A conceptual framework for service modelling in a network of service systems Thang LE DINHUniversité du Québec à Trois-RivièresCanada Thanh Thoa PHAM THIDublin City University, Ireland

1. IESS 2010
A conceptual framework for
service modelling in
a network of service systems
Thang LE DINH Thanh Thoa PHAM THI
Université du Québec à Trois-Rivières Dublin City University,
Canada Ireland

2. Outline
 Introduction
 Information-driven approach
 Conceptual framework
 Conclusion
2

3. Service
 Definition
 “a change in the
condition of a person
or a good belonging to
some economic entity
brought about as the
result of the activity of
some other economic
entity ”.
[ Chesbrough, H. and Spohrer, J, 2006]
3

4. Service systems
 Definition:
 “value-coproduction
configuration of
people, technology,
other internal and
external service
systems, and
shared information”.
[ Spohrer et al, 2007] 4

5. Network of service systems
 Value creation network
 Definition:
 “an organizational
network that is
defined as a group of
several autonomous
organizations that
work together to
achieve not only their
own goals but also a
collective goal ”.
5

6. Network of service systems
 Organizational network
 A hierarchy
 each part is exactly defined in order to
perform a specific function.
 A market
 an agent can provide products and services
to other agents.
 A network
 its members work together by
communication, based on trust.
[Powell, W, 1990] 6

7. Outline
 Introduction
 Information-driven approach
 Conceptual framework
 Conclusion
7

8. Modelling services in a network
Information
driven
Process-oriented system-oriented 8

9. Information-driven approach
 Our approach
 Fundamental characteristics: Services are Information-
driven
 focuses on the creation, the management and the sharing of
information at the informational level conforming to the 9
network configuration

10. Information-driven approach (cont.)
 A network of service systems
10

11. Outline
 Introduction
 Information-driven approach
 Conceptual framework
 Conclusion
11

12. Conceptual framework
 Network of service systems level
 Service specification: depicts what are networks of
service systems and the value co-producing between
internal and external service systems.
 Service system level
 Service creation: describes what are service systems and
the roles of people, technology, and shared information
 Service level
 Service operation: presents what are provided to
customers and how they are provided.
12

13. Network of service systems level
 Service specification
 Business entities,
roles
 Service profiles:
dependent &
independent,
deliverables,
agreement
 Network configuration,
governance form
 Shared information
13

14. Service systems level
 Service creation
 Shared information
 Process
 Technical
implementation
 Resource
14

15. Service level
 Service operation
 Static aspect:
classes, attributes,
keys
 Dynamic aspect:
processes,
dynamic states,
methods
 Rule aspect:
rules, scopes, risks
15

16. Example: A travel and tourism network
 Network of service systems level
 Network of co-service providers (Travel agency, Airline,
Hotels, Tour agency) and clients
Market
Hierarchy
Overlap 16
situation

17. Example: A travel and tourism network
 Network of service systems level (cont.)
Overlap situation
Travel Client
Governance
agency
Classes: Travel packages
Owner
Referrer
Hierarchy
Classes: Booked travel Custodian
Requester
Market
packages
Processes: Choose and book;
Cancel booking
Classes: Client information
Custodian
Requester
Market
Processes: Choose and book
Classes: Payment information
Custodian
Requester
Market
Processes: Pay
17

18. Example: A travel and tourism network
 Service system level
Process
Technical Resources
implementation
Choose and book a travel By Internet
Web site
package
“
By phone call
Travel agent, phone, computer
“
In person
Travel agent, computer
Pay
By Internet
Web site
“
In person
Travel agent
Issue receipt
By Internet
Web site
“
In person
Travel agent, computer, printer
Cancel booking
By Internet
Web site
“
In person
Travel agent, computer
“
By phone call
Travel agent, phone, computer
18

19. Example: A travel and tourism network
 Service level
 Static aspect: the unit of shared information
19

20. Example: A travel and tourism network
 Service level
 Dynamic aspect: the life cycle of a service
20

21. Outline
 Introduction
 Information-driven approach
 Conceptual framework
 Conclusion
21

22. Conclusion
 Conceptual framework
 Network of service systems level (Service specification):
Entities, Roles, Governance, Services
 Service system level (Service creation): Shared
information, Technical implementations, Resource
 Service level (Service operation): Static, Dynamic and Rule
aspects
 Contributions
 A foundation for a thorough understanding of Services,
Service systems and Networks of service systems based on
network configuration and shared information.
22

23. Future works
 Implementation of the conceptual framework
 Networked service management system (NSMS):
 Implementation of the framework in the service- oriented
architecture (SOA).
 Experiencing the NSMS with SME services
 Integrating the framework with specific
categories of services
 Customized services as projects
 Applying the PMI framework for Quality, Performance and Risk
management
23

24. Thank you for your attention !
Questions ?
24

25. Introduction
 Three sectors of the economy
 Primary sector: mining, agriculture and fishing
 Secondary sector: manufacturing
 Third sector (tertiary sector, service sector or service
industry): services
 Actual situation
 Service sector has dominated the global economy.
 It consists of 75 percent of the gross domestic product
(GDP) of developed countries and employs more
employees than other sectors 25

26. Service sector
 Service sector
 Insurance, government, tourism, banking, retail, education,
and social services.
 Employment of service sector
 Using time to deploy knowledge assets, collaboration assets,
and process-engagement
 to create productivity, performance improvement and
sustainability.
[Wikipedia.org]
26

27. Service science
 A new science of service systems ?
 applying scientific understanding, engineering
discipline, and management practices to
understanding and working with services systems
 SSME
 Service Science, Management, and Engineering
 An interdisciplinary approach introduced by IBM to
describe Services Sciences
 Universities and companies have begun to act on the
need for service science or SSME
[Wikipedia.org]
27

28. Overlap situations
28

29. Overlap protocol
29

30. Service level
30

31. Service systems level
31

32. Network of service systems level
32

33. Network of service systems level