Fonte: Journal of Tourism & Development; n. 2 (2004); 55-67
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Resumo: Measurement of operating efficiency is indispensable for service businesses. Modem and rigorous methodologies for quantifying overall efficiency are required in competitive sectors such as the restaurant industry in Spain. For example, chain restaurant managers need tools for carrying out a benchmarking process among their own or franchised restaurants to identify which ones are inefficient and, as result, set targets for the improvement of their inputs and outputs in order to make them efficient. For this purpose, a methodology known as data envelopment analysis is used to measure the overall operating efficiency of a leading Spanish restaurant chain. The study found that, by correcting the inefficiencies identified through the model, profit improvements amounting over 1.5 million euros could be achieved.
