Metrics

Metrics are to be used when performing quantitative evaluation. They aim at providing additional knowledge that shall be relevant when re-evaluating each criterion. The following table presents an example of the form that shall be filled when using metrics. A metric can be either objective or subjective, it is defined by the domain experts and therefore can be specific to an enterprise.  

Scenario Name : Introduce intelligent front desk for serving efficiently non-eligible  customers

Scenario Description : Introduce information front desk as a re-engineering project. The change will involve complete redesign of service processes and supporting IT systems. The implementation horizon is 5 years and focused on non-eligible customers

Criteria Metrics Results Arguments Marking Product Quality The average number of customers served at the PPC Distribution premises, per hour  30 customers per hour  This alternative will give a very high service quality Product Quality 5 The average number of customer phone calls answered per hour  35 phone calls per hour The average number of customers served in similar enterprises that use intelligent front desk 90 customers per hour Subjective evaluation by the top manager(s) The responsiveness of PPC Distribution is not satisfactory at the moment and needs to be improved to reach the global level

   

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