Service engineering framework: A simple approach

Abstract

Service innovation is an absolute necessity for a business firm to stay in their competitive edge in improving value provided for their customers. Service Science, Management, and Engineering (SSME) conceived as discipline with interdisciplinary techniques and methods for analyzing and introducing new service. This paper is an attempt to propose an alternative framework of service engineering based on the interdisciplinary nature SSME. In proposing the framework, the paper is organized into three part. (1) In the first part, existing frameworks are briefly reviewed. (2) The second part elaborates the proposed framework by exercising various popular and practical tools from SSME. (3) The third part is a discussion regarding the unique value of proposed framework compared to existing frameworks. The framework is designed to help practitioners or researcher to conduct service engineering, covering business side analysis to technical implementation, with emphasize on rapidity and practicality. Service Oriented Architecture (SOA) framework is proposed to be the main technological framework in delivering the services innovation.

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