A practice-related and scientifically sound evaluation system for ongoing improvement and performance measurement of innovative services had, by that time, not yet been developed. The aim of the project was to develop a holistic evaluation system, by considering the special features of services, for measuring the success of service innovations and to provide a tool for the continuous improvement of services based on measurable parameters. Next to financial efforts and the revenue of services, the benefit for companies/institutions was that especially the effects on processes, personnel, customers and the compatibility with the business strategy as well as the effects on the organisation as a whole were included in the performance index as basis for evaluation. With this evaluation system, companies had method for assessing and evaluating services that identifies necessary steps to improve services and the service engineering process as a whole.
University of Applied Sciences
8010 Graz, Austria