Iess2013presentation
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The document proposes developing an ontology and modeling approach for service science. It motivates the need for shared conceptualization and models in service science. The research aims to clarify theoretical concepts, develop a conceptual model, transform it into a domain ontology, and define a modeling language. Initial results include clarifying foundational concepts and identifying relationships in a conceptual model. This helps structure the service system domain and develop formal modeling tools. Future work includes comparing models, evaluating clarity and completeness, and developing the ontology and modeling framework.
![believe that the graphical model system conceptual model the service
Service already helps in better understanding
system worldview as it shows how different concepts (should) relate to each other.
Therefore, we will explain the service system conceptualization on which the
ontology is based via the graphical conceptual model that we developed.
Fig. 2. Service system conceptual model
The diagram is overlaid with four coloured areas that further categorize the service
system of Economics and mainly in function of their relationship with the service process, as
Faculty concepts, Business Administration
modelled inManagement Information and Operations Management model [reference hidden for reviewers
Department of
our ISPAR-based service process 14
- will be added in case of paper acceptance]. Core concepts are those that play a role](https://image.slidesharecdn.com/iess2013presentation-130207053206-phpapp02/85/Iess2013presentation-14-320.jpg)
![Results (6/6) Towards a Process Model for Service Systems 11
Relationship ISPAR SHORT PAPER 7
and service system service
believe that the graphical model already helps in better understanding the service
process
worldview
system worldview as it shows how different concepts (should) relate to each other.
Therefore, we will explain the service system conceptualization on which the
ontology is based via the graphical conceptual model that we developed.
service
Fig. 2. Service system conceptual model
The diagram is overlaid with four coloured areas that further categorize the service
system concepts, mainly in function of their relationship with the service process, as
modelled in our ISPAR-based service process model [reference hidden for reviewers Fig. 5. EPC representation of service process model
- will be added in case of paper acceptance]. Core concepts are those that play a role case of dispute between two entities, the interaction will probably be regulated
In
Faculty of Economics and Business Administration
throughout the entire service process. At least two service system entities participategoverning body like a mediation service or a court case. If the service system
by a
Department of Management Information and Operations is service, which we define do not succeed in resolvingdispute provides outcome is still ‘service not
in interactions that create outcomes. The desired outcome Management
entities
successfully ended’. Resolving the
the dispute, the
18
a return path to the ‘realize
as mutual value co-creation. Co-creation means that resources from all participating](https://image.slidesharecdn.com/iess2013presentation-130207053206-phpapp02/85/Iess2013presentation-18-320.jpg)
Iess2013presentation
- 1. FACULTY OF ECONOMICS AND BUSINESS ADMINISTRATION Towards an Ontology and Modeling Approach for Service Science Geert Poels Griet Van Der Vurst Elisah Lemey Faculty of Economics and Business Administration Department of Management Information and Operations Management 7 February, 2013
- 2. Motivation (1/2) Service Science The ‘service system’ is the main abstraction of the service economy studied in SSMED • Focal concept = value co-creation Interdisciplinary field searching for shared conceptualization • Theoretical framework = service-dominant logic + systems theories • Call for shared vocabularies and models (+ modeling means) (= scientific contribution intended by our research) • How can models help SSMED? (= practical relevance of our research) – Power of visualization – Power of analysis Faculty of Economics and Business Administration Department of Management Information and Operations Management 2
- 3. Motivation (2/2) Systems modeling is research topic in IS Large class of service systems are enterprises. Enterprises are systems. Capitalize on enterprise modeling knowledge in IS • Business models – Conceptual Modeling, Requirements Engineering – E.g., business model canvas, goal models, value models, capability models • Enterprise (architectural) models – Enterprise Architecture/Engineering, Business Process/Workflow Modeling, Data/Database Modeling, Software Engineering/Model-driven Engineering, … Faculty of Economics and Business Administration Department of Management Information and Operations Management 3
- 4. Purpose (1/4) Starting point: Service System Worldview (Spohrer) Informed by SDL and systems theories • Entity • Value proposition based interaction • Resource • Governance mechanism based interaction • Access Right • Outcome • Ecology • Measure • Interaction • Stakeholder Faculty of Economics and Business Administration Department of Management Information and Operations Management 4
- 5. Purpose (2/4) Problem statement How to go from an initial vocabulary to talk about service systems to a useful modeling instrument for describing and designing service systems? • theoretical basis unclear (definitions?, internal consistency?, sharedness?, ..) • merely a list of concepts – what about relationships and rules/axioms that hold for these relationships? (domain structure?) Faculty of Economics and Business Administration Department of Management Information and Operations Management 5
- 6. Purpose (3/4) Current research Research objectives Clarify theoretical basis of concepts Represent concepts in a conceptual model that also identifies the domain structure Transform conceptual model, which is basically a graphical model, into a domain ontology for service systems (with formal, precise semantics and ability to use ontological tools) Define a meta-model of a service system modeling language based on the ontology Faculty of Economics and Business Administration Department of Management Information and Operations Management 6
- 7. Purpose (4/4) Select/develop a concrete syntax (notation) for the meta- model Develop a method (and possibly tool support) for applying the modeling language to real service system modeling situations Explore applications for service system design, engineering, and management Faculty of Economics and Business Administration Department of Management Information and Operations Management 7
- 8. Method Current research Research activities/steps Literature review of conceptual frameworks and theories in service-related disciplines (and beyond) Conceptual design Conceptual modeling Ontology engineering Meta-modeling and language development Method engineering Tool development Application and evaluation Faculty of Economics and Business Administration Department of Management Information and Operations Management 8
- 9. Theoretical analysis Service DEFINITION Dominant OF Logic CONCEPTS? System Service Theoretic Quality Model Gap Model RELEVANCE Service OF Systems CONCEPTS? Worldview Service Ontology Unified based on Service DOLCE Theory COMPLETENESS Work System OF CONCEPTS? Method Faculty of Economics and Business Administration Department of Management Information and Operations Management 9
- 10. Results (1/4) Clarification of theoretical grounding of service system worldview w.r.t. relevancy • Three common foundational concepts: – service system entity – interaction – stakeholder perspectives provider and consumer • Other foundational concepts all supported by at least one theory • No foundational concepts rejected by any of the theories Faculty of Economics and Business Administration Department of Management Information and Operations Management 10
- 11. Results (2/4) w.r.t. completeness • Service system worldview allows different interpretations to co-exist – Service as co-production versus service as co-creation => implications for the nature of involvement of customer resources, the definition of focal resource and access rights – Service within the service system or between service systems => implications for the definition of entity and ecology – Service as a process, as an outcome (or even the only outcome), as a commitment => indicates the need to explicitly define service – Mutuality within the service or in the economic exchange of services => indicates the need for a service exchange model Faculty of Economics and Business Administration Department of Management Information and Operations Management 11
- 12. Results (3/4) w.r.t. definitions • As Service Science studies value co-creation phenomena, our conceptual design introduced service as an eleventh foundational concept – Service is the favourable, intended outcome of interactions between service system entities. This favourable, intended outcome is mutual value co-creation. – Mutual value co-creation results from a (successful) service process, in which at least two service system entities (in the roles of consumer and provider) participate. Faculty of Economics and Business Administration Department of Management Information and Operations Management 12
- 13. Results (4/4) Conceptual model Theoretical analysis/conceptual design identified • Relationships between foundational concepts – E.g., focal resource is a physical or non-physical resource with rights (i.e., operant resource in SDL) • Axioms/rules that apply to these relationships – E.g., at least two service system entities participate in a service (i.e., resources of both consumer and provider are involved). Graphical representation using UML (class diagram) • Shows the structure of the service system domain Faculty of Economics and Business Administration Department of Management Information and Operations Management 13
- 14. believe that the graphical model system conceptual model the service Service already helps in better understanding system worldview as it shows how different concepts (should) relate to each other. Therefore, we will explain the service system conceptualization on which the ontology is based via the graphical conceptual model that we developed. Fig. 2. Service system conceptual model The diagram is overlaid with four coloured areas that further categorize the service system of Economics and mainly in function of their relationship with the service process, as Faculty concepts, Business Administration modelled inManagement Information and Operations Management model [reference hidden for reviewers Department of our ISPAR-based service process 14 - will be added in case of paper acceptance]. Core concepts are those that play a role
- 15. Discussion Contribution so far Graphical conceptual model of service system worldview • Clarification of foundational concepts • Identification of domain structure Implications Helps development of formal service system ontology and service system modelling language Helps understanding service system worldview by adding structure to the set of foundational concepts Limitation Remaining definitional issues need to be clarified Evaluation Faculty of Economics and Business Administration Department of Management Information and Operations Management 15
- 16. FACULTY OF ECONOMICS AND BUSINESS ADMINISTRATION Auxiliary slides (from IESS 1.2 paper) Faculty of Economics and Business Administration Department of Management Information and Operations Management 7 February, 2013
- 17. Service Design Theory Faculty of Economics and Business Administration Department of Management Information and Operations Management 17
- 18. Results (6/6) Towards a Process Model for Service Systems 11 Relationship ISPAR SHORT PAPER 7 and service system service believe that the graphical model already helps in better understanding the service process worldview system worldview as it shows how different concepts (should) relate to each other. Therefore, we will explain the service system conceptualization on which the ontology is based via the graphical conceptual model that we developed. service Fig. 2. Service system conceptual model The diagram is overlaid with four coloured areas that further categorize the service system concepts, mainly in function of their relationship with the service process, as modelled in our ISPAR-based service process model [reference hidden for reviewers Fig. 5. EPC representation of service process model - will be added in case of paper acceptance]. Core concepts are those that play a role case of dispute between two entities, the interaction will probably be regulated In Faculty of Economics and Business Administration throughout the entire service process. At least two service system entities participategoverning body like a mediation service or a court case. If the service system by a Department of Management Information and Operations is service, which we define do not succeed in resolvingdispute provides outcome is still ‘service not in interactions that create outcomes. The desired outcome Management entities successfully ended’. Resolving the the dispute, the 18 a return path to the ‘realize as mutual value co-creation. Co-creation means that resources from all participating
- 19. Future research Compare with other process models, e.g., DEMO basic transaction pattern, Open-edi Business Transaction phase specification, .. Evaluate w.r.t. problems addressed by research objectives 1 – 2 Clarity, faithfulness, completeness, .. Research objectives 3 – 7 Ontology Modeling framework Faculty of Economics and Business Administration Department of Management Information and Operations Management 19
- 20. EPC representation of service process Faculty of Economics and Business Administration Department of Management Information and Operations Management 20
- 21. Faculty of Economics and Business Administration Department of Management Information and Operations Management 21
- 22. Faculty of Economics and Business Administration Department of Management Information and Operations Management 22
- 23. Demonstration: business lunch Faculty of Economics and Business Administration Department of Management Information and Operations Management 23
- 24. Demonstration: money investment Faculty of Economics and Business Administration Department of Management Information and Operations Management 24
- 25. Demonstration: on-line newspaper Faculty of Economics and Business Administration Department of Management Information and Operations Management 25