| LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
2018944770 |
| INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9789811309168 |
| DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Call number |
004 RO DE |
| MAIN ENTRY--PERSONAL NAME |
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| Authors |
Roy, Ram Babu |
| TITLE STATEMENT |
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| Title |
Designing service machines : |
| Subtitle |
translating principles of system science to service design |
| Statement of responsibility, etc |
Ram Babu Roy ... [et al.] |
| PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
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| Place of publication |
Singapore : |
| Publisher |
Spinger, |
| Date |
c2019. |
| PHYSICAL DESCRIPTION |
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| Extent |
xv, 82 p. : |
| Other Details |
ill. ; |
| Size |
25 cm. |
| SERIES STATEMENT |
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| Series statement |
Translational systems sciences 15 |
| CONTENTS |
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| Contents |
Intro; Dedication; Foreword; Preface; Acknowledgments; Contents; Abbreviations; Chapter 1: Introduction; Chapter 2: The Conceptual Tools; 2.1 Scientific Thinking; 2.2 Knowledge as a Basis for Technology; 2.3 Systems and System Thinking; 2.4 Socio-technical Systems; 2.5 Information System for Services; 2.6 Internet of Things (IoT) and Analytics; 2.7 Sustainability; 2.8 Segmentation; 2.9 Definition of Services; 2.9.1 Services as Immaterial Products; 2.9.2 Services as Collaboration; 2.9.3 Services as Resource Integration; 2.9.4 Services as State Changes; 2.10 Types of Services; 2.11 Processes 2.12 The Business Model and the Service MachineChapter 3: The Service Machine; 3.1 Universal Machine - Definition of Machine; 3.2 The Service Machine; 3.3 The Service Machine Template; 3.3.1 The Job to Be Done; 3.3.2 Customer Interfaces; 3.3.3 Technology; 3.3.4 Production Functions; 3.3.5 Structure; 3.3.6 Functioning and Processes; 3.3.7 Control, Adjustment, and Improvement; 3.3.8 Key Performance Indicators (KPI); 3.4 Service Systems as Connected Service Machines; Chapter 4: Case Studies; 4.1 Emergency Medical Services (EMS); 4.2 The Service Machine Template for Emergency Medical Services 4.2.1 Job to Be Done4.2.2 Customer Interfaces; 4.2.3 Technology; 4.2.4 Service Production Function; 4.2.5 Structure in EMS; 4.2.6 Functioning and Processes; 4.2.6.1 Process Elements; 4.2.6.2 Setup, Preparation, Processing; 4.2.6.3 Process Layers; 4.2.7 Control, Adjustment, and Improvement; 4.2.8 Key Performance Indicators in EMS; 4.3 Emergency Department; 4.4 The Service Machine Template for Emergency Department; 4.4.1 Job to Be Done; 4.4.2 Customer Interfaces; 4.4.3 Technology; 4.4.4 Service Production Function; 4.4.5 Structure in ED; 4.4.6 Functioning and Processes; 4.4.6.1 Process Elements 4.4.6.2 Setup, Preparation, Processing4.4.6.3 Process Layers; 4.4.7 Control, Adjustment, and Improvement; 4.4.8 Key Performance Indicators in ED; 4.5 Interfacing Service Machines; 4.6 Discussion; Chapter 5: Summary and Discussion; References; Blank Page; Blank Page; Blank Page |
| SUMMARY |
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| Summary |
This book presents a general conceptual framework to translate principles of system science and engineering to service design. The primary focus is on the part of the service system that can reproduce such processes, called here a Service Machine, and methodological guidelines on how to analyze and design them. |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical Heading |
Service industries |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical Heading |
Industrial management |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical Heading |
Computer Literacy |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical Heading |
Computer / Data Processing |
| ADDED ENTRY |
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| Name |
Lillrank, Paul |
| ADDED ENTRY |
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| Name |
V.K. Sreekanth |
| ADDED ENTRY |
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| Name |
Torkki, Paulus |
| ELECTRONIC LOCATION AND ACCESS |
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| Uniform Resource Identifier |
https://uowd.box.com/s/4yp1eg7rig2cqu3vou1j4g62s0tvumag |
| Public note |
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