Proposal of the Service Engineering (3rd Report, Integrating Function-Atrribute Representation of Service by Introducing Service Activity)
Proposal of the Service Engineering (3rd Report, Integrating Function-Atrribute Representation of Service by Introducing Service Activity)
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服务工程的提案（第三次报告，通过引入服务活动来整合服务的功能属性表示）
DOI：
10.1299/kikaic.74.2321
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发表时间：
2008
期刊：
影响因子：
--
通讯作者：
Y. Shimomura
中科院分区：
文献类型：
--
作者：
T. Hara;T. Arai;Y. Shimomura
最近，制造业需要向客户提供更多的服务，而不是实物产品。在市场营销领域，顾客价值和人的活动是服务系统的主要研究课题。然而，本研究的文献缺乏对活动对顾客的影响和意义的视角。在传统的工程领域中，人工制品的效果和意义通常用功能来表示。因此，作者主要将服务内容建模为一组用于更改接收方状态的函数。本文的重点是将功能模型与活动模型相结合，从顾客的角度对服务交付进行评价。在本文中，我们使用BPMN（业务流程建模符号）的服务蓝图来描述服务的活动。我们还将一些活动与功能联系起来，作为实现这些功能的行为。上述方法是在Service Explorer上实现的，Service Explorer是一个用于分析、评估和设计服务的CAD系统。通过实例分析，发现：(a)通过活动整合了独立的功能模型；(b)客户与供方之间的相互作用予以表述；(c)职能活动和支助活动都纳入服务的提供过程。
Manufacturing industry needs to supply services more than materialized products to customers recently. In marketing field, customer value and human activity are main topics in service system. However, literatures of this research lack the perspective on effect and meaning of activities to the customer. In traditional engineering field, effect and meaning of artifacts can be commonly represented by function. Hence, the authors have mainly modeled service contents as a set of functions to change states of the receiver. This paper focuses on integrating the function model and the activity model so as to evaluate service deliveries according to the customer's point of view. In this paper, we describe activities of service with Service Blueprint by BPMN (Business Process Modeling Notation). We also correlate some of activities with functions as behaviors that realize these functions. The above method is implemented on Service Explorer, which is a CAD system to analyze, evaluate, and design services. Demonstrating an example, the followings are found : (a) separate function models are integrated through activities; (b) interactions between customer and provider are represented; and (c) functional activities and support activities are both incorporated into the delivery process of services.