NEW SERVICE DEVELOPMENT METRIC IN MEDIUM ORGANIZATIONS

Abstract

One of posibile ways for organizations to improve quality of their processes is usually implementation of quality management system and standards. Improving the quality has a major impact on the competitive advantage that organization can get. In this paper, a new service development (NSD), as one of key processes, in medium organizations has been analyzed. The process of NSD represents interesting field, especially because of the rapid development of service economy. Using the process approach, the NSD is analyzed as a network of interconnected sub-processes that are directed to achieve defined objectives. Applying Structural system analysis (SSA) the NSD sub-processes are identified. Process metric for process quality determination is developed and presented.For each sub-process the deterministic characteristics for processes measurement as well as characteristics value were established. Proposed metric is the input for the development of models and software for evaluation and testing of the NSD process from the point of quality.