Service systems engineering framework based on combining service engineering and systems engineering methodologies

Abstract

Researches on service systems have been conducted for more than a decade, resulting in concepts and knowledge of the service system. These lead to the intention of the organizations to create a service system that is able to provide service value. As the service sector grows, the organizations are required to be able to develop such a service system that gives benefits to the organizations and has an impact on performance improvement. Therefore, the organizations need a practical understanding of building service systems in the real world. This paper proposes a comprehensive and systematic framework for service systems engineering that can help organizations in developing and building the service systems. The framework elaborates two major engineering methodologies, which are service engineering and systems engineering methodology. This framework was developed through the application of systems engineering life cycle and principles into the service engineering. The result of this study can provide systematic guidance in building service systems.