Date of Award

2011

Document Type

Thesis

Degree Name

Master of Science (MS)

Department

Systems Engineering

First Advisor

Stanfield, Paul Dr.

Abstract

As consumer demand in the service sector increases and matures, it is necessary for service design to become more agile and integrated. Accommodation of the numerous, multi-faceted details involved in designing and providing a service requires the expertise of individuals from several disciplines. Although they often operate independently, these individuals should interact closely in order to integrate the activities and maintain unity throughout the service design process. Information Technology (IT) provides a means through which to integrate the activities. This thesis describes and justifies an overall framework for information technology-integrated service design termed Integrated Enterprise-based Service Design Activities (IESDA). Building on existing tangible product development approaches and incorporating recent service design research, the thesis then develops novel core information models for three key elements of design: service concept, service resources, and service processes. Each information model is customized to adapt to special needs for services. Finally the three models are integrated for holistic design and information model scalability and expansion. Using the information models, persons involved in the service design process will be able to share the information simultaneously and interact with each other regardless of time, location and organizational barriers.

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