Abstract
The service industry takes a major role in the economic development. The enforcement of service activities in service fields is important for the further improvement of service productivity. For that purpose, it is effective to conduct the integrative development of service processes and support systems for them with the participation of stakeholders. Meanwhile, means to formalize and understand the current situations in service fields from multiple perspectives, such as how to collect data of service processes and how to analyze them have not been established yet. This causes the inefficiency of the development process. In this paper, the authors propose `COTO' database to collect data on service processes with multiple perspectives in an integrative manner and how it works to support the design of service processes and systems by employees. In addition, the authors propose service process patterns and a technology map to choose an adequate models and technologies for COTO database in response to features of service processes. Finally, the authors discuss how the proposed methods are applied to service cases and the future prospect of this research scheme.
