Non-predesigned factors in a service system and system design method-service system design to achieve high customer value

Research output: Contribution to journalArticle

Abstract

Service systems can be designed efficiently and effectively as a result of clarifying the distinctive properties of the system. Compared to other systems, service systems require more functions that are not designed in advanced. Functions not designed in advance, that is "non-predesigned functions", can be designed based on an analysis of what causes these functions. This paper aims to clarify the non-predesigned factors in a service system and examines measures used to design the system. Firstly, the distinctive properties of the service system compare with other systems are clarified. Secondly, non-predesigned factors are clarified based on these distinctive properties. Finally, measures used to determine the non-predesigned functions during system design are indicated. These measures must be used effectively in order to design service system that realizes high customer value.

Original languageEnglish
Pages (from-to)9-17
Number of pages9
JournalJournal of Japan Industrial Management Association
Volume63
Issue number1
Publication statusPublished - 2012
Externally publishedYes

Keywords

  • Service
  • System designing
  • Work design

ASJC Scopus subject areas

  • Strategy and Management
  • Management Science and Operations Research
  • Industrial and Manufacturing Engineering
  • Applied Mathematics

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