Performance Evaluation Of The Service System Based On The Extension Method

With the rapid growth of the service sector, the service sector is playing an increasingly important role in the world economy. Services plays an important role in adjusting the industrial structure, foster new economic growth points, absorbing labor force, promote the social efficient use of resources and economic sustainable development. Performance evaluation of the service organization is the premise of the operation and management of the service organization. The establishment of a general service system performance evaluation index system and comprehensive assessment of service system, have important reference value to promote the services sector performance improvement. In this context, this paper aims at the evaluation of the service system performance, by the establishing a common general service system performance evaluation index system, and extension evaluation method that is based on the matter-element theory and elementary dependent function.In order to construct the index system, we mainly used the literature analysis method and expert construction method to analyze and summarize the character and the indexes that have been frequently used by other scholars. Then we would build an index system for general service system. One innovation point of our index system is that we not only intend to evaluate the service system performance from the system’s own operational situation and development prospects, here we take the system internal performance indicators to measure it, and it mainly includes:financial performance, human resource performance, technical support performance, institutional support performance, service effectiveness performance, and service innovation performance; but we also measure its performance from the affection that the system exerts on the society and on the natural environment, and is composed by the following four items:natural environment performance, scientific and cultural performance, system social security performance, social public safety performance.In addition, we give a detailed explanation and calculation method for each three-level index, so as to make the index system more applicable.As for the evaluation method, firstly we proposed a brief introduction of the matter element theory and dependent function theory in extenics, and provided a theoretical basis for the extension assessment; secondly, by using extenics theory and method, combined with the established index system, and so that we can evaluate the service performance comprehensively. Due to the nature of the dependent function, extension assessment can either treat the partial evaluation or the overall evaluation, so that we can get the evaluation result from both macro and micro aspects. Furthermore, we can get the comprehensive correlative degree of various indicators for various services systems, so we can evaluate the object from both horizontal and vertical sides, and sorting the selection.Based on the established index system and the extension assessment, we process instantiating application. Considering that we should conduct both horizontal and vertical compasion, we selected6different systems as our evaluate project, and sort the selection. According to the evaluate results, extension analysis of a single service system performance, we can determine the impact factors of service system performance c, and so as to make improvements; when making evaluation of multiple systems, through the comparison between the systems, the systems also learn from each other, to upgrade their own service performance. The extension evaluation results have a certain practical significance on improving the service system performance.