Modeling of service delivery system for service enhanced product design: An approach to improve service performance

作者：Li Pengzhong^*; Zhang Weimin; Yu Min

来源：Journal of Applied Sciences, 2013, 13(21): 4644-4652.

DOI：10.3923/jas.2013.4644.4652

• Efficiency and economies
• Generalized directed graph
• Hierarchical structures
• Interactive relationships
• Model method
• Service blueprint
• Service delivery system
• Service performance

In design of service enhanced product, Service delivery system should be properly modeled to promote service efficiency and economy. A new modeling method to describe detailed features of Service Delivery System was proposed. The method kernel is technical combination of Weighted Generalized Directed Graph (WGDG) with Extended Service Blueprint. Relationship weight was introduced to Generalized Directed Graph to build WGDG model which describes adjacent and accessible relationship and their types of functional departments related to Service Delivery System, at the same time qualitatively reflects significant of every relationship to Service Delivery System. In order to build connection of service with product, normal service blueprint was extended to not only describe interactive relationships of product with service and customer with enterprise but also, combined with WGDG, give hierarchical structure, interactive types and their circulations for all factors involved. By ensuring customer satisfaction and high service efficiency and economy, this modeling method lends a useful tool for development of service enhanced product.

• 出版日期2013
• 单位同济大学