A Concept of Service Engineering: A Modeling Method and A Tool for Service Design

Abstract

Manufacturers need to supply services more than materialized products to customers in 21stcentury. In order to achieve engineering design for services, we propose a novel engineering discipline, "service engineering". Target of engineering design turns customer's value in service engineering rather than physical products. We define a service as an activity between a service provider and a service receiver to change states of the receiver. Based on the definition, a modeling method is proposed: a receiver is modeled using the concept of "Persona"; products and services are modeled uniformly according to their functions and attributes; the customers' satisfactions are evaluated by means of parameters of the receivers. A computer-aided design system on service, called "service explorer," is proposed and implemented. As a result, the future in service engineering are illustrated through an example on service explorer

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