Service design for intelligent parking based on theory of inventive problem solving and service blueprint

Lee, Ching Hung; Wang, Yu Hui; Trappey, Amy J.C.

doi:10.1016/j.aei.2014.10.002

Cited by 57 publications

(31 citation statements)

References 21 publications

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“…One class of method is an attempt to improve existing processes by applying advanced models and concepts to the SB. Lee, Wang, and Trappey [42] redesigned parking service processes using the theory of inventive problem solving (TIPS) principles. They identified problems and found solutions for the service based on the TIPS.…”

Section: Service Blueprint Based Redesignmentioning

confidence: 99%

Redesigning In-Flight Service with Service Blueprint Based on Text Analysis

Nam

Lee

2018

Sustainability

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Airline services should be passenger-focused to be sustainable. In this study, we redesign an in-flight service process using a service blueprint while incorporating direct customer perceptions of service experiences. To incorporate these, we apply topic modeling to 64,706 passenger-written online reviews of airline services. Passenger experiences of in-flight services are the sum of experiences from service encounters in all the subsequent steps and we assume that their direct perceptions of their experiences are faithfully contained in the online reviews. Topics extracted from the reviews can be regarded as service encounters based strongly on passenger experiences. Then, the service encounters are reorganized within the framework of a service blueprint. The results show that the complexity, a number of service steps, decreases by 38% compared to the benchmark service blueprint. However, the divergence, a latitude of service steps, should increase for a couple of service encounters. Moreover, we quantitatively analyze the divergence using the probability of word frequency statistically distributed across topics. The in-flight service using the proposed design could be sustainable with respect to customer-focused service while considering direct customer experiences in real-time.

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Section: Service Blueprint Based Redesignmentioning

confidence: 99%

Redesigning In-Flight Service with Service Blueprint Based on Text Analysis

Nam

Lee

2018

Sustainability

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“…The scope of TRIZ has also been extended to non-technical areas, such as marketing, sales, and advertising [35], service design [36][37][38], and maintenance support [39]. As TRIZ is capable of providing methodical design supports for the performance of functionality and serviceability, it is used as a tool for the proposed approach to define both the functionality-and serviceability-related problems as well as the interdisciplinary problems between the product and service design tasks.…”

Section: Step 2 Problem Definitionmentioning

confidence: 99%

Coupling Products and Services in Design Processes: A Case Study of Smart Drip

Chou¹,

Ha²,

Yi-ShanLai³

2018

KSS

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“…Regarding the combination with formal techniques, in [16] Berkley uses phase distributions to control service operations whereas fuzzy graph is used in [17] to modularize product extension service blueprints. There are also some works on the combination of service blueprinting with the Theory of Inventive Problem Solving (TRIZ), like the one from Lee et al [18]. As well, there are different works on the revision or extension of service blueprinting for specific purposes.…”

Section: Related Workmentioning

confidence: 99%

Validation of Service Blueprint Models by Means of Formal Simulation Techniques

Estañol

Marcos

Oriol

et al. 2017

Service-Oriented Computing

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Abstract. As service design has gained interest in the last years, so has gained one of its primary tools: the Service Blueprint. In essence, a service blueprint is a graphical tool for the design of business models, specifically for the design of business service operations. Despite its level of adoption, tool support for service design tasks is still on its early days and available tools for service blueprint modeling are mainly focused on enhancing usability and enabling collaborative edition, disregarding the formal aspects of modeling. In this paper we present a way to support the validation of service blueprint models by simulation. This approach is based on annotating the models with formal semantics, so that each task can be translated into formal logics, and from them, to executable SQL statements. This works opens a new direction in the way to bridge formal techniques and creative service design processes.

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Service design for intelligent parking based on theory of inventive problem solving and service blueprint

Cited by 57 publications

References 21 publications

Redesigning In-Flight Service with Service Blueprint Based on Text Analysis

Redesigning In-Flight Service with Service Blueprint Based on Text Analysis

Coupling Products and Services in Design Processes: A Case Study of Smart Drip

Validation of Service Blueprint Models by Means of Formal Simulation Techniques

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