Optimizing Branch Performance in The Cleaning Service Industry: A Data Envelopment Analysis Approach
DOI:
https://doi.org/10.54010/wnesrd.v5i1.29Keywords:
Branch Performance, Cleaning Services, Data Envelopment Analysis (DEA), Resource ManagementAbstract
In the competitive landscape of the service industry, efficient resource management and customer satisfaction are critical for sustained success. This study evaluates the operational efficiency of Cleaning Services company with five branches in the Jakarta Metropolitan Area, by applying Data Envelopment Analysis (DEA). The branches –(Jakarta, Bekasi, Bogor, Depok, and Tangerang) exhibited significant disparities between their target and actual numbers of employees and customers for 2023. The DEA methodology provided a comprehensive assessment of each branch's efficiency, considering both workforce deployment and customer acquisition. Results indicated that the Depok branch, with an efficiency score of 0.87, excelled in employee management, while the Bogor branch, with a score of 0.82, led in customer acquisition. Conversely, the Jakarta branch was the least efficient with a score of 0.45, highlighting substantial challenges in both areas. The findings underscore the limitations of traditional performance metrics and the need for a holistic evaluation approach. This study recommends a tailored strategy for each branch, focusing on leveraging strengths and addressing specific weaknesses. Regular application of DEA is suggested for continuous performance monitoring and improvement. By adopting these strategies, the cleaning services company can optimize its operations, enhance employee satisfaction, and improve customer loyalty, thereby achieving balanced and sustainable growth.
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