Studies on the Performance Benchmark’s Establishment with Applying DEA for Service Centers of Telecommunication Company

• Main Authors: Shu-Lan Ying, 尹舒蘭
• Other Authors: Tyrone T. Lin
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/80899515273113923868

碩士 === 國立東華大學 === 管理學院高階經營管理碩士在職專班 === 99 === This study aimed at operations in the service centers of an example telecommunication company as the research objects, the application of data envelopment analysis (Data Envelopment Analysis; DEA), affect the operational efficiency of the important input and output factors and performance evaluation for improve operational efficiency of inefficient service center as the reference of the performance benchmarking. In this paper, the example period from January 2009 to December 2010, using the specific internal data of 11 service centers of the telecommunication company, select the average of total service member and staff training days for the year as the input factors; number of mobile phone applications, number of of broadband applications and fees received through the business as the output factors, import Charnes-Cooper-Rhodes (CCR) and Banker-Charnes-Cooper (BCC) two models, and use the output-oriented assumption to analysis the overall assessment in technical efficiency, pure technical efficiency and scale efficiency of the service centers, to understand advantage and disadvantage of the overall operational efficiency for the service centers. The results of this study can provide service center managers to understand how to invest the resources and related to maximum effectiveness, through the establishment of benchmark performance which can improve overall business performance of service centers. Managers should have deep thinking about how to keep continuous improvement processes and operation process to satisfy the diverse needs of customers and increase the competitive advantage.