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IESS 2010




            A conceptual framework for
                service modelling in
            a network of service...
Outline

  Introduction

  Information-driven   approach
  Conceptual   framework
  Conclusion




                   ...
Service
    Definition
         “a change in the
          condition of a person
          or a good belonging to
      ...
Service systems
    Definition:
         “value-coproduction
          configuration of
          people, technology,
  ...
Network of service systems
    Value creation network
    Definition:
         “an organizational
          network tha...
Network of service systems
    Organizational network
         A hierarchy
               each part is exactly defined ...
Outline

  Introduction

  Information-driven    approach
  Conceptual     framework
  Conclusion




                ...
Modelling services in a network




                    Information
                    driven

 Process-oriented         ...
Information-driven approach
    Our approach
         Fundamental characteristics: Services are Information-
          d...
Information-driven approach (cont.)
    A network of service systems




                                           10
Outline

  Introduction

  Information-driven   approach
  Conceptual     framework
  Conclusion




                 ...
Conceptual framework
    Network of service systems level
         Service specification: depicts what are networks of
 ...
Network of service systems level
    Service specification
        Business entities,
         roles
        Service pr...
Service systems level
    Service creation
       Shared information
       Process
       Technical
        implement...
Service level
    Service operation
       Static aspect:
        classes, attributes,
        keys
       Dynamic aspe...
Example: A travel and tourism network
    Network of service systems level
         Network of co-service providers (Tra...
Example: A travel and tourism network
    Network of service systems level (cont.)
            Overlap situation
        ...
Example: A travel and tourism network
    Service system level
                Process
        Technical                 ...
Example: A travel and tourism network
    Service level
         Static aspect: the unit of shared information




     ...
Example: A travel and tourism network
    Service level
         Dynamic aspect: the life cycle of a service




       ...
Outline

  Introduction

  Information-driven   approach
  Conceptual     framework
  Conclusion




                 ...
Conclusion
    Conceptual framework
       Network of service systems level (Service specification):
        Entities, R...
Future works
    Implementation of the conceptual framework
         Networked service management system (NSMS):
       ...
Thank you for your attention !

        Questions ?




                                 24
Introduction
  Three     sectors of the economy
      Primary sector: mining, agriculture and fishing
      Secondary s...
Service sector
  Service     sector
      Insurance, government, tourism, banking, retail, education,
       and social ...
Service science
    A new science of service systems ?
       applying   scientific understanding, engineering
         ...
Overlap situations




                     28
Overlap protocol




                   29
Service level




                30
Service systems level




                        31
Network of service systems level




                                   32
Network of service systems level
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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
Thang LE DINH Université du Québec à Trois-Rivières Canada
Thanh Thoa PHAM THI Dublin City University, Ireland

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

  1. 1. 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
  2. 2. Outline   Introduction   Information-driven approach   Conceptual framework   Conclusion 2
  3. 3. 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
  4. 4. Service systems   Definition:   “value-coproduction configuration of people, technology, other internal and external service systems, and shared information”. [ Spohrer et al, 2007] 4
  5. 5. 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
  6. 6. 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
  7. 7. Outline   Introduction   Information-driven approach   Conceptual framework   Conclusion 7
  8. 8. Modelling services in a network Information driven Process-oriented system-oriented 8
  9. 9. 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
  10. 10. Information-driven approach (cont.)   A network of service systems 10
  11. 11. Outline   Introduction   Information-driven approach   Conceptual framework   Conclusion 11
  12. 12. 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
  13. 13. Network of service systems level   Service specification   Business entities, roles   Service profiles: dependent & independent, deliverables, agreement   Network configuration, governance form   Shared information 13
  14. 14. Service systems level   Service creation   Shared information   Process   Technical implementation   Resource 14
  15. 15. Service level   Service operation   Static aspect: classes, attributes, keys   Dynamic aspect: processes, dynamic states, methods   Rule aspect: rules, scopes, risks 15
  16. 16. 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
  17. 17. 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
  18. 18. 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
  19. 19. Example: A travel and tourism network   Service level   Static aspect: the unit of shared information 19
  20. 20. Example: A travel and tourism network   Service level   Dynamic aspect: the life cycle of a service 20
  21. 21. Outline   Introduction   Information-driven approach   Conceptual framework   Conclusion 21
  22. 22. 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
  23. 23. 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
  24. 24. Thank you for your attention ! Questions ? 24
  25. 25. 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
  26. 26. 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
  27. 27. 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
  28. 28. Overlap situations 28
  29. 29. Overlap protocol 29
  30. 30. Service level 30
  31. 31. Service systems level 31
  32. 32. Network of service systems level 32
  33. 33. Network of service systems level
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