Service and Delivery
Knowledge Element: Completing service request
Definition of Knowledge Element:
Know how to carry out the organisational aspects of a service request including charging, materials, engineering and records.
A very brief summary of the Knowledge:
A service request will originate from a customer but may be passed by an internal staff member after some assessment has been carried out as to the nature of the requires. It will then be clear if materials are needed to complete the request and whether and engineering visit is required. In such cases, these should be organised. An invoice should be ready to send as soon as the work is complete.
A summary of expert opinion:
The knowledge named 'Completing service request' is considered to be very important.
In addition, the knowledge is thought to be slightly difficult to replace, it is mostly learned by study, and Between 7% and 30% of Group are Experts.
It is also knowledge mostly used generally, and generally stable knowledge.
See Parameter table below for more detail.
Risk:
This knowledge element has a risk value of 3.93, 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 3.892 (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:
| Customer Services | |||
| Completing service request | |||
|---|---|---|---|
| Return Materials procedure | Organise parts availability and or delivery | Organise engineers visits | Invoicing procedure |
Postrequisite knowledge implies that Completing service request 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 Completing service request is possible.
This node has a prerequisite family consiting of 5 nodes, including the direct prerequisite knowledge shown above.
Parameters assigned for Completing service request.
| Identifier | Name | Value | Clarifier | Weight | Study Mean |
P1 |
Importance |
7.0 |
very important |
1.0 |
6.34 |
P2 |
Recovery |
2.0 |
slightly difficult to replace |
1.0 |
3.38 |
P3 |
Study-Exp |
1.0 |
mostly learned by study |
1.0 |
3.46 |
P4 |
Known By |
1.0 |
Between 7% and 30% of Group are Experts |
-1.0 |
2.80 |
P6 |
Specialised |
2.0 |
knowledge mostly used generally |
1.0 |
5.05 |
P7 |
Stability |
8.0 |
generally stable knowledge |
-0.7 |
6.41 |
People Involved with Completing service request:
| Person | Expert | Capable | Responsible | N S Jones | --- |
Yes |
--- |
S P Evans | --- |
Yes |
Yes |
E N Roberts | --- |
Yes |
--- |
|---|
Computed Similarity
The most similar node to Completing service request is Direct shipment.
The most dissimilar node to Completing service request is Service Evaluation.