A framework for benchmarking service process using data envelopment analysis and decision tree

Expert Systems with Applications

Volumn 32, Issue 2, 2007, Pages 432-440

  Seol, Hyeonju ^a   Choi, Jeewon ^a   Park, Gwangman ^b   Park, Yongtae ^a  

^a Seoul National University   (South Korea)

^b Electronics and Telecommunications Research Institute (ETRI)   (South Korea)

Author keywords

Data envelopment analysis; Decision tree; Efficiency; Process priority; Service process benchmarking

Indexed keywords

DATA REDUCTION; DECISION THEORY; OPERATIONS RESEARCH; PROCESS CONTROL; TREES (MATHEMATICS);

DATA ENVELOPMENT ANALYSIS (DEA); DECISION TREES (DT); PROCESS PRIORITY; SERVICE PROCESS BENCHMARKING;

BENCHMARKING;

EID: 33750468638     PISSN: 09574174     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.eswa.2005.12.012     Document Type: Article

References (35)

1. Adler N., Friedman L., and Sinuany-Stern Z. Review of ranking methods in the data envelopment analysis context. European Journal of Operational Research 140 (2002) 249-265
2. Adolphson D.L., Cornia G.C., and Walters L.C. A unified framework for classifying DEA models. Operational research'90 (1991), Pergaman Press, New York 647-657
3. Bala J. Using learning to facilitate the evolution of features for recognizing visual concepts. Evolutionary Computation 4 (1996) 297-312
4. Banga, R. (2005). Role of services in the growth process: A survey, working paper no. 159. Indian Council for Research on International Economic Relations.
5. Banker R., Charnes A., and Cooper W.W. Some models for estimating technical and scale inefficiencies in data envelopment analysis. Management Science 30 (1984) 1078-1092
6. Belton R.N., and Vickers S.P. Demystifying DEA: a visual interactive approach based on multi criteria analysis. The Journal of Operational Research Society 44 (1993) 883-896
7. Berry M.J.A., and Linoff G.S. Mastering data mining: The art and science of customer relationship management (2000), John Wiley & Sons, New York
8. Breiman L., Friedman J.H., Olshen R.A., and Stone C.J. Classification and regression trees (1984), Wadsworth, Los Angeles, CA
9. Charnes A., Cooper W.W., and Rhodes E. Measuring the efficiency of decision making units. European Journal of Operation Research 2 (1978) 429-444
10. Chase R.B. The customer contact approach to services: theoretical bases and practical extensions. Operations Research 29 (1981) 698-706
11. Chase R.B., and Tansik D.A. The customer contact approach to organization design. Management Science 29 (1983) 1037-1050
12. Chen Y.L., Hsu C.L., and Chou S.C. Constructing a multi-valued and multi-labeled decision tree. Expert Systems with Applications 25 2 (2003) 199-209
13. Cooper W.W., Seiford L.M., and Tone K. Data envelopment analysis: A comprehensive text with models, applications, references and DEA-solver software (2000), Kluwer Academic Publishers, Boston
14. Davenport T.H., and Short J.E. The new industrial engineering: information technology and business process redesign. Sloan Management Review 31 (1990) 11-27
15. Doyle J., and Green R. Data envelopment analysis and multiple criteria decision making. Omega 21 (1993) 713-715
16. Fitzsimmons J.A., and Fizsimmons M.J. Service management (2001), McGraw-Hill, New York
17. Frei, F. X., & Harker, P. T. (1996). Measuring the efficiency of service delivery processes: with application to retail banking. Financial Institutions Center Working Paper, Wharton School.
18. Frei F.X., and Harker P.T. Measuring aggregate process performance using AHP. European Journal of Operational Research 116 (1999) 436-442
19. Golany B. An interactive MOLP procedure for the extension of data envelopment analysis to effectiveness analysis. Journal of the Operational Research Society 39 (1988) 725-734
20. Hammer M., and Champy J. Reengineering the corporation: A manifesto for business revolution (1993), Harper Business, New York
21. Hunt K.J. Classification by induction: application to modeling and control of non-linear dynamical systems. Intelligent Systems Engineering 24 (1993) 231-245
22. Kass G.V. An exploratory technique for investigating large quantities of categorical data. Applied Statistics 29 (1980) 119-127
23. Lee J.H., and Park S.C. Intelligent profitable customers segmentation system based on business intelligence tools. Expert Systems with Applications 29 1 (2005) 145-152
24. Lovell C.A.K., and Pastor J.T. Target setting: an application to a bank branch network. European Journal of Operational Research 98 (1997) 290-299
25. Lovell C.A.K., and Pastor J.T. Radial DEA models without inputs or without output. European Journal of Operation Research 118 (1999) 46-51
26. Metters, R. D., King-Metters, K. H., & Pullman, M. (2003). Successful service operation management with CD-ROM. Thomson Learning.
27. Pilat, D. (2000). No longer services as usual. The OECD Observer (Nov 23), 52-54.
28. Post T., and Spronk J. Performance benchmarking using interactive data envelopment analysis. European Journal of Operational Research 115 (1999) 472-487
29. Quinlan J.R. C4.5: Programs for machine learning (1993), Morgan Kaufmann
30. Roth A.V., and Jackson W.E. Strategic determinants of service quality and performance: evidence from the banking industry. Management Science 41 (1995) 1720-1733
31. Roth A.V., and vand der Velde M. Operations as marketing: a competitive service strategy. Journal of Operations Management 10 (1991) 303-328
32. Shostack G.L. Service positioning through structural change. Journal of Marketing 51 (1987) 34-43
33. Sohn S.Y., and Moon T.H. Decision tree based on data envelopment analysis for effective technology commercialization. Expert Systems with Applications 26 2 (2004) 279-284
34. Stwart T.J. Relationships between data envelopment analysis and multicriteria decision analysis. The Journal of Operational Research Society 47 (1996) 654-665
35. Yang T., and Kuo C. A hierarchical AHP/DEA methodology for the facilities layout design problem. European Journal of Operational Research 147 (2003) 128-136