Date Added: May 2011
Operational effectiveness goes beyond efficiency while it incorporates exogenous variables, non-controllable by the service units. Effectiveness is a fundamental driver for the success of an operational unit within a competitive environment. In this paper, the authors seek to identify the active units that meet both the high or technical efficiency and the perceived high quality criteria. They also aim to develop a roadmap for effectiveness for every operational unit and they consider the feasibility of the results produced by the effectiveness assessment process in the short run.