ICIEOM2020_FULL_0001_37486
MEASUREMENT OF EFFICIENCY FOR E-COMMERCE CUSTOMER SERVICE UNDER DATA ENVELOPMENT ANALYSIS
ÁREA: 01. Operations and Process Management
RESUMO:
Data Envelopment Analysis (DEA) is a method for measuring the efficiency of decision processes which has multiple sources (inputs) to be reduced and outcome (outputs) variables to be increased. This paper employs DEA to assess efficiencies amongst e-commerce?s customer services teams. Due to the COVID-19 pandemic, many consumers are buying in online stores, standing out this kind of enterprise service. An area of development in recent years has been devoted to applications of DEA which performs measurements using, simultaneously, the increasing of desirable outputs and decreasing of undesirable output for the operational efficiency of decision-making units (DMUs). The model was chosen because it can cover the outcome of legal fees of a company, which is expected to be reduced due to financial expenses and the image of a corporation. The objective is evaluating the operational performance of different teams in the company to measure the teams which are not performing well in relation to the others and how much each one must improve to become efficient.
PALAVRAS-CHAVE:
data envelopment analysis; customer service; operational excellence
DOI: 10.14488/ijcieom2020_full_0001_37486
RESUMO:
Data Envelopment Analysis (DEA) is a method for measuring the efficiency of decision processes which has multiple sources (inputs) to be reduced and outcome (outputs) variables to be increased. This paper employs DEA to assess efficiencies amongst e-commerce?s customer services teams. Due to the COVID-19 pandemic, many consumers are buying in online stores, standing out this kind of enterprise service. An area of development in recent years has been devoted to applications of DEA which performs measurements using, simultaneously, the increasing of desirable outputs and decreasing of undesirable output for the operational efficiency of decision-making units (DMUs). The model was chosen because it can cover the outcome of legal fees of a company, which is expected to be reduced due to financial expenses and the image of a corporation. The objective is evaluating the operational performance of different teams in the company to measure the teams which are not performing well in relation to the others and how much each one must improve to become efficient.
PALAVRAS-CHAVE:
data envelopment analysis; customer service; operational excellence
DOI: 10.14488/ijcieom2020_full_0001_37486
AUTORES:
LUIS FELIPE SOARES DOS SANTOS
UNIVERSIDADE FEDERAL FLUMINENSE
LIDIA ANGULO MEZA
UNIVERSIDADE FEDERAL FLUMINENSE
LUIS FELIPE SOARES DOS SANTOS
UNIVERSIDADE FEDERAL FLUMINENSE
LIDIA ANGULO MEZA
UNIVERSIDADE FEDERAL FLUMINENSE
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