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 |