This paper introduces a generic performance measurement methodology for identifying and dimensioning the user requirements of laboratory information systems with a view to evaluating and improving their overall user satisfaction. The dynamic Web-based laboratory information system (known as IntraMEL) for the Manufacturing Engineering Laboratories (MEL) in the City University of Hong Kong is used as a case study for formulating, testing and implementing the methodology. The proposed model takes an analytical approach to assess the performance of an information system using psychometric concepts. Through the experience gained from applying the methodology on IntraMEL, a set of performance evaluation guidelines can be established. These evaluation guidelines will be applicable to the information systems in other laboratories and service centres.
Logistics Information Management – Emerald Publishing
Published: Aug 1, 2000
Keywords: Customer satisfaction; Performance measurement; Psychometric testing