Measuring Efficiency of Telecommunication Customer Service Centres Using Data Envelopment Analysis
Journal Title: Scholars Journal of Economics, Business and Management - Year 2015, Vol 2, Issue 1
Abstract
This paper investigates the relative efficiency of customer service centres for a telecommunication company in Malaysia using Data Envelopment Analysis (DEA). Thirteen customer service centres located across Klang Valley area are selected asDecision Making Units (DMUs) with four input factors such as cost of manpower, materials, premise rental and goods sold and three output factors such as revenue from service commission, retails sales and amount of bill collection. A recent robust DEA model, Kourosh and Arash Model (KAM) is applied to discriminate between DMUs appropriately. There are 9 technically efficient DMUs which 3 of them are efficient with 10-8-Degree of Freedom (DF) and others were inefficient with 10-8-DF. Simulations are performed with Microsoft Excel Solver 2013. Keywords: Data envelopment analysis, Kourosh and Arash method, Efficiency, Telecommunication, Ranking.
Authors and Affiliations
Aziah Yahya, Muhammad Ashraf Khalid, Sarimila Kanawarthy, Dariush Khezrimotlagh
Keywords
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