サービス工学の提案

第3報, サービス活動の導入による機能・属性表現の統合

抄録

Manufacturing industry needs to supply services more than materialized products to customers recently. In marketing field, customer value and human activity are main topics in service system. However, literatures of this research lack the perspective on effect and meaning of activities to the customer. In traditional engineering field, effect and meaning of artifacts can be commonly represented by function. Hence, the authors have mainly modeled service contents as a set of functions to change states of the receiver. This paper focuses on integrating the function model and the activity model so as to evaluate service deliveries according to the customer's point of view. In this paper, we describe activities of service with Service Blueprint by BPMN (Business Process Modeling Notation). We also correlate some of activities with functions as behaviors that realize these functions. The above method is implemented on Service Explorer, which is a CAD system to analyze, evaluate, and design services. Demonstrating an example, the followings are found : (a) separate function models are integrated through activities; (b) interactions between customer and provider are represented; and (c) functional activities and support activities are both incorporated into the delivery process of services.