Abstract
This paper compares, in terms of dynamic features, three different methods (Service Explorer (SE), Integrated Service CAD and Life cycle simulator (ISCL) and Service Blueprinting (SB)), developed specifically for service design. At first, we briefly mention how each method is applied and the output. We identified generic key concepts of the service design approach, created a rental service scenario and mapped the key concepts into specific elements of this rental service, and tested all methods against these service concepts to identify how well and in what scope each one performs. The service concepts were then merged to form 4 categories of the specific dynamic features. We tested all methods against these features. SB lacks dynamic capability. SE does well on prioritising individual customer requirements but provides neither a modular design process nor the ability to deal with changes during the service lifecycle. ISCL can provide a process for generating models by combining previously established building blocks and a life-cycle service simulation. However the resources are fixed and there is no prioritisation on the requirements. A pragmatic service deployment requires a service environment that is subject to change.
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Dr Konstantinos Gkekas gained his BSc at the Technological Educational Institute of Athens as a Computer Engineer. Consequently, he spent a year working in one of the most prominent Greek Banks, Piraeus Bank, where he promoted a new system for organising data streams by establishing an information management system. He moved on to gain his MSc at the University of York under the major of Natural Computation. By learning new computational ways, he managed to expand his knowledge even further beyond. He worked for one year in one of the best Greek Internet Service Providers, Hellas OnLine (HOL), in the technical and networking sector, where he applied new genetic algorithmic approaches on routing protocols. After finishing working there, he continued on pursuing his PHD at Cranfield University in the Service Sciences domain. He has also participated in major conferences, such as ICMR, IMechE, etc. His current research is concentrated in the Service Design sector. His research interests also include Natural Computation strategies and topologies. He is a member of IET and IEEE societies.
Dr Jeffrey Alcock gained his BSc and PhD at the University of Leeds. He spent three years as a visiting scientist at the Risø National Laboratory in Denmark, before joining Cranfield University, where he is currently a reader in product and service innovation. He has published more than 90 scientific publications, and has supervised 12 PhD students to successful completion. His areas of expertise are product and service-system design, device fabrication, microinjection moulding, powder processing science and technology, tribology of materials, and magnetic properties of materials. His current research is concentrated in the medical devices sector, particularly on prototyping and manufacture of devices for point of care testing, and the design of those devices for services. Dr Alcock is fellow of the Institute of Materials, Minerals and Mining and a chartered scientist.
Ashutosh Tiwari is a Professor of Manufacturing Informatics and Head of the Product and Service Innovation Centre at Cranfield University. Over the last fifteen years, he has established Cranfield as one of the centres of excellence in the application of computing techniques to process and product design optimisation. Within this area, he has developed two novel internationally recognised research themes that focus on manufacturing process optimisation and business process optimisation. He has produced 186 research publications and was awarded the Institution of Mechanical Engineers (IMechE) Thatcher Bros Prize 2008/09 for the best journal paper in manufacturing. He is an Editorial Board Member of 4 journals and Guest Editor of special issues for 3 journals. He has successfully completed the supervision of 12 PhD/EngD theses and 57 MSc theses. He has secured around £4m of research funding from Government grants (UK and overseas) and industry. He is currently a member of the executive committee of the EPSRC Centre for Innovative Manufacturing in Through-life Engineering Services.
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Gkekas, K., Alcock, J. & Tiwari, A. An investigation of the dynamic features of service design methods. J Serv Sci Res 4, 353–381 (2012). https://doi.org/10.1007/s12927-012-0014-1
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DOI: https://doi.org/10.1007/s12927-012-0014-1