Service Evaluation
Know how to design service evaluation schemes, how to monitor service delivery and how to evaluate performance and design improvements
Knowledge Node Summary
A service evaluation scheme must monitor aspects of the service that are indicators of its success. These indicators may range from quantifiable measures such as the response time to a fault call to more subjective measures such as customer feedback. It is possible to make the subjective measures more useful by designing a format or framework where for instance, customer feedback is to be logged. The implementation of an evaluation scheme must be rigorous and long term.
A summary of expert opinion:
The knowledge named 'Service Evaluation' is considered to be quite important.
In addition, the knowledge is thought to be very difficult to replace, it is generally learned from experience, and there are less than 1 person to deliver this knowledge.
Opinion is that it it requires 1 person to deliver this knowledge, it is specialised knowledge, and is modelrately stable knowledge.
The learn time for this node given an understanding of the prerequisites, is about 2 weeks. The estimated learn time for the entire knowledge structure of this node is about 1 year.
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