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UNIVERSIDAD NACIONAL DE INGENIERÍA - FIIS 2016- I

Ingeniería de Sistemas  FECHA: 04/06/2016

INGENIERÍA EMPRESARIALST 295 – V

SEBo !P"ginas #$%''(

 Fundamentos de los Servicios

Profesor: MSc. Jorge Daniel Llanos Panduro

Alumno: Palma Martinez, Luis Miguel

Código: 200!"#

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Fundamentals of Services

Services are activities that cause a transformation of the state of an entity (aperson, product, business, region, or nation) by mutually agreed terms

between the service provider and the customer. Individual services arerelatively simple, although they may require customization and signicantbac!stage support (e.g., database, nowledge management, analysis,forecasting, etc.) to assure quality and timely delivery. "roduct services are alsorelatively straightforward as product specications, performance standards,quality control, installation guidelines, and maintenance procedures requiregood communication and understanding between providers and users.#usiness services can be rather comple$% some may involve intensivenegotiations, wor process alignment, quality assurance, team collaboration,and service coproduction. &oreover, 'hang (*) states that+ -egional andational services are even more comple$, as they may a/ect policy, customregulations, e$port permits, local business practices, logistics, distribution, and

other such issues0 (see also 'omple$ity).

Service Systems

 1he service and2or set of services developed and accessible to the customer(individual consumer or enterprise) are enabled by a service system. Servicesystem staeholders may interact to create a particular service value chain tobe delivered with a specic ob3ective (Spohrer and &aglio *). Servicesystem entities dynamically congure four types of resources+ people,technology2environment infrastructure, organizations (glossary)2institutions,and shared information2symbolic nowledge. Service systems can be eitherformal or informal in nature. In the case of formal service systems, theinteractions are contracted through service level agreements (S45). Informalservice systems can promise to recongure resources without a writtencontractual agreement% in the case of the emergency transports operationse$ample discussed in the Service Systems #acground article, there is noformal contractual agreement (i.e., S45) between the user requesting theservice and the agency providing the service other than apromise6 for a quicand e7cient response. S45s are written contracts between and among servicesystem entities, as well as the legal system for enforcing the contracts. 1hestudy of informal service systems contains the study of relationships(communications, interactions, and promises) between service systems andsocial systems, cultural norms and beliefs, as well as political systems that can

maintain those relationships (Spohrer and 8wan 9). 1he resources areeither physical or non!physical and have rights or no rights. See :igure * below+

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B Information Driven+ 1he creation, management, and sharing of informationis crucial to the design, production, and delivery of services.B Customer Centric+ 'ustomers are generally the co!producer of the services,as in the case of self!service.'ustomers require a certain degree of self!adaptation or customization andcustomers must be satised with the rendered services.

• E (electronics) Oriented+ Services are becoming increasingly e!oriented. 1hus, e!access, e!commerce, and e!customer management are crucial to e!services.B Productivity Focused+ #oth e7ciency and e/ectiveness are important inthe design, delivery, and support of services.• Value Addin+ Services need to provide some value for the target clients.:or prot!seeing service companies, the value produced for customers assuresthe companyCs protability. :or non!prot service entities, the value producedfor customers reinforces the quality of a service entityCs policy.

5 service system is dened by its value co!creation chain in which staeholders

wor in open collaboration to deliver consistently high quality service accordingto business goals, service goals, and customer goals. 5 value proposition canbe viewed as a request from one service system to another to run an algorithm(the value proposition) from the perspectives of multiple staeholdersaccording to culturally determined value principles. 1he four primarystaeholderDs perspectives in regards to value are the customer, provider,authority, and the competitors.:igure below depicts value calculations from multiple staeholderperspectives.

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:rom an engineering design point of view, the service and business goals arean entry point through which to analyze the business architectures (includingorganization and processes) needed, which in turn demand alignment betweenthe information technology (I1) components and technology architecture toachieve the goals. :rom a systems engineering perspective, the ne$t step is toidentify service system entities that could participate in the service delivery

(people, organizations, technologies, processes, etc.).

Service System Entities

Spath and :ahnrich (=) dened a service meta!model comprised of ninetypes of entities+

*. Customers+ customer features, customer attitudes, and customerpreferences%. !oals+ business goals, service goals, customer goals, and enterprise culturegoals%

@. In"uts+ physical, human beings, information, nowledge, currency, andconstraints%E. Out"uts+ physical, human beings, information, nowledge, currency, andwaste%F. Processes+ service provision, service operations, service support, customerrelationships, planning and control, and call center management%G. #uman Ena$lers+ service providers, support providers, management, andowner organization (enterprise)%=. Physical  Ena$lers+ owner organization (physical), buildings, equipment,furnishings, and location%9. Informatics Ena$lers+ information, nowledge, procedures and processes,decision support, and sill acquisition% and

?. Environment+ political factors, economic factors, social factors,technological factors, environmental factors, legal factors ("HS1H4), andphysical factors.

 1hus, a service or service o/ering is created by the relationships among servicesystem entities (including information ows) through business processes intostrategic capabilities that consistently provide superior value to the customer. If we were to represent the service as a networ diagram (as in :igure @ below),then the entities represent the nodes and the lins represent the relationshipsbetween nodes.

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Service System #ierarchy

Systems are part of other systems which are often e$pressed by systemshierarchies (Syttner *) to create a multilevel hierarchy, and thus the

service system is composed of service system entities that interact throughprocesses dened by governance and management rules to create di/erenttypes of outcomes in the conte$t of staeholders with the purpose of providingimproved customer interaction and value co!creation. H$amples of servicesystem entities are business enterprises, nations, or in the simplest form, aperson (consumes and produces services).Jsing the hierarchical approach, Spohrer conceptualizes an ecosystem at thehighest level in which a service system is an entity of its own. 1his concept ise$tended to create the service system hierarchy as described in :igure E below(Spohrer **% &aglio and Spohrer 9% &aglio et al. *).

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Service System Attri$utes

 1he fundamental attributes of a service system include togetherness, structure,behavior, and emergence. 5s mentioned earlier, todayDs global economy isvery competitive and a service system may be very competitive in a given

environment at a given time (the business space). 1he service systemDstra3ectory should be well controlled a time goes by (Kiu ?) since servicesare real time in nature and are consumed at the time they are co!produced6(1ien and #erg @), that is, during service transactions.

 1he service system should evolve and adapt to the conditions within thebusiness space in a manner which ensures that the customized servicebehaves as e$pected. 1his adaptive behavior of service systems implies thattheir design must be truly trans!disciplinary+

They must include techniques from social science (i.e., sociology, psychology, and philosophy) and management (i.e., organization,

economics, and entrepreneurship). As a consequence, Systems, Man,and Cybernetics (SMC) must epand their systems (i.e., holisticoriented), man (i.e., decision!oriented), and cybernetics methods toinclude and be integrated "ith those techniques that are beyond scienceand engineering. (#ipel et al. $%%&)

%eferences

&or's Cited

'hang, '.&. *. Service Systems &anagement and Hngineering+ 'reatingStrategic iley N Sons, Inc.

'hesbrough, A. **. Lpen Services Innovation+ -ethining Oour #usiness to;row and 'ompete in a ew Hra. San :rancisco, '5, JS5+ Mossey!#ass.

'ore;-I

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&aglio, "., '. 8ieliszewsi, and M. Spohrer. *. Aandboo of Service Science.ew Oor, O, JS5+ Springer Science and #usiness &edia.

&aglio, "., and M. Spohrer. 9. 0:undamentals of Service Science.0 Mournal ofthe 5cademy of &areting Science. @G (*)+ *9!.

Kiu, -. ?. 0'omputational 1hining of Service Systems+

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Spath,

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Rargo, S.4., and &.5. 5aa. ?. 0Service!