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Multi-criteria Performance Evaluation Framework for Rehabilitation Service Operations

Rehabilitation or post-disaster relief is an important service operation performed by the government and non-government authorities after a calamity. Managing such services at a short notice requires a lot of back office preparations. The services offered during the rehabilitation process are usually carried out in different phases, and it often takes long time for the situation to return to normalcy. Evaluating performances of such services would not only ensure a proper planning but also provide better-organized efforts to mitigate the aftereffects of such instances occurring in future. In this work, we propose a generic framework for evaluating the performances of the services offered during the rehabilitation at various phases. This two-stage methodology uses multi-criteria decision-making tools such as data envelopment analysis and analytic hierarchy process. An application of Malmquist Productivity Index is also illustrated to track the improvements over a number of such occurrences. The approach provides an opportunity to identify the scope of improvements, if such situation/s repeat in future. To understand the scope of the work, a broad classification scheme (of various types of disasters) is proposed in this article. This scheme of categorization is based on dimensions of the frequency, the impact and the duration of occurrence. The proposed methodology is systematic and easy to implement, which makes it a favourable candidate for the acceptance by a wider group of practising managers.