Novel Service Efficiency Evaluation and Management Model

Abstract

Numerous scholars have invested in the research of service innovation management, hoping to find a more objective and scientific service efficiency evaluation and management model so as to stride forward towards the goal of smart innovation management. In the service operating system, the multi-workstation service operation is one of the common service operation models. Some studies have pointed out: apart from a good service attitude, the service operation time of each workstation is a key factor which measures the performance of the workstation’s service operation. Therefore, this paper proposed a standardized concept with a service operation efficiency evaluation index. This index is not only convenient and easy-to-use, but it also has a one-to-one mathematical relationship with the performance achievement rate. Next, the radar evaluation chart was employed to evaluate the service efficiency of each workstation. First, according to the upper confidence limit and the required value of the index, the minimum value (MV) of the index estimator was derived and marked on each radar line; at the same time, all MVs were connected to form a control block. When the point estimate of the index does not fall into the control block of the radar chart, it represents that the service operation efficiency of the workstation has not reached the required level, so it needs to be improved. Because this model can directly compare the point estimate of the index with the MV, it can judge whether the service operation efficiency reaches the required level. In this way, the advantage of simple and easy-to-use point estimate can be maintained, and the risk of misjudgment caused by sampling errors can be reduced as well, which is helpful for the service industry to move towards the goal of intelligent innovation management. This method is not only applied to the performance evaluation of the multi-workstation service operation process but also applicable to the performance evaluations of other service operations.

Keywords

• multi-workstation service operation
• service efficiency index
• radar evaluation chart
• minimum value
• control block