Bill of Service for Service Resource Integration

1Kwan 2016

Stephen K. KwanSan José State University

Kazuyoshi HidakaTokyo Institute of Technology

Md. Abul Kalam SiddikeJAIST

Yuoji KohdaJAIST

Presented atICServ2016, Shibaura Institute of Technology

Tokyo, JapanSeptember 8th, 2016

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Abstract

Explored the concept of ‘Bill of Service (BOS)’ as a way of integrating resources to facilitate the fulfillment of promised service experience for the customer. Used BOS to partition the total service experiences into service components for the customers. Also decomposed the value propositions (service offerings) to be provided by different contractors or other providers.

The Benefits of BOS for Resource IntegrationManage Inventory of Capabilities and Qualified ResourcesCosting, Pricing and ContractingPartner and Subcontract ManagementManage Delivery of Service Experience

Working towards:Maintaining Service Quality in a Service Network

Service Standardization

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VP = [SE,B,C,P,Q,Sc,R,M,FR]

BenefitsCosts

Probabilityof Success

Quality

Schema for Data

Exchange

Stakeholders’Roles

PerformanceMetrics

FailureRecovery

Service Experience

The Service Experience is made up of a set of service components the customer should expect to encounter as service episodes during his service journey. A Value Proposition becomes a quote when it is formally presented to a customer with specific details.

Composition of a Value Proposition

Kwan, S. K., and Hottum, P. (2014). Maintaining Consistent Customer Experience in Service System Networks. Service Science 6(2),136-147.

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BOS for Service Integration (1)

SC1 SC3SC2

SC2 SC3

P1 P3P2

SE1 SE3SE2

Service Components

ServiceEpisodes

Partners

Provider Capabilities

n1 n2

PartnerCapabilities

ServiceDelivery

ValueProposition

ServiceContract

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BOS for Service Integration (2)

SC1 SC3SC2

SC2 SC3

P1 P3P2

SE1 SE3SE2

n1 n2

Service ComponentDecomposition

Composition ofContract with BOS

ResourceIntegration

Service Assembly& Delivery

Schema for BOS & Resource Integration

Customer

Contract ServiceComponent

Contract Service

Component

Resource

ResourceQualified

For ServiceComponent

ResourceAssignment

ServiceComponentAssembly1

0,M

Has

1

1,M

Has 1

0,MIs in

1

0,MIs Made

Up of

1

1,M 1,M

1Is Qualifiedto Deliver

Has QualifiedDeliverer

1

1

0,M 0,M

Is Assignedto Resourcefor Delivery

Is Assignedto Deliver

in a Contract

1

0,MIs Part of

Quantity

Quantity

[A]

[B]

[C] [D]

[E]

[F]

[G]

[H] Service Episodes

0,M1

Delivers ServiceComponent in Episodes

[I]

EvaluationKwan 2016 6

Schema for Resource Integration

Customer

Contract ServiceComponent

Contract Service

Component

Resource

ResourceQualified

For ServiceComponent

ResourceAssignment

ServiceComponentAssembly1

0,M

1

1,M

1

0,M

1

0,M

1

1,M1,M

1

1

1

0,M

0,M

1

0,M

Quantity

Quantity

Service Episodes 0,M 1

Evaluation

Inventory ofCapabilities as BOS

Training orPartnering with

Qualified Resources

ContractingWith CustomerFor What They Want

IntegratingResources toDeliver Service

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Examples of BOS (1)

Amazon.comBookcloseout_us

nengland4

theBookGrinder

Customer

USPS

USPS

USPS

Service Supply Network

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Examples of BOS (2)

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Product / Service Spectrum

Product Service

“Servitization”

“Productization”Service Components, BOS, Service Assembly & Delivery

“Service Standards”

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Service Standard as Part of a Value Proposition

Benefits

Costs

Probabilityof Success

Quality

Schema for DataExchange

Stakeholders’Roles

PerformanceMetricsService Experience

VP = [SE,B,C,P,Q,Sc,R,M,FR]

FailureRecovery

Essential Elements of a Service Standard

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Service Standards (1)

A standard is a document that provides requirements, specifications, guidelines or characteristics that can be used consistently to ensure that materials, products, processes and services are fit for their purpose.

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A Service Standard is performance-based – not design-based, is non-prescriptive and a reference implementation could be used for conformance measurement, benchmarking, and interoperability assessment.

International Standards Organization (ISO) Definition:

Only 700 out of 19,000 ISO Standards are service related!

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13Kwan 2016

Increased Interest in Service Standards

Examples of Different Types of Standards:• Industry (Segment) Standards• National Standards• International Standards• Private Standards (e.g., SLA’s)• Company Standards• Industry Standards

Service Standards (2)

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Importance of Service Standards

• There is an increasing need for Service Standards as countries begin to develop their service sector and face market-based forces within the sector as well as import/export of service in the global economy. In this case Service Standards can be viewed as a surrogate level of market requirements (i.e., the bar set by the industry) which level the playing field for Small and Medium-Sized Enterprises (SME’s) to compete.

• The use of relevant Service Standards could be a mechanism to connect VPs across the service network in order to ensure the customer enjoys a level of service consistent with the expectation set by the original VP offered by service provider. Service Standards are important elements of setting customer expectations.

• Service Standards provide specifications for interoperability, performance measurement, and conformance assessment guidelines. High potentials in reducing service quality gap.

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