Robust Optimization and Confidence Interval DEA for Efficiency Evaluation with Intervals Case Study: Evaluating CRM Units in a Call Center in Tehran

Subject Areas : International Journal of Data Envelopment Analysis

Shabnam Mohammadi ¹ , Mohammad Jafar Tarokh ² , Emran Mohammdi ³

1 - MSc. Student in E-Commerce, Industrial Engineering, K.N Toosi University, Tehran, Iran
2 - IT Group, Industrial Engineering, K.N Toosi University, Tehran, Iran
3 - Industrial Engineering, Iran University of Science & Technology, Tehran, Iran

Received: 2016-08-15 Accepted : 2016-11-25 Published : 2017-01-01

Keywords: Interval data, DEA, robust optimization, CRM,

Abstract :

Volatility and uncertainty of the real world is inevitable. Changes in input and output units make the loss of confidence in the results obtained from the performance assessment. To overcome this problem robust optimization suggested.in previous studies, measuring of interval efficiency were calculated based on optimistic viewpoint and pessimistic view point, while we believe that this approach ignores the frequency distribution that could affect ranking of DMUs. In present study, we try using Interval estimation of the mean, to Increase the confidence of efficiency by considering scattered data. At the end, we compare the obtained result of confidence interval DEA and robust DEA (RDEA) ranking in, terms of uncertainty.

References:

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