Leveraging Service Design by bridging business and process modeling

There are currently several techniques or notations for business and process modeling that allow the idea of business to be explored in greater or less detail, while simultaneously helping to understand, conceptualize and represent the services that add value to an organization. These techniques have similarities and differences but are in many cases complementary. However, there is no solution that allows working with them in an integrated manner, shortening the distance between business and process modeling areas. All this given, this paper introduces the latest functionalities incorporated in a modeling environment for service design that currently supports 5 different notations (Business Model Canvas, e3value, Service Blueprint, Process Chain Network and BPMN) as well the partial generation of models from a model elaborated with a different notation along with the corresponding relations model

Go with the Flow - Design of Cloud Logistics Service Blueprints

By adopting principles of cloud computing to the \ logistics domain the paradigm of Cloud Logistics is derived. It \ appears to be a promising paradigm in order to evolve logistics \ into being more flexible and collaborative. Yet, appropriate \ concepts that enable the cloud logistics paradigm are missing. \ In the paper, existing body of literature is reviewed and a \ definition and a framework of cloud logistics is given. Further, \ service blueprinting is combined with domain engineering and \ general morphological analysis in order to create a suitable \ method for designing cloud oriented service blueprints. Those \ are focusing on domain-specific flows and transformations \ enabling cloud oriented business collaboration. The method \ is applied to the logistics domain and a cloud logistics service \ blueprint is designed. Finally, the concept is evaluated with \ real use cases from logistics service providers

Hybrid Simulators for Product Service-Systems : Innovation potential demonstrated on urban bike mobility

One major goal of the Rethinking Prototyping project is to bring scientists from different domains like engineering and arts to explore collaboratively new approaches of development and testing of Product Service Systems (PSS). PSS combine products, services, and infrastructure to fulfil individual customer needs. Therefore, the development of PSS is an extension of traditional engineering design process, which mainly refers to purely tangible products or intangible services into an integrated development process of products and services. The basis is a new technology called Smart Hybrid Prototyping (SHP), a joint development by Fraunhofer IPK and the TU Berlin. SHP is an innovative technology for a multimodal interdisciplinary evaluation of virtual prototypes in early development stages. It is based upon methods of Mixed Reality extended by modern industrial technologies to allow natural interaction with virtual prototypes of mechanical or mechatronic systems. It serves as a bridge between physical reality and digital virtuality. The use cases in this paper are based on urban bike mobility. Therefore, three concepts have been worked out to specify main requirements for an urban hybrid bike simulator. The first use case is from the perspective of a bicycle rental, where rental services for the users can be developed, validated, and optimized. The second use case provides the integration of mobile devices like smartphones and tablets for the development and validation of mobile services for bicyclists. The third use case is oriented on development and validation of new bicycles and urban mobility concepts like e-bikes, pedelecs, tripelecs and sharing services. Based on these generic use cases the requirements on a hybrid bicycle simulator were derived. Why a bicycle simulator? Well, we are firmly convinced that the future of urban mobility is determined from trends such as ecological rethinking and the desire for sports and healthy life. Furthermore, it is one of the most competitive and agile markets using most innovative materials and manufacturing technologies

Analysis of E-service Delivery Process Based on Blueprint:A Case Study in CBERS 02B Satellite

Remote sensing satellite data are vast, various, time sensitive and with wide users. How to delivery satellite data and products to users effectively is an important problem facing satellite department. Blueprint has been widely applied in improving service process. It’s a useful method to optimize allocation of resources and improve service quality. This article analyzes the service process of CBERS 02B Satellite based on blueprint. Through interview on service receivers and providers, we give some suggestions on how to promote remote sensing satellite data delivery process. This paper can service as theoretical foundation for improving satellite data service quality

Scenario-based Failure Analysis of Product Systems and their Environment

During the usage phase, a technical product system is in permanent interaction with its environment. This interaction can lead to failures that significantly endanger the safety of the user and negatively affect the quality and reliability of the product. Conventional methods of failure analysis focus on the technical product system. The interaction of the product with its environment in the usage phase is not sufficiently considered, resulting in undetected potential failures of the product that lead to complaints. For this purpose, a methodology for failure identification is developed, which is continuously improved through product usage scenarios. The use cases are modelled according to a systems engineering approach with four views. The linking of the product system, physical effects, events and environmental factors enable the analysis of fault chains. These four parameters are subject to great complexity and must be systematically analysed using databases and expert knowledge. The scenarios are continuously updated by field data and complaints. The new approach can identify potential failures in a more systematic and holistic way. Complaints provide direct input on the scenarios. Unknown, previously unrecognized events can be systematically identified through continuous improvement. The complexity of the relationship between the product system and its environmental factors can thus be adequately taken into account in product development. Keywords: failure analysis, methodology, product development, systems engineering, scenario analysis, scenario improvement, environmental factors, product environment, continuous improvement

Refining service blueprint for composable digital services

When the services have expanded to digital platforms and the number of concurrent actions has increased due to the use of the APIs and external integrations, the service blueprint framework has reached its limits and the ability to handle complex digital services is not enough any more to withstand digital service needs. This thesis focuses on the following questions: What is the current state of the service blueprint, are there viable options to satisfy customers’ and service providers’ needs, and can the service blueprint be used to efficiently visualise modern digital services? There are many other approaches and frameworks that are very good at explaining and visualising certain parts of digital services, such as Unified Modeling Language(UML) diagrams, system architecture diagrams, and user flow charts. None of these provide a good representation of the whole service and the interactions between the user and the technology. These diagrams and graphs are often too complex and too detailed for the stakeholders to understand. The service blueprint is a great alternative to these charts and diagrams especially for visualising traditional physical services, such as a mobile phone repair or a customers hotel visit, because it shows all the interactions between the user and the service. The aim of the thesis is to provide a good overview of how the services have changed their physical form during the digital transformation and whether the service blueprint keeps its position for digital services

A Three-Year Focused Initiative to Reduce Maternal Distress for Better Child Outcomes

During pregnancy and the first two years of parenting (i.e. the perinatal period) maternal distress (trauma, depression, and/or stress) can create an environment for the developing fetus and, later, for the very young child that will have negative developmental and educational impacts over the course of the child's life.  Too many children are born into isolated, vulnerable families where these multiple stressors give rise to an inhospitable environment for the critical first years of development.For the past decade, especially with advances in understanding brain development and its connections to lifecycle outcomes in development and health, research has increasingly focused on the role of stress in childhood morbidity and mortality.  Evidence is mounting that stress in pregnancy may be a significant factor contributing to negative birth outcomes (e.g. premature birth and low birth weight).The effects of maternal distress in pregnancy are frequently reinforced and potentially worsened by an environment of "toxic stress" for a baby or young child.  Toxic stress can change the expression of certain traits over the life course of an individual, potentially accounting for the higher rates of diabetes, obesity, and developmental delays seen in many children living in poverty

IMPROVING SERVICE QUALITY OF CALL CENTER USING DMAIC METHOD AND SERVICE BLUEPRINT

Customer satisfaction is an important factor to businesses, because it causes customers to constantly return to use the service. Customer satisfaction is also related to the quality of service received by the customer of the companys’ products or services. The problem of OC’s call center service quality happened at the first time a customer contacts the call center where waste of customer’s waiting time is detected. Service quality improvement methods used in the analysis of the waste of customers’ waiting time is the DMAIC and lean approach. Results showed that improvement is seen at the sigma level. The tools used are SIPOC, pareto diagram, CTQ, two proportion test, DOE, p-chart, and minitab-16. Service blueprint analysis is used to analyze and discuss the relationship between service quality improvement using DMAIC in service process, points of contact with customers, and the evidence seen by the customer servic

Understanding the customer journey through the prism of service design methodology.

Purpose: This chapter explores how use of the service design methodology can contribute to in-depth understanding of the customer journey and to the design of service improvement interventions aimed at enhancing customer experience. Context: The notion of customer journey is becoming increasingly important for both private and public sector organisations. Understanding customer experience and interactions that take place during service delivery is critical to the service design, delivery and improvements where the quality of customer experience take a strategic priority. Learning outcomes: At the end of this chapter you will be able to confidently use the service design methodology in order to understand customer experience, develop a service blueprint, design-in service improvements to enhance service user experience or redesign and reengineer existing services in order to respond to changes in organisational environment.N/

Service design for information searching

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