This research employs a non-parametric, fractional, linear programming method, Data Envelopment Analysis to examine the Customer Service Representative resource allocation efficiency of a major Canadian bank’s model. Two DEA models are proposed, (1) to evaluate the Bank’s national branch network in the context of employment only, by minimizing Full Time Equivalent (FTE) while maximizing over-the-counter (OTC) transaction volume; and (2) to evaluate the efficacy of the Bank’s own model in meeting the desired customer satisfaction benchmarks by maximizing fraction of transactions completed under management’s target time. Non-controllable constant-returns-to-scale and variable-returns to-scale model results are presented and further broken down into branch size segments and geographical regions for analysis. A comparison is conducted between the DEA model results and the Bank’s performance ratios and benchmarks, validating the use of the proposed DEA models for resource allocation efficiency analysis in the banking industry.

This research employs a non-parametric, fractional, linear programming method, Data Envelopment Analysis to examine the Customer Service Representative resource allocation efficiency of a major Canadian bank’s model. Two DEA models are proposed, (1) to evaluate the Bank’s national branch network in the context of employment only, by minimizing Full Time Equivalent (FTE) while maximizing over-the-counter (OTC) transaction volume; and (2) to evaluate the efficacy of the Bank’s own model in meeting the desired customer satisfaction benchmarks by maximizing fraction of transactions completed under management’s target time. Non-controllable constant-returns-to-scale and variable-returns to-scale model results are presented and further broken down into branch size segments and geographical regions for analysis. A comparison is conducted between the DEA model results and the Bank’s performance ratios and benchmarks, validating the use of the proposed DEA models for resource allocation efficiency analysis in the banking industry.

本文根據2002年至2008年的各綜合券商財報資料，採用三階段資料包絡分析法，評估綜合券商之經營效率分析，研究的對象包含台灣金控體系下十四家綜合券商和上市櫃十一家綜合券商證券公司（非金控體系）共25家綜合券商。實證結果如下：第一階段廠商無效率之主要來源為純技術無效率與第三階段之部分，估計之結果不同，綜合券商經營管理無效率的情形相當嚴重，綜合券商純技術效率平均值為0.955，規模效率平均值為0.769，代表受評綜合券商經營上產生無效率之來源為生產規模之無效率，假若不考慮外在因素之衝擊則會低估純技術效率值，將造成廠商無效率來源之誤判，本文利用Wilcoxon符號等級檢定(Wilcoxon signed rank test)檢驗第一階段與第三階段效率值，顯示在1%的顯著水準下，第一階段與第三階段 DEA 估計之技術效率值、純技術效率值及規模效率值確實存在顯著差異；SFA迴歸評估結果顯示，營運據點數、董事規模、董監事股權質押比率對勞動投入差額呈顯著正向關係，2008金融風暴、業務集中度、業務風險、發放員工分紅對勞動投入差額呈顯著負向關係；營運據點數、業務集中度、業務風險、董事規模、董監事股權質押比率對資本投入差額呈顯著正向關係，2008金融風暴及發放員工紅利，對資本投入差額呈顯著負向關係；2008金融風暴、業務風險、發放員工紅利、董事規模、董監事股權質押比率對其他費用投入差額呈顯著正向關係，營運據點數、業務集中度，對其他費用投入差額呈顯著負向關係。

資料包絡分析法乃是利用數學規劃模式求取決策單位之相對效率，故本研究針對本文針對競爭激烈之金控環境下,14至15家金控子銀行進行推估其經營效率。 銀行經營效率評估，主要以財務比率法、資料包絡法及隨機生產（或成本）邊界法。財務比率法大多利用單一投入與產出之比值，不符合生產函數之理論架構；DEA已經針對投入與產出之關係，作一嚴謹的分析，而能推估數個投入與產出之效率指標，此一效率指標，較能評估各廠商之經營績效。本文運用Farrell對於多項投入及多項產出效率衡量的概念，去推估各金控子銀行從1999年至2004年的經營效率，並建議這些銀行如何去配置最佳技術效率組合。 本研究的結論得出公營金控公司子銀行的績效不如民營金控子銀行來的佳。且金控公司子銀行未來應加強創新，增進風險管理的能力，促使銀行、證券及保險平台的結合，以便提高競爭力。 / Data Envelopment Analysis (DEA) is a mathematical programming approach to accessing relative efficiencies within a group of Decision Making Units (DMUS). therefore this research controls the environment in view of this article in view of the competition intense gold next the bank to carry on,14 to 15 Financial company bankings pushes estimates its management efficiency. 　　The bank management efficiency appraised, mainly by Financial Ratio Approachs, Data Envelopment Approachs and The Stochastic production (or cost) Frontier Approachs. The financial ratio Approachs mostly uses the sole investment with to deliver the ratio, does not conform to theory of overhead construction the production function; DEA already aimed at the investment with to deliver the relations, made a rigorous analysis, but could push estimates several investments with to deliver the efficiency target. This efficiency target, comparatively can appraise management achievements various merchants. This article utilizes Farrell delivers the efficiency weight regarding many investments and many items the concept, pushes estimates various Jin K'ungtzu the bank from 1999 to 2004 management efficiency, and suggested how these banks do dispose the best technical efficiency combination. 　　This research conclusion obtains the public-operated gold to control the company sub- bank the achievements to be inferior to privately operated Financial company bankings comes good. Also the gold will control the company sub- bank future to be supposed to strengthen the innovation, will promote the risk management the ability, will urge the bank, the negotiable securities and insures the platform the union, in order to enhancement competitive ability.

京都大学 / 新制・課程博士 / 博士(農学) / 甲第23963号 / 農博第2512号 / 新制||農||1092(附属図書館) / 学位論文||R4||N5398(農学部図書室) / 京都大学大学院農学研究科生物資源経済学専攻 / (主査)教授 梅津 千恵子, 教授 伊藤 順一, 教授 松下 秀介 / 学位規則第4条第1項該当 / Doctor of Agricultural Science / Kyoto University / DGAM

Σκοπός της παρούσας διπλωματικής εργασίας είναι η μελέτη της μεθόδου bootstrap και η ανάπτυξη ενός αλγορίθμου bootstrap στη γλώσσα προγραμματισμού Matlab με σκοπό την επιλογή MPSS σε περιπτώσεις ανάλυσης της αποτελεσματικότητας όταν υπάρχει τεχνολογική ετερογένεια. Εκτός από τις τιμές της τεχνικής αποτελεσματικότητας με τη μέθοδο DEA που έχουν υλοποιηθεί και βρεθεί σε προηγούμενη εργασία, της οποίας συνέχεια είναι η παρούσα, βρίσκονται οι bootstrapped τιμές της αποτελεσματικότητας, δηλαδή οι τιμές χωρίς την παρουσία του θορύβου που μπορεί να αλλοιώσει τα αποτελέσματα καθώς και το διάστημα εμπιστοσύνης των τιμών. Δημιουργείται έτσι ένα ολοκληρωμένο πακέτο ώστε ο χρήστης να μπορεί να υπολογίζει τις παραπάνω τιμές των δεδομένων που θα εισάγει και οι οποίες θα αποθηκεύονται σε μορφή κατάλληλη για περαιτέρω επεξεργασία. / The purpose of this thesis is to study the bootstrap method and develop a bootstrap algorithm in Matlab programming language to select the MPSS analysis in cases of technical efficiency where there is technological heterogeneity.Besides the values of technical efficiency with DEA method that have been implemented and found in a previous work, we compute the bootstrapped values of efficiency, ie the values without the presence of noise that can affect the results and the confidence interval values. This creates a complete package so the user can calculate the above values of the data entered and will be stored in a form suitable for further processing.

Η παρούσα διατριβή έχει στόχο τη διερεύνηση της επίδρασης της νέας ιατρικής τεχνολογίας στην αποτελεσματικότητα παραγωγής των Μονάδων Εντατικής Θεραπείας (ΜΕΘ) στην Ελλάδα, καθώς και τον εντοπισμό των στοιχείων που επηρεάζουν τη διαδικασία λήψης αποφάσεων στο πλαίσιο του Εθνικού Συστήματος Υγείας (ΕΣΥ) για την υιοθέτηση ιατρικής τεχνολογίας. Για την εκτίμηση της αποτελεσματικότητας κάθε μονάδας, εφαρμόζεται η τεχνική bootstrapped DEA των Simar και Wilson (2007), ενώ για την διερεύνηση των στοιχείων που οδηγούν στην απόφαση υιοθέτησης γίνεται χρήση υποδειγμάτων probit. Κατόπιν, με τη χρήση υποδειγμάτων επιβίωσης εντοπίζονται οι παράγοντες που κατηγοριοποιούν τις Νοσοκομειακές μονάδες αναφορικά με το χρόνο υιοθέτησης. Ο αξονικός τομογράφος στα δημόσια νοσοκομεία χρησιμοποιείται σαν μελέτη περίπτωσης. Η μελέτη κατέδειξε ελλείμματα τόσο στην τεχνική αποτελεσματικότητα όσο και στην αποτελεσματικότητα κλίμακας στις περισσότερες μονάδες που εξετάστηκαν, κυρίως λόγω έλλειψης νοσηλευτικού προσωπικού. Τα αποτελέσματα δείχνουν ότι αν και η τεχνική αποτελεσματικότητα επωφελείται από την ενσωμάτωση των νέων ιατρικών τεχνολογιών, η αποτελεσματικότητα κλίμακας παραμένει ανεπηρέαστη. Αναφορικά με το την πιθανότητα και το χρόνο υιοθέτησης, διαπιστώθηκε ότι το μέγεθος του νοσοκομείου και η πληρότητα επιδρούν θετικά. Τέλος, τα συμπεράσματα επεξηγούν το βαθμό στον οποίο η υιοθέτηση νέας τεχνολογίας επηρεάζει τόσο την αποτελεσματικότητα των Νοσοκομειακών μονάδων γενικότερα, όσο και τη διαδικασία λήψης σχετικών αποφάσεων. Η παρούσα Διατριβή συμβάλλει στην γενικότερη ανάπτυξη της αποτελεσματικότητας του Συστήματος Υγείας και στην προώθηση του διαλόγου μεταξύ των εμπλεκόμενων στα θέματα διοίκησης και διαχείρισης του Συστήματος Υγείας. / This thesis aims to investigate the effect of new medical technology on the production efficiency of Intensive Care Units (ICUs) in Greece and unravel the elements which influence the decision making process concerning the adoption of new medical technologies in the context of the Greek Health System. In order to evaluate the efficiency of each Unit, the bootstrapped DEA of Simar and Wilson (2007) is applied, while a probit model is used for exploring the elements that lead to the adoption decision. Then, the factors that categorize hospitals regarding the timing of adoption are identified through the use of survival models. Computerized tomography in the Greek public sector is used as a case study. The study demonstrated deficits in both technical and scale efficiency in most Units, mainly due to lack of nursing staff. The results show that while technical efficiency has benefited from new medical technology integration, the scale efficiency remains unaffected. With respect to the likelihood and the time of adoption, it was found that the hospital’s size and plenitude have positive impact. Finally, the findings explain the extent to which health technology adoption affects both the hospital’s efficiency and the decision-making process. The present thesis contributes to the overall increase of the Health System efficiency as well as in promoting the dialogue between health administrators.

A tese trata de questões referentes à economia dos transplantes renais, enfocando os mecanismos institucionais e de incentivos relacionados à captação de órgãos no Brasil, bem como a eficiência dos estados brasileiros que captam e realizam tais transplantes. A questão investigada na tese por meio dos ensaios foi analisar os efeitos e as implicações da estrutura de incentivos sobre o número de órgãos (inclusive rim) captados, ou seja, sobre o comportamento do sistema público de transplantes. Buscou-se também avaliar a eficiência desse sistema e sua tendência de comportamento ao longo do período 2006-2011. Foi conduzida inicialmente uma apresentação de alguns fatos estilizados para a possível elaboração de estratégias referente ao problema de pesquisa, entre os quais se destacaram: i) o tamanho e o tempo de espera nas filas por transplante de órgãos, no período recente, vêm apresentando uma tendência crescente; ii) o Brasil ocupa o segundo lugar no número absoluto de transplantes renais, atrás apenas dos Estados Unidos; iii) o país apresenta o maior programa público de transplantes de órgãos sólidos; iv) o processo de captação de órgãos tem-se apresentado uma atividade com elevada variabilidade entre os estados brasileiros, gerando um desequilíbrio entre a oferta e a demanda por órgãos e v) o sistema de transplante renal é classificado como uma modalidade terapêutica eficiente. No segundo ensaio da tese, analisaram-se os mecanismos de incentivos oferecidos aos hospitais que realizam a captação de rim para transplantes no Brasil. A abordagem teórica usada foi o modelo Principal-Agente, num contexto de informação assimétrica. No modelo, o SUS foi classificado como o Principal (receptor de órgãos captados) e os hospitais captadores, como Agentes. O SUS, por meio de um contrato, busca maximizar o seu objetivo de obter o maior número de órgãos para transplante e, para atingi-lo, delega ações aos hospitais. Os Agentes decidem se lhes interessam criar uma estrutura e condições para a captação de tal órgão. De acordo com os resultados do modelo Agente-Principal, verificou-se que o SUS (Principal) tem adotado diversas medidas de incentivos aos hospitais que realizam a captação de órgãos, tais como: criação de um fundo específico para financiamento dos transplantes (FAEC - Fundo de Ações Estratégicas e Compensação); pagamento uniforme para hospitais universitários e não universitários; expansão dos tipos de procedimentos hospitalares a serem pagos pelo SUS; reajuste frequente das remunerações pagas por procedimento da Tabela de Procedimentos do Sistema de Informações Hospitalares do Sistema Único de Saúde; cursos e/ou encontros com os profissionais da saúde que atuam no processo de doação-transplante e criação de novos incentivos financeiros para hospitais que realizam transplantes na rede pública. Portanto, se os profissionais recebem maiores incentivos, esses podem agir com eficiência no processo de captação do órgão e, consequentemente, contribuem para que ocorra uma redução no tempo e nas filas de espera por transplantes. Objetivando avaliar a eficiência dos estados brasileiros no sistema de transplante renal e a produtividade deles ao longo do tempo, fez-se uso do ferramental da Análise Envoltória de Dados-DEA e do Índice de Malmquist e suas decomposições (efeito Emparelhamento e Deslocamento de Fronteira). Utilizou-se uma amostra de 22 estados no período 2006-2011. O método DEA com Retornos Variáveis de Escala (BCC) orientado no sentido do produto foi aplicado nesse estudo. Cada estado foi considerado como Unidade de Tomada de Decisão (DMU). Os dados classificados como inputs (recursos) foram os seguintes: gastos (nominal) totais com transplantes renais, gastos (nominais) com serviços hospitalares e gastos (nominais) com serviços dos profissionais relacionados ao setor. Como output (produto) foi usado o número de rins transplantados. Os resultados indicaram que existe entre os estados brasileiros uma discrepância significativa em relação à captação e o número de transplantes de rins. Isso gerou uma ineficiência no sistema de transplante renal no país e pode estar ocorrendo em virtude do funcionamento não adequado da gestão; do não seguimento das regras nacionais (como por exemplo, vinculação das equipes a centros transplantadores; distribuição adequada de imunossupressores; encaminhamento de órgãos não aproveitados para estados próximos; execução da tipagem HLA de toda a lista de espera de rim) que causam prejuízos aos pacientes; das comissões intra-hospitalares não ativas e das equipes hospitalares sobrecarregadas. Portanto, alguns estados que participam do processo de captação e doação de rins para transplante estão apresentando ineficiência em termos de ordem administrativa e operacional. / The thesis is about the economy of kidney transplants, focusing on the institutional mechanisms and incentives related to organ harvesting in Brazil, as well as the efficiency of the Brazilian states that perform such transplants. The essays investigated the effects and implications of the incentives structure on the number of organs (including kidney) harvested by the transplants public system. The efficiency of this system and its performance over the 2006-2011 period was also evaluated. Firstly some stylized facts related to the subject were presented, among which stand out: i) the size of queues and waiting times for organ transplantation in recent years have grown; ii) Brazil ranks second in the absolute number of kidney transplants, behind only the United States, iii) the country has the largest public program for solid organs transplantation, iv) the process of organ harvesting has high variability among Brazilian states, creating an imbalance between supply and demand for organs and v) the kidney transplantation system is as an effective therapeutic modality. In the second essay the mechanisms of incentives offered to hospitals that perform kidney harvesting in Brazil were analyzed. The theoretical model used was the Principal-Agent in a context of asymmetric information. In the model, SUS was rated as the Principal (receptor of harvested organs) and the harvesting hospitals, as agents. SUS seeks to maximize the number of organs for transplantation in a contract through which it delegates the harvesting to hospitals. Agents decide whether they are interested in creating a framework and conditions for harvesting organs. The results of the Principal-Agent model indicate that SUS (the Principal) has adopted various incentives to hospitals that perform organ harvesting, such as creating a specific fund to finance transplants (FCSA - Fund for Compensation and Strategic Actions); same payment for university and non-university hospitals, expanding the types of hospital procedures to be paid by SUS; frequent remuneration raises of the amount paid by the procedures in Table of Procedures of the Hospital Information System of the Unified Health System; courses and / or meetings with health professionals working in the donation-transplantation process and creation of new financial incentives to hospitals that perform transplants for the public system. So, if the professional receives stronger incentives, he will act more effectively in the organ harvesting and will thereby contribute to a reduction in waiting lines for transplantation. In order to evaluate the efficiency of the Brazilian states in kidney transplant and their productivity over time, the Data Envelopment Analysis-DEA was used and the Malmquist index and its decomposition (Pairing effect and Boundary Displacement) to a sample of 22 states over five years (2006-2011). The DEA model with variable returns to scale (BCC) directed towards the product was applied in this study. Each state was considered a Decision Making Unit (DMU). Data classified as inputs (resources) were the following: total amount spent (nominal) with kidney transplants, amount spent (nominal) with hospital services and amount spent (nominal) with the professional services related to that sector. As output (product) was used the number of transplanted kidneys. The results indicated that there is a significant discrepancy among the Brazilian states in harvesting and transplanting kidneys. This fact has led to inefficiency in the country’s kidney transplant system and it may be so due to inadequate management, to ignoring natiimmunosuppressants; forwarding not used organs to nearby states, implementation of HLA exam to the entire waiting list for kidney transplant) causing harm to patients; to inactive in-hospital committees and to overloaded hospital staff. Therefore, some states in the process of kidney harvesting and transplantation are showing operational and managerial inefficiencies.onal directives (eg, vinculating teams to transplant centers; proper distribution of immunosuppressants; forwarding not used organs to nearby states, implementation of HLA exam to the entire waiting list for kidney transplant) causing harm to patients; to inactive in-hospital committees and to overloaded hospital staff. Therefore, some states in the process of kidney harvesting and transplantation are showing operational and managerial inefficiencies.

Submitted by Vanessa Gonçalves (vangoncalves@yahoo.com) on 2012-01-24T01:10:56Z No. of bitstreams: 1 versao_final_tese.pdf: 18933999 bytes, checksum: f8caa00fc36a9cbb589aef31c1832639 (MD5) / Approved for entry into archive by Suzinei Teles Garcia Garcia (suzinei.garcia@fgv.br) on 2012-01-24T11:30:34Z (GMT) No. of bitstreams: 1 versao_final_tese.pdf: 18933999 bytes, checksum: f8caa00fc36a9cbb589aef31c1832639 (MD5) / Made available in DSpace on 2012-01-24T12:17:01Z (GMT). No. of bitstreams: 1 versao_final_tese.pdf: 18933999 bytes, checksum: f8caa00fc36a9cbb589aef31c1832639 (MD5) Previous issue date: 2011-12-12 / A partir dos objetivos propostos pelas políticas nacionais de saúde, ambientais e de saneamento básico buscou-se analisar os efeitos da cobrança pelo uso da água no setor de saneamento básico, visando identificar possíveis variações causadas por este instrumento econômico no acesso à água, na qualidade do produto ofertado e na qualidade do serviço prestado. Ainda, por se tratar de um serviço público, analisamos a performance técnica das empresas paulistas do setor de saneamento básico na prestação deste serviço por meio da metodologia Data Envelopment Analysis. Esta ferramenta resulta em um indicador de desempenho, com base na melhor relação input/output, ao estabelecer um ranking de eficiência médio a partir das práticas mais eficientes de cada unidade produtiva. / Based upon the goals proposed by Health, Environmental and Sanitation National Policies, this study aimed to examine the effects of water charges in the sanitation sector. The purpose was to identify possible variations caused by this economic instrument in water distribution access, the quality of the product offered and the quality of the service provided. Since it is a public service, we analyzed São Paulo sanitation companies at the technical performance in providing this service using Data Envelopment Analysis. This tool results on a performance indicator, on the basis of the best input /output relationship, by establishing a ranking of medium efficiency from the most efficient practices for each production unit.

Atrair usuários para o transporte coletivo e manter os que já utilizam é essencial para fomentar cidades mais sustentáveis. Melhorar a qualidade do transporte urbano por ônibus e considerar a visão do usuário, portanto, torna-se relevante. O benchmarking é uma ferramenta reconhecida de gestão da qualidade que permite comparar sistemas, identificar referências de boas práticas e promover trocas de experiência. Neste contexto, aliar o processo de benchmarking com avaliações de satisfação dos usuários do transporte coletivo tem um grande potencial para promover uma gestão mais efetiva e focada nas necessidades e desejos dos usuários do transporte. A comparação da percepção dos usuários de diferentes sistemas, entretanto, possui diversos desafios devido à falta de padronização na coleta de dados, subjetividade e vieses socioculturais dos respondentes. Este trabalho apresenta três métodos que buscam superar estes desafios e permitir a realização de análises de benchmarking com dados de satisfação dos usuários de diferentes cidades A primeira análise consiste na normalização das notas de satisfação para reduzir vieses sociais e culturais. A segunda aplica a análise envoltória de dados para identificar sistemas de transporte eficientes na visão dos seus usuários. Por fim, a terceira análise consiste na aplicação de análise de clusters para identificar relações entre perfis de usuários e as respectivas avaliações de satisfação em diferentes cidades. Os métodos mostram-se adequados para comparação de sistemas, permitindo identificação de metas, prioridades, benchmarks e entendimento de particularidades dos diferentes públicos. As análises apresentam distintos graus de complexidade de aplicação e de obtenção dos dados. Cada um dos métodos proporciona uma visão distinta a partir dos dados disponíveis, que permite que se definam benchmarks e auxilie na definição de diretrizes de melhorias. / Attracting users to public transport and maintaining the ones that already use it is essential to fostering more sustainable cities. Therefore, improving the quality of bus transit systems and considering the users’ vision becomes relevant. Benchmarking is a recognized quality management tool that allows comparing systems, identifying references to good practices and promoting exchanges of experience. Aligning benchmarking process and users’ satisfaction of public transport have great potential to become the management more focused and effective to the needs and desires of the users. However, comparing the perception of users of different systems results in several challenges due the lack of standardization of data collection, subjectivity and socio cultural biases. This study proposes the application of three methods aiming to overcome these challenges and to allow benchmarking analysis with users’ satisfaction data of different cities. The first analysis consists in normalizing satisfaction scores to reduce social and cultural biases. The second one applies Data Envelopment Analysis (DEA) to identify efficient transport systems in users’ view. The third one consists in using clusters analysis to identify relations between users’ profiles and their respective satisfaction in different cities. The methods are adequate for comparing systems, allowing goals identification, priorities, benchmarks and understanding of different audiences’ particularities. The analyses present different degrees of application complexity and data collection. Each method provides a distinct view from available data, which allows defining benchmarks and assist in improvements guidelines.