Methodology The methodology section can be generally divided into several specific parts 1. Define the population and the methods of sampling2. Describe the instrumentation3. Describe the procedures and if relevant, the time frame4.
A service delivery framework (SDF) is a set of principles, standards, policies and constraints used to guide the design, development, deployment, operation and retirement of services delivered by a service provider with a view to offering a consistent service experience to a specific user community in a specific business context.
It isthe opinion of the authors that performance on a set of service delivery processes will coincidewith firm-level performance (for evidence of this result in the retail banking industry see Frei,Kalakota, and Marx, 1997).uture research will beaimed at refining the methodology proposed herein to account for errors in the measurement ofinputs and outputs. Service delivery systems rarely consist of a single process.