Measuring the Efficiency of Service Delivery Processes: With Application to Retail Banking

F.X. Frei and P.T. Harker

Working Papers from Rochester, Business - Operations Management

Abstract: This paper presents a methodology that determines the role of design in calculating the efficiency of service delivery processes. The efficiency of these processes is determined by using a variation of frontier estimation (DEA-like) techniques. The methodology is then applied to a particular service delivery process in retail banking. The methodology allows one to address the question of how much inefficiency in a business process is due to the wrong process design, and how much is due to the right design, poorly executed.

Keywords: BANKING; INFORMATION; PRODUCTIVITY; SERVICE INDUSTRY (search for similar items in EconPapers)
JEL-codes: G2 G21 (search for similar items in EconPapers)
Pages: 30 pages
Date: 1996
References: Add references at CitEc
Citations: View citations in EconPapers (12)

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:fth:robuom:96-04

Access Statistics for this paper

More papers in Working Papers from Rochester, Business - Operations Management UNIVERSITY OF ROCHESTER, CENTER FOR MANUFACTURING AND OPERATIONS MANAGEMENT, WILLIAM E. SIMON GRADUATE SCHOOL OF BUSINESS ADMINISTRATION, ROCHESTER NEW YORK 14627 U.S.A.. Contact information at EDIRC.
Bibliographic data for series maintained by Thomas Krichel ().