An Approach to Assessing Service Operations in the Short and Long Runs: Efficiency Analysis and Empirical Application
In this paper, we present an optimization approach to evaluating the performance of service organizations from the standpoint of Efficiency Analysis. In terms of empirical illustration, despite the fact that the paper uses data from a sample of Decision Making Units (DMUs) associated with a public system of academic libraries, there is no loss of generality when other types of organizations are considered. To summarize, our method combines in a straightforward manner efficiency scores computed from the estimation of selected Data Envelopment Analysis (DEA) models with a long run evaluation. Markovian analysis is used to provide this information. When a prescribed operation plan is used, the Markovian approach provides better knowledge about the time delay required for efficiency to be achieved for the first time. The text is divided into five sections, one of which is this introduction. The second section gathers some background ideas and results that aided in the development of the paper. The methodological procedure is explained in the following section, followed by empirical findings in the fourth section. To conclude the text, conclusions, limitations, and outstanding issues are presented.
Dr. Frederico A. de Carvalho
UFRJ (The Federal University at Rio de Janeiro), Brazil.
Dr. Marcelino José Jorge
LAPECOS – FIOCRUZ (Oswaldo Cruz Foundation), Brazil.
Dr. Álvaro Vieira Lima
UERJ (The State University at Rio de Janeiro), Brazil.
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