To read the full version of this content please select one of the options below:

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

Amir Shabani (Department of Information, Logistics and Innovation, School of Business and Economics, VU University Amsterdam, Amsterdam, The Netherlands)
Gholam Reza Faramarzi (Karaj Branch, Islamic Azad University, Karaj, Islamic Republic of Iran)
Reza Farzipoor Saen (Department of Industrial Management, Karaj Branch, Islamic Azad University, Karaj, Islamic Republic of Iran)
Mohsen Khodakarami (Karaj Branch, Islamic Azad University, Karaj, Islamic Republic of Iran)

Benchmarking: An International Journal

ISSN: 1463-5771

Article publication date: 2 October 2017

Downloads
258

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.

Keywords

Acknowledgements

The authors wish to thank three anonymous referees for their valuable comments that helped to improve quality of this paper.

Citation

Shabani, A., Faramarzi, G.R., Farzipoor Saen, R. and Khodakarami, M. (2017), "Simultaneous evaluation of efficiency, input effectiveness, and output effectiveness: An application in after sales services agents", Benchmarking: An International Journal, Vol. 24 No. 7, pp. 1854-1870. https://doi.org/10.1108/BIJ-10-2015-0096

Publisher

:

Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited