Criteria Scales
Financial Analyst Sloan Luebbert Describes the Criteria Scales
Criteria Scales
Speed
Speed is measured by throughput time for customers in the security screening process. The throughput time measurement starts when customers get their documents checked at the security screening area and the time ends when the customer reaches the Re-composure Tables. As shown in Figure 8: Speed Criteria Scale, the Speed Criteria is given a weight of four by the client. When rating various alternatives, a scale from 1-10 is utilized and broken down into five rating sections. The value description column explains what the various ratings mean. If the speed has a throughput rate between at least twenty, it will receive a one. If the speed has a throughput of at least eighty, it will receive a score of three. If the speed has a throughput of at least one hundred and fifty, it will receive a score of five. If the speed has a throughput of at least two hundred and fifty, it will receive a score of seven. If the speed has a throughput of at least three hundred and fifty, it will receive a score of ten.
Figure 8: Speed Criteria Scale
Accuracy
Accuracy is measured by the false alarm detection rate of the security screening equipment and the success rate. High accuracy means that the screening equipment used has lower false alarm detection rates, which reduces the need for further pat-downs. The success rate indicates how well the solution is meeting the current system's accuracy. As shown in Figure 9: Accuracy Criteria Scale, the Accuracy Criteria is given a weight of eight by the client. When rating various alternatives, a scale from 1-10 is utilized and broken down into five rating sections. The value description column explains what the various ratings mean. For example, if an alternative receives a score of five, then it is equivalent to using Advanced Technology x-ray equipment.
Figure 9: Accuracy Criteria Scale
Cost
Cost is measured by the Total Cost of Ownership of the proposed solution. Total Cost of Ownership includes everything it will cost to research, implement, train, convert, scale, and maintain a project. That includes all hardware, software, salaries, electricity, facilities, etc. As shown in Figure 10: Cost Criteria Scale, the Cost Criteria is given a weight of nine by the client. When rating various alternatives, a scale from 1-10 is utilized and broken down into five rating sections. The value description column explains what the various ratings mean. If the Cost for an alternative were to receive a rating of seven, the rating indicates that the alternative costs 3 million dollars.
Figure 10: Cost Criteria Scale
Sustainability
Sustainability is measured by how long the solution will last until it needs to be replaced, also known as longevity. Sustainability is not involved with green technology or any efforts to conserve energy expenditure it is about what it will take to keep the solution relevant in the future. It includes how easy software is to update and how long hardware lasts. As shown in Figure 11: Sustainability Criteria Scale, the Sustainability Criteria is given a weight of four by the client. When rating various alternatives, a scale from 1-10 is utilized and broken down into five rating sections. The value description column explains what the various ratings mean. If Sustainability for an alternative were to receive a rating of seven the rating indicates that the alternative is expected to have a usable lifespan of 25 years.
Figure 11: Sustainability Criteria Scales
Customer Experience
Customer Experience is measured by the customer side of user-friendliness, helpful features, and overall experience of each alternative. It answers the question: does the customer feel physically healthy and mentally calm? As shown in Figure 12: Customer Experience Criteria Scale, the Customer Experience Criteria is given a weight of ten by the client. When rating various alternatives, a scale from 1-10 is utilized and broken down into five rating sections. The value description column explains what the various ratings mean. If Customer Experience for an alternative were to receive a rating of seven the rating indicates that the alternative will allow the client to score between 937 and 999 on the J.D. Power Customer Satisfaction Score.
Figure 12: Customer Experience Criteria Scale
Functionality
Functionality is measured by the employee side of user-friendliness, helpful features, mental calmness, practicality, and overall experience. It also includes the availability of help from help desks and the ease of updating and maintaining equipment. As shown in Figure 13: Functionality Criteria Scale, the Functionality Criteria is given a weight of five by the client. When rating various alternatives, a scale from 1-10 is utilized and broken down into five rating sections. The value description column explains what the various ratings mean. If Functionality for an alternative were to receive a rating of seven the rating indicates that the alternative involves receiving educational emails, signage, and 5-10 minutes of in-person instruction.
Figure 13: Functionality Criteria Scale
Customer Education
Customer Education is measured by how educational the alternative is from the customer’s perspective. It includes attributes such as signage, video tutorials, demonstrations, and additional assistance. As shown in Figure 14: Customer Education Criteria Scale, the client has given this alternative a weight of five. When rating each alternative, a scale of 1-10 was used although it was broken down into five rating sections. The value description of each section explains how each score will be assigned.
Figure 14: Customer Education Criteria Scale