Robert Graham Dyson

“Soft Operation Research and Practice: The Contribution of the Founders of Operations Research” explores two themes relating to the 43 people whose profiles constitute the Assad and Gass book referred to in the article. First, it explores the direct influence of the founders on the development of soft operations research (OR) and the alignment of their work with the characteristics of soft OR. Second, it explores how many key early developments of OR stemmed from the founders’ engagement with practice. It is argued that the affinity of the founders with soft OR and with its emphasis on process in the framing and formulation of problems should therefore be universally recognized as a legitimate branch of OR within its practice and evidenced within its publications. It is additionally argued that all academics should see engagement with practice as a fertile source of stimulation and ideas.

Journal of the Operational Research Society (JORS) is the world's longest established OR journal and an official journal of The OR Society. It is the aim of the Journal to present papers which are relevant to practitioners, researchers, teachers, students and consumers of operational research, and which cover the theory, practice, history or methodology of OR.

Purpose – The purpose of this paper is to illustrate the effect of including the customer as a resource in efficiency measurement. Variations in counting the customer illustrate the different impacts on efficiency between a transactional and a relational approach to bank branch marketing. Design/methodology/approach – The paper uses data envelopment analysis to analyse the efficiency of the branch network under consideration. This technique, while well established in the bank branch efficiency literature, is used here to gain insight into how relationship and transactional paradigms are affecting performance. Findings – Although the average profile of the efficiency scores was similar, the scores of the individual branches differed greatly depending on how customers were counted. Some branches then can be typified as relationship oriented while others as transactions oriented bearing in mind that all branches have both remits. Practical implications – Future research in efficiency measurement should include customers as a resource of the bank given the importance of them for the activity of co-production. Careful consideration is required however of the method of accounting for these customers bearing in mind that different conceptualisations may significantly affect the efficiency score of the individual branches. Originality/value – This paper sheds light on what is happening at branch level in a large network in the UK in terms of how transactions and relationship marketing approaches are affecting efficiency scores and the objectives of the branch. It also answers a call for research into organisations that simultaneously use relationship and transactions marketing.

This paper discusses a number of applications of data envelopment analysis and the nature of uncertainty in those applications. It then reviews the key approaches to handling uncertainty in data envelopment analysis (DEA) (imprecise DEA, bootstrapping, Monte Carlo simulation and chance constrained DEA) and considers their suitability for modelling the applications. The paper concludes with suggestions about the challenges facing an operational research analyst in applying DEA in real-world situations.

Primary care is currently at the heart of the UK National Health Service policy. Primary care trusts have the crucial role of improving the efficiency and equity in primary care delivery. However, few studies have focused on performance assessment in primary care provision. In this paper, we examine the role of data envelopment analysis (DEA) in helping decision makers to understand and improve the performance of primary care practices. We discuss the results from a study of 14 practices in England in terms of their delivery of diabetes services. In order to take into account the multiple values that underlie public services provision, we have considered several different perspectives for evaluation. These were: technical, allocative and cost efficiency, clinical and patient-focused effectiveness, and equity. The approach adopted involved a deep engagement with the practices. The purpose was to understand the structures and processes supporting effective practice using DEA in a formative role rather than the more usual summative role with a large data set. This approach is in the tradition of the developmental engagement approach of operational research.