Inquiry into serviceprocesses from the perspective of 'steps'

Ryoichi Tamura, Akihiro Honda

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

In this paper, our aim is to initiate research into service design by first understanding the current state of service processes. We study investigates and analyzes a wide range of service cases from the perspective of 'steps', without referring to such things as the properties or evaluations of the users. We then consider the utility of this perspective. Here, 46 types of existing services are targeted and process steps are extracted according to, for example, changes in the medium by which the service is provided. Successive steps are evaluated according to 5 items and 16 categories for changes in medium, and cluster analysis is performed according to quantification theory type III to classify changes between steps. Relations between this analysis and existing notification methods are also examined. Because we targeted a wide range of service cases and we were unable to touch upon such things as the properties and evaluations of users, we were only able to consider these issues in broad terms, but we believe that we have been able to hint at the importance of the perspective of 'steps' for future considerations of service processes.

Original languageEnglish
Title of host publicationProceedings of the 19th International Conference on Engineering Design
Subtitle of host publicationDesign for Harmonies, ICED 2013
Pages71-78
Number of pages8
Volume4 DS75-04
Publication statusPublished - Dec 1 2013
Event19th International Conference on Engineering Design, ICED 2013 - Seoul, Korea, Republic of
Duration: Aug 19 2013Aug 22 2013

Other

Other19th International Conference on Engineering Design, ICED 2013
CountryKorea, Republic of
CitySeoul
Period8/19/138/22/13

All Science Journal Classification (ASJC) codes

  • Modelling and Simulation
  • Engineering (miscellaneous)
  • Industrial and Manufacturing Engineering

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