Service Systems Engineering Applications

Abstract

The rapid growth in the global service economy has greatly increased research in Service Science and Service Systems Engineering (SSE). In Service Systems practice, the service value chain in terms of links among system entities is defined to co- create value and deliver high quality of service. A Service System is thus defined by its value co-creation chain in which all relevant stakeholders collaborate dynamically in real time or near-real time to deliver high quality service according to the business, service, and customer goals. This paper illustrates how SSE can help define, and discover relationships among Service System entities and addresses the service-oriented, customer-centric, holistic systems view in order to plan, design, adapt or self- adapt to co-create value. Modern service systems, which may be classified as system of systems (SoS), mandate well-defined integration and governance to link service system entities for the real-time dynamic analysis of ever-changing requirements within a Service System. In this paper, SSE concepts and methodologies are applied across various SSE stages to describe an intelligent emergency transportation system and a near real-time dynamic Smart Grid service system. Additionally, issues which need to be addressed within SSE methodologies for global deployment of efficient world-wide service systems are discussed. Finally, future work required for improving current SSE methodologies and help steer research towards achieving global service effectiveness is discussed.