Abstract :
As more and more economic activity shifts to service industries, meaningful evaluation of their "product" is Abecoming a topic of major concern. The service organization is constantly being evaluated by its customers and it is important for management to understand bases for this evaluation. In the case of the general purpose time-sharing system, there may in fact be several different groups of users with different desires and goals. The procedures illustrated below attempt to provide management and designers of future computer systems with a structured way
