Publications
Publications
- Summer 2013
- MIT Sloan Management Review
Analyzing Performance of Service Organizations: Balanced Benchmarking Can Identify Best Practices That Are Often Hidden
By: H. David Sherman and Joe Zhu
Abstract
Just as sports teams have increasingly relied on rigorous quantitative analyses, so have many businesses. In particular, a growing number of service organizations have been investigating the use of a sophisticated linear programming technique called DEA, or data envelopment analysis. (In this article, the authors use the term "balanced benchmarking" to denote DEA.) The technique enables companies to benchmark and locate best practices that are not visible through other commonly used management methodologies.
Keywords
Citation
Sherman, H. David, and Joe Zhu. "Analyzing Performance of Service Organizations: Balanced Benchmarking Can Identify Best Practices That Are Often Hidden." MIT Sloan Management Review 54, no. 4 (Summer 2013): 37–42.