A Blueprint for Engineering Service Definition
Increasing numbers of businesses are moving from the supply of physical products to the delivery of product-service systems. The resulting need to support information related to both physical artefacts and associated services has a number of implications for the design of information systems used to support product-service systems through their lives. The focus of this chapter lies on service in the context of product service systems. Designers of service solutions need to be able to answer the question, “What information is needed in service design to enable the delivery of service excellence?” A key prerequisite to answering this question lies in understanding service elements that need to be supported, performance requirements of the service and how the service elements are related to the required performance. This chapter introduces a service information blueprint that has been designed to support service designers in gaining this understanding. The service information blueprint is a general purpose model for service definition that has been used both to define “as-is” and “to-be” services, service breakdown structures and service performance indicators, and to specify relationships between service processes and service requirements.
KeywordsService Level Agreement Service Process Service Product Service Design Service Contract
The authors thank the industrial and academic members of Work Package 2 in the S4T project (BAE SYSTEMS, MBDA, Institute for Manufacturing at University of Cambridge, and Decision Engineering Centre at Cranfield University) for their input to project workshops and Peter Dawson from the Keyworth Institute at the University of Leeds who supported the work through the establishment of software prototypes. Both informed the development of the service information blueprint reported in this chapter.
- V. Agouridas, J.E. Baxter, A. McKay, A. de Pennington, On defining product requirements: A case study in the UK health care sector, in 13th international conference on design theory and methodology (ASME, Pittsburgh, Pennsylvania, 2001)Google Scholar
- R.H. Bracewell, S. Ahmed, K.M. Wallace, DRED and design folders, a way of capturing, storing and passing on, knowledge generated during design projects. in DETC’04, ASME design automation conference. Salt Lake City, Utah, 2004Google Scholar
- Engine Group, Engine service design. Available at: www.enginegroup.co.uk. Accessed Nov 2009
- W. Houkes, P.E. Vermaas, Contemporary engineering and the metaphysics of artefacts: Beyond the artisan model. Monist 92(3), 403–419 (2009)Google Scholar
- C. Illies, A. Meijers, Artefacts without agency. Monist 92(3), 420–440 (2009)Google Scholar
- ISO10303-1, Industrial automation systems and integration–Product data representations and exchange–Part 1: Overview and fundamental principles (1994)Google Scholar
- R. Tassi, 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) Politecnico di Milano, Italy (2008)Google Scholar
- R. Tassi, Service design tools: Communication methods supporting design processes. Available at: www.servicedesigntools.org. Accessed Nov 2009
- P. Simons, Parts: A study in ontology (Clarendon Press, Oxford, 2003)Google Scholar
- K. Ulrich, S. Eppinger, Product design and development (McGraw-Hill, New York, 2004)Google Scholar