Service information blueprint: A scheme for defining service information requirements

Access to high quality information is essential for effective design, development and delivery of service. In product-service systems (PSS), this includes both information to support the lifecycles of physical products and associated services and information to support the management of services. Se...

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Bibliographic Details
Published in:Journal of service science research 2015-06, Vol.7 (1), p.21-53
Main Author: Kundu, Saikat
Format: Article
Language:English
Subjects:
Analysis
Business and Management
Business metrics
Business models
Case studies
Customer feedback
Customer services
Decision making
Engineering Economics
Industrial Organization
Information
Logistics
Management
Marketing
Organization
Repair & maintenance
Science
Services
Software Engineering/Programming and Operating Systems
Studies
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Summary:Access to high quality information is essential for effective design, development and delivery of service. In product-service systems (PSS), this includes both information to support the lifecycles of physical products and associated services and information to support the management of services. Service blueprinting is a widely used technique for visualisation and mapping of service activities. This paper introduces the concept of Service Information Blueprint, which builds on and extends the existing concept of service blueprint by including definition of service information needs and capture of service information in PSS environment. Three types of information associated with a service activity is captured in the Service Information Blueprint-input, process and output information. Applicability of the Service Information Blueprint to define technical support services is demonstrated using a case study on machine maintenance and repair service contract scenario. In addition, the impact of changes in service contract type on service definition and information requirements is demonstrated.
ISSN:2093-0720
2093-0739
DOI:10.1007/s12927-015-0002-3