Service and Delivery

Knowledge Element: Establish evaluation criteria

Definition of Knowledge Element:

Know how to design a set of criteria that can be used to evaluate products and services

A very brief summary of the Knowledge:

Services will usually have some clearly visible criteria that relate directly to the service offered. Additional criteria will be required to establish how well the service will be provided. For instance the speed of response to a fault call will be affected by what customers feel is reasonable and whether their need is urgent.

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Information on how to establish evaluation criteria

A summary of expert opinion:

The knowledge named 'Establish evaluation criteria' is considered to be very slightly important.
In addition, the knowledge is thought to be almost impossible to replace, it is learned with a study experience balance, and Less than 6% of the Group are Experts.
It is also specialised knowledge, and quite stable knowledge.
See Parameter table below for more detail.

Risk:

This knowledge element has a risk value of 6.7, whilst the average risk for the whole knowledge structure is 4.862. Consult the RISK page for more details.

The average risk of the prerequisite family of this knowledge node is 3.222 (adjusting for nodes with few members of the prerequisite family).

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 Establish evaluation criteria 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 Establish evaluation criteria is possible.

Each of the 2 prerequisite knowledge elements shown in the table is a leaf node. That means that each element has no further prerequisites.

Parameters assigned for Establish evaluation criteria.

People Involved with Establish evaluation criteria:

Computed Similarity

The most similar nodes to Establish evaluation criteria are Design service improvements and Design service evaluation schemes.

The most dissimilar node to Establish evaluation criteria is Basic OS usage.