lecture 'service - word and term' 2014-08-27 v02.00.01
TRANSCRIPT
E-Mail [email protected] Mobile Phone +49-1520-9 84 59 62 Landline Phone +49-6123-74 04 16 XING https://www.xing.com/profile/PaulG_Huppertz
LinkedIn http://www.linkedin.com/in/paulghuppertz
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yasni http://person.yasni.de/paul-g.-huppertz-251032.htm
Paul G. Huppertz
named Servísophos
Servicing Consultant & System Architect
Service Composer & Meta Service Provider
ISSIP Service Terminology
servicEvolution – Schöne Aussicht 41 – 65396 Walluf - Deutschland | E-Mail: [email protected] | Mobile +49-1520-9 84 59 62
Service Word & Term
Wednesday, August 27, 2014 / 27.08.2014 07:30 – 08:00 AM PDT / 10:30 – 11:00 AM EDT / 04:30 – 05:00 PM CEST
Weekly conference call International Society of Service Innovation Professionals (ISSIP)
http://www.issip.org/
1
ISSIP Service – Word & Term
Outline – Sections & Contents
Intro • Service – Word, Derivation & Translation
Centro
• Service Term – Demarcation, Essence & Definition
• Service Identifiers – Service Consumer, Service Object & Benefit
Extro
• Discussion – Repeating, Rethinking & Revising
• Appendix – Sources, Links & References
2
Intro | Service Term | Service Identifiers | Extro
ISSIP Service – Word & Term
Outline – Sections & Contents
Intro • Service – Word, Derivation & Translation
Centro
• Service Term – Demarcation, Essence & Definition
• Service Identifiers – Service Consumer, Service Object & Benefit
Extro
• Discussion – Repeating, Rethinking & Revising
• Appendix – Sources, Links & References
3
Intro | Service Term | Service Identifiers | Extro
ISSIP Service – Word & Term
Service – Word, Derivation & Translation
The word service • derives from the Latin verb
‚servire [servio, servivi, servitum] – ‚to attend someone, to be a slave‘
• has been derived from the past participle ‚servitum‘ – ‚served‘ Conclusions • someone must be attended for his interests
• for appropriately attending this ‚someone‘, a.k.a. the service consumer
• the service consumer must be known & authorized • his interests must be determined from his perspective • the points in time must be determined according to his exigencies • the required and/or desired output must be described from his perspective
• another party must attend the service consumer, a.k.a. the service provider
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Intro | Service Term | Service Identifiers | Extro
http://www.frag-caesar.de/lateinwoerterbuch/servire-uebersetzung.html
ISSIP Service – Word & Term
Outline – Sections & Contents
Intro • Service – Word, Derivation & Translation
Centro
• Service Term – Demarcation, Essence & Definition
• Service Identifiers – Service Consumer, Service Object & Benefit
Extro
• Discussion – Repeating, Rethinking & Revising
• Appendix – Sources, Links & References
5
Intro | Service Term | Service Identifiers | Extro
ISSIP Service – Word & Term
Service Term – Meanings, Examples & Demarcations
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Service
Benefits to a bene-
ficiary
„Public Service“
Sea-faring route
Data Trans-mitting
Archi-tectural element
Table-ware
Intro | Service Term | Service Identifiers | Extro
ISSIP Service – Word & Term
Service Term – Basic Definition, Benefit & Essence
A service is a set of BENEFITS.
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For a(ny) service its benefit is its essence, to wit: its constitutive trait.
{‘proté ousia’ – ‘primary substance’ according to the category theory from Aristotle,
in Latin ‘quidditas’ – ‘what it is’}
s. Wikipedia entry ‘Essence’ - http://en.wikipedia.org/wiki/Essence
Intro | Service Term | Service Identifiers | Extro
ISSIP Service – Word & Term
Service Term – Basic Definition, Service Characteristics & Inclusion
A service is a set of ONE-TIME CONSUMABLE AND PERISHABLE benefits.
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For a(ny) service the service characteristics, mainly • Intangibility (= untouchability) • Immateriality (= no material whatsoever) • Insubstanciality (= without any physical or logical substance) • Perishability (= fugacity, transitoriness)
are its accident, to wit: its secondary features that are innate to any service.
{ ‘deutera ousia – ‘secondary substance’ according to the category theory form Aristotle
in Latin ‘qualitas’ – ‘how it is’}
s. Wikipedia entry ‘Accident’ - http://en.wikipedia.org/wiki/Accident_(philosophy)
Intro | Service Term | Service Identifiers | Extro
ISSIP Service – Word & Term
Service Term – Explanation, Accountability & Service Provider
A service is a set of one-time consumable and perishable benefits,
• ensured by an ACCOUNTABLE SERVICE PROVIDER.
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Intro | Service Term | Service Identifiers | Extro
ISSIP Service – Word & Term
Service Term – Service-relevant Elements, Systems & Actors
A service is a set of one-time consumable and perishable benefits,
• ensured by an accountable service provider,
• effectuated by SYSTEM FUNCTIONS AND/OR ACTIVITIES.
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Intro | Service Term | Service Identifiers | Extro
ISSIP Service – Word & Term
Service Term – Commissioning, Beneficiaries & Commitment
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A service is a set of one-time consumable and perishable benefits,
• ensured by an accountable service provider,
• effectuated by system functions and/or activities,
• commissioned • by SERVICE CUSTOMERS (= SERVUCTION CUSTOMERS) • for AUTHORIZED SERVICE CONSUMERS • from an ACCOUNTABLE SERVICE PROVIDER.
Intro | Service Term | Service Identifiers | Extro
ISSIP Service – Word & Term
Service Term – Service Consumer, Service Trigger & Service Rendering
12
A service is a set of one-time consumable and perishable benefits,
• ensured by an accountable service provider,
• effectuated by system functions and/or activities,
• commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider
• rendered
• explicitly to an AUTHORIZED SERVICE CONSUMER • on his explicit SERVICE TRIGGER
Intro | Service Term | Service Identifiers | Extro
ISSIP Service – Word & Term
Service Term – Service Consumer, Service Object & Service-specific Benefits
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A service is a set of one-time consumable and perishable benefits,
• ensured by an accountable service provider,
• effectuated by system functions and/or activities,
• commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider
• rendered
• explicitly to an authorized service consumer • on his explicit service trigger • by effectuating the service-specific BENEFITS TO THE SERVICE OBJECT.
Intro | Service Term | Service Identifiers | Extro
ISSIP Service – Word & Term
Service Term – Service Consumer, Service Consuming & Activity
14
A service is a set of one-time consumable and perishable benefits,
• ensured by an accountable service provider,
• effectuated by system functions and/or activities,
• commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider
• rendered
• explicitly to an authorized service consumer • on his explicit service trigger • by effectuating the service-specific benefits to the service object
• consumed • by the TRIGGERING SERVICE CONSUMER • for efficiently executing his UPCOMING ACTIVITY.
Intro | Service Term | Service Identifiers | Extro
ISSIP Service – Word & Term
Service Term – Definition, Addition & Explanation
15
A service is a set of one-time consumable and perishable benefits,
• ensured by an accountable service provider,
• effectuated by system functions and/or activities,
• commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider
• rendered
• explicitly to an authorized service consumer • on his explicit service trigger • by effectuating the service-specific benefits to the service object
• consumed • by the triggering service consumer • for efficiently executing his upcoming activity.
Intro | Service Term | Service Identifiers | Extro
generic & consistent definition
explanation of • main roles
• course of service rendering
ISSIP Service – Word & Term
Outline – Sections & Contents
Intro • Service – Word, Derivation & Translation
Centro
• Service Term – Demarcation, Essence & Definition
• Service Identifiers – Service Consumer, Service Object & Benefit
Extro
• Discussion – Repeating, Rethinking & Revising
• Appendix – Sources, Links & References
16
Intro | Service Term | Service Identifiers | Extro
ISSIP Service – Word & Term
Service Identifiers – Benefit, Service Object & Service Consumer
17
A service is a set of one-time consumable and perishable BENEFITs,
• ensured by an accountable service provider,
• effectuated by system functions and/or activities,
• commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider
• rendered
• explicitly to an authorized service consumer • on his explicit service trigger • by effectuating the service-specific benefits to the SERVICE OBJECT
• consumed • by the triggering SERVICE CONSUMER • for efficiently executing his upcoming activity.
Intro | Service Term | Service Identifiers | Extro
ISSIP Service – Word & Term
Service Identifiers – Generic, Constitutive & Exhaustive
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Service = benefit
to the service object
3 generic & constitutive service identifiers
for any service type
Service Consumer
Service Object
Service-specific Benefit
Service Identifying
Intro | Service Term | Service Identifiers | Extro
Service = benefit
to the service object
ISSIP Service – Word & Term
Service Identifiers – Explanations, Relationships & Dependencies
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Intro | Service Term | Service Identifiers | Extro
Service Consumer whom to a service must be reliably rendered on his explicit service trigger
Service object, which to the service-specific benefit must be safely & securely effectuated on the explicit service trigger of an authorized service consumer
Service-specific benefit
that must be effectuated to the service object
ISSIP Service – Word & Term
Outline – Sections & Contents
Intro • Service – Word, Derivation & Translation
Centro
• Service Term – Demarcation, Essence & Definition
• Service Identifiers – Service Consumer, Service Object & Benefit
Extro
• Discussion – Repeating, Rethinking & Revising
• Appendix – Sources, Links & References
20
Intro | Service Term | Service Identifiers | Extro
ISSIP Service Terminology
servicEvolution – Schöne Aussicht 41 – 65396 Walluf - Deutschland | E-Mail: [email protected] | Mobile +49-1520-9 84 59 62
Service
Word & Term
“If words are incorrect, language is not in accordance with the truth of things.” [Confucius]
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E-Mail [email protected] Mobile Phone +49-1520-9 84 59 62 Landline Phone +49-6123-74 04 16 XING https://www.xing.com/profile/PaulG_Huppertz
LinkedIn http://www.linkedin.com/in/paulghuppertz
SlideShare http://www.slideshare.net/PaulGHz
yasni http://person.yasni.de/paul-g.-huppertz-251032.htm
Paul G. Huppertz
named Servísophos
Servicing Consultant & System Architect
Service Composer & Meta Service Provider
ISSIP Service – Word & Term
Appendix – Sources, Links & References
Intro • Service – Word, Derivation & Translation
Centro
• Service Term – Demarcation, Essence & Definition
• Service Identifiers – Service Consumer, Service Object & Benefit
Extro
• Discussion – Repeating, Rethinking & Revising
• Appendix – Sources, Links & References
22
Intro | Service Term | Service Identifiers | Extro
ISSIP Service – Word & Term
Appendix – Sources, Links & References
23
Intro | Service Term | Service Identifiers | Extro
No. Topic or title Sources, links, references
01 Service characteristics
http://en.wikipedia.org/wiki/Service_(economics)#Service_characteristics http://busfac32.cob.calpoly.edu/presentations/Sharon_Dobson/Ch08.ppt http://online.uis.edu/spring2002/bus322/lectures/chap01/sld040.html http://www.belkcollege.uncc.edu/mjkhouja/02%20Nature.ppt http://www.learnmarketing.net/servicemarketing.htm
XING-Forum ‚Service-Charakteristika‘ https://www.xing.com/communities/forums/100632561
Slide deck ‚Future of Service Marketing – Trick or Treat?‘ http://www.lovelock.com/associates/images/news/Frontiers2004FutureofServicesMarketing.pdf
02 ‚ServQual Model‘ v. Zeithaml, Parasuraman & Berry
http://www.12manage.com/methods_zeithaml_servqual_de.html http://www.12manage.com/methods_zeithaml_servqual.html
03 Service term, definition
https://www.xing.com/net/pric412f8x/servicialisierung/service-511823/service-klarung-des-fachbegriffs-29939479/ http://en.wikipedia.org/wiki/Service_(economics)#Service_definition
XING-Forum‚Service-Begriff – Definierung & Erläuterung‘ https://www.xing.com/communities/posts/service-begriff-definierung-und-erlaeuterung-1005384609
XING-Forum ‚Service-Begriff – Abgrenzung & Einordnung‘ https://www.xing.com/communities/posts/service-begriff-abgrenzung-und-einordnung-1005384610
XING-Forum ‚Service-Begriff – Wortherkunft , Wortbedeutung & Wortgebrauch‘ https://www.xing.com/communities/posts/service-wortherkunft-wortbedeutung-und-wortgebrauch-1005384605
ISSIP Service – Word & Term
Appendix – Sources, Links & References
24
Intro | Service Term | Service Identifiers | Extro
No. Topic or title Sources, links, references
04 Services specifying based on the 12 standard service attributes
https://www.xing.com/net/pric412f8x/servicialisierung/methoden-modelle-vorgehensweisen-verfahren-fur-service-erbringung-511853/service-spezifizierung-eindeutig-vollstandig-konsistent-mit-den-12-standard-service-attributen-30342944/ http://en.wikipedia.org/wiki/Service_(economics)#Service_specification
XING-Forum ‚Phase 02: Service-Spezifizierung‘ https://www.xing.com/communities/forums/100632600
Artikel ‚Service-Spezifizierung – 12 Service-Attribute‘ bei ComConsult Research http://www.comconsult-research.de/service-spezifizierung-12-service-attribute/
Article ‚Service Specifying – 12 Service Attributes‘ on the blog of OmniNet http://omnitracker2.blogspot.de/2012/05/paul-g-huppertz-service-specifying-12.html
05 Service specification, example E-Mailing-Service
https://www.xing.com/net/pric412f8x/servicialisierung/nachrichtenzustell-services-624096/service-spezifikation-e-mailing-services-37006903/37006903/?wsa=167921935.da2975#37006903 http://de.slideshare.net/PaulGHz/servicialisierung-spezifikation-emailingservice-20110802-v010001
06 ITSM Pocket Book ‚IT-Service – Der Kern des Ganzen‘ ISBN 3-9810977-2-6
http://www.marketing-boerse.de/News/details/Neues-ITIL-Buch-beschaeftigt-sich-mit-der-IT-Service-Definition/1782
07
IT Service Capability Maturity Model (IT Service CMM) - ITSCMM Presentation - IT Service CMM V1.0
http://blog.vsharing.com/Uploads/UserDirs/3/935/373944/itscmm-presentation.pdf http://sites.google.com/site/itservicecmmwebsite/itscmm-1.0rc1.pdf http://sites.google.com/site/itservicecmmwebsite/managementsummary
ISSIP Service – Word & Term
Appendix – Sources, Links & References
25
Intro | Service Term | Service Identifiers | Extro
No. Topic or title Sources, links, references
08
Fachartikel ‚ Dienstleistungs-management – Der Lösungsansatz für die nachhaltige Kundenbindung und Geschäftsentwicklung‘
http://wissensnavigator.ch/documents/FachbeitragDienstleistungsmanagement20041203.pdf
09
Konzeptpapier ‚Auf dem Weg zu einer Service Science‘ von der Taskforce Dienstleistungen aus der Forschungs-union ‚Wirtschaft – Wissenschaft‘
http://www.ksri.kit.edu/Upload/Publications/92d75a33-9e07-473b-9091-7398a0557f0b.pdf
10 Servuction Model – ‚Services Marketing, Exam II, Lecture 6' von Dr. David Andrus
http://info.cba.ksu.edu/andrus/Mktg546/Notes/EX2LEC6.ppt
11 Slide deck‚An Introduction to Services Marketing‘ from Athens University of Economics and Business
http://www.aueb.gr/users/esaopa/courses/part2.pdf
12 Article ‚Breaking Free from Product Marketing‘ from G. Lynn Shostack
http://www2.fiu.edu/~ereserve/010019208-1.pdf
13 Book ‚Servuction - le marketing des services‘ von Pierre Eiglier & Eric Langeard
http://openlibrary.org/books/OL19821054M/Servuction
14 Article ‚Le service et sa servuction‘ from Pierre Eiglier
http://www.cerog.org/fileadmin/files/cerog/wp/627.pdf
ISSIP Service – Word & Term
Appendix – Sources, Links & References
26
Intro | Service Term | Service Identifiers | Extro
No. Topic or title Sources, links, references
15 ITIL V3 (Edition 2007 & Edition 2011)
• itSMF_An_Introductory_Overview_of_ITIL_V3 • Volume ‚Service Design‘ • ITIL® V3 Glossary v01, 30 May 2007 • ITIL® glossary and abbreviations • ITIL® deutsches Glossar, v1.0, 29. Juli 2011, basierend auf dem englischen Glossar
v1.0, 29. Juli 2011
http://www.itil-officialsite.com/InternationalActivities/ITILGlossaries_2.aspx
16 ITIL V2
• Volume ‚Service Delivery‘‘ • Volume ‚ICT Infrastructure Management‘ • Volume‚ Application Management‘ • Volume ‚ Planning to Implement Service Management‘ • ITIL® Glossary v01, 1 May 2006
17 ITIL V1 Band "IT Services Organization" ,'Annex A, Glossary of terms, Terms used in this module'
ISSIP Service – Word & Term
Appendix – Sources, Links & References
27
Intro | Service Term | Service Identifiers | Extro
No. Topic or title Sources, links, references
18 Initiative ‚Taking Service Forware (TSF) – Adaptive Service Model (ASM)‘
Document ‚Adaptive Service Model - Architecture concepts, modelling language and principles v0.8’ https://docs.google.com/document/d/1TcZqo71wDAzW2qQsAdEBE3WlFTEO34wSOygo6zGu2xA/edit?pli=1
Slide deck ‚Taking Service Forward – Service definition v0.2‘ https://docs.google.com/file/d/0B5lGspmnGBO5MU8tejdqYmRzZVE/edit?pli=1
Recording of the web session ‚Taking Service Forward on definition of service‘ on April 3, 2014 http://www.youtube.com/watch?v=YE0NAvv3DQM
LinkedIn group ‚Taking Service Forward (TSF) – Adaptive Service Model (ASM)‘ http://www.linkedin.com/groups/Taking-Service-Forward-Adaptive-Service-7430088/about