Abstract
A set of generic thinking tools is required to understand and develop a concept. New concepts are always built upon existing knowledge bases. In this chapter, we discuss various generic thinking tools used for designing and developing the concept of Service Machine. As a service production system designer, one should understand various definitions of services, the concepts of systems and systems thinking to visualize different abstraction levels of a system from micro to macro, and relevant emerging technologies. Technology means a systematic and purposeful attempt to accomplish something based on knowledge about the underlying phenomena, be they natural, biological, or social. Knowledge has three aspects: ontology, epistemology, and dynamics. With knowledge, technologies can be developed. Service machine is proposed as a conceptual tool for understanding the way service production system is organized in a business. A service machine should be designed using socio-technical approach in order to achieve higher productivity and satisfaction of stakeholders. We also discuss how the service machines are related to the existing concept of Business Model Canvas (BMC). This would be helpful in improving existing services and creating new service businesses.
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Roy, R.B., Lillrank, P., V.K., S., Torkki, P. (2019). The Conceptual Tools. In: Designing Service Machines. Translational Systems Sciences, vol 15. Springer, Singapore. https://doi.org/10.1007/978-981-13-0917-5_2
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DOI: https://doi.org/10.1007/978-981-13-0917-5_2
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