This document discusses the concept of a "Bill of Service" (BOS) to facilitate integrating resources to fulfill promised service experiences for customers. A BOS partitions total service experiences into components and decomposes value propositions into offerings from different providers. The benefits of a BOS include managing capabilities/resources, costing, partner management, and delivering consistent service quality across a network. Service standards are an important part of value propositions and BOS's, as they help connect offerings, set customer expectations, and reduce quality gaps.

1. Bill of Service for Service Resource Integration
1Kwan 2016
Stephen K. Kwan
San José State University
Kazuyoshi Hidaka
Tokyo Institute of Technology
Md. Abul Kalam Siddike
JAIST
Yuoji Kohda
JAIST
Presented at
ICServ2016, Shibaura Institute of Technology
Tokyo, Japan
September 8th, 2016

2. Kwan 2016 2
Abstract
Explored the concept of ‘Bill of Service (BOS)’ as a way of integrating
resources to facilitate the fulfillment of promised service experience
for the customer. Used BOS to partition the total service experiences
into service components for the customers. Also decomposed the
value propositions (service offerings) to be provided by different
contractors or other providers.
The Benefits of BOS for Resource Integration
Manage Inventory of Capabilities and Qualified Resources
Costing, Pricing and Contracting
Partner and Subcontract Management
Manage Delivery of Service Experience
Working towards:
Maintaining Service Quality in a Service Network
Service Standardization

3. Kwan 2016 3
VP = [SE,B,C,P,Q,Sc,R,M,FR]
Benefits
Costs
Probability
of Success
Quality
Schema for
Data
Exchange
Stakeholders’
Roles
Performance
Metrics
Failure
Recovery
Service Experience
The Service Experience is made up of a set of service components the
customer should expect to encounter as service episodes during his service
journey. A Value Proposition becomes a quote when it is formally presented to
a customer with specific details.
Composition of a Value Proposition
Kwan, S. K., and Hottum, P. (2014). Maintaining Consistent Customer Experience in Service System Networks. Service Science 6(2),136-147.

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BOS for Service Integration (1)
SC1 SC3SC2
SC2 SC3
P1 P3P2
SE1 SE3SE2
Service
Components
Service
Episodes
Partners
Provider
Capabilities
n1 n2
Partner
Capabilities
Service
Delivery
Value
Proposition
Service
Contract

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BOS for Service Integration (2)
SC1 SC3SC2
SC2 SC3
P1 P3P2
SE1 SE3SE2
n1 n2
Service Component
Decomposition
Composition of
Contract with BOS
Resource
Integration
Service Assembly
& Delivery

6. Schema for BOS & Resource Integration
Customer
Contract
Service
Component
Contract
Service
Component
Resource
Resource
Qualified
For Service
Component
Resource
Assignment
Service
Component
Assembly
1
0,M
Has
1
1,M
Has 1
0,M
Is in
1
0,M
Is Made
Up of
1
1,M 1,M
1
Is Qualified
to Deliver
Has Qualified
Deliverer
1
1
0,M 0,M
Is Assigned
to Resource
for Delivery
Is Assigned
to Deliver
in a Contract
1
0,M
Is Part of
Quantity
Quantity
[A]
[B]
[C] [D]
[E]
[F]
[G]
[H] Service
Episodes
0,M1
Delivers Service
Component in Episodes
[I]
Evaluation
Kwan 2016 6

7. Schema for Resource Integration
Customer
Contract
Service
Component
Contract
Service
Component
Resource
Resource
Qualified
For Service
Component
Resource
Assignment
Service
Component
Assembly
1
0,M
1
1,M
1
0,M
1
0,M
1
1,M
1,M
1
1
1
0,M
0,M
1
0,M
Quantity
Quantity
Service
Episodes 0,M 1
Evaluation
Inventory of
Capabilities as BOS
Training or
Partnering with
Qualified Resources
Contracting
With Customer
For What
They Want
Integrating
Resources to
Deliver Service
Kwan 2016 7

8. Kwan 2016 8
Examples of BOS (1)

9. Amazon.com
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theBookGrinder
Customer
USPS
USPS
USPS
Service Supply Network
Kwan 2016 9
Examples of BOS (2)

10. Kwan 2016
Product / Service Spectrum
Product Service
“Servitization”
“Productization”
Service Components, BOS, Service Assembly & Delivery
“Service Standards”

11. 11
Service Standard as Part of a Value Proposition
Benefits
Costs
Probability
of Success
Quality
Schema for Data
Exchange
Stakeholders’
Roles
Performance
Metrics
Service Experience
VP = [SE,B,C,P,Q,Sc,R,M,FR]
Failure
Recovery
Essential Elements of a Service Standard
Kwan 2016

12. Service Standards (1)
A standard is a document that provides requirements,
specifications, guidelines or characteristics that can be used
consistently to ensure that materials, products, processes and
services are fit for their purpose.
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A Service Standard is performance-based – not design-based, is
non-prescriptive and a reference implementation could be used
for conformance measurement, benchmarking, and
interoperability assessment.
International Standards Organization (ISO) Definition:
Only 700 out of 19,000 ISO Standards are service related!
Kwan 2016 12

13. 13Kwan 2016
Increased Interest in Service Standards

14. Examples of Different Types of Standards:
• Industry (Segment) Standards
• National Standards
• International Standards
• Private Standards (e.g., SLA’s)
• Company Standards
• Industry Standards
Service Standards (2)
14Kwan 2016

15. Importance of Service Standards
• There is an increasing need for Service Standards as countries begin to develop
their service sector and face market-based forces within the sector as well as
import/export of service in the global economy. In this case Service Standards can
be viewed as a surrogate level of market requirements (i.e., the bar set by the
industry) which level the playing field for Small and Medium-Sized Enterprises
(SME’s) to compete.
• The use of relevant Service Standards could be a mechanism to connect VPs
across the service network in order to ensure the customer enjoys a level of service
consistent with the expectation set by the original VP offered by service provider.
Service Standards are important elements of setting customer expectations.
• Service Standards provide specifications for interoperability, performance
measurement, and conformance assessment guidelines. High potentials in reducing
service quality gap.
Kwan 2016 15