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The Global ETD Search service is a free service for researchers
to find electronic theses and dissertations. This service is
provided by the
Networked Digital Library of Theses and Dissertations.
Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
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Showing 1 to 2 of 2 (0.091 seconds)Spelling suggestions: "subject:"none controllable variables"" "subject:"noun controllable variables""
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Evaluating Customer Service Representative Staff Allocation and Meeting Customer Satisfaction Benchmarks: DEA Bank Branch AnalysisMin, Elizabeth Jeeyoung 14 December 2011 (has links)
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.
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Evaluating Customer Service Representative Staff Allocation and Meeting Customer Satisfaction Benchmarks: DEA Bank Branch AnalysisMin, Elizabeth Jeeyoung 14 December 2011 (has links)
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.
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