Service Design - Science topic

Dear Deven Panchal ,

Comarch Network Planning and Design, thanks to innovative architecture and years of technological expertise, addresses the needs of the telecom industry. It enables the preparation of a balanced network strategy and ensures that customers are happy with your services. The Network Planning and Optimization enables CSPs to manage telecom network planning, design and optimization processes comprehensively and efficiently. Process-orchestrated planning is a future-proof way of making network investments, where the business value of the investment becomes ever more important in response to developing telecom opportunities. For the purpose of meeting industry the best standards, Comarch offers a solution including its own OSS software and integration with domain expertise for top class applications available on the market.

Regards,

Shafagat

Saludos, yo me dedico al estudio del aprovechamiento u optimización del tiempo que se asigna al diseño de ciertos inmuebles de franquicias para marcas originales pero metropolitanas. Desde esta perspectiva puedo señalar que el costo de un proyecto edilicio depende de lo que indique el tabulador o arancel de precios. Quizás los otros aspectos de la pregunta pudieran responderse al encontrar sus respectivos aranceles.

Hi, Sara Jane. I wonder if this example might suit your research purposes. The Finnish train company VN has carriages specially designed for travelling with children. They are equipped with toys, slides, sofas, and a reading area with illustrated books. https://www.vr.fi/en/facilities-and-services/travelling-with-children.

If it's interesting for you I also have some pictures taken this summer.

Bests,

Annarita.

Hamburg and Copenhagen have regular Waterbus lines as part of the public transport system.. and then do not forget hinterland transport or combined transport along Rhine, Danube etc. with the later rathet unsucessful, see e.g. case studies from viadonau

Dear Dr. Guillermo López Franco,

Today there are serious doubts about the quality of Education and there are several factors that obstruct its quality. After the Covid-19 there is a lack in the training, organization and leadership of school groups in general. What quality do we aspire to? On the one hand, there are unevenness in terms of educational quality in schools located in places with "their own Cultures", with respect to those with "Cultural plurality", and on the other hand, I consider that while Covid-19 lasts, it would be appropriate to give wide scope to the initiatives of the Student under the guidance of the Teacher, which would lead to growth in Educational Quality.

My view is different from Peter Samuels', but I think we agree within the typical science and social science project. Consider (theoretical) mathematics research or thought experiments in physics or philosophy. The methods might involve a series of statements (theories, etc), and proofs/derivations related to these.

BUT, it sounds like you are doing a literature review/theory chapter, so look at sources for writing these.

Dear Kenneth Carling,

Look the link, please.

Regards, Shafagat

Hi Rolf, Thanks for your valuable comments.

I agree with you to some extent. It depends how we define mature technology. In the context of the E-government Blockchain technology has not seen widespread use, and lack of research in this domain. Also, some challenges can be seen and still not tackled such as :

A. How to decide between the different types of Blockchain that are available today to integrate with your current business processes.

B. Understanding the design of each type of Blockchain is another challenge that requires attention.

D. Need to update modeling tools and metrix to cover the blockchain based system.

C. Security and reliability: software development process have to check and ensure the data integrity and security to have more reliable, fast and trustworthy platform. Software development methodologies need to be reviewed to meet the new platform requirements and develop new testing methods to suit the distributed nature of blockchain app.

In my opinion, I think Blockchain technology needs another 5 to 7 years to be fully mature.

Hello Azam. I worked for a great part of my carrier at Embraer developing a model for our Product Develoment Process. I started by describing the present model (As Is). Later, the team made a number of improvement proposals from which we suggested (prescribed) a new process. Some details of this project are reported in View of the Practice of Integrated Product Development at Embraer (http://terra2.com/home/publicat/Paper-UNIMEP00.PDF)

Regards, Claudiano

See our papers on CCBM - ieeexplore.ieee.org/abstract/document/5591204/

Hi Salar,

Very interesting topic. I am working on my dissertation project on embedding service design in a health organization.

You could look  for bibliography about the fuzzy front end of the innovation process. Managing ambiguity/fuzziness is also something that concerns me. I guess following an agile process with multiple iterations and always trying to adjust plans and scope of the project without compromising quality is something you could consider.

Taking into consideration both organizational factors/context and the user perspective during the research phase could also be a way to manage/handle ambiguity since it helps you focus on specific directions. Always try to combine these two perspectives (organizational and end-user needs) for better outcomes.

Actively involving various stakeholders of the project (co-design) on the one hand increases the fuzziness at the beginning but on the other hand it helps taking into consideration different perspectives, thus following a systemic approach.

The fuzzy front end is one of the hardest phases in the design thinking/service design process for both designers (straggling to manage it) and clients (straggling to understand what and why it is happening). Open communication channels between designers and clients and process transparency can help overcome these barriers.

Best,

Vasia

Please  let me share a simple technique I have applied successfully in the writing of project proposals.

Project plans are written to address needs according to the level necessity.

Having 3 pressing needs means 3 project plans, within which new ideas are journaled  hoping for future use.

You can hence, research for information, concentrate on the more important and then focus one with the highest projected output.  for satisfaction.

Hi

The Delphi method was not designed to real life situations. It might work in academia  with reasonable sucess (some might disagree) but co-design or the end product of projects developed through co-design is still to be proved worthy in my humble opinion. It is good to have everyboy onboard but it is as useless as having all the data and not knowing how to treat it (patterns, tendencies, risks, egos, competition, market, etc.)

I think something in the field of multivariate decision making will be more interesting to you.

good luck

I think the objectives are the same - to create new or improved services - but the tools and approaches are likely to be from different areas. As you suggest in the question, service design mostly comes from the design community and may employ methods used in interaction design or user centred design for example. Service Development tends to come from marketing, operations or other management disciplines, so uses the tools of those communities, such as service blueprinting. This might be an oversimplification, but I would suggest service design might be more about designing the service around the user, whereas service development focuses on the service and its customers.

Hi Andy, 

Look for Touchpoint Magazine (by Service Design Network International). The last couple of years I remember several articles (most of them case studies / applied research) about public services innovation mentioning dementia specifically.

Don't hesitate to contact me for additional help or questions!

Teun

My favorite is Edvardsson & Olsson's (1996) model of the prerequisites of the service. Although it may not be up to date, it refers to concept, process and system, which can be modified to answer today's more complex view of service (building on e.g. Edvardsson et al. 2011 or Vargo & Lusch 2016)

Edvardsson, B., & Olsson, J. (1996). Key Concepts for New Service Development. Service Industries Journal, 16(2), 140–164. doi:10.1080/02642069600000019

Dear sir,It is not the question of approving or disapproving the hypothesis quoted by you.Where from the applied research comes?.It is from the findings of basic research only.The problem for lesser penetration of basic research compared to applied research is  lack of support by industrial groups and even research organizations.The corporate groups allocate lot of funds for R&D for generating required products whereas that type of support is missing in case of basic or fundamental research.Now a days even public funded research organizations are also insisting on income generations by the institutes thus giving less importance for basic research.

Hello João,

Design Thinking is a certain approach in design. It's goal is to solve problems and discover new ideas. It combines an iterative process with a certain mind set. You can employ Design Thinking to design lots of different things like software, political campaigns, neighbourhoods ... you name it. Among these things Design Thinking can be used to design services. Then you do service design (who would have guessed :-D). You can use Design Thinking to do that. From my experience it is the most common approach in service design. But I would not say it is a must. You can go about it in other ways.

Does this help? I have the feeling that answer was too easy. Please ask if I should go into further detail.

Jan

Dear Mr. Nawaz,

I wrote a short article about POSSIBILITIES AND CHANCES OF USING ACTION AND CASE STUDY RESEARCH IN THE HEALTH CARE SECTOR.

Please have a look at my publications.

Best regards

Manuel Heurich

Agree with teh above answers.  One thing I would say very strongly is that the service and medical pattern must be designed toether with the environment.  There are now literally thousands of publications about the impact of archtiectural design on healthcare provision.  If this is new to you you will find many papers of mine listed in here and their references will in turn take you on a long and highly profitable journey.

Greetings

in our experience in the assessment of natural and accelerated embedded in concrete steel corrosion, there is no direct correlation in reference to time, however we found models lifespan for estimating useful life as the factor that initiates corrosion, carbonation and chloride ion penetration.

read the results suggest Duracon project:

Durability of concrete structures: DURACON, an iberoamerican project. Preliminary results

Effect of the marine environment on reinforced concrete durability in Iberoamerican countries:DURACON project/CYTED

Have a lot at this one also:

Pauwels, K., & Weiss, A. (2008). Moving from free to fee: how online firms market to change their business model successfully. Journal of Marketing, 72(3), 14-31.

Hi, thank you to all for the answers. I am mainly trying to develop a customer loyalty strategy which will be present as a touchpoint of the digital directory. Besides designing the product and communication(contents) of the directory, I am also trying to put a service value in it which can be related with Loyalty programs and offline interaction with the customers when they are visiting the stores.

Yes, we can scale up local and highly personalized services. Scales have earlier been designed on quality of services, etc. Check related papers/book on marketing and services. 

Maybe there are not. But we can make someone of interesting following good guidelines from some good handbook of observational analysis.

Erik,

good question! May be this paper can support you with a slice of the answer you need: http://www.saiplatform.org/uploads/Library/HBR_Sustainability_Driver_Innovation_Sept.2009.pdf 

I will search other papers on the subject. Regards, Farley 

I'm also concerned about this issue! In my case, in the field of civil engineering.

What I have done in order to improve this integration, was: 1) to include researchers in courses, together with no researchers professors; 2) to include special classes aimed to inform research progresses in our group; 3) to motivate students to participate in research activities, to get involved. After 4 years of doing this, some good results were obtained. At least, now I note that professional and research areas are more integrated. I completely agree with previous comments that mutual respect must be the basis.

I agree with Geert. You can also read some articles written by Grönroos about co-creation. His work is considered 'a bridging theory' for applying S-D logic.

Hi Nicola,

this list seems to be a very good collection of books:

Sarah, you are asking a very interesting question.

My answer to your question is yes. They should be accepted by society at broad.

My own contribution to this (broad) field of work is summarised at the first link below.

As a comment to your presentation, the happeners toolbox should also be applied in the relationship between authorities and (small) business, and small business and their customers.

The latter aspect is clarified more in Article 6 of the proposed Convention on Knowledge commons (public domain knowledge being a space to be re-appropriated as well), and facilitated by sector pages for industries and functions of government.

Two concrete elements proposed for inclusion in the happener's toolbox:

- systematically defined hashtags - see the Guideline - 3rd link;  for collaborative use

- social capital wikis per municipality - see the example of a "super-structure" for those in the Philippines (4th link).

Good luck with your research!

Frischmann, in a very interesting 2005 paper describes an infrastructure resource as:

An Infrastructure Resource is a resource that satisfies the following demand-side criteria : (i) the resource may be consumed nonrivalrously; (ii) demand for the resource is driven primarily by downstream productive activity that requires the resource as an input; and (iii) the resource may be used as an input into a wide range of goods and services, including private goods, public goods, and nonmarket goods.

(Frischmann, 2005, p. 956) (see first link - a definition included in Article 02. Use of terms of Convention on Knowledge Commons - see 2nd link)

(iii) implies that multiple user perspectives are better taken into consideration when designing infrastructure.

Aligning the multiple user experiences in infrastructure design is a task of "social architecture" - with some supporting references at the third link.

Specifically regarding  the architecture of ICT systems / infrastructructure, see the paper I co-authored (4the link).

 

Of course a service can have many clients. We use one client role for many physical client instances. If we use many client roles, we need also many service interfaces - each interface for each client role. It is a problem when several client roles should use the same interface. The older version of UML (e.g. 1.1) used only a symbol of a circle for the interface exposed by a component and simple dashed arrow for the interface usage (see attachment). You could simply connect many client components to a single interface using the dashed arrows. Until UML 2.0 it is a symbol of an "egg glass" used instead an old fashioned dashed arrow. You have three options: 1) try to use an "old fashioned" style of diagram presentation, 2) use a full rectangular frame symbol showing all interface details in place of a circle and use dashed arrows (as in the attachment), 3) consider defining specialized interfaces for different client roles. Probably the third option is the most correct as there are sometimes slight differences in the interface usage requests came from various client roles. For example, consider a UserAdministration service. It may expose a UserManagement interface to use for a system administrator and for a project manager. However a client with a SystemAdministrator role has more privileges than one with a ProjectManager role. The latter can only manage his project team accounts, and the first one has this privilege for all users of the whole system. In this case define two specialized interfaces e.g. SystemUserManagement and ProjectUserManagement based on a common UserManagement interface and consider differences between them. Even if you will not find any differences in interface operations, the differences can occur in the implementation phase. You will probably get questions from the programmers: "What is the difference between these two interfaces" from the implementation team. It will be your opportunity to enlighten your colleagues. Otherwise these differences could be left undetected.

There is an excellent example of SME start-up firmly based in audio product sector moving towards servitization model (check out establishment of company and product development strategy in 2005 Industrial Marketing Management article "Specifying and synchronising partner activities in the dispersed product development process" (IMM, 2005, 34, pp 85-95, Perks H). In 2008 company then started experimenting with servitization model and set up new partnership with transport consultancy company as route to expand presence and new product/service offerings in this field. Utilises network/partnerships to access service capabilities. See various websites on the company.

Hi, I help do a foundational study years ago on this issue. http://www.thefreelibrary.com/Cheskin+Research+and+Studio+Archetype+Deliver+eCommerce+Trust+Study.-a053541794 hope it stimulates some thinking.