Measuring the Performance and Productivity of select Business Process Outsourcing Organizations: An Implementation of Data Envelopment Analysis (DEA) and Clustering Analysis

Abstract

The use of complex tools and statistical models supports managers in measuring the efficiency of organizations based on its productivity. This paper presents combined Data Envelopment Analysis based on data mining performed and applied in a BPO database and used for clustering analysis to evaluate the efficiency of the DEA tools being integrated. This paper reports the investigation results on the performance efficiency of productivity-driven Business Process Outsourcing companies in the Philippines.  The results of the study will be used to inform decision maker who specialize in efficiency analysis to design decisions support and executive support system to contain a quality indicator of efficiency in a productivity-driven company.