SERVICE QUALITY EVALUATION Clause Samples

The SERVICE QUALITY EVALUATION clause establishes the standards and procedures for assessing the quality of services provided under an agreement. Typically, it outlines the criteria, methods, and frequency for evaluating whether the service provider meets agreed-upon performance benchmarks, such as response times, accuracy, or customer satisfaction. This clause ensures that both parties have a clear understanding of expected service levels and provides a mechanism for addressing deficiencies, thereby promoting accountability and maintaining consistent service quality.
SERVICE QUALITY EVALUATION. 16.2.1 Evaluation of service quality a. The Operator shall be evaluated on the performance parameters as defined in Schedule X on quarterly basis; b. The variation in service quality would be used for the review and revision of PKOMF as per Clause 16.1.13; c. Authority shall monitor the performance of the Operator on its own or through a Third Party. 16.2.2 Calculation of service quality a. The service quality shall be calculated as12: Qsc= [(Rt * 10 + Rk * 9) + (Ps * 12 + Pd * 7) +B * 17+ (Sg * 12 + Ss * 17) + U Where, Qsc = Service quality contracted Rt = Trips operated Rk = Kilometre operated Ps = Start of trips (Origin) Pd = Arrival of trips (Destination) B = Operational reliability Sg = General safety – number of accidents during operations Ss = Severity – number of fatalities during operations U = User Satisfaction Qsa= [(Rtª * 10 + Rkª * 9) + (Psª * 12+Pdª * 7) + Bª * 17 + (Sgª * 12 + Ssª * 17) + Uª * 16]/100 Where, Qsa = Service quality achieved Qsv= (Qsa-Qsc) /Qsc% Where, Qsv = Variation in service quality Qsv ‘-ve’ value reflects overall deterioration in Service quality Qsv ‘+ve’ value reflects overall improvement in service quality
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SERVICE QUALITY EVALUATION. 16.2.1 Evaluation of service quality a. The Operator shall be evaluated on the performance parameters as defined in Schedule X on quarterly basis; b. The variation in service quality would be used for the review and revision of PKOMF as per Clause 16.1.13; c. Authority shall monitor the performance of the Operator on its own or through a Third Party. 16.2.2 Calculation of service quality a. The service quality shall be calculated as50: Qsc= [(Rt * 10 + Rk * 9) + (Ps * 12 + Pd * 7) +B * 17+ (Sg * 12 + Ss * 17) + U * 16]/ 100 48 [Drafting Note: The weight represents the share of fuel in PKOMF. It may be changed as per the conditions in the city. If the Buses are procured by Authority then the percent value may be increased to 40%-45%] 49 [Drafting Note: The weight represents the share of parameters apart from fuel in PKOMF. It may be changed as per the conditions in the city. If the Buses are procured by Authority then the percent value may be reduced to 55%-60%] 50 [Drafting Note: The weights may be changed as per the conditions in the city. Refer to Schedule X to make changes in the weights] Where, Qsc = Service quality contracted Rt = Trips operated Rk = Kilometre operated Ps = Start of trips (Origin) Pd = Arrival of trips (Destination) B = Operational reliability Sg = General safety – number of accidents during operations Ss = Severity – number of fatalities during operations U = User Satisfaction Qsa= [(Rt ª * 10 + Rkª * 9) + (Psª * 12 + Pdª * 7) +Bª * 17 + (Sgª * 12 + Ssª * 17) + Uª * 16]/100 Where, Qsa = Service quality achieved Qsv= (Qsa-Qsc) /Qsc% Where, Qsv = Variation in service quality Qsv ‘-ve’ value reflects overall deterioration in Service quality Qsv ‘+ve’ value reflects overall improvement in service quality
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Related to SERVICE QUALITY EVALUATION

  • Service Quality The Transfer Agent shall maintain a quality control process designed to provide a consistent level of quality and timeliness for its call center, correspondence services and transaction processing.

  • Quality Assurance/Quality Control Contractor shall establish and maintain a quality assurance/quality control program which shall include procedures for continuous control of all construction and comprehensive inspection and testing of all items of Work, including any Work performed by Subcontractors, so as to ensure complete conformance to the Contract with respect to materials, workmanship, construction, finish, functional performance, and identification. The program established by Contractor shall comply with any quality assurance/quality control requirements incorporated in the Contract.

  • Data Quality 4.1 Each party ensures that the shared Personal Data is accurate. 4.2 Parties will notify each other with undue delay if they become aware of inaccuracies in shared Personal Data.

  • TECHNICAL EVALUATION (a) Detailed technical evaluation shall be carried out by Purchase Committee pursuant to conditions in the tender document to determine the substantial responsiveness of each tender. For this clause, the substantially responsive bid is one that conforms to all the eligibility and terms and condition of the tender without any material deviation. The Institute’s determination of bid’s responsiveness is to be based on the contents of the bid itself without recourse to extrinsic evidence. The Institute shall evaluate the technical bids also to determine whether they are complete, whether required sureties have been furnished, whether the documents have been properly signed and whether the bids are in order. (b) The technical evaluation committee may call the responsive bidders for discussion or presentation to facilitate and assess their understanding of the scope of work and its execution. However, the committee shall have sole discretion to call for discussion / presentation. (c) Financial bids of only those bidders who qualify the technical criteria will be opened provided all other requirements are fulfilled. (d) AIIMS Jodhpur shall have right to accept or reject any or all tenders without assigning any reasons thereof.

  • Use; Quality Control a. Neither party may alter the other party’s trademarks from the form provided and must comply with removal requests as to specific uses of its trademarks or logos. b. Each party agrees to use, and to cause its Permitted Sublicensees to use, the other party’s trademarks only in good faith and in a dignified manner consistent with such party’s use of the trademarks. Upon written notice to the breaching party, the breaching party has 30 days of the date of the written notice to cure the breach or the license will be terminated.