Service Quality Monitoring And Evaluation For Software Outsourcing Service

With the rapid development of computer and information technology, Modernservices are more and more prominent in people's lives, and service quality hasattracted people's attention. Besides,the competition between enterprises has alsobecome the competition on service quality. So the enterprises must constantly focuson the service operation and the service quality conditions during service process.And then they can evaluate the service quality and find out the quality question toimprove their service level and competitiveness.The paper mainly discusses service quality monitoring and controlling, themodel of service quality evaluation and the design and implementation of thesoftware outsourcing service platform.Firstly, the paper researched the method of service quality monitoring andcontrolling for the software outsourcing service. It includes service qualitymonitoring, service quality warning, service quality regulating and the method ofservice quality tracking. We brought up the real-time monitoring method for thesoftware outsourcing service based on Subversion, the rules of service qualitywarning, the rules of service quality regulating and the method of quality trackingbased on Earned Value Management. We can get the real-time quality data fromSubversion to monitor and warn the service quality. With them we can find out thequality question promptly, analyze it and then make timely regulation to increasethe service quality. Service tracking can forecast the completion of softwareoutsourcing service and check service running promptly and quantificationally.Secondly, the paper introduced the method of service quality evaluation forthe software outsourcing. We brought out the model of service quality evaluation,which includes evaluation principle, evaluation purpose, evaluation object, thevalue and weight calculation of quality indexes and the calculation of thecomprehensive quality value. We also raised the forecast method of serviceresource reputation based on time series, which contributes to the selection ofservice resources. We can find out the questions in the process of service and theservice product, through comparing the real value with the quality design value andquality requirement of the customer. Service quality evaluation also contributes tooptimize service quality and raise the level of service resources.Finally, in the aspect of platform implementation, the paper developed thesoftware outsourcing service platform with MyEclipse development environment.The platform includes four functional modules: quality design, quality monitoring, quality warning, quality regulating, quality tracking and service quality evaluation.And it well certificates the theories we brought out in this paper with the softwareoutsourcing service example of online shopping project of used-books.