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Complex Engineering Service Systems pp 183–196Cite as

A Framework for Service Information Requirements

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Part of the book series: Decision Engineering ((DECENGIN))

Abstract

The increase in the percentage of revenue gained by nations as a result of growth in the service sector has been accompanied by the use of performance-based contracts to support such services. These performance-based contracts tend to be long-term in nature and often involve multiple parties in their service operation. In order to support such a service operation, information is required for its design, delivery and evaluation. This chapter provides a review of models and frameworks for the design and development of services. It focuses on providing details of a framework which has been developed for the determination of, specifically, service information requirements in order to design, deliver and evaluate services provided against engineering assets. It provides some general analyses of problems encountered within service providing organisations, and highlights areas of good practice. Further areas of application for the proposed framework are also presented.

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Author information

Authors and Affiliations

  1. Institute for Manufacturing, University of Cambridge, Cambridge, UK

    Rachel Cuthbert, Duncan McFarlane & Andy Neely

Authors
  1. Rachel Cuthbert
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  2. Duncan McFarlane
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  3. Andy Neely
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Corresponding author

Correspondence to Rachel Cuthbert .

Editor information

Editors and Affiliations

  1. , Streatham Court, University of Exeter Business School, Rennes Drive, Exeter, EX4 4PU, United Kingdom

    Irene Ng

  2. , Bristol Business School, University of the West of England, Coldharbour Lane, Bristol, BS16 1QY, United Kingdom

    Glenn Parry

  3. PaCT Laboratory, Department of Psychology, Northumbria University, Newcastle upon Tyne, NE1 8ST, United Kingdom

    Peter Wild

  4. , Institute for Manufacturing, University of Cambridge, Charles Babbage Road 17, Cambridge, CB3 0FS, United Kingdom

    Duncan McFarlane

  5. , Institute of Manufacturing, University of Cambridge, Charles Babbage Road 17, Cambridge, CB3 0FS, United Kingdom

    Paul Tasker

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© 2011 Springer-Verlag London Limited

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Cuthbert, R., McFarlane, D., Neely, A. (2011). A Framework for Service Information Requirements. In: Ng, I., Parry, G., Wild, P., McFarlane, D., Tasker, P. (eds) Complex Engineering Service Systems. Decision Engineering. Springer, London. https://doi.org/10.1007/978-0-85729-189-9_10

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  • DOI: https://doi.org/10.1007/978-0-85729-189-9_10

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  • Publisher Name: Springer, London

  • Print ISBN: 978-0-85729-188-2

  • Online ISBN: 978-0-85729-189-9

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