Abstract
We propose a framework for the design and implementation of service systems, especially to design controls for long-term sustainable value co-creation. The framework is based on the software support tool e3-control. To illustrate the framework we use a large-scale case study, the Beer Living Lab, for simplification of customs procedures in international trade. The BeerLL shows how value co-creation can be achieved by reduction of administrative burden in international beer export due to electronic customs. Participants in the BeerLL are Heineken, IBM and Dutch Tax & Customs.
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- 1.
For further info on the tool see www.e3value.com, where also free demo versions of the tool can be downloaded.
- 2.
The ITAIDE project is funded by the 6th Framework IST Programme of the European Commission, for further information see www.itaide.org.
- 3.
Heineken ships on average 40,000 (!) containers to the US, so the potential benefits of simplification of customs procedures are very significant for Heineken.
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Acknowledgments
This research was partially supported by the integrated project ITAIDE (Nr.027829), which is funded by the 6th Framework IST Programme of the European Commission (see www.itaide.org).
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Tan, YH., Hofman, W., Gordijn, J., Hulstijn, J. (2011). A Framework for the Design of Service Systems. In: Demirkan, H., Spohrer, J., Krishna, V. (eds) Service Systems Implementation. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-7904-9_4
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