85029793862&partnerID=8YFLogxK
U2 - 10.1108/BIJ-10-2015-0096
DO - 10.1108/BIJ-10-2015-0096
M3 - Article
AN - SCOPUS:85029793862
SN - 1463-5771
VL - 24
SP - 1854
EP - 1870
JO - Benchmarking
JF - Benchmarking
IS - 7
ER -