Measuring and Enhancing the Performance of Closely-Linked Decision Making Units in Supply Chains Using Customer Satisfaction Data

@inproceedings{Liangrokapart2001MeasuringAE,
  title={Measuring and Enhancing the Performance of Closely-Linked Decision Making Units in Supply Chains Using Customer Satisfaction Data},
  author={Jirapan Liangrokapart and Michael S. Leonard},
  year={2001}
}
Successful managers are concerned with customer satisfaction. This paper presents a method to compare the performance of organizational units within a supply chain using data envelopment analysis with measures of customer satisfaction as outputs and resources consumed by the units as input. Applications in three supply chain environments are presented.