This book guides managers and other readers in the use of DBA as a benchmarking technique to 1) identify high cost service units, 2) identify specific changes to each service unit to elevate their performance to the best practice services level providing high quality service at low cost, and 3) guide the improvement process. Bvery XX Preface assertion and method described herein is supported by an application to an organization that sought to improve performance. Areas where DBA is beneficial and where it can provide only limited benefits are discussed in the context of results and managements' reaction to the DEA findings.