Designing service machines : translating principles of system science to service design
By: Roy, Ram Babu
Title By: Lillrank, Paul | V.K. Sreekanth | Torkki, Paulus
Material type:
BookSeries: Translational systems sciences 15.Publisher: Singapore : Spinger, c2019.Description: xv, 82 p. : ill. ; 25 cm.ISBN: 9789811309168Subject(s): Service industries | Industrial management | Computer Literacy | Computer / Data ProcessingDDC classification: 004 RO DE Online resources: Location Map | Item type | Home library | Call number | Status | Notes | Date due | Barcode | Item holds |
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| REGULAR | University of Wollongong in Dubai Main Collection | 004 RO DE (Browse shelf) | Available | Jan 2019 | T0060662 |
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| 004 RA IN Introduction to information systems / | 004 RA IN Introduction to information systems / | 004 RA IN Introduction to information systems / | 004 RO DE Designing service machines : | 004 RO LE The role of theory in computer science : | 004 SA US Using information technology : | 004 SH DI Discovering computers 2005 : |
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
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.