Simultaneous evaluation of efficiency, input effectiveness, and output effectiveness: An application in after sales services agents

Amir Shabani, Gholam Reza Faramarzi, Reza Farzipoor Saen, Mohsen Khodakarami

Research output: Contribution to JournalArticleAcademicpeer-review

Abstract

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.

Original languageEnglish
Pages (from-to)1854-1870
Number of pages17
JournalBenchmarking
Volume24
Issue number7
DOIs
Publication statusPublished - 1 Jan 2017

Fingerprint

After-sales service
Evaluation
Productivity
Data envelopment analysis
Efficiency measures
Methodology
Design methodology
Integrated model

Keywords

  • Data envelopment analysis
  • Productivity

Cite this

Shabani, Amir ; Faramarzi, Gholam Reza ; Farzipoor Saen, Reza ; Khodakarami, Mohsen. / Simultaneous evaluation of efficiency, input effectiveness, and output effectiveness : An application in after sales services agents. In: Benchmarking. 2017 ; Vol. 24, No. 7. pp. 1854-1870.
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Simultaneous evaluation of efficiency, input effectiveness, and output effectiveness : An application in after sales services agents. / Shabani, Amir; Faramarzi, Gholam Reza; Farzipoor Saen, Reza; Khodakarami, Mohsen.

In: Benchmarking, Vol. 24, No. 7, 01.01.2017, p. 1854-1870.

Research output: Contribution to JournalArticleAcademicpeer-review

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