A new method based on fuzzy logic to evaluate the contract service provider performance
2008
This paper puts forward a fuzzy inference system for evaluating the service quality performance of service contract providers. An application service provider (ASP) model for computerized maintenance management was used in establishing common performance indicators of the quality of service. This model was implemented in 10 separate hospitals. As a result, inference produced a service cost/acquisition cost (SC/AC) ratio reduction from 16.14% to 6.09%, an increase of 20.9% in availability, with a maintained repair quality (NRR) in the period of December 2001 to January 2003.
Keywords:
- Service provider
- Service level requirement
- Service product management
- Service delivery framework
- Engineering
- Reliability engineering
- Service level objective
- Application service provider
- Business service provider
- Customer Service Assurance
- Operations management
- Service quality
- Service system
- Electronic engineering
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