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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