S. Kundu
School of Mechanical Engineering, University of Leeds, UK
A. McKay
School of Mechanical Engineering, University of Leeds, UK
P.G. Dawson
The Keyworth Institute, University of Leeds, UK
Ladda ner artikel
Ingår i: Proceedings of the 2nd CIRP IPS2 Conference 2010; 14-15 April; Linköping; Sweden
Linköping Electronic Conference Proceedings 77:18, s. 141-148
Publicerad: 2012-10-11
ISBN: 978-91-7393-381-0
ISSN: 1650-3686 (tryckt), 1650-3740 (online)
Service information is the information that is required to support the taking of decisions and actions in a service environment. In product-service systems (PSS) this information includes both information to support the lifecycles of physical products and associated services and information to support the management of services. Service blueprinting techniques have been used for visualising and mapping service activities. Effective delivery of service demands access to high quality service information (i.e. complete; correct; minimal and available to the right people at the right time). In this paper we extend the concept of the traditional service blueprint to include service information needed to deliver PSS. Three types of service information are considered: input information; process information and output information. The result is a Service Information Blueprint. In this paper we demonstrate; using a case study; how the service information blueprint is influenced by changes in service definition and contract type.
Service Information; Service Blueprint; Information Requirements; Product-Service Systems; Computer-Aided Design
[1] McKay; A.; Kundu; S.; and de Pennington; A.; 2009; Supply Networks: An Approach to Designing an Extended Enterprise; Proceedings of the 6th International Conference on Product Lifecycle Management; PLM09; University of Bath; Bath; UK; 6-8 July.
[2] Vermaas; P. E.; and Houkes; W.; 2006; Technical Functions: A Drawbridge between the Intentional and Structural Natures of Technical Artefacts; Studies in History and Philosophy of Science; 37: 5-18.
[3] Kroes; P.; and Meijers; A.; 2006; Special Issue of Studies in History and Philosophy of Science on Dual Nature of Technical Artefacts; 37.
[4] McKay; A.; Bloor; S.; and de Pennington; A.; 1996; A Framework for Product Data; IEEE transactions on knowledge and data engineering; 8: 825-838.
[5] Agouridas; V.; Winand; H.; Mckay; A.; and de Pennington; A.; 2006; Early Alignment of Design Requirements with Stakeholder Needs.Proceedings of the Institution of Mechanical Engineers: Part BJournal of Engineering Manufacture; 220(9): 1483- 1507.
[6] McKay; A.; Hagger; D. N.; Dement; C.; and de Pennington; A.; 2004; Relationships in Product Structures; in 7th Workshop on Product Structuring; Sweden; The Design Society.
[7] Tassi; R.; 2009; Service Design Toos: Communication Methods Supporting Design Processes; URL: www.servicedesigntools.org; (accessed November 2009).
[8] Tassi; R.; 2008; Design Della Comunicazione e Design Dei Servizi: Progetto Della Comunicazione Per la Fase di Implementazione (Communication Design and Service Design: Implementing Services through Communication Artifacts); Masters Thesis; Politecnico di Milano; Italy.
[9] Engine Group; 2009; Engine Service Design; URL: www.enginegroup.co.uk; (accessed November 2009).
[10] Scarrott; G. G.; 1985; Information: The Lifeblood of Organization; The Computer Journal; 28(3): 203- 205.
[11] Hollingum; G.; and Jowell; R.; 1978; Implementing an Information Strategy in Manufacture: A Practical Approach; Springer Verlag and IFS Publications Ltd; UK.
[12] McFarlane; D.; and Cuthbert; R.; 2008; Meeting Notes from WP2 Case Study Workshop; S4T WP2 Case Study Workshop; Farnborough; UK; 28 May.
[13] Zeithaml; V. A.; Parasuraman; A.; and Berry; L.; 1990; Delivering Quality Service: Balancing Customer Perceptions and Expectations; The Free Press; New York.
[14] Lovelock; C.; and Wirtz; J.; 2007; Services Marketing: People; Technology; Strategy; 6th ed.; Prentice Hall; Upper Saddle River; NJ; USA.
[15] McFarlane; D.; 2007; Service Information Systems; DSI Workshop; Pittsburgh; PA; USA; May.
[16] Berkeley; B. J.; and Gupta; A.; 1995; Identifying the Information Requirements to Deliver Quality Service; International Journal of Service Industry Management; 6(5):16-35.
[17] Tomiyama; T.; 2001; Service Engineering to Intensify Service Contents in Product Life Cycles; in Second International Symposium on Environmentally Conscious Design and Inverse Manufacturing; Tokyo; IEEE Computer Society; 613-618; CD-ROM.
[18] Kundu; S.; McKay; A.; de Pennington; A.; Moss; N.; and Chapman; N.; 2007; Implications for Engineering Information Systems Design in the Product-service Paradigm; in Proceedings of the 14th CIRP Conference on Life Cycle Engineering: Advances in Life Cycle Engineering for Sustainable Manufacturing Businesses; Waseda University; Tokyo; Japan; Springer; Shozo Takata; Yasushi Umeda (editors); 11-13 June: 165-170.
[19] Eckert; C.; Jowers; I.; and Clarkson; J. P.; 2007; Knowledge Requirements Over Long Product Lifecycles; in Proceedings of the 16th International Conference on Engineering Design (ICED’07); Paris; France; 28-31 August: 913-914.
[20] McKay; A.; Kundu; S.; Dawson; P. G.; and de Pennington; A.; 2009; An Integrated Product; Process and Rationale Model for the Provision of Through-life Information in Product-Service Systems; Proceedings of the 17th International Conference on Engineering Design; ICED’09; Stanford University; CA; USA; 24-27 August: 8-263-8-274; CD-ROM.
[21] Bracewell; R. H.; Ahmed; S.; and Wallace; K. M.; 2004; DRED and Design Folders: A Way of Capturing; Storing and Passing on Knowledge Generated during Design Projects; in ASME Design Automation Conference; Salt lake City; Utah; USA; ASME.
