# Novel Service Efficiency Evaluation and Management Model
## 1 Introduction  
With the gradual maturity of analysis technologies such as the Internet of things (IoT) and big data, smart innovation management has become the mainstream for enterprises to pursue sustainable operations. Many scholars have engaged in research on service innovation management in the hope of seeking a more objective and more scientific service efficiency evaluation and management model [1, 2, 3, 4, 5, 6]. As noted by [PERSON] et al. [7], owing to the improvement of customers' financial status, they have expressed more concern about the service quality and demanded more value-added services, including serviceattitude and administrative efficiency. Many administrative operations and commercial service operation systems of government agencies and education mostly belong to the multi-workstation service operation process, such as various application procedures of various government agencies, admissions for freshmen and school-leaving procedures for undergraduates, bank loan operations and medical care process [7; 8; 9; 10; 11]. Therefore, we propose a performance evaluation model for the multi-workstation service operation process. Obviously, the service operation efficiency of each workstation will affect the overall service operation efficiency. Based on the concept of [PERSON] et al. [7], in addition to having a good service attitude, the service operation time of each workstation is a crucial factor in measuring the service operation efficiency of the workstation [12; 13]. [PERSON] et al. [14] stated that from the perspective of performance evaluation, the index is a unitless and easy-to-use evaluation and management tool that can concretely present organizational efficiency and provide a reference for improvement directions [15; 16; 17], in order to reduce the waste of management resources and time. As a result, this paper proposes a standardized concept with a service operation efficiency evaluation index to evaluate the service operation efficiency of each workstation. This index is not only convenient and easy-to-use, but it also has a one-to-one mathematical relationship with the performance achievement rate. Many studies have indicated that since indicators have unknown parameters, they must be estimated by the sampled data. Although it is relatively simple and easy-to-use to evaluate the service efficiency of each workstation using the point estimate of the indicator, the point estimate will cause misjudgment due to sampling errors [18]. Accordingly, this study first derives the upper confidence limit of the service efficiency index for each workstation and calculates the minimum value (MV) of the index estimator based on the upper confidence limit and the required value of the index. Next, this study directly compares the point estimate of the index with the MV, so that we can determine whether the service operation efficiency has reached the required level. Thus, the benefit of simple and easy-to-use point estimate can be retained, and the risk of misjudgment resulting from sampling errors can be diminished. Furthermore, a large number of studies have also suggested that the radar chart is a visual 2D plan, which is a practical graphical analysis and management tool with high readability and a wide range of applications, including engineering, education, management, etc. [19; 20; 21; 22; 23; 24; 25; 26; 27]. The radar chart can evaluate the performance of all workstations at the same time. Therefore, we can grasp the full picture and total performance of the entire multi-workstation system as well as find out the workstations that need to be improved in real time. Hence, this paper will use the radar chart to monitor and manage the service operation efficiency for each of the above-mentioned workstations. Each radar line is employed to evaluate the service operation efficiency of each workstation. First, all MV values of all radar lines are connected to form a control block. Next, the point estimate of the indicator is labeled on the corresponding radar line.