Abstract
This paper presents a framework for collaborative service production by formalizing tacit knowledge and reusing it effectively between clients and service practitioners. Knowledge about service delivery is an asset and a competitive edge to service providers. However, service providers in the IT industry have not utilized it satisfactorily yet. To reinforce their asset development and reuse in service production, this paper introduces production patterns for mass customization, tacit knowledge formalization for mutual understanding, and disciplines for practitioners' tasks with kernel states. This collaborative service production is carried out by enforcing the disciplines with task tickets under a widely-used project management system.
