Compensation Services manages return to work, wage loss, pension and health-care benefits
to injured workers, and those suffering from occupational diseases. This thesis presents the
methodology and results of a comprehensive study conducted to determine the relationships
between existing performance measures, quantify the factors influencing these performance
measures, and deterrriine relative efficiencies across case management operations.
We use principal components analysis, cluster analysis, and multiple regression to derive the
relationships between performance outcomes and influencing factors. We then use data
envelopment analysis, incorporating these multiple inputs and outputs, to assess overall
relative efficiencies and set performance targets.
The analysis has brought about an increased understanding of service delivery location
performance and performance measurement. Results may be used to provide managerial
decision support, communicate best practices, and serve as a basis for further efficiency or
quality initiatives. The factors accounted for in the multivariate analysis can explain between
20% - 50% of the variability in key performance outcomes across case management desks.
The overall efficiency analysis revealed strong performers both within case management
offices and across regions. Four case management offices consistently contain strongperforming
case management desks across several methods of evaluating efficiency.
Transferring best practices has the potential to significantly increase relative efficiency
improvements for case management desks across the province. / Business, Sauder School of / Graduate
| Identifer | oai:union.ndltd.org:UBC/oai:circle.library.ubc.ca:2429/12230 |
| Date | 05 1900 |
| Creators | Tang, Kevin Berenato |
| Source Sets | University of British Columbia |
| Language | English |
| Detected Language | English |
| Type | Text, Thesis/Dissertation |
| Format | 4422261 bytes, application/pdf |
| Rights | For non-commercial purposes only, such as research, private study and education. Additional conditions apply, see Terms of Use https://open.library.ubc.ca/terms_of_use. |
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