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Table 4 Calculation of different index items for “star” grading

From: Construction and application of service quality evaluation system in the preclinical research on cardiovascular implant devices

Primary indicators

Secondary indicators

Formula

Value Interpretation

Professionalism

Brand imagine C11

X = A/5

A value may equal to 1, 2, 3, 4 or 5

1:unqualified. 2:obtain a lower level qualification.

3:In the top ten of the mainstream of provinces and cities, occupy a larger market share and achieve higher level qualifications.

4:In the top ten of government, industry, manufacturers and users on a national scale, occupy a larger market share and achieve higher level qualifications.

5:Leading in the government, industry, manufacturer and users on a national scale, occupy a larger market share and achieve highest level qualifications.

0 < X ≤ 1, the closer to 1, the better

Personnel’s technical ability C12

X = X1*70% + X2*30%

X1 = A/B

A = the number of service personnel who obtain corresponding professional qualification

B = the total number of service personnel

X2 = C/B

C = the number of service personnel who obtain the service related bachelor or above degree

0 ≤ X ≤ 1, the closer to 1, the better

Facility and equipment attractiveness C13

X = A/5

A value may equal to 1, 2, 3, 4 or 5

1: No tools available

2:Tools are used in some services, but they are less matched

3:Tools are used in some services, and they are well matched

4:Tools are used in all services, but not exactly all matched.

5:Tools are used in all services and fully matched.

0 < X ≤ 1, the closer to 1, the better

Professional service procedures C14

X = A/5

A value may equal to 1, 2, 3, 4 or 5

1: Neither establish documented service process, the implementation is also very poor

2: No documented service process, but the implementation is good

3: A documented service process was established, but implemented poorly.

4: A documented or automated service process is established and implemented well

5:Passed ISO/IEC 20000 certification and implemented well

0 < X ≤ 1, the closer to 1, the better

Functionality

Integrity of project completion C21

X = A/B

A = the actual number of functions implemented

B = the number of functions agreed in the service contract

0 ≤ X ≤ 1, the closer to 1, the better

Sufficiency of project completion C22

X = A/B

A = the confirmed number of fully implemented functions

B = the number of functions agreed in the service contract

 

Reasonable interactive communication mechanismC23

X = A/5

A value may equal to 1, 2, 3, 4 or 5

1: No established interactive communication mechanism with customers and poorly implemented.

2: No established interactive communication mechanism with customers, but implemented well.

3: The interactive communication mechanism with customer was established, but poorly implemented.

4:The interactive communication mechanism with customer was established, and well implemented.

5:The interactive communication mechanism with customer was established, and well implemented. Furthermore, all of the personnel know and understand the communication requirements.

0 ≤ X ≤ 1, the closer to 1, the better

Project compliance C24

X = A/B

A = The actual number of contracted functionality related industry standards that was met in the service process.

B = The total number of contracted functionality related industry standards

0 ≤ X ≤ 1, the closer to 1, the better

Reliability

Service continuity C31

X = A/(A + B)

A = average fault-free time

B = average restoration time

0 ≤ X ≤ 1, the closer to 1, the better for service continuity

Service stability C32

\( {\displaystyle \begin{array}{c}Y=\frac{\sum \limits_{i=1}^n{\left( Xi-\overline{X}\right)}^2}{n}\\ {}\mathrm{X}=1\hbox{-} \mathrm{Y}\end{array}}/\left(\mathrm{Eu}\hbox{-} \mathrm{El}\right) \)

Y: Standard deviation ratio

Xi: Sample values for service characteristics

X: Sample mean of service characteristics

Eu: The upper limit value of the deviation specified in the service agreement

El: The lower limit value of the deviation specified in the service agreement

n: sampling times for service

If Y > 1,equal to 1;

If Y ≤ 1, equal to Y;

0 ≤ X ≤ 1

the closer to 1, the better

Research report timely submission rate C33

X = A/B

A = The number of service reports that are submitted on time to meet the requirements of the service agreement

B = Number of service reports requested by the service agreement

0 ≤ X ≤ 1, the closer to 1, the better

Security

Permission suitability C41

X = A/B

A = The number of privilege authorized appropriately

B = The number of privilege requested by the service agreement

0 ≤ X ≤ 1, the closer to 1, the better

Information and resource readiness C42

X = A/B

A = Times of accessibility to information and resources normally

B = Total times of information and resource access requested

0 ≤ X ≤ 1, the closer to 1, the better

Data auditability C43

X = A/B

A = The number of activities with a complete record

B = The number of activities to be recorded

0 ≤ X ≤ 1, the closer to 1, the better

Data confidentiality capability of service supplier C44

X = A/5

A value may equal to 1, 2, 3, 4 or 5

1: No secure strategy and system, and poorly implemented

2:No secure strategy and system, but well implemented

3:Secure strategy and system was established, but poorly implemented

4:Secure strategy and system was established, and well implemented

5:Secure strategy and system was established, and well implemented. Furthermore, all of the personnel know and understand the secure strategy and system requirements.

0 < X ≤ 1

the closer to 1, the better