Performance evaluation of service operations from Live Line works

Abstract

Managers are challenged to improve their service operations and a math technique called balanced benchmarking (DEA) provides them with a sophisticated mechanism by which to assess and manage the effectiveness of different branches, units or teams. The technique enables companies to benchmark and locate best practices that are not visible through other commonly used management methodologies. It's unique both in its ability to identify paths to improve productivity and in its value as a complement to other analytic techniques. Simultaneously considers the multiple resources used to generate multiple operations services, along with the quality of the services provided. In this case we will present an study where a Live Line work were performed in different teams with multiple resources and practices (insulated equipment, live line tools, man-hour, totaltime), resulting in a resource utilizations and jobs completion benchmarking that showed up the huge difference between team's performance.