The proposed Integrative model for benchmarking in assessing & improving the efficiency of services production & delivery by using Data Envelopment Analysis (DEA) & Decision Tree (DT) Techniques

Abstract

  In regards to the high impact of the services industry in the global economy, and increase the interest of companies to the management services, academic and research interest in the study has been growth, lot of researchers were pointed at the most important factors of the service delivery is the delivery system, therefore production processes and delivery service has taken the great importance in the management services. Accordingly, the effort of identify and improve the inefficiency process is considers one of the most important issues in the management of these operations.

The proposed integrative model in this study is useful in implementation and management of the company's operations, as it allows for any company to discover and diagnosis of inefficient service unit in company's overall level, and in the level of business units or departments, and also allows the selection process to be improved first, as well as the selection process / processes that can be adopted for benchmark, Through the use of mathematical techniques (Data Envelopment Analysis DEA, and Decision Tree (DT) that ensure the reliability and accuracy of the results, the last paragraph of the study provides an illustrative example (case study) to demonstrate the usefulness of the proposed integrative model to evaluate and improve the overall efficiency of the service organizations and the efficiency of its operations.