bill of service for service resource integration
TRANSCRIPT
Bill of Service for Service Resource Integration
1Kwan 2016
Stephen K. KwanSan José State University
Kazuyoshi HidakaTokyo Institute of Technology
Md. Abul Kalam SiddikeJAIST
Yuoji KohdaJAIST
Presented atICServ2016, Shibaura Institute of Technology
Tokyo, JapanSeptember 8th, 2016
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Abstract
Explored the concept of ‘Bill of Service (BOS)’ as a way of integrating resources to facilitate the fulfillment of promised service experience for the customer. Used BOS to partition the total service experiences into service components for the customers. Also decomposed the value propositions (service offerings) to be provided by different contractors or other providers.
The Benefits of BOS for Resource IntegrationManage Inventory of Capabilities and Qualified ResourcesCosting, Pricing and ContractingPartner and Subcontract ManagementManage Delivery of Service Experience
Working towards:Maintaining Service Quality in a Service Network
Service Standardization
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VP = [SE,B,C,P,Q,Sc,R,M,FR]
BenefitsCosts
Probabilityof Success
Quality
Schema for Data
Exchange
Stakeholders’Roles
PerformanceMetrics
FailureRecovery
Service Experience
The Service Experience is made up of a set of service components the customer should expect to encounter as service episodes during his service journey. A Value Proposition becomes a quote when it is formally presented to a customer with specific details.
Composition of a Value Proposition
Kwan, S. K., and Hottum, P. (2014). Maintaining Consistent Customer Experience in Service System Networks. Service Science 6(2),136-147.
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BOS for Service Integration (1)
SC1 SC3SC2
SC2 SC3
P1 P3P2
SE1 SE3SE2
Service Components
ServiceEpisodes
Partners
Provider Capabilities
n1 n2
PartnerCapabilities
ServiceDelivery
ValueProposition
ServiceContract
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BOS for Service Integration (2)
SC1 SC3SC2
SC2 SC3
P1 P3P2
SE1 SE3SE2
n1 n2
Service ComponentDecomposition
Composition ofContract with BOS
ResourceIntegration
Service Assembly& Delivery
Schema for BOS & Resource Integration
Customer
Contract ServiceComponent
Contract Service
Component
Resource
ResourceQualified
For ServiceComponent
ResourceAssignment
ServiceComponentAssembly1
0,M
Has
1
1,M
Has 1
0,MIs in
1
0,MIs Made
Up of
1
1,M 1,M
1Is Qualifiedto Deliver
Has QualifiedDeliverer
1
1
0,M 0,M
Is Assignedto Resourcefor Delivery
Is Assignedto Deliver
in a Contract
1
0,MIs Part of
Quantity
Quantity
[A]
[B]
[C] [D]
[E]
[F]
[G]
[H] Service Episodes
0,M1
Delivers ServiceComponent in Episodes
[I]
EvaluationKwan 2016 6
Schema for Resource Integration
Customer
Contract ServiceComponent
Contract Service
Component
Resource
ResourceQualified
For ServiceComponent
ResourceAssignment
ServiceComponentAssembly1
0,M
1
1,M
1
0,M
1
0,M
1
1,M1,M
1
1
1
0,M
0,M
1
0,M
Quantity
Quantity
Service Episodes 0,M 1
Evaluation
Inventory ofCapabilities as BOS
Training orPartnering with
Qualified Resources
ContractingWith CustomerFor What They Want
IntegratingResources toDeliver Service
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Examples of BOS (1)
Amazon.comBookcloseout_us
nengland4
theBookGrinder
Customer
USPS
USPS
USPS
Service Supply Network
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Examples of BOS (2)
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Product / Service Spectrum
Product Service
“Servitization”
“Productization”Service Components, BOS, Service Assembly & Delivery
“Service Standards”
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Service Standard as Part of a Value Proposition
Benefits
Costs
Probabilityof Success
Quality
Schema for DataExchange
Stakeholders’Roles
PerformanceMetricsService Experience
VP = [SE,B,C,P,Q,Sc,R,M,FR]
FailureRecovery
Essential Elements of a Service Standard
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Service Standards (1)
A standard is a document that provides requirements, specifications, guidelines or characteristics that can be used consistently to ensure that materials, products, processes and services are fit for their purpose.
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A Service Standard is performance-based – not design-based, is non-prescriptive and a reference implementation could be used for conformance measurement, benchmarking, and interoperability assessment.
International Standards Organization (ISO) Definition:
Only 700 out of 19,000 ISO Standards are service related!
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Increased Interest in Service Standards
Examples of Different Types of Standards:• Industry (Segment) Standards• National Standards• International Standards• Private Standards (e.g., SLA’s)• Company Standards• Industry Standards
Service Standards (2)
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Importance of Service Standards
• There is an increasing need for Service Standards as countries begin to develop their service sector and face market-based forces within the sector as well as import/export of service in the global economy. In this case Service Standards can be viewed as a surrogate level of market requirements (i.e., the bar set by the industry) which level the playing field for Small and Medium-Sized Enterprises (SME’s) to compete.
• The use of relevant Service Standards could be a mechanism to connect VPs across the service network in order to ensure the customer enjoys a level of service consistent with the expectation set by the original VP offered by service provider. Service Standards are important elements of setting customer expectations.
• Service Standards provide specifications for interoperability, performance measurement, and conformance assessment guidelines. High potentials in reducing service quality gap.
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