Developing service assessment metrics
Department of Civil, Environmental, and Geospatial Engineering
Developing performance metrics for assessing the efficiency of services is a growing need within organizations. The Engineering Information Technology (EIT) Department at Michigan Technological University (MTU) is a service-based organization. The User Services branch of EIT responds to a wide range IT service requests from users and attempts to resolve them with as little delay as possible. This paper presents a methodology to develop a metric that can be used to establish the level of service for MTU EIT. The current service delivery was assessed using a two pronged approach: by statistically characterizing the service times using historical service request records, and by accounting for both the service providers' and users' perception of the current service delivery using a structured survey. Using this analysis, and the idea of a service being a shared platform for co-creation of value, between service provider and customer, a trade-off based model was developed to identify the level of service that EIT can deliver given its resource constraints. A Senior Design project team in the Service Systems Engineering program conducted the work in this paper.
Proceedings ACM SIGUCCS User Services Conference
Developing service assessment metrics.
Proceedings ACM SIGUCCS User Services Conference, 1-6.
Retrieved from: https://digitalcommons.mtu.edu/michigantech-p/2247
© 2011 ACM. Publisher’s version of record: https://doi.org/10.1145/2070364.2070366