Measuring Service Productivity: The Case of a German Mobile Service Provider

Rauer Hans Peter

Research article in edited proceedings (conference) | Peer reviewed

Abstract

Productivity is pivotal when assessing the perfor- mance of service systems. The aim of this article is to provide a novel benchmarking method to measure productivity. Based on authoritative theories on service productivity, the ontological concepts of four theories of service productivity management are unified. Subse- quently, formulations of Data Envelopment Analysis (DEA) are stated to implement these concepts of ser- vice productivity. However, there hasn’t been a single DEA-based approach detected that unifies the service productivity concepts for the purpose of service benchmarking. Therefore, such a model is developed by taking DEA as a starting point. It is then applied to benchmark shifts of 63 service technicians from a field force unit of one of Germany’s biggest mobile service providers. In an evaluation based on data from these shifts the model delivers sound results. Hence, it is deemed suitable for benchmarking productivity in the service sector.

Details about the publication

Publisher: Wiley-IEEE Computer Society Press

Place of publication: Waikoloa, Big Island

Status: Published

Release year: 2014

Language in which the publication is written: English

Conference: Proceedings of the 47th Hawaii International Conference on System Sciences (HICSS) 2014, Waikoloa, Big Island

Link to the full text: http://www.computer.org/csdl/proceedings/hicss/2014/index.html

Keywords: Service productivity; DEA; Data Envelopment Analysis; Service Science

Authors from the University of Münster

Rauer, Hans Peter

Chair of Information Systems and Information Management (IS)

Projects the publication originates from

Produktivity Benchmarking for Industrial Services: Design and Evaluation of Adaptions for the Data Envelopment Analysis (ServDEA)

Duration: 01/09/2010 - 30/04/2014

Funded by: Federal Ministry of Research, Technology and Space

Type of project: Participation in federally funded joint project

Preisverleihungen erhalten für die Publikation

Reisestipendium zur Teilnahme an der 47th Hawaii International Conference on System Sciences (HICSS) 2014
Awarded by: German Academic Exchange Service (DAAD)
Award given to: Rauer, Hans Peter
Announced at: 15/10/2013
Type of distinction: Scholarship

Promotionen, aus denen die Publikation resultiert

Supporting Service Productivity Management — Conceptualizing and Designing an IT Artifact for Managing Service Productivity with Data Envelopment Analysis (DEA)
Candidate: Rauer, Hans Peter | Supervisors: Becker, Jörg Backhaus, Klaus
Period of time: 01/09/2010 - 03/07/2014
Doctoral examination procedure finished at: Doctoral examination procedure at University of Münster