i-design:an intelligent design framework for service...
TRANSCRIPT
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2006/11/22 1
:A Design Framework for Service Innovation
iDesign
PhD.Student:Wei-Feng Tung ([email protected])
Adviser :Dr. Soe-Tsyr Yuan ([email protected])
Laboratory :Ambient e-Service (http://www.aesl.nccu.edu.tw/index.htm)
MIS, College of CommerceNational Chengchi University
Taipei, Taiwan
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2006/11/22 2
Introduction
• iDesign is a framework to classify value co-productionrelationships underlying ecology perspective (e.g., mutualism).
• Two dimensions of framework, continuity of value co-productionand mutual adaptability, characterizing the service exchange.
• From the ecology perspective, the different criteria that can be used to test for the performance of mutualism.
• Three applications of service systems in iDesign fulfill the service innovation.
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Overall Framework
Classifying Framework
Measuring Performance
iDesign Platform
Continuity of Co-production
Mutual Adaptability One-sided Two-sided
Mutualism
Collaboration
Commensalism I II
III VI
V IV A
B
C
Competition
Mutation
Ideation
Design proglem
SpecificationDesign
RecommendationCooperative Interactive
CGA
OntologyDevelopr
Partnership Matcher
Value Appraiser
Monitoring
Consumer
Designer
Communication
Porducer
Collaborator
Evaluation
Partner present Providerp/p
Providerp/aCustomerc/a
Customerc/p
Partner absent
ProviderAdapt to absent of customer
CustomerAdapt to present of provider
Proximateresponse
Proximateresponse
Evoloved dependenceUltim
ate response
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Motivation
• Migrating to Service and Experience Economy
• The New Dynamics of Service Science
• Service Exchange of Value Co-Production
• Service Innovation for Design Industry
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Designing Service-Exchange Process Using Symbiosis Concept
• Mutualism:• This is a mutually beneficial interaction between individuals of
two species (i.e., provider, client) • obligatory mutualism (e.g. becteria vs. algae)• nonobligatory mutualism. (e.g. ant vs. tree)
• Communalism:• When two different species exist together, one of species has
benefit because of their union, but another has also no any loss. (e.g. earthworm vs. farmer)
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Continuity of Value Co-production
• Mutualism:• Mutually beneficial interactions between individuals of provides and customers.• destined partner• direct effect
• Collaboration:• Mutually beneficial interactions between individuals of provides and customers.• No destined partner• direct effect
• Commensalisms:• One-sided beneficial interactions between individuals of provides and customers.• destined partner• direct or indirect effect
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Degree of Mutual Adaptability
• Darwin’s evolution theory
• To identify the adaptability in the behaviors of provider & client in service exchange:
• One-sided :
Highly adaptive ability in one-sided (i.e., provider or client)
• Two-sided :
Highly adaptive ability in two-sided (i.e., provider & client)
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A Classifying Framework (iDesign)
Continuity of Co-production
Mutual Adaptability One-sided Two-sided
Mutualism
Collaboration
Commensalism I II
III VI
V IV A
B
C
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Differences between the Performances Measure
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Performance of Mutualism
Partner present Providerp/p
Providerp/aCustomerc/a
Customerc/p
Partner absent
ProviderAdapt to absent of customer
CustomerAdapt to present of provider
Proximateresponse
Proximateresponse
Evoloved dependence
Ultimate response
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Measuring Performance of Mutualism (1/3)
• Proximate Response (PR):measuring the proximate response of a provider to the removal of its partner in terms of the performance difference
Providerp/p
Providerp/aCustomerc/a
Customerc/p
Partner absent
ProviderAdapt to absent of customer
CustomerAdapt to present of provider
Proximateresponse
Proximateresponse
Evoloveddependence
Ultimate re
sponsePartner present
).,.(// cacpc PReiFF −
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Measuring Performance of Mutualism (2/3)
• Ultimate Response (UR):
measuring the performance, in the partner’s presence, of a provider adapted to the partner, is compared with the performance, in the partner’s absence, of customer adapted to this absence in terms of the performance difference .
Partner absent
Providerp/p
Providerp/aCustomerc/a
Customerc/p
ProviderAdapt to absent of customer
CustomerAdapt to present of provider
Proximateresponse
Proximateresponse
Evoloveddependence
Ultimate response
Partner present
).,.( c/p// UReiFF appc −
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Measuring Performance of Mutualism (3/3)
• Evolved Dependence (ED):
measuring the performance difference between the provider that is adapted to the partner’s absence and the customer that is adapted to its presence, bothmeasured in the absence of the partner in terms of the performance difference
ProviderAdapt to absent of customer
CustomerAdapt to present of provider
Providerp/p
Providerp/aCustomerc/a
Customerc/p
Partner absent
Proximateresponse
Proximateresponse
Evoloved dependence
Ultimate
response
Partner present
).,.( p/c// EDeiFF acap −
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Service Performance Criteria
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Service Science for Design Industry -- Three Service Systems
Mutual Adaptability
One-sided Two-sided
Collaboration
Commensalisms
Continuity of valueCo-production
Mutualism
I II
III VI
V IVe-Industrial Design e-Interior Design
e-Entertainments
A B
C
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Service System Examples I – e-Entertainments
Continuity of Co-production
Mutual Adaptability One-sided Two-sided
Mutualism
Collaboration
Commensalism I II
III VI
V IVA
B
C
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Customer A
Customer C
Customer B
Creative Concept A
Creative Concept B
Creative Concept C
Performance
EDURPR
Collaborative Service Marketplace
Partnership Matcher
S-FGA
Value Appraiser
User Goal RecognizerOntology Developr
Fuzzy Rules
A Collaborative Digital Content Design Service Marketplace with a Semantic-Based Fuzzy Genetic Mechanism
B
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A Collaborative Digital Content Design Service Marketplace with aSemantic-Based Fuzzy Genetic Mechanism
B
(Yen-Cheng Wu, Wei-Feng Tung, Soe-Tsyr Yuan, 2006)
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Service System Example II– eIndustrial Design
Continuity of Co-production
Mutual Adaptability One-sided Two-sided
Mutualism
Collaboration
Commensalism I II
III VI
V IVA
B
C
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Customer A
Producer
Customer B
Creative Concept A
Creative Concept B
Producer Concept
Performance
EDURPR
Adaptive dynamics model
Idea/ Trend Knowledge Base
External Stimulus
Ideation Competition Mutation Monitoring
Mutualism-Based Idea Management for Mobile Phone Design Service
A
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Mutualism-Based Idea Management for Mobile Phone Design Service
Mutation Module
Ideation Module
Competition Module
Monitoring Module
User
Product Manger
Industrial Designer
Idea/TrendKnowledge Base
Ideation Center
Other Departments
Design Proposals
A
(Je-Ren Tsai, Wei-Feng Tung, Soe-Tsyr Yuan, 2006)
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Continuity of Co-production
Mutual Adaptability One-sided Two-sided
Mutualism
Collaboration
Commensalism I II
III VI
V IVA
B
C
Service System Example III– e-Interior Design
..
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A Design e-Service Delivery with an Ontology-Based Cooperative/Interactive Co-Evolutionary Mechanism
Designer
Customer
Design requirement
Design ProblemSpecificaiton
DesignIdea
ConcetPrototype
RuleSets
Performance
EDURPR
ivp
ivc
ivcp
cp
PRPRURED
δδδ
β
>≈>
>
<
)0(
0
/
/
Adaptability
Assembling Capability
External Stimulus
Cooperative Interactive Co-evolutionary
GA
Design Recommendation
C
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A Design e-Service Delivery with an Ontology-Based Cooperative/Interactive Co-Evolutionary Mechanism
Co-evolutionary Knowledge Base
Concept Knowledge Base Designer
Problem
Cooperative Interactive Co -evolutionary GA
Design Recommendation
Evaluation
Customer
Designer
Designer
Design Problem Specification
Concept
Solution
Profile Knowledge Base
C
(Hui-Shan Chi, Wei-Feng Tung, Soe-Tsyr Yuan, 2006)
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iDesign Platform
Competition
Mutation
Ideation
Design proglem
SpecificationDesign
RecommendationCooperative Interactive
CGA
OntologyDevelopr
Partnership Matcher
Value Appraiser
Monitoring
Consumer
Designer
Communication
Porducer
Collaborator
Evaluation
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Managerial Insight (1/2)
Traditional BusinessApproach
Collaboration with Partners
Value Co-Production
One-sided Two-sidedMutual
Adaptiability
Commensalism
Collaboration
Mutualism
Continuity of Co-Production
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Managerial Insight (2/2)
Product Service e-Service
The basis of Value Product offering Service offering The service exchange of co-production
Goal of Innovation New production New service Innovated value co-production service
Locus of Interaction Once at the end of the value chain
The process and interaction of service
Repeatedly, anywhere, and anytime in the system
Producer-Customer Relationship
Transaction-based exchange
Service-base exchange Set of interactions of the partners
Productivity /Customer Satisfaction
Low / HighHigh / Low
Low / HighHigh / Low
High / High
Focus of Quality Quality of product and internal processes
Quality of provider-customer interactions
Quality of the interactions of the partners and the value of co-production
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Q&Ahuman
Process
Strategy
UnderlyingTechnology
Competition
Mutation
Ideation
Design proglem
SpecificationDesign
RecommendationCooperative Interactive
CGA
OntologyDevelopr
Partnership Matcher
Value Appraiser
Monitoring
Consumer
Designer
Communication
Porducer
Collaborator
Evaluation