Hassannezhad, M., Cassidy, S. and Clarkson, P.J. (2017) Dynamic modelling of relationships in complex service design systems. In: Maier, A., Škec, S., Kim, H., Kokkolaras, M., Oehmen, J., Fadel, G., Salustri, F. and Van der Loos, M., (eds.) Proceedings of the International Conference on Engineering Design, (ICED 17). 21st International Conference on Engineering Design, ICED 17, 21-25 Aug 2017, Vancouver, Canada. The Design Society , pp. 219-228. ISBN 9781904670902
Abstract
Today's market conditions such as globalisation and digitalisation have made it challenging to design an effective service system that can efficiently balance organisational service capacity and customer service quality, hence ensure achieving business growth. One key reason might be related to the complex structure of relationships within and across functional disciplines that in often cases are dynamic and uncertain while occurring in multiple layers. Therefore, effective understanding of these interrelationships might be a significant step towards understanding the dynamics of a complex service system. In response to this challenge, this paper presents development and application of a systematic modelling and analysis framework that uses functionality of Change Prediction Method and System Dynamics to integrate multiple levels of relationships. The objective is to help decision makers understand key influencing factors and their underlying risk and impact on the system behaviour, i.e., customer experience, thus making organisation more adaptive in responding to changes and uncertainties. The ideas are illustrated through an expanded case study in British Telecom company.
Metadata
Item Type: | Proceedings Paper |
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Authors/Creators: |
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Editors: |
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Copyright, Publisher and Additional Information: | © 2017 The Design Society. |
Keywords: | Service design; Complexity; Dependency modelling; Uncertainty; Telecommunication |
Dates: |
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Institution: | The University of Sheffield |
Academic Units: | The University of Sheffield > Faculty of Engineering (Sheffield) > Department of Automatic Control and Systems Engineering (Sheffield) |
Depositing User: | Symplectic Sheffield |
Date Deposited: | 21 Apr 2020 10:03 |
Last Modified: | 21 Apr 2020 10:03 |
Published Version: | https://www.designsociety.org/publication/39576/Dy... |
Status: | Published |
Publisher: | The Design Society |
Refereed: | Yes |
Related URLs: | |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:159709 |