Vi 1 Presentation   Iess 2010   Thang Le Dinh   Feb 18
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A conceptual framework for service modelling in a network of service systems ...

A conceptual framework for service modelling in a network of service systems
Thang LE DINH Université du Québec à Trois-Rivières Canada
Thanh Thoa PHAM THI Dublin City University, Ireland

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Vi 1 Presentation   Iess 2010   Thang Le Dinh   Feb 18 Vi 1 Presentation Iess 2010 Thang Le Dinh Feb 18 Presentation Transcript

  • IESS 2010 A conceptual framework for service modelling in a network of service systems Thang LE DINH Thanh Thoa PHAM THI Université du Québec à Trois-Rivières Dublin City University, Canada Ireland
  • Outline   Introduction   Information-driven approach   Conceptual framework   Conclusion 2
  • 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] 3
  • Service systems   Definition:   “value-coproduction configuration of people, technology, other internal and external service systems, and shared information”. [ Spohrer et al, 2007] 4
  • 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 ”. 5
  • 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] 6
  • Outline   Introduction   Information-driven approach   Conceptual framework   Conclusion 7
  • Modelling services in a network Information driven Process-oriented system-oriented 8
  • 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 9 network configuration
  • Information-driven approach (cont.)   A network of service systems 10
  • Outline   Introduction   Information-driven approach   Conceptual framework   Conclusion 11
  • 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. 12
  • Network of service systems level   Service specification   Business entities, roles   Service profiles: dependent & independent, deliverables, agreement   Network configuration, governance form   Shared information 13
  • Service systems level   Service creation   Shared information   Process   Technical implementation   Resource 14
  • Service level   Service operation   Static aspect: classes, attributes, keys   Dynamic aspect: processes, dynamic states, methods   Rule aspect: rules, scopes, risks 15
  • Example: A travel and tourism network   Network of service systems level   Network of co-service providers (Travel agency, Airline, Hotels, Tour agency) and clients Market Hierarchy Overlap 16 situation
  • Example: A travel and tourism network   Network of service systems level (cont.) Overlap situation Travel Client Governance agency Classes: Travel packages Owner Referrer Hierarchy Classes: Booked travel Custodian Requester Market packages Processes: Choose and book; Cancel booking Classes: Client information Custodian Requester Market Processes: Choose and book Classes: Payment information Custodian Requester Market Processes: Pay 17
  • Example: A travel and tourism network   Service system level Process Technical Resources implementation Choose and book a travel By Internet Web site package “ 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 18
  • Example: A travel and tourism network   Service level   Static aspect: the unit of shared information 19
  • Example: A travel and tourism network   Service level   Dynamic aspect: the life cycle of a service 20
  • Outline   Introduction   Information-driven approach   Conceptual framework   Conclusion 21
  • 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. 22
  • 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 23
  • Thank you for your attention ! Questions ? 24
  • 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 25
  • 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] 26
  • 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] 27
  • Overlap situations 28
  • Overlap protocol 29
  • Service level 30
  • Service systems level 31
  • Network of service systems level 32
  • Network of service systems level