Top Page > serviceCAD

About Service Engineering

What is Service Explorer

In Service Engineering, a computer-aided design system called Service Explorer has been in development since 2002. Service Explorer can represent the needs of customers and the relationship between such needs. Service Explorer integrates value design, service activity design, and product design. Using Service Explorer, managers, marketers, and engineers can work together to improve services while designing the services. Service Explorer is capable of both reviewing a service and designing a new service, can help visualize services, can evaluate services and can simulate services.

Service Explorer have been verified through several cases various industries so far; two examples are a warehouse equipment supplier and a hotel in the accommodation industry. Verifications are now being conducted in Sweden, Germany, Denmark, and Japan.

How to describe a service receiver

In Service Engineering, service is defined as an activity between a service provider and a service receiver to change the state of the receiver. According to the definition, a receiver is satisfied when his/her state changes to a new desired state. States of the service receivers are represented as a set of parameters called receiver state parameters (RSPs), which represent customer value in Service Engineering.

The concept of a epersonaf is useful to specify a receiverfs RSPs. A receiverfs lifestyle and behavioral patterns are described in terms of personal characteristics, occupation, social position and so forth. In the persona model, a scenario is described to represent the behaviors and responses experiencing a service as a state transition. A state is a set of specific values for each of the state parameters. By using this transition graph, the receiverfs purposes, goals, and their actions can be described. RSPs are a partial set of parameters describing a state selected by designers.

How to design service functions

The general design is achieved by the operation of correlating realizable actual artifacts to the functions; therefore, it is assumed that the functional representation is applicable to the representation of the state change of a service receiver and service contents.

In Service Engineering, a sub-model called view model is proposed to represent a functional service structure. After identifying the customer value as RSPs, functions and artifacts for each RSP can be described as a view model. A view model works as a bridge between the customer value and actual entities via a tree structure.

How to design service processes

In Service Engineering, the extended service blueprint is proposed for the description of the human activities and product behaviours in a service. The extended service blueprint includes product behavior and its relationship with service activities as well as the relationship between activities/behaviors and customer value. The extended service blueprint consists of an interrelated activity blueprint and behavior blueprint. Both service activities and product behaviors are processes that produce services: service activities are tasks performed by humanware and its related software, and product behaviors are tasks performed by hardware and its related software.

How to evaluate a service

The purpose of Service Engineering is to have a technological design tool for services. Therefore, evaluating those services is key issue. In Service Explorer, an importance analyzer is implemented as a part of evaluation modules.

The RSP weights for the receiver are computed numerically according to the AHP method using bilateral comparisons between parameters. The importance of each RSP is decomposed into the importance of individual function parameters, functions, attribute parameters and entities by using the DEMATEL method and QFD.