Development of a framework for Poka-Yoke system performance assessment during the service design for attaining leanness

In service systems, variability is encountered in many components, interfaces, and entities interacting with the system. There could be variations in service system performance across different usage situations and conditions. There could be operator-introduced variations in operating the system, and there could be customer- introduced variability in service operations. Since the specific usage of the service system and the usage conditions can vary, the resultant variations in service performance can impact consumer preferences for and satisfaction with the service system. While some variability has a negative impact on customers, other kinds of variations may be preferred by customers. In designing service systems, one has to understand the sources and types of variability. Any service system that is designed should be robust to these variations - both in system performances and consumer preferences and satisfaction. Achieving the robustness criteria, however, implies consideration of a large number of design criteria across multiple functions - both system design and customer-facing functions. In this paper, we present the factors that need to be considered in service system design which encounter variations not only in usage, but also in operator and customer skill levels, perception of system complexity, preference and satisfaction. We identify the research issues involved and present a general framework to tackle such service system design problems.

In service systems, variability is encountered in many components, interfaces, and entities interacting with the system. There could be variations in service system performance across different usage situations and conditions. There could be operator-introduced variations in operating the system, and there could be customer-introduced variability in service operations. Since the specific usage of the service system and the usage conditions can vary, the resultant variations in service performance can impact consumer preferences for and satisfaction with the service system. While some variability has a negative impact on customers, other kinds of variations may be preferred by customers. In designing service systems, one has to understand the sources and types of variability. Any service system that is designed should be robust to these variations––both in system performances and consumer preferences and satisfaction. Achieving the robustness criteria, however, implies consideration of a large number of design criteria across multiple functions––both system design and customer-facing functions. In this paper, we present the factors that need to be considered in service system design which encounter variations not only in usage, but also in operator and customer skill levels, perception of system complexity, preference and satisfaction. We identify the research issues involved and present a general framework to tackle such service system design problems.

In what ways might systems thinking be helpful to designers? In the 21st century, the types of project with which designers have become engaged has expanded to include service systems. Service systems are typically composites of mechanisms, organisms, human beings and ecologies. Systems thinking is a perspective with theories, methods and practices that enables transcending disciplinary boundaries. Application of systems thinking in designing a service system can aid in surfacing potential flaws and/or anticipating future breakdowns in functions, structures and/or processes. Designers and systems thinkers should work together to improve the nature of service systems. As a starter set into these conversations, seven conditions are proposed as a starting context. These conditions are presented neither as rigourously defined nor as exhaustive, but as an entry point into future joint engagement.

This paper presents a metamodel that addresses service system analysis and design based on an operational view of service that traverses and integrates three essential layers: service activities, service systems, and value constellations. The metamodel's service-in-operation perspective and underlying premises diverge from a view of service systems as systems of economic exchange that has appeared a number of times in the journal Service Science. In addition to the metamodel itself, this paper's contributions include an explanation of eight premises on which it is based plus clarifications concerning concepts such as service, service system, customer, product/service, coproduction and cocreation of value, actor role, resources, symmetrical treatment of automated and nonautomated service systems, and the relationship between service-dominant logic and service systems. Many articles have discussed these topics individually; few, if any, have tied them together using an integrated metamodel.

PurposeResearch suggests that service‐dominant designs are superior to goods‐dominant; but why? The purpose of this paper is to answer three questions. First, in what way is a service system based on service‐dominant logic (SDL) superior to one based on goods‐dominant logic (GDL)? Second, which characteristics of the service system facilitate the co‐creation of value‐in‐context as perceived by the customer? Third, how do customers describe the contents of these characteristics?Design/methodology/approachIn an experiment, the authors compared two different service systems designed with different mindsets. The experiment was carried out with a group of habitual bus travellers to plan a specific journey using two online service systems by two different organizations; one exhibited a goods‐dominant mindset, and the other a service‐dominant mindset. The subjects' opinions of the two systems were gathered, and sentiment analysis was performed on the opinions to uncover the rationale behind the operational superiority of an SDL‐based system in value co‐creation.FindingsThe sentiment analysis identified three key differentiators: intangibles; operant resources; and information symmetry as the reason why an SDL‐based service system is superior to a GDL‐based system. The study also identified specific attributes linked to the key differentiators that could be built into a service system design and verified during a review of that design.Originality/valueThe paper contributes to research by: showing why an SDL based service system is superior to a GDL based one; proposing guidelines for service system design based on SDL to arrive at a favourable customer experience; and to managers by showing that customers have much to contribute in service development and realisation.

This paper begins with the presentation of a service classification with two dimensions – continuity of coproduction and mutual adaptability, which define the four-category service systems served as a new reference architecture of service system design. The purpose of iDesign is to propose semi-automated value coproduction and systematic service innovation through the system awareness of ecological symbiosis. Namely, this paper proposes a methodology for service system design based on the symbiosis concepts, and the four-category service systems are characterised by the benefit-exchange properties of symbiosis (among the interactions and relationships between providers and customers during value coproduction). Meanwhile, this paper outlines a service performance evaluation model (in consideration of service productivity and customer satisfaction) and subsequently specifies the goal performance criteria as required for the four-category service systems. Finally, three artwork design service systems are used to exemplify the ideas behind the methodology of symbiosis-based service system design.

The objective of this paper is to review recent developments in service theory and systems theory with a view to identifying common features between the two. In particular, the study explores the issue of whether so-called ‘smart service systems’ can be understood in terms of the ‘viable systems approach’ of systems theory. The paper begins with a review of recent developments in service theory by examining the fundamental principles of service-dominant logic (S-D logic) and service science (SS). The similarities and differences of the two are explored, with particular emphasis on the common feature of the service system. The study then moves to the realm of systems theory by exploring the main proposals of the viable systems approach (VSA), which is an interdisciplinary systems theory that includes elements derived from resource-based theory, biology, sociology, and mechanics. The paper then draws together service theory and systems theory by examining whether ‘smart service systems’ can be best understood in terms of ‘viable service systems.’ The most important finding of the study is that the VSA provides valuable insights into the design and management of smart service systems, especially with regard to harmonisation, systems governance, and successful value co-creation processes. [Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

In this article, we study the design and innovation of smarter service systems considering the deep integration of real service systems and virtual service elements. Specifically, we consider the perspective of life-cycle service system design and innovation that must consider the “social space” factors, such as stakeholders’ behaviors, which increases the complexity of service cyber–physical–social systems (CPSSs). We propose a new methodology framework, the semiparallel service system (SPSS) framework, following the CPSS architecture and artificial societies, computational experiments, and parallel execution (ACP) methodologies emerging in complex system modeling. We design two decomposition-then-aggregation loops to reduce the complexity of service systems innovation. In the first loop, we expand the Vee model of systems engineering to the N model to show how to develop an innovative service system step by step. In the second loop, the SPSS, in which the hybrid service system is parallel with the real service system, maintains the continuous innovations of the system. Following our framework, we can design prototypes, perform experiments, and run the hybrid service system. We use two cases, an Internet hospital platform design and a new service design in a customs bonded warehouse, to demonstrate the advantages and potential of our proposed methodology. Finally, we discuss the future research challenges and directions.

\n Apesar do valor percebido pelo cliente ser um dos principais determinantes da intenção de compra, lealdade e da satisfação dos clientes, observa-se que não existem modelos abrangentes de sistemas de serviço orientados para a entrega de valor ao cliente. Visando preencher esta lacuna, esta tese teve por objetivo desenvolver um modelo abrangente de sistema de serviço orientado para a entrega de valor ao cliente. Nesse sentido, inicialmente realizou-se uma pesquisa bibliográfica para levantar na teoria de marketing os diversos aspectos relacionados ao projeto e gestão dos sistemas de serviço e identificar modelos de sistemas de serviço focados no cliente desenvolvidos anteriormente. Os resultados da pesquisa bibliográfica forneceram a base para a construção do modelo proposto, o qual se fundamenta na orientação para o mercado, na cultura de serviço e no marketing interno para implementar os seguintes processos, cada qual se constituindo em um subsistema do sistema de serviços: desenvolvimento da orientação para o mercado; desenvolvimento da cultura de serviço; desenvolvimento de inovações; projeto do sistema de serviço; implementação do sistema de serviço; monitoramento do desempenho; desenvolvimento das ações de marketing interno. Para conferir maior robustez ao modelo proposto, considerou-se importante que ele fosse complementado com a visão de empresários do setor de serviços sobre os aspectos relacionados à entrega de valor ao cliente, a qual foi obtida mediante a realização de uma pesquisa empírica de dois estágios. No primeiro estágio realizou-se uma pesquisa descritiva quantitativa para identificar empresas cujos empresários possuíam atitude favorável à adoção do foco no cliente como direcionador-chave para o sucesso nos negócios e dos esforços para aperfeiçoamento do sistema de serviço. De uma amostra de 16 empresas, 4 foram selecionadas como casos a serem estudados no estágio 2. O segundo estágio da pesquisa envolveu a realização de um estudo de caso de caráter exploratório e natureza qualitativa para captar e entender a visão dos empresários das empresas objeto do estudo de caso sobre os diversos aspectos relacionados à entrega de valor ao cliente, o que foi feito através da condução de entrevistas semi-estruturadas. As informações obtidas a partir dessas entrevistas proveram reflexões sobre os aspectos valorizados pelo cliente, as dificuldades relacionadas à entrega de valor ao cliente, as ações para se garantir a entrega de valor ao cliente e o projeto do sistema de serviço visando à entrega de valor ao cliente, as quais foram utilizadas para complementar o modelo construído anteriormente. Por ter sido concebido com base na abordagem sistêmica, o modelo se comporta como um sistema aberto que se relaciona com o ambiente, recebendo elementos dele (fatores motivadores, condicionantes externos e condicionantes internos), processando-os (atividades desempenhadas pelos diversos subsistemas que compõem o sistema de serviços) e devolvendo os elementos processados ao meio (resultados), gerando uma corrente de entradas e saídas, a qual faz com que o sistema opere como uma caixa preta, mas com mecanismos de controle e auto-regulação (feedback) que permitem conduzir e adaptar o processo de transformação de modo a se alcançar o objetivo de se entregar valor aos clientes. O modelo proposto destaca a necessidade de alinhamento entre filosofia, valores, comportamentos, métricas e sistemas a fim de se projetar um sistema de serviço orientado para a entrega de valor ao cliente e a necessidade de uma liderança forte para se implementar o projeto desenvolvido. Espera-se que o modelo proposto contribua para a ampliação do conhecimento sobre os componentes do sistema de serviço, dos relacionamentos entre eles e de como o aperfeiçoamento deles pode contribuir para a entrega de valor ao cliente, constituindo-se, assim, em uma ferramenta eficaz para o projeto e gestão dos sistemas de serviço.\n

To strengthen service science as an academic discipline, we need to bridge disciplinary silos. A strongly connected network of silo-to-silo bridges can facilitate a generation of foundational knowledge and best practices needed to foster substantive continuing innovation in service system design. Such innovation can have an enormous impact on service system performance and thus quality of life for users of these systems. Drawing from insights gained from discussions at the “Smarter Service Systems through Innovation Partnerships and Transdisciplinary Research” workshop, held by the Massachusetts Institute of Technology and the National Science Foundation during November 20–21, 2014, we explore the challenges facing researchers, system designers, and industry players seeking to drive innovation in service system design. We then present ideas in three major areas for surmounting those challenges: (a) designing service systems with human beings (not just technology) in mind, (b) fostering transdisciplinary research, and (c) forging new kinds of partnerships among diverse stakeholders.

In the early stage, service system had been implemented with a functionality point of view on designing or implementing system. Because service had been designed to bring functionality into focus, critical issue that it must modify all structure of service system when service was adding or modifying had occurred sometimes. New technology, SOA that designs system with a service-oriented point of view has introducing to solve problem. That is, when it designs business service system, it designs with a business process or service point of view and reuse the legacy application program or resources. Therefore, this paper proposes the SOA-based business collaboration system for e-Business or u-Business and the needed component. Also, it explains how to compose the component about one service among various business services. To do this, it firstly analyzes modules operated at the legacy e-business service systems and redefines those functions with service point of view. And it recomposes the defined process or service with SOA concept. It designs components with CBD method in order to reuse legacy application resources. Hereby, resource reusability is maximizing. As service engine is composed of CBD-based component, it is easy to migrate new service to the proposed system. And legacy system's modification will be minimized because of reusing the legacy modules and providing interface adaptor.

The design focus is shifting from industrial projects to service systems due to the service economy. The research on designing a service system becomes more important. The difficulty of designing a new service system is how to share values among many stakeholders involved. The scope of design becomes wider, more complex and including more interactions among various stakeholders. Because of these shifts, the new research on service system design is emerging. In this paper, a service system design framework is proposed, which is based on two viewpoints, such as systems with value sharing condition and scopes of system layers. Using the framework, a service system prototype workshop is designed and executed. The paper shares the evaluation result and findings.

In this paper, a unified definition of the service system is proposed. The motivation of this research effort is based on our observation that there are diverse definitions or descriptions of the service system in the literature and they have not provided an identity of the service system. Our goal to define the service system is thus to establish its identity. The most salient feature in our definition is the introduction of three subsystems in a service system: infrastructure, substance, and management. The substance flows over the infrastructure under the constraints of management. A service is established at the moment when the substance interacts with the human to cause a change in the human's status or state under a protocol, which further meets the human's request and need. With this new definition, a service system can be distinguished from other systems, such as manufacturing system, agricultural system, and product system. The new definition will be useful to classification of various service systems and various theories for service systems, which is the key to knowledge management for service systems and to optimization of design and management of service systems.

ABSTRACTThe emergence and continuing rise of cyber-physical systems (CPS) poses significant challenges and opportunities for production and logistics firms. In order to exploit the potential of CPS in the corporate context, it is essential to understand CPS applications from a holistic systems perspective. This service systems perspective creates an understanding of the processes, activities and the corresponding resources (participants, information, technologies). In order to expand the knowledge on the design of such service systems, this paper identifies CPS applications from industrial production and logistics and analyses their influence on processes, activities and resources. By combining related literature and interviews with specialists from both industries, the following four key challenges for the design of service systems were identified: (i) the challenge of ‘information management’, meaning the design and management of information flows and the related infrastructure; (ii) the collaboration management’ between the internal and external actors involved in the service system; (iii) the capability exploitation’ of CPS; and (iv) the ‘management of the increasing complexity’ of CPS-based service systems, which results from an extended resource base.

The existence of IT services in supporting business processes is a must in today's modern organizations. The main goal to be achieved is to maintain the existence of the organization in accordance with the times. In practice, the development of IT services is highly dependent on the availability of human resources who have competence in software development. However, this limitation can be overcome by involving external parties (external outsourcing) as software developers. However, this approach has a weakness if the organization's service needs are not well defined, so it will be difficult for external parties who do not understand the organization's business processes; it has the potential to cause differences in specifications and development results. The PUPH Directorate has the same problem in realizing the transformation of forest management i.e., changing the RKUPH approval service from conventional to IT-based. To fulfill this, the PUPH Directorate must provide IT service design documents to develop IT services. Therefore, this study aims to design an IT service system that can then be used as a guide for application development by external parties. The SCSE framework was chosen as a guide in designing IT service systems. The resulting design evaluated against four SOA principles: coupling, cohesion, usability, and complexity. Based on the evaluation results, the values of the four principles are 0.009, 0.924, 0.010, and 3,000. It indicates that the resulting design are loosely coupling and high cohesion. Furthermore, adding web mockup activities and optimizing service blueprint activities in the SCSE framework makes it easier for organizations to develop business and IT service designs that align with organizational goals and strategies. In addition, the resulting design is easily understood by external parties so that the service system design that has been made becomes a control card for the development of IT services by external parties.