Assessment-Verfahren zur Entwicklung von Dienstleistungen

Until now there have been hardly any standardized. methods and procedures to analyze and evaluate the development process of services. However, a substantial contribution on this subject can be made by specific assessment methods. This article gives an introduction into general objectives and techniques of assessments and presents two approaches which have been developed within a research project sponsored by the German department of research: firstly, an assessment for the development of service products, and secondly, an assessment for service development systems.