Thang LE DINH Université du Québec à Trois-Rivières Canada
A conceptual framework for service modelling in
a network of service systems
Thanh Thoa PHAM THI Dublin City University, Ireland
IESS 2010
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Outline
Introduction
Information-driven approach
Conceptual framework
Conclusion
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Service Definition
“a change in the condition of a person or a good belonging to some economic entity brought about as the result of the activity of some other economic entity ”.
[ Chesbrough, H. and Spohrer, J, 2006]
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Service systems Definition:
“value-coproduction configuration of people, technology, other internal and external service systems, and shared information”.
[ Spohrer et al, 2007]
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Network of service systems Value creation network Definition:
“an organizational network that is defined as a group of several autonomous organizations that work together to achieve not only their own goals but also a collective goal ”.
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Network of service systems Organizational network
A hierarchy each part is exactly defined in order to
perform a specific function.
A market an agent can provide products and services
to other agents.
A network its members work together by
communication, based on trust.
[Powell, W, 1990]
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Outline
Introduction
Information-driven approach
Conceptual framework
Conclusion
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Modelling services in a network
Process-oriented system-oriented
Information driven
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Information-driven approach Our approach
Fundamental characteristics: Services are Information-driven
focuses on the creation, the management and the sharing of information at the informational level conforming to the network configuration
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Information-driven approach (cont.) A network of service systems
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Outline
Introduction
Information-driven approach
Conceptual framework
Conclusion
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Conceptual framework Network of service systems level
Service specification: depicts what are networks of service systems and the value co-producing between internal and external service systems.
Service system level Service creation: describes what are service systems and
the roles of people, technology, and shared information
Service level Service operation: presents what are provided to
customers and how they are provided.
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Network of service systems level
Service specification Business entities,
roles Service profiles:
dependent & independent, deliverables, agreement
Network configuration, governance form
Shared information
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Service systems level
Service creation Shared information Process Technical
implementation Resource
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Service level
Service operation Static aspect:
classes, attributes, keys
Dynamic aspect: processes, dynamic states, methods
Rule aspect: rules, scopes, risks
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Example: A travel and tourism network
Network of service systems level Network of co-service providers (Travel agency, Airline,
Hotels, Tour agency) and clients
Hierarchy
Market
Overlap situation
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Example: A travel and tourism network
Network of service systems level (cont.) Overlap situation Travel
agency Client Governance
Classes: Travel packages Owner Referrer Hierarchy Classes: Booked travel
packages Processes: Choose and book;
Cancel booking
Custodian Requester Market
Classes: Client information Processes: Choose and book
Custodian Requester Market
Classes: Payment information Processes: Pay
Custodian Requester Market
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Example: A travel and tourism network Service system level
Process Technical implementation
Resources
Choose and book a travel package
By Internet Web site
“ By phone call Travel agent, phone, computer
“ In person Travel agent, computer Pay By Internet Web site
“ In person Travel agent Issue receipt By Internet Web site
“ In person Travel agent, computer, printer
Cancel booking By Internet Web site “ In person Travel agent, computer “ By phone call Travel agent, phone, computer
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Example: A travel and tourism network Service level
Static aspect: the unit of shared information
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Example: A travel and tourism network Service level
Dynamic aspect: the life cycle of a service
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Outline
Introduction
Information-driven approach
Conceptual framework
Conclusion
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Conclusion Conceptual framework
Network of service systems level (Service specification): Entities, Roles, Governance, Services
Service system level (Service creation): Shared information, Technical implementations, Resource
Service level (Service operation): Static, Dynamic and Rule aspects
Contributions A foundation for a thorough understanding of Services,
Service systems and Networks of service systems based on network configuration and shared information.
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Future works
Implementation of the conceptual framework Networked service management system (NSMS):
Implementation of the framework in the service- oriented architecture (SOA).
Experiencing the NSMS with SME services
Integrating the framework with specific categories of services Customized services as projects
Applying the PMI framework for Quality, Performance and Risk management
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Thank you for your attention !
Questions ?
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Introduction Three sectors of the economy
Primary sector: mining, agriculture and fishing
Secondary sector: manufacturing
Third sector (tertiary sector, service sector or service industry): services
Actual situation Service sector has dominated the global economy.
It consists of 75 percent of the gross domestic product (GDP) of developed countries and employs more employees than other sectors
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Service sector Service sector
Insurance, government, tourism, banking, retail, education, and social services.
Employment of service sector Using time to deploy knowledge assets, collaboration assets,
and process-engagement
to create productivity, performance improvement and sustainability.
[Wikipedia.org]
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Service science A new science of service systems ?
applying scientific understanding, engineering discipline, and management practices to understanding and working with services systems
SSME Service Science, Management, and Engineering An interdisciplinary approach introduced by IBM to
describe Services Sciences Universities and companies have begun to act on the
need for service science or SSME
[Wikipedia.org]
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Overlap situations
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Overlap protocol
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Service level
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Service systems level
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Network of service systems level
Network of service systems level