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Fan Out of Japanese Service Engineering - the State of the Art -

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Functional Thinking for Value Creation

Abstract

Recently, we have seen a rapid rise in expectations that engineering and scientific approaches will bring dramatic improvements in the design and production of services. There is a critical need to establish a method to measure customer satisfaction with services that guarantees certain objectivity and use this information to create services that are better in quality. However, this cannot be achieved by systematically exploiting information or more intense labor. To tackle this problem, we have been focusing our efforts on service engineering since 2001. This paper provides the state of the art in service engineering and the tools for it that we developed.

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Author information

Authors and Affiliations

  1. Department of System Design, Tokyo Metropolitan University, Tokyo, Japan

    Yoshiki Shimomura, Kentaro Watanabe, Fumiya Akasaka & Koji Kimita

Authors
  1. Yoshiki Shimomura
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  2. Kentaro Watanabe
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  3. Fumiya Akasaka
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  4. Koji Kimita
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Editor information

Editors and Affiliations

  1. , Institut für Werkzeugmaschinen, Technische Universität Braunschweig, Langer Kamp 19B, Braunschweig, 38106, Germany

    Jürgen Hesselbach

  2. , Institut für Werkzeugmaschinen, Technische Universität Braunschweig, Langer Kamp 19 B, Braunschweig, 38106, Germany

    Christoph Herrmann

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Shimomura, Y., Watanabe, K., Akasaka, F., Kimita, K. (2011). Fan Out of Japanese Service Engineering - the State of the Art -. In: Hesselbach, J., Herrmann, C. (eds) Functional Thinking for Value Creation. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-19689-8_5

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  • DOI: https://doi.org/10.1007/978-3-642-19689-8_5

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  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-19688-1

  • Online ISBN: 978-3-642-19689-8

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