Research Opportunities in Service Process Design
نویسندگان
چکیده
This paper presents an overview of the new issues and research opportunities related to four service operations design topics—the design of retail and e-tail service processes, design of service processes involving waiting lines and workforce staffing, service design for manufacturing, and re-engineering service processes. All four topics are motivated by new technologies (particularly web-based technologies) and require a multi-disciplinary approach to research. For each topic, the paper presents an overview of the topic, the relevant frameworks, and a discussion of the research opportunities. © 2002 Elsevier Science B.V. All rights reserved.
منابع مشابه
Agent-Based System Design for Service Process
Compared with traditional manufacturing scheduling, service process scheduling poses additional 7 challenges attributable to the significant customer involvement in service processes. In services, there are typically 8 no inventoried products, which make the service provider’s capacity more sensitive to dynamic changes. Service 9 process scheduling objectives are also more complicated due to th...
متن کاملCo-design for Government Service Stakeholders
Digital services continually evolve to support a growing diversity of users with an ever varying internet-enabled device numbers. The diversity and ambition of digital services is motivated in part by new technology, channels and users within internet enabled smart environments. To address this growing fluidity a co-design approach has been developed that focuses on Government to Citizens (G2C)...
متن کاملDesign Opportunities in Service-Product Combined Systems
This paper aims to examine recent research issues related to the integration of service and product in view of industrial design. Further, it attempts to identify new opportunities for further research regarding “product-servicization” vs. “service-productization”. In the continued efforts to provide the users with fuller experiences, one major trend is the blending of products and services. Mu...
متن کاملDesigning Multichannel Value Propositions to Enhance Value-Cocreation Phenomenon
Service Science introduced the abstraction of service systems, which while jointly interacting can cocreate value. The term “cocreation” captures the collaborative nature of value creation. Whilst value, between two or more service entities, is always cocreated, value-cocreation is rarely considered in designing a service even though this is a main design driver that leads to successful constru...
متن کاملSustainable Product Service Systems in Small and Medium Enterprises (SMEs): Opportunities in the Leather Manufacturing Industry
This paper presents an approach to identify opportunities to develop sustainable Product Service Systems (PSS) involving Small and Medium Enterprises (SMEs). The purpose of the research is to build understanding of how the integration of product and service design and the use of Information and Communication Technologies (ICT) can contribute to identify opportunities to develop sustainable PSS ...
متن کامل