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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.



Item Type: MPRA Paper -

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

Language: English-

Keywords: Effectiveness; Efficiency; Perceived Quality; Data Envelopment Analysis DEA; context-dependent DEA-

Subjects: C - Mathematical and Quantitative Methods > C1 - Econometric and Statistical Methods and Methodology: General > C14 - Semiparametric and Nonparametric Methods: GeneralC - Mathematical and Quantitative Methods > C0 - General > C02 - Mathematical MethodsC - Mathematical and Quantitative Methods > C6 - Mathematical Methods ; Programming Models ; Mathematical and Simulation Modeling > C61 - Optimization Techniques ; Programming Models ; Dynamic Analysis-





Autor: Brissimis, Sophocles

Fuente: https://mpra.ub.uni-muenchen.de/30765/







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