Service Systems

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Fundamentals of Service Systems

Author : Jorge Cardoso
Publisher : Springer
ISBN 13 : 3319231952
Total Pages : 378 pages
Book Rating : 4.3/5 (192 download)

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Book Synopsis Fundamentals of Service Systems by : Jorge Cardoso

Download or read book Fundamentals of Service Systems written by Jorge Cardoso and published by Springer. This book was released on 2015-12-12 with total page 378 pages. Available in PDF, EPUB and Kindle. Book excerpt: This textbook addresses the conceptual and practical aspects of the various phases of the lifecycle of service systems, ranging from service ideation, design, implementation, analysis, improvement and trading associated with service systems engineering. Written by leading experts in the field, this indispensable textbook will enable a new wave of future professionals to think in a service-focused way with the right balance of competencies in computer science, engineering, and management. Fundamentals of Service Systems is a centerpiece for a course syllabus on service systems. Each chapter includes a summary, a list of learning objectives, an opening case, and a review section with questions, a project description, a list of key terms, and a list of further reading bibliography. All these elements enable students to learn at a faster and more comfortable peace. For researchers, teachers, and students who want to learn about this new emerging science, Fundamentals of Service Systems provides an overview of the core disciplines underlying the study of service systems. It is aimed at students of information systems, information technology, and business and economics. It also targets business and IT practitioners, especially those who are looking for better ways of innovating, designing, modeling, analyzing, and optimizing service systems.

Service Systems Engineering and Management

Author : A. Ravi Ravindran
Publisher : CRC Press
ISBN 13 : 149872308X
Total Pages : 520 pages
Book Rating : 4.4/5 (987 download)

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Book Synopsis Service Systems Engineering and Management by : A. Ravi Ravindran

Download or read book Service Systems Engineering and Management written by A. Ravi Ravindran and published by CRC Press. This book was released on 2018-04-18 with total page 520 pages. Available in PDF, EPUB and Kindle. Book excerpt: Recipient of the 2019 IISE Institute of Industrial and Systems Engineers Joint Publishers Book-of-the-Year Award This is a comprehensive textbook on service systems engineering and management. It emphasizes the use of engineering principles to the design and operation of service enterprises. Service systems engineering relies on mathematical models and methods to solve problems in the service industries. This textbook covers state-of-the-art concepts, models and solution methods important in the design, control, operations and management of service enterprises. Service Systems Engineering and Management begins with a basic overview of service industries and their importance in today’s economy. Special challenges in managing services, namely, perishability, intangibility, proximity and simultaneity are discussed. Quality of service metrics and methods for measuring them are then discussed. Evaluating the design and operation of service systems frequently involves the conflicting criteria of cost and customer service. This textbook presents two approaches to evaluate the performance of service systems – Multiple Criteria Decision Making and Data Envelopment Analysis. The textbook then discusses several topics in service systems engineering and management – supply chain optimization, warehousing and distribution, modern portfolio theory, revenue management, retail engineering, health systems engineering and financial services. Features: Stresses quantitative models and methods in service systems engineering and management Includes chapters on design and evaluation of service systems, supply chain engineering, warehousing and distribution, financial engineering, healthcare systems, retail engineering and revenue management Bridges theory and practice Contains end-of-chapter problems, case studies, illustrative examples, and real-world applications Service Systems Engineering and Management is primarily addressed to those who are interested in learning how to apply operations research models and methods for managing service enterprises. This textbook is well suited for industrial engineering students interested in service systems applications and MBA students in elective courses in operations management, logistics and supply chain management that emphasize quantitative analysis.

Smart Product-Service Systems

Author : Pai Zheng
Publisher : Elsevier
ISBN 13 : 0323852483
Total Pages : 256 pages
Book Rating : 4.3/5 (238 download)

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Book Synopsis Smart Product-Service Systems by : Pai Zheng

Download or read book Smart Product-Service Systems written by Pai Zheng and published by Elsevier. This book was released on 2021-06-23 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Smart Product-Service Systems draws on innovative practice and academic research to demonstrate the unique benefits of Smart PSS and help facilitate its effective implementation. This comprehensive guide explains how Smart PSS reshapes product-service design in several unique aspects, including a closed-loop product design and redesign manner, value co-creation with integrated human-machine intelligence, and solution design context-awareness. Readers in industry as well as academia will find this to be an invaluable guide to the current body of technical knowledge on Smart Product-Service Systems (Smart PSS), future research trajectories, and experiences of implementation. Rapid development of information and communication technologies, artificial intelligence, and digital technologies have driven today's industries towards the so-called digital servitization era. As a result, a promising IT-driven business paradigm, known as Smart Product-Service Systems (Smart PSS) has emerged, where a large amount of low cost, high performance smart, connected products are leveraged, together with their generated on-demand services, as a single solution bundle to meet individual customer needs. - Explains what factors a company needs to consider in their transition towards digital servitization and its advantages - Describes how this field relates to the sustainability movement, and how Smart PSS can be implemented in a sustainable way - Includes detailed case studies from different industries, including DELTA Electronics Inc. Singapore (smart commercialization), COMAC aviation industry (smart manufacturing servitization), and Van High Tech (smart building services)

Service Systems

Author : Jorge Cardoso
Publisher : Springer
ISBN 13 : 3319108131
Total Pages : 104 pages
Book Rating : 4.3/5 (191 download)

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Book Synopsis Service Systems by : Jorge Cardoso

Download or read book Service Systems written by Jorge Cardoso and published by Springer. This book was released on 2014-09-02 with total page 104 pages. Available in PDF, EPUB and Kindle. Book excerpt: This SpringerBrief explores the internal workings of service systems. The authors propose a lightweight semantic model for an effective representation to capture the essence of service systems. Key topics include modeling frameworks, service descriptions and linked data, creating service instances, tool support, and applications in enterprises. Previous books on service system modeling and various streams of scientific developments used an external perspective to describe how systems can be integrated. This brief introduces the concept of white-box service system modeling as an approach to model the internal aspects and elements of service systems. This approach provides descriptions that can be used for service management, optimization, and analytics. Service Systems: Concepts, Modeling, and Programming is designed for researchers, teachers, and advanced-level students who want to learn about the new emerging field of service science and IS/IT practitioners who are looking for better ways to describe, model, and communicate services.

The Lean Toolbox for Service Systems

Author : John Bicheno
Publisher : Picsie Books
ISBN 13 : 9780954124441
Total Pages : 0 pages
Book Rating : 4.1/5 (244 download)

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Book Synopsis The Lean Toolbox for Service Systems by : John Bicheno

Download or read book The Lean Toolbox for Service Systems written by John Bicheno and published by Picsie Books. This book was released on 2008 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Presents a set of core tools for Lean service operations with particular attention given to mapping tools in service. Begins with the inter-related concepts of The Systems Approach and Lean Philosophy as they apply to service. Continues with a classification for Lean Service and gives a three-level approach to mapping in various types of service situation. Concludes with a look at the essential Lean service tools.

Introduction to Product/Service-System Design

Author : Tomohiko Sakao
Publisher : Springer Science & Business Media
ISBN 13 : 1848829094
Total Pages : 287 pages
Book Rating : 4.8/5 (488 download)

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Book Synopsis Introduction to Product/Service-System Design by : Tomohiko Sakao

Download or read book Introduction to Product/Service-System Design written by Tomohiko Sakao and published by Springer Science & Business Media. This book was released on 2009-11-27 with total page 287 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Introduction to Product/Service-System Design" contains a collection of practical examples demonstrating how to design a PSS in industry. These recent examples are the results of applying various theories developed in different countries and therefore accommodating diverse cultural differences. Providing a useful overall guide to the state of the art in theory and practice, each chapter covers the cutting edge of a different methodology or practice. The book’s focus on design is also evident in the discussion of how to anticipate and utilize the various dynamics within each dimension. "Introduction to Product/Service-System Design" will help improve working processes and inspire creative thinking for the wide range of people involved in designing a PSS: designers, marketing professionals, sales staff, production engineers, and service engineers. It can also serve as a reference book for university students on advanced courses.

Made to Serve

Author : Timothy Baines
Publisher : John Wiley & Sons
ISBN 13 : 1118585283
Total Pages : 277 pages
Book Rating : 4.1/5 (185 download)

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Book Synopsis Made to Serve by : Timothy Baines

Download or read book Made to Serve written by Timothy Baines and published by John Wiley & Sons. This book was released on 2013-04-09 with total page 277 pages. Available in PDF, EPUB and Kindle. Book excerpt: A comprehensive, practical introduction to one of the most important new trends in manufacturing, globally The delivery of a service component as an added value when providing products, servitization is all the rage in the manufacturing sector around the world. Yet, despite the clear competitive advantage of servitization, most manufacturers remain reluctant to venture into, what for them, is a strange new world. Written by a team of internationally respected servitization experts and innovators, this book provides you with a detailed road map for successfully navigating the servitization terrain. Unlike most authors on the subject who merely sing the praises of servitization, Baines and Lightfoot provide you with a framework for accessing the feasibility of adopting a services-led competitive strategy in your company, along with strategies for designing and implementing the kinds of service offerings customers increasingly are coming to expect. Grounded in real-world practice and supported by a wealth of up-to-the minute research, this book helps ease the way for manufacturers considering adopting a servitization model Shows how to exploit your company's manufacturing competencies to build a strong servitization element without becoming "just another services company" Provides numerous illustrations and examples of services-led competitive strategies, with an emphasis on the advanced services most widely associated with servitization worldwide Packed with fascinating and instructive case studies from leading manufacturing firms across industry sectors, including Caterpillar, Rolls-Royce, Alstom, MAN, Xerox and others

Secret Service

Author : John R. DiJulius III
Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 0814426972
Total Pages : 186 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Secret Service by : John R. DiJulius III

Download or read book Secret Service written by John R. DiJulius III and published by AMACOM Div American Mgmt Assn. This book was released on 2003-01-28 with total page 186 pages. Available in PDF, EPUB and Kindle. Book excerpt: “Either you can decide to compete on price alone and pray you can maintain a cost structure to generate a profit, or you can provide magical moments that create value for your guests. . . . Throughout Secret Service, DiJulius demonstrates how to transform bland customer service standards into memorable customer experiences.”— from the foreword by Bill Capodagli and Lynn Jackson, coauthors of The Disney Way and Every Business Is Show Business How many successful businesses provide the kind of unforgettable client experience that keeps customers coming back time after time and year after year? John DiJulius has built his award-winning business around a customer service approach that has earned comparisons to Disney, Nordstrom, and other legendary customer experience pioneers. In Secret Service DiJulius reveals how to develop behind-the-scenes systems that will enable your business to * develop a great corporate culture that shows in the dedication and passion of your front-line people * “go deeper” with your existing customers * turn complaints into positive experiences * make each customer feel welcome, comfortable, important, and understood. DiJulius will teach you all the techniques that have catapulted his business to the top, making him one of the most sought-after service experts in America. By quantifying and examining each phase of the Customer Experience Cycle, Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results.

Complex Engineering Service Systems

Author : Irene Ng
Publisher : Springer Science & Business Media
ISBN 13 : 0857291890
Total Pages : 469 pages
Book Rating : 4.8/5 (572 download)

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Book Synopsis Complex Engineering Service Systems by : Irene Ng

Download or read book Complex Engineering Service Systems written by Irene Ng and published by Springer Science & Business Media. This book was released on 2011-07-02 with total page 469 pages. Available in PDF, EPUB and Kindle. Book excerpt: For manufacturers of complex engineering equipment, the focus on service and achieving outcomes for customers is the key to growth. Yet, the capability to provide service for complex engineered products is less understood. Taking a trans-disciplinary approach, Complex Engineering Service Systems covers various aspects of service in complex engineering systems, with perspectives from engineering, management, design, operations research, strategy, marketing and operations management that are relevant to different disciplines, organisation functions, and geographic locations. The focus is on the many facets of complex engineering service systems around a core integrative framework of three value transformations – that of material/equipment, information and people. Complex Engineering Service Systems is the outcome of the EPSRC/BAE Systems S4T (Service Support Solutions: Strategy and Transition) research programme of 10 universities and 27 researchers, which examined how high-value manufacturers of complex engineering products adapt to a multi-partnered environment to design and deliver value in a service system. Complex Engineering Service Systems aims to be the main source of knowledge for academics and professionals in the research and practice of contracting, managing, designing, leading, and delivering complex engineering service systems. The book takes a value-based approach to integrating equipment and human factors into a total service provision. In doing so, it aims to advance the field of service systems and engineering.

International Handbook on Civil Service Systems

Author : A. Massey
Publisher : Edward Elgar Publishing
ISBN 13 : 1781001081
Total Pages : 393 pages
Book Rating : 4.7/5 (81 download)

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Book Synopsis International Handbook on Civil Service Systems by : A. Massey

Download or read book International Handbook on Civil Service Systems written by A. Massey and published by Edward Elgar Publishing. This book was released on 2011-01-01 with total page 393 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'This Handbook on civil service systems is truly international and comparative. It covers and compares countries from all continents. It also connects historical (Weberian) legacies to contemporary challenges such as coordination, the hollow state, and trust. Massey's Handbook does not avoid difficult issues for civil service systems such as ruined reforms, fiscal retrenchment, and cultural and political system shocks. Therefore this book is exceptionally rich and stimulating.' Geert Bouckaert, Katholieke Universiteit Leuven, Belgium While there is no universally accepted definition of civil servant and civil service, this authoritative and informative Handbook compares and contrasts various approaches to organising the structure and activities of different civil service systems. Underpinning theories and frameworks provide a disciplinary perspective from which to explore recurring topics and themes, and international comparisons are made via case studies from Africa, Asia, Australasia, Europe, and North and South America. The expert contributors consider the historical and theoretical context of public administration and public sector management, encompassing issues such as the Weberian legacy, joined-up government and the hollowed-out state thesis. The debate between Anglo-American influenced systems versus the continental European approach to organising the civil service is also addressed.

Service Supply Chain Systems

Author : Tsan-Ming Choi
Publisher : CRC Press
ISBN 13 : 1315682141
Total Pages : 172 pages
Book Rating : 4.3/5 (156 download)

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Book Synopsis Service Supply Chain Systems by : Tsan-Ming Choi

Download or read book Service Supply Chain Systems written by Tsan-Ming Choi and published by CRC Press. This book was released on 2016-04-14 with total page 172 pages. Available in PDF, EPUB and Kindle. Book excerpt: Supply chain management is a well-developed area. The traditional supply chains are dynamic systems which include the forward and reverse flows of physical products and the related information and fund. However, a service supply chain is different because the real "product" may take the form of a "service" which implies that many traditionally cruc

Women, Vulnerabilities and Welfare Service Systems

Author : Marjo Kuronen
Publisher : Routledge
ISBN 13 : 1000203948
Total Pages : 173 pages
Book Rating : 4.0/5 (2 download)

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Book Synopsis Women, Vulnerabilities and Welfare Service Systems by : Marjo Kuronen

Download or read book Women, Vulnerabilities and Welfare Service Systems written by Marjo Kuronen and published by Routledge. This book was released on 2020-10-08 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book studies welfare systems in Europe and beyond from the standpoint of women in vulnerable positions in society. These systems are under major transformations with new models of service delivery and management, austerity measures, requirements for cost-effectiveness, marketization, and the prioritization of services. Divided into three parts: Welfare service systems (not) responding to vulnerable situations of women Women’s encounters with the welfare service system Contradictions of informal support this book considers the experiences and encounters with the service system of women in poverty, homeless women, women with substance use problems, women sentenced of crime, girls and young women in care, and refugees and asylum-seeking women. Drawing upon research and critical discussions from Finland, Canada, Israel, Slovenia, Spain and the UK, this book provides new empirical findings and critical insights, and a valuable resource for the academics and students in social work, social policy, sociology and gender studies, but also for policy makers and professionals in social and health care.

Health Care Food Service Systems Management

Author : Catherine F. Sullivan
Publisher : Jones & Bartlett Learning
ISBN 13 : 9780834209213
Total Pages : 496 pages
Book Rating : 4.2/5 (92 download)

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Book Synopsis Health Care Food Service Systems Management by : Catherine F. Sullivan

Download or read book Health Care Food Service Systems Management written by Catherine F. Sullivan and published by Jones & Bartlett Learning. This book was released on 1998 with total page 496 pages. Available in PDF, EPUB and Kindle. Book excerpt: This practical text offers a systems approach to health care foodservice management. Part I introduces the reader to the principles of the systems approach to management. Part II presents foodservice systems in sequential order to correspond with the flow of resources through the various departments. Each chapter contains behavioral objectives, keywords, suggested classroom and clinical assignments and test items for developing evaluation tools. An instructor's manual is provided.

Service Systems Implementation

Author : Haluk Demirkan
Publisher : Springer Science & Business Media
ISBN 13 : 1441979042
Total Pages : 325 pages
Book Rating : 4.4/5 (419 download)

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Book Synopsis Service Systems Implementation by : Haluk Demirkan

Download or read book Service Systems Implementation written by Haluk Demirkan and published by Springer Science & Business Media. This book was released on 2011-02-07 with total page 325 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service Systems Implementation provides the latest applications and practices aimed at improving the key performance indicators of service systems, especially those related to service quality, service productivity, regulatory compliance, and sustainable service innovation. The book presents action-oriented, application-oriented, design science-oriented (artifacts building: constructs, models, methods and instantiations) and case study-oriented research with actionable results by illustrating techniques that can be employed in large scale, real world examples. The case studies will help visualize service systems along the four key dimensions of people, information, technology and value propositions which can help enable better integration between them towards higher value propositions. The chapters, written by leading experts in the field, examine a wide range of substantive issues and implementations related to service science in various industries. These contributions also showcase the application of an array of research methods, including surveys, experiments, design science, case studies and frameworks, providing the reader with insights and guidelines to assist in building their own service systems, and thus, moving toward a more favorable service customer and provider experience. Service Systems Implementation, along with its companion text, The Science of Service Systems, is designed to present multidisciplinary and multisectoral perspectives on the nature of service systems, on research and practice in service, and on the future directions to advance service science. These two volumes compose a collection of articles from those involved in the emerging area known as service science.

Designing Mobile Service Systems

Author : Els van de Kar
Publisher : IOS Press
ISBN 13 : 1586039199
Total Pages : 248 pages
Book Rating : 4.5/5 (86 download)

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Book Synopsis Designing Mobile Service Systems by : Els van de Kar

Download or read book Designing Mobile Service Systems written by Els van de Kar and published by IOS Press. This book was released on 2008 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation. "In this book we describe the design of services from a systems perspective. In this systems perspective we explain three elements of the service system that have to be balanced: the service concept with the value proposition to the users; the organisational network in which stakeholders have to cooperate to develop and deliver the service; and the technical architecture that uses information and communication technologies to deliver the content." "These three main elements of a service system are described in detail, and illustrated with examples of services from different domains. The elements are integrated into a methodology that describes how to design, implement and test mobile service systems. The trend is that service systems will become time and place independent and at the same time context dependent. Therefore the design of service systems that can be used anytime and anyplace will become common practice."--Jacket.

Smart Service Systems, Operations Management, and Analytics

Author : Hui Yang
Publisher : Springer Nature
ISBN 13 : 3030309673
Total Pages : 394 pages
Book Rating : 4.0/5 (33 download)

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Book Synopsis Smart Service Systems, Operations Management, and Analytics by : Hui Yang

Download or read book Smart Service Systems, Operations Management, and Analytics written by Hui Yang and published by Springer Nature. This book was released on 2019-11-25 with total page 394 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume offers state-of-the-art research in service science and its related research, education and practice areas. It showcases recent developments in smart service systems, operations management and analytics and their impact in complex service systems. The papers included in this volume highlight emerging technology and applications in fields including healthcare, energy, finance, information technology, transportation, sports, logistics, and public services. Regardless of size and service, a service organization is a service system. Because of the socio-technical nature of a service system, a systems approach must be adopted to design, develop, and deliver services, aimed at meeting end users‘ both utilitarian and socio-psychological needs. Effective understanding of service and service systems often requires combining multiple methods to consider how interactions of people, technology, organizations, and information create value under various conditions. The papers in this volume present methods to approach such technical challenges in service science and are based on top papers from the 2019 INFORMS International Conference on Service Science.

Sustainable Product-Service Systems

Author : Fabrizio Ceschin
Publisher : Springer Science & Business Media
ISBN 13 : 3319037951
Total Pages : 134 pages
Book Rating : 4.3/5 (19 download)

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Book Synopsis Sustainable Product-Service Systems by : Fabrizio Ceschin

Download or read book Sustainable Product-Service Systems written by Fabrizio Ceschin and published by Springer Science & Business Media. This book was released on 2013-12-05 with total page 134 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book investigates the potential contribution that a strategic design approach can make to stimulating and supporting the societal embedding of sustainable PSSs (product-service systems). A new strategic design role thus emerges; a role in which the ideation and development of sustainable PSS concepts is coupled with the designing of appropriate transition paths (sequence of socio-technical experiments) to gradually incubate, introduce and diffuse these concepts. The book also outlines the new design approach and capabilities needed by strategic designers, project managers and consultants to operate at such a strategic level. On a more operational point of view, the work presents a practical “how to do” design process and associated guidelines to support practitioners in designing and managing the societal embedding process of sustainable PSS innovations.