Measurement of service effectiveness and establishment of baselines

Authors:
Dzenana Donko;Ismet Traljic
Affiliations:
Faculty of electrical engineering, University of Sarajevo, Sarajevo, Bosnia and Hezegovina;Faculty of electrical engineering, University of Sarajevo, Sarajevo, Bosnia and Hezegovina
Venue:
WSEAS Transactions on Information Science and Applications
Year:
2009

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Abstract

In this paper the concept of the measuring service effectiveness focusing on customer-defined quality, continual improvement, employee empowerment, and measurement-based management and feedback is described. Metrics must be developed based on the priorities of the strategic plan, which provides the key business drivers and criteria for metrics. We will define these metrics and relevant information for their evaluation and establishment of measurement criteria. The most difficult part in implementation of this approach is consolidation. Described framework will captures relationship between business and IT service and will identify quantitative technique for establishing baselines and discovering possible losses during deployment of processes.