Service and Delivery

Knowledge Element: Service Evaluation

Definition of Knowledge Element:

Know how to design service evaluation schemes, how to monitor service delivery and how to evaluate performance and design improvements

A very brief summary of the Knowledge:

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 almost impossible to replace, it is mostly learned from experience, and Less than 6% of the Group are Experts.
It is also specialised knowledge, and quite frequently changing knowledge.
See Parameter table below for more detail.

Risk:

This knowledge element has a risk value of 7.7, whilst the average risk for the whole knowledge structure is 4.862. Consult the RISK page for more details.

This knowledge is one of the higher risk items in the knowledge structure. Its risk value of 7.7, can be compared with the average risk for the highest ten percent of the knowledge, of 7.412 and the average risk for the whole map stated above.

The average risk of the prerequisite family of this knowledge node is 5.992 (adjusting for nodes with few members of the prerequisite family).

This figure for the average risk of the prerequisite family is in the top ten percent of high risk for this knowledge study.

The average normalised prerequisite family risk of the whole map 2.122, whilst the average for the top ten percent family risk is 5.152.

Knowledge linked by learning dependency:

Postrequisite knowledge implies that Service Evaluation must be understood before for a person can gain a full understanding of the knowledge listed in the top row of the Linked Knowledge table.

Prerequisite knowledge (bottom row in the Linked Knowledge table), is knowledge that should be understood before a full understanding of Service Evaluation is possible.

This node has a prerequisite family consiting of 6 nodes, including the direct prerequisite knowledge shown above.

Parameters assigned for Service Evaluation.

People Involved with Service Evaluation:

Computed Similarity

The most similar nodes to Service Evaluation are Design service improvements and Design service evaluation schemes.

The most dissimilar node to Service Evaluation is Organise Accommodation.