Simultaneous evaluation of efficiency, input effectiveness, and output effectiveness: An application in after sales services agents

Purpose The purpose of this paper is to develop a data envelopment analysis (DEA) technique that simultaneously measures efficiency and effectiveness to provide a comprehensive appraisal of the productivity. Additionally, an algorithm is recommended to determine targets that are used for measuring effectiveness. Design/methodology/approach In this paper, for measuring productivity, a new methodology based on non-parametric mathematical DEA technique was presented. The proposed procedure is able to compute the efficiency input effectiveness, and output effectiveness, simultaneously. Findings By comparing with previous models, the authors’ proposed integrated model generates more detailed results and has more discriminating power. Originality/value To the best of the authors knowledge, there is not any study in which a non-parametric mathematical approach measures productivity through simultaneous combining of the effectiveness, including input effectiveness, and output effectiveness, and the efficiency.