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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

Publishing company: 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, undefined
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)