Performance measurement with classification information: an enhanced additive DEA model

This paper presents an improved measurement tool for evaluating performance of branches within a major Canadian bank. While there have been numerous previous studies of performance in the banking industry, particularly at the branch level, this study is different in a very significant way: specifically two kinds of data are used to develop the model. The first type of data is that related to standard transactions, available from any bank;, such have formed the basis of numerous previous studies. The second type of data, obtained from the site studied, is classification information, based on branch consultant/expert judgment as to good and poor performance of branches. The purpose herein is to present a modified version of an existing benchmarking model, data envelopment analysis (DEA), and to show how this tool is applied in the banking industry. The mechanism used herein to incorporate expert knowledge within the DEA framework is to first apply a discriminant or classification tool, to quantify the functional relation that best captures the expert's mental model for performance. The outcome of this first phase is an orientation of variables to aid in the definition of inputs and outputs. The resulting orientation then defines the DEA model that makes up the second phase of the model. (C) 2003 Elsevier Ltd. All rights reserved.