Design service evaluation schemes

Know how to design schemes that will evaluate the performance of a service in terms of its quality and efficiency. This includes knowing how to decide upon the factors that will be used as metrics for a service.

Knowledge Node Summary

It may not be impossible to measure every aspect of a service so it is important to be able to identify key points within a service or elements of the service that are indicators of success. When the factors to monitor are chosen, it is then necessary to decide how they will be monitored, how often they will be monitored and how frequently the data will be inspected. It is also necessary to set a baseline standard so that any improvement can be clearly seen.

A summary of expert opinion:

The knowledge named 'Design service evaluation schemes' is considered to be a little 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 mostly specialised knowledge, and is frequently changing knowledge.
The learn time for this node given an understanding of the prerequisites, is about 3 months. The estimated learn time for the entire knowledge structure of this node is about 6 months.