The aim of the diploma-project was to develop a concept and the tools needed for the evaluation of the quality of the 'Dargebotene Hand'. The 'Dargebotene Hand' is a charity, providing counselling in situations of personal distress. Emphasis was put on the new online services.

The idea is to give the 'Dargebotene Hand', with the help of questionnaires and grading, the means of measuring the quality of service. Evaluation will help to show where mistakes are being made, so they can be corrected and service quality can be improved.

The technical realisation of the online-formulae was achieved with Microsoft Frontpage, with integration on the web-site as feedback formula. The tools for evaluation of the formulae were set up with Microsoft Excel and Visual Basic.

The evaluation-system was based on the EFQM-Model. Using different sources of information improves the integrity of the findings. The sources are employees, clients, and the general public.

The result is that the different questionnaires were developed and tested for their practicability. The online-questionnaires were integrated in the web-site of the 'Dargebotene Hand'. The tools of evaluation were installed on the workstations and explained to the users. The entire concept was discussed with the executives.