serviciology - service terminology and service taxonomy v01.01.01

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Paul G. Huppertz

named Servísophos

Servicing Consultant & System Architect

Service Composer & Meta Service Provider

Serviciology Science & teaching about service

servicEvolution – Schöne Aussicht 41 – 65396 Walluf - Deutschland | E-Mail: [email protected] | Mobile +49-1520-9 84 59 62

Serviciology Service Terminology & Service Taxonomy

1

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Serviciology Service Terminology & Service Taxonomy Outline – Structure, Sections & Contents

Intro

• Service – Word, Derivation & Translation

• Serviciology – Word, Meaning & Science

• Servicialisation – Term, Derivation & Demarcation

Centro

• Service Term – Demarcation, Essence & Definition

• Service Characteristics – Accident, Explanation & Demarcation

• Service Consumer – Activator, Addressee & Success Factor

• Service Identifiers – Service Consumer, Service Object & Benefit

• Service Types – Identification, Taxonomy & Categorisation

• Service Quality– Service Type, Service Attributes,& Explanation

• Service Providing – Environment, Roles & Course

Extro

• Servicialisation – Methods, Object & Results

• ServicEducation – Training Series, Seminars & ServicExpeditions

• Appendix – Sources, Links & References

2

Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro


Intro




Centro





• Service Types – Identification, Taxonomy & Categorisation



Extro

• Servicialisation – Methods, Objects & Results



3



Service – Word, Derivation & Translation

The word service • derives from the Latin verb

‚servire [servio, servivi, servitum] – ‚to attend someone, to be a slave‘, in particular from its past participle ‚servitum‘ – ‚served‘

• as such has been formed in course of the transition from Late Latin to Early French

• has migrated from the French to the English language and the German language

• is used in many compounds in these and other languages

4 http://www.frag-caesar.de/lateinwoerterbuch/servire-uebersetzung.html


http://www.frag-caesar.de/lateinwoerterbuch/servire-uebersetzung.html








Service – Translation, Analysis & Conclusions

The word service derives from the Latin verb • ‚servire [servio, servivi, servitum] – ‚to attend someone, to be a slave‘, • in particular from its past participle ‚servitum‘ – ‚served‘

Conclusions • someone must be attended for his interests

• for appropriately attending this ‚someone‘, a.k.a. the service consumer

o the service consumer must be known, authenticated & authorized o his interests must be determined from his perspective & perception o the points in time for being served must be aligned with his needs o the required and/or desired output must be attuned to his exigencies

• another party must attend the service consumer, a.k.a. the service provider

5



Service – Service Consumer, Service Providing & Service Provider

6


Service Providing

Service Consuming

Service Consumer

Service Provider

Service


Intro




Centro





• Service Types – Identification, Taxonomy & Categorization



Extro




7



Serviciology – Word, Derivation & Orientation

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The word serviciology

• has been newly created in the year 2012 • from the basic word and noun ‚service‘ • the ending ‚-logy‘, derived from the Greek ‚λόγος - logos‘ - ‚teaching‘ • the linking vocals ‚io‘ between these to parts

• has been formed in this manner because of its easily flowing way of speaking & writing

• has been formed in syntactical & semantical analogy to words like

• geology • biology

Motive & target of creating this new word were appropriately denominating the science about the service as such.

s. XING-Forum ‘Serviciologie – Klärung des Fachbegriffs https://www.xing.com/communities/posts/serviciologie-klaerung-des-fachbegriffs-1005385005

https://www.xing.com/communities/posts/serviciologie-klaerung-des-fachbegriffs-1005385005










Serviciology Service Terminology & Service Taxonomy Serviciology – Term, Forming & Linking

9


s. Vortrag ‚Tetraeder der Begriffstheorie – Begriffe als Grundlage des Wissensmanagements‘ von Prof. Erich Ortner http://www.uni-potsdam.de/u/philosophie/lehre/wissen/Ortner_Tetraeder_der_Begrtheorie.pdf

The term serviciology has been formed & sourced according to the tetrahedron of terminology theory

• linked to the perception of a self-

contained discipline

• linked to the identical word according to the etymologic derivation & explanation on the preceding slide

• with the service as such as topic

http://www.uni-potsdam.de/u/philosophie/lehre/wissen/Ortner_Tetraeder_der_Begrtheorie.pdf





Serviciology – Branch of Science, Requirements & Contents

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The serviciology, i.e. the special branch of science about service as such is structured & formed according to the following explanation & requirement:

„Science is „every intersubjectively verifiable analysis of facts and the systematic description based on this as well as – if possible – the explanation of the analysed facts“. [J. Speck (Hrsg.), Handbuch wissenschaftstheoretischer Begriffe]

Thus, the discipline & special branch of science serviciology is about • performing intersubjectively verifiable analyses about services

• systematically describing detected & analysed facts about services

• traceably & verifiably explaining the detected facts about services

• phrasing well-founded insights & conclusive perceptions about services

Serviciology Service Terminology & Service Taxonomy Serviciology – Matter, Method & Theory

11


Implicit criteria of serviciology • theory:

service providing theory

• method: service providing management

• matter: service as such

s. Vortag ‚Eine Ontologie der Wissenschaftsdisziplinen‘ bei der WissKom2007 http://owd.hu-berlin.de/pdf/OWD_WissKom2007_Folien.pdf

http://owd.hu-berlin.de/pdf/OWD_WissKom2007_Folien.pdf





Serviciology – Researches, Results & Documentation

12


Systematic & intense researches, studies & analyses regarding service as such

• have been started in the year 2001 based on the simply question „What is an IT service?“

• soon have been oriented to the generalized question „What is a service?“

• have been taken up several times in the years 2002 to 2008 in the context of large IT projects on the occasion of hands-on questions & tasks

• opened out in a first presentation of findings in the Advanced ITSM pocket book Nr. 6 ‚IT-Service – Der Kern des Ganzen‘ (‘the Nucleus of it all’).

• that has been written in spring 2006 in collaboration with the executive team of the firm Serview GmbH

• that has been published in April 2006 in 10.000 printed copies • that is out of stock meanwhile and has not been reprinted

s. Eintrag ‚Neues ITIL-Buch beschäftigt sich mit der IT-Service-Definition‘ auf dem Web-Portal ‚marketing-boerse.de‘ http://www.marketing-boerse.de/News/details/Neues-ITIL-Buch-beschaeftigt-sich-mit-der-IT-Service-Definition/1782

http://www.marketing-boerse.de/News/details/Neues-ITIL-Buch-beschaeftigt-sich-mit-der-IT-Service-Definition/1782























Serviciology – Finding, Inspiration & Basic Definition

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One finding of the researches regarding the question „What is a service?“ was: • the projects KWINTES & DOCIS have been undertaken from 1997 to 2002 on three

universities in the Netherlands • in the course of these projects the IT Service Capability Maturity Model (IT Service

CMM) has been developed, the version 1, Release Candidate 1 of which has been published on 28.01.2005 (s. web link below)

• in the respective groundwork, the term ‚service‘ has been paraphrased: • Service: An essentially intangible set of benefits, created by activities, sold by one

party to another.“ • in the documentation of the IT Service CMM, Chapter 3.3 ‚Service Concepts‘ it reads:

• Service: A service is an essentially intangible set of benefits provided by one party to another party.

Out of this has been derived the simple & evident basic definition • „A service is a set of benefits.“

s. Web-Site zu ‚IT Service Capability Maturity Model (IT ServiceCMM)‘ https://sites.google.com/site/itservicecmmwebsite/managementsummary

https://sites.google.com/site/itservicecmmwebsite/managementsummary

https://sites.google.com/site/itservicecmmwebsite/managementsummary


Serviciology – Teaching Example, Taxi Service & Insights

14


The service type ‚taxi service‘, more precisely: car-based people transporting service has been taken as a teaching example. By means of this example, the following has been carved out:

• In each case a singular taxi service is rendered to a single passenger, as each

individual passenger wants to and/or needs to be transported from his location of departure to his destination.

• Rendering a singular taxi service starts (= service trigger) • either with „calling a taxi“ by agreeing on starting point & starting time • or with entering a taxi car and explaining the destination.

• Rendered taxi services are billed at the destination. Billing is based on the on the covered

distance, in taxi jargon: ridden kilometers, i.e. kilometers ridden with a paying passenger. It must be distinguished between ridden kilometers for billing und passenger kilometers from the perspective of the passenger.

s. Übersicht Taxi-Tarife in Deutschland auf dem Web-Portal ´derinnenspiegel.de‘ http://www.derinnenspiegel.de/taxitarife/uebersicht/uebersicht.php

http://www.derinnenspiegel.de/taxitarife/uebersicht/uebersicht.php

http://www.derinnenspiegel.de/taxitarife/uebersicht/uebersicht.php


Serviciology – Simplicity, Language & Terms

15


Guidelines for working about service, serviciology & service providing:

• „Entia non sunt multiplicanda praeter necessitatem.“ [William von Ockham]

• „Simplicity is the highest sophistication.“ [Leonardo da Vinci] • „Make everything as simple as possible, but not simpler.“ [Albert Einstein]

• „Only falsification spawns new insights.“ [Karl Raimund Popper]

• „The limits of my language are the limits of my world.“ [Ludwig Wittgenstein] • „What we cannot talk about we must pass over in silence.“ [Ludwig Wittgenstein]

• „If you can't explain it simply, you don’t understand it yourself.“ [John Searle]

• “As the language is the means for thinking, it can only be clear, when the terms are

clearly defined.“ [Roland Baader]

• „If the terms are not correct, things lose their order.“ [Confucius]


Intro




Centro








Extro




16



Servicialisation – Word, Suffix & Creation

17


Service -ialisation


Servicialisation – Term, Meaning & Translation

18


Service

Servicialisation = guiding term & guiding methodology for

seamless & reliable, rational & cost-efficient

service providing (= servuction)

-ialisation

French: Servicialisation

German: Servicialisierung

Russisch: Сервиселизация

Italian: Servicializzazione


Servicialisation – Derivation, Analogy & Abstraction

19


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Industrialisation = Making goods based on main principles


Servicialisation – Transferring, Integrating & Separating

20


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Industrialisation = Making goods based on main principles

Servicialisation = Transfer to Service Providing …

… adequately allowing for the service characteristics

Intangibility Immateriality Insubstantiality Perishability


Intro




Centro








Extro




21



Service Term – Basic Definition, Benefit & Essence

A service is a set of BENEFITS.

22

For a(ny) service its benefit is its essence, to wit: its constitutive trait, its quiddity.

{‘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


http://en.wikipedia.org/wiki/Essence

http://en.wikipedia.org/wiki/Essence


Service Term – Benefit, Reference & Classification

23


is the essence of any service • constitutive service criterion • nucleus of the service definition


Service Term – Benefit, Service Identifier & Service Type

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primary service identifier

… besides service consumer … … and service object … … per service type.



Service Term – Basic Definition, Service Characteristics & Inclusion

A service is a set of ONE-TIME CONSUMABLE AND PERISHABLE benefits.

25

For a(ny) service the service characteristics, mainly • intangibility (= untouchability) • immateriality (= no material whatsoever) • insubstantiality (= without any physical or logical substance) • perishability (= fugacity, transitoriness)

are its accident, to wit: its secondary traits 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)


http://en.wikipedia.org/wiki/Accident_(philosophy)



Service Term – Explanation, Accountability & Service Provider

A service is a set of one-time consumable and perishable benefits,

• ensured by an ACCOUNTABLE SERVICE PROVIDER.

26



Service Term – Service-relevant Elements, Systems & Actors


• ensured by an accountable service provider,

• effectuated by SYSTEM FUNCTIONS AND/OR ACTIVITIES.

27



Service Term – Commissioning, Beneficiaries & Commitment

28



• effectuated by system functions and/or activities,

• commissioned • by SERVICE CUSTOMERS (= SERVUCTION CUSTOMERS) • for AUTHORIZED SERVICE CONSUMERS • from an ACCOUNTABLE SERVICE PROVIDER.



Service Term – Service Consumer, Service Trigger & Service Rendering

29




• 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



Service Term – Service Consumer, Service Object & Service-specific Benefits

30





• rendered

• explicitly to an authorized service consumer • on his explicit service trigger • by effectuating the service-specific BENEFITS TO THE SERVICE OBJECT.



Service Term – Benefit, Effectuating & Service Object

31


... is effectuated exclusively …

… for a service consumer … … on his explicit service trigger … to his service object.

primary service identifier … besides service consumer … … and service object … … per service type.



Service Term – Service Consumer, Service Consuming & Activity

32





• 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.



Service Quality – Benefit, Service Consumer & Service Consuming

33






… is simultaneously consumed ..

… by the service consumer, … … whilst the service is effectuated … … to his service object.


Service Term – Definition, Addition & Explanation

34





• 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.

generic & consistent definition

explanation of • main roles

• course of service rendering



Service Term – Definition, Foundation & Properties

35


Element Content Property, direction

Service definition

A service is a set of one-time consumable & perishable benefits.

• generic & clear-cut, • complete & consistent


Service Term –Demarcation, Product Servuct

36


Product Servuct

Product = physical good Servuct = service

set of repeatedly executable & persistent functions

set of one-time consumable & perishable benefits

• functions are constitutive for each (type 0f) physical good

• functions are engineered once for a type of physical good and are implemented into each copy of this type

• functions are actuated by the user of a physical good

• functions are executed by the copy of the physical good

• functions are lasting until the copy of a physical good goes bust

• benefits are constitutive for each (type of) service

• benefits are ascribed to a type of service and must be effectuated from scratch on an explicit service trigger

• benefits are effectuated from scratch for an authorized service consumer

• benefits are effectuated to the service object handed over by a service consumer

• benefits are simultaneously consumed by the triggering service consumer


Service Term – Basic Definition, Essence & Benefits

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Definition Level Definition Explanation

basic definition A service is a set of benefits. Benefits are the essence and/or constitutive traits for any type of service


Service Term – Service Characteristics, Uniqueness & Perishability

38




service characteristic

A service is a set of one-time consumable & perishable benefits. The most essential service characteristics are integrated into the definition.


Service Term – Service Consumer, Activator & Addressee

39






service consumer focused

A service is a set of one-time consumable & perishable benefits that must be reliably rendered explicitly to an authorized service consumer on his explicit service trigger.

The single activator & addressee of any service rendering as well as the mission critical success factor & value creator of each service rendering is integrated.


Service Term – Service Object, Benefit & Effectuating

40









service object focused

A service is a set of one-time consumable & perishable benefits that must be reliably rendered explicitly to an authorized service consumer on his explicit service trigger by effectuating the service specific benefit to the physical or logical service object handed over by the service consumer with his service trigger to the servuction environment of the accountable service providers

The handed over & taken over object of service rendering is integrated.


Service Term – Service Rendering, Security & Fulfilment Criteria

41









service object focused

A service is a set of one-time consumable & perishable benefits that must be reliably rendered explicitly to an authorized service consumer on his explicit service trigger by effectuating the service-specific benefit to the physical or logical service object handed over by the service consumer with his service trigger to the servuction environment of the accountable service providers

The handed over & taken over object of service rendering is integrated.

generic & clear-cut, complete & consistent

A service is a set of one-time consumable & perishable benefits that must be seamlessly & reliably rendered explicitly an authorized service consumer on his explicit service trigger by safely & securely, completely & terminatorily effectuating the service-specific benefit to the physical or logical service object handed over by the service consumer with his service trigger in the servuction environment of the accountable service provider.

The indispensable fulfilment criteria for ach singular service rendering are added.


Intro




Centro








Extro




42



Service Characteristics – Service, Essence & Accident

43

For any service • its benefit is its essence, i.e. its constitutive trait

{‘proté ousia’ – ‘first nature’ in the category theory from Aristotle, from Latin ‘quidditas’ – ‘quiddity, what it is}

• its characteristics, mainly

• intangibility (= untouchability) • immateriality (= not consisting of any matter whatsoever) • insubstantiality (= absence of any physical or logical substance) • perishability (= transientness, fugacity)

are its accident, i.e. the secondary feature that is innate to any singular service {‘deutera ousia – ‘secondary nature’ in the category theory from Aristotle from Latin ‘qualitas’ – ‘quality, how it is}


s. Wikipedia entry ‘Accident’ - http://en.wikipedia.org/wiki/Accident_(philosophy)




Service Characteristics – Intractable, Cumbersome & Dodgy

44

Any service per se is …

… insubstantial so that it does not have any substance and does not leave some, not detectable.

… immaterial, so that it does not consist of any matter, solid or physical good, not presentable.

… intangible, so that it neither can be touched nor can be handled or gripped, cannot be tested in advance.

… perishable, so that it is consumed during & vanished after service rendering, not existing before and not anymore after service rendering .

… variable, as it is individually configured by the service consumer, particular for each service triggering & service rendering.

… not possessable, so that it can neither be sold or bought nor be owned or lost, only service providing can be commissioned.

… not superposable, so that it neither can be stored in a shelf nor can be transported, but instead must be rendered to the service consumer.



Service Characteristics – Demarcation, Good Service

45

Characteristics of physical Goods Characteristics of Services

• tangible and/or touchable • material and/or consisting of matter • substantial and/or with own substance

• persistent and/or durable • orderable and/or deliverable

• preproducible & not consumable

• storable & transportable • salable & purchasable • transferable & can be taken over • inventoriable & balanceable • ownable & losable • actuatable & usable • groomable & maintainable • reparable & deletable • can be given back & taken back

• intangible and/or untouchable • immaterial and/or without material part • insubstantial or without own susbstance

• perishable and/or fugacious • commissionable & triggerable

• simultaneously rendered & consumed

• not storable & not transportable • not salable & not purchasable • not transferable & cannot be taken over • not inventoriable & not balanceable • not ownable & not losable • not actuatable & not usable • not groomable & not maintainable • not repairable & not deletable • not returnable & cannot be taken back



Service Characteristics – Listing, Characteristic Type & Properties

46



Service characteristics

Intangibility & Immateriality Insubstantiality & Perishability

• inevitable • unalterable

Service definition




Intro




Centro








Extro




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Service Consumer – Examples, Servicescape & Beneficiaries

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48

Everybody explicitly triggers services.

Everybody is a service consumer many times a day.

Everybody often needs service-specific benefits being effectuated.

In short: Everybody is a service consumer.


Service Consumer – Activator, Participant & Value Creator

49


Value Creation

Business Process Service Consuming

Service Consumer

The Service Consumer is the mission critical factor for service rendering

• He explicitly triggers a single service when needed & configures it situationally.

• He is involved in service rendering by explicitly triggering & simultaneously consuming a service.

• He inevitably feels any service impairment, either immediately or pretty soon.

• He needs & employs the benefit effectuated to his service object.

• He creates value by consuming the service for efficiently executing his upcoming activity.

• He is an external factor from the perspective of the service provider.

The Service Consumer saves himself service-relevant equipment & training.

Service


Service Consumer – Self-Governance, Service Triggering & S. Consuming

50


Value Creation

Business Process Service Consuming

Service Consumer

Service

An authorised Service Consumer is self-governed concerning

• service triggering, i.e. point in time & location

• service triggering rate, i.e. number of service triggers per period

• service triggering system, e.g. desktop PC, smartphone for triggering e-mailing services

• service object handed over at the service provision point and/or via the respective interface

• service configuring according to his situational exigencies & expectations

• service consuming & employing for his intents


Service Consumer – Servuction Model, Main Roles & Main Spheres

51


SERVICESCAPE

Service Orchestrating

Service Consuming Service Commissioning

Service Concerting

Servuction Customer

Service Consumer

Service Provider

in-/external Service Feeder

Service


Service Consumer – Servuction Model, Roles & Relationships

52


SERVICESCAPE



Service Concerting

Servuction Customer

Service Provider


• deputy & advocate of service consumers • ordering party for the service provider

• consignee of servuction customers • accountable for service providing • focussing on service consumers • composer & conductor of service providing (= servuction)

• consignee of the service provider • member of the „service orchestra“ • composer of service contributions • manager of service relevant systems

primary main role • activator & addressee • success factor &

value creator

Service Consumer


Intro




Centro








Extro




53



Service Identifiers – Service Rendering, Service Identifier & Activator

54

A service is a set of one-time consumable and perishable BENEFITs,




• 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.


Activator


Service Identifiers – Service Rendering, Service Identifier & Target

55





• rendered




Activator

Target

hands over service object


Service Identifiers – Service Rendering, Service Identifier & Essence

56





• rendered




Essence

Activator

Target

hands over service object

benefit must be effectuated to the service object


Service Identifiers – Benefit, Service Object & Service Consumer

57



3 generic service

identifiers

1. Service Consumer 2. Service Object 3. Service-specific Benefit

• constitutive for a service type • precise & succinct • from the perspective & perception of

addressed service consumers




Service definition




Service Identifiers – Generic, Constitutive & Exhaustive

58


3 service identifiers per service type

Service Consumer

Service Object

Benefit

Service Consumer

Service

Service Identifying Service Consuming


Service Identifiers – Demarcations, Explanations & Interdependencies

59


Service Consumer

Service

Service Identifying Service Consuming

Service Consumer, whom to a singular service must be seamlessly & reliably rendered on his explicit service trigger

Service Object, which to the service-specific benefit must be effectuated for the triggering service consumer

Service-specific Benefit,

that must be effectuated for the triggering service consumer to the service object

A benefit is

a purposeful status change

of a service object,

that fulfils certain practical criteria.


Service Identifiers – Benefit, Service Object & Status Change

60


Service Identifying

Service = benefit

to the service object

Service Identifying


Service Identifiers – Service Object, Object Category 1 & Illustrations

61


Life

& Limb

Hab

& Gut

Daten

& Dokumente

Rechte

& Ansprüche

Service Consumer

Service Identifying



62


Life

& Limb

Goods

& Chattels

Daten

& Dokumente

Rechte

& Ansprüche

Service Consumer

Service Identifying



63


Life

& Limb

Goods

& Chattels

Daten

& Dokumente

Rights

& Claims

Service Consumer

Service Identifying



64


Life

& Limb

Goods

& Chattels

Data

& Documents

Rights

& Claims

Service Consumer


Service Identifiers – Service Object, Object Categories & Requirements

65


Life

& Limb

Goods

& Chattels

Data

& Documents

Rights

& Claims

Service Consumer

Security

Healthiness

Intactness

Well-being

Security

Status

Intactness

Confidentiality

Security

Usability

Functionality

Security

Guarantee

Asset

Warranty

Maintenance

Each singular service must be safely & securely, completely & terminatorily rendered.

Fulfilment criteria

Fulfilment criteria


Intro




Centro








Extro




66



Service Identifiers – Explanations, Importance & Combination

67


67

ServiceConsu-

mer

• activator & addressee

• success factor & value creator

ServiceObject

• physical or logical object

• handed over by the service consumer

Servicespecificbenefit

• essence of any service (type)

• effectuated to a service object


Service Types – Examples, Explanations & Extensions

68


Business Process

Service Object practical & explicit Service Consumer hands

it over w. service trigger

Benefit Change of status

of service object according to exigencies

Value Creation Service Consumer Employee in business unit in realm of s. customer Role Owner / Post Owner

Service Consuming

Service Consumer

Service

Service Consuming


Service Types – Service Consumers, Primary Roles & Situations

69


Service Consumer Individual in everyday life Employee in business unit Role Owner / Post Owner

Service Consuming

Service Consumer


Service Types – Service Consumer, Everyman & Service Objects

70


Service Consumer Everyman Traveller Owner of a physical good

Service Consuming

Service Consumer

Service object Initial state Service-specific benefit

taxi passenger point of entrance taxi passenger is transported to his target location

restaurant guest hungry & thirsty restaurant guest is catered & saturated

car damaged for the car owner the car is repaired

piece of clothing dirty for the owner the piece of clothing is cleaned & ironed

packet with sender for the sender the packet is delivered to the addressee


Service Types – Service Consumer, Employee & Service Objects

71


Service Consumer Employee in business unit in the realm of s. customer Role Owner / Post Owner

Service Consuming

Service Consumer

Service object Initial state Service-specific benefit

customer record registered customer record is professionally processed & booked

order record keyed in order record is professionally processed & booked

billing record determined bill is created & sent according to the order

e-mail written one copy each is forwarded to the e-mailbox of each addressee

file created file is preserved in central storage system


Service Types – Service Consumer, Types & Examples

72


Service Consumer

Types

employee in business

unit

recipient of company

output

employee of business partner

guest of the enterprise

further, …, other, …


Service Types – Service Objects, Categories & Types

73


Service Consumer

Types


unit


output




Service Object Types

Life & Limb

Goods & Chattels

Data & Document

Rights & Claims


Service Types – Service Consumers, Service Objects & Relations

74


Service Consumer

Types


unit


output





Life & Limb

Goods & Chattels

Data & Document

Rights & Claims


Service Types – Service Consumers, Service Objects & Service Roles

75


Service Consumer

Types


unit


output





Life & Limb

Goods & Chattels

Data & Document

Rights & Claims

• passenger

• restaurant guest

• seminar guest

• hairdresser guest

• patient

• ….

• owner

• proprietor

• user

• operator

• tenant

• lessor

• ….

• author

• creator

• processor

• sender

• buyer

• reader

• ….

• owner

• hotel guest

• client

• citizen

• petitioner

• defendant

• …..


Service Types – Service Object, Determination & Service Examples

76


Service Consumer

Types


unit


output





Life & Limb

• passenger

• restaurant guest

• seminar guest

• hairdresser guest

• patient

• ….

people transporting service

catering service

training service

hairdressing service

healthcaring service


Service Types – Example, People Transporting Service & S. Identification

77


Service Consu-

mer • traveller

ServiceObject

• life & limb of the traveller

Service-specific Benefit

• traveller is transported from starting point to his destination


Service Types – Example, Catering Service & Service Identification

78


ServiceConsu-

mer • restaurant guest

Service Object

• life & limb of the restaurant guest


• restaurant guest is catered with ordered food


Service Types – Example, Hairdressing Service & Service Identification

79


Service Consu-

mer

• hairdresser‘s guest

ServiceObject

• life & limb of the hairdresser‘s guest

Service-specificBenefit

• hair is dressed according to the needs of hair-dresser‘s guest


Service Types – Example, Health-caring Service & Service Identification

80


ServiceConsu-

mer • patient

ServiceObject

• life & limb of the patient


• patient is cured


Service Types – Service Categories, Breakdown & Main Categories

81


Service category

Caring service

people

baby sitting

sick-nursing

technical systems

machine cleaning

car cleaning

Main-taining service

Utility service

electricity watricity

Communi-cation service

voice-based

telephony

text-based

e-mail instant

message

Service types & respective servistries can be categorised.


Service Types – Service Hierarchy, Service Types & S. Contribution Types

82


Tertiary service contribution types

Secondary service contribution types

Primary service contribution types

Independent service types identified

service type

indispen-sable service contribution

type

protective service

contributing type

preventing service

contribution type

following-up service

contribution type

securing service

contribution type

preventing service

contribution type

recovering service contri-

bution type

supporting service

contribution type

service contribution type for basic provisioning

Each independent service type is aggregated from certain service contributions.


Intro




Centro








Extro




83



Service Quality – Benefit, Connector & Service Type

84






… is connector between …

… precise service identification … … concise service specification … … of a required service type.

… is simultaneously consumed ..



Service Quality – Letter Mailing Service, Benefit & Service Identifying

85


Identifying by means of benefit

• from perspective of Service Consumers

• in terms of Service Consumers

• in view of the activities of Service Consumers

• for intents & exigencies of Service Consumers

Example Letter Mailing Service

primary benefit: forwarding of the original letter

Service Identifying


Service Quality – Letter Mailing Service, Service Identifiers & Descriptions

86


Service Consu-

mer

• sender of the letter

ServiceObject • original letter


• original letter is forwarded to the letter box of the addressee

Service Identifying


Service Quality – Letter Mailing Service, Benefit & Connector

87


Service Consu-

mer

• sender of the letter

ServiceObject • original letter


• original letter is forwarded to the letter box of the addressee

Basic specification for the precisely & succinctly identified service type ‚letter mailing service‘

No. Attribute name & description Attribute value for Service Level data type

unit Bronze Silver Gold

01 Service Consumer Benefits

01.01 Forwarding of the addressed &

stamped letter

For the sender his original letter is forwarded to the

letter box of the designated addressee.

forwarded

original

letter

Service Identifying


Service Quality – Letter Mailing Service, Identifying & Specifying

88


Service Identifying





01.01 Forwarding of the addressed &

stamped letter


letter box of the designated addressee.

forwarded

original

letter

Service Specifying


Service Quality – Letter Mailing Service, Service Attribute 01 & Values

89






01.01

Primary & constitutive benefit:

Forwarding of the addressed &

stamped letter


letterbox of the designated addressee.

forwarded

original

letter

01.02 Quarterny benefit:

bouncing a letter with a wrong address

Each sent letter with a wrong destination address is immediately returned

to the sender adherent an understandable statement and explanation. rück-

gemeldete

Zustellungs-

fehler 01.03 Quarterny benefit:

return of an undeliverable letter

Each undeliverable letter is immediately returned to the sender adherent

an understandable statement and explanation

01.04 Secondary benefit:

Protection of the letter against unauthorized reading During letter mailing it is ensured that nobody reads or copies the letter.. geschützter

Einwurf-

briefkasten 01.05

Secondary benefit::

Letterboxes protected against damaging

Letterboxes are protected against being damaged and against taken out

a letter


Service Quality – Letter Mailing Service, Service Attributes 02-04 & Values

90





02 Service-specific functional parameters

02.01 letter sizes (length x width x. thickness) according to postage rate cm

02.02 letter weight according to postage rate gram

02.03 delivery acknowledgment normal registered letter return receipt option

02.04 delivery conditions normal express airmail option

03 Service Provision Points

03.01 letterbox publicly accessible letterbox

type of letter

delivery point 03.02 post office branch office of the post

03.03 post agency cooperating partner of the post

04 Service Consumer Count 1 number


Service Quality – Letter Mailing Service, Service Attributes 05-07 & Values

91





05 Service Providing Readiness Times

05.01 Monday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00

hh:mm

CE(S)T

05.02 Tuesday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00

05.03 Wednesday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00

05.04 Thursday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00

05.05 Friday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00

05.06 Saturday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00

05.07 Sunday & Holiday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00

06 Service Consumer Support Times

06.01 Monday 09:00 – 18:00 09:00 – 18:00 09:00 – 18:00

hh:mm

CE(S)T

06.02 Tuesday 09:00 – 18:00 09:00 – 18:00 09:00 – 18:00

06.03 Wednesday 09:00 – 18:00 09:00 – 18:00 09:00 – 18:00

06.04 Thursday 09:00 – 18:00 09:00 – 18:00 09:00 – 18:00

06.05 Friday 09:00 – 18:00 09:00 – 18:00 09:00 – 18:00

06.06 Saturday 09:00 – 13:00 09:00 – 13:00 09:00 – 13:00

06.07 Sunday & Holiday no support no support no support

07 Service Consumer Support Languages

07.01 English X X X spoken

language 07.02 German X X X


Service Quality – Letter Mailing Service, Service Attributes 08 -12 & Values

92





08

Service Fulfilment Target Minimum ratio of reliably rendered letter mailing services to

explicitly triggered letter mailing services per authorized

service consumer

98,00 %

09 Service Impairment Duration Maximum allowable duration for second attempt of letter

delivery when it has failed in the first attempt

2 2 1 calendar day

10

Service Providing Duration Maximum allowable duration for completely & terminatorily

rendering an explicitly triggered letter mailing service

explicitly to the triggering service consumer

for delivery addressees

• in Germany up to 1 calendar day since calendar day of letter delivery

• in European countries up to 3 calendar days since cal. day of letter delivery

• in other countries : up to 7 calendar days since calendar day of letter delivery

calendar day

11 Service Provision Unit Basic portion of service providing to a triggering service

consumer

The posted letter is delivered to the letterbox of the addressee designated by the

sender of the letter.

terminatory

delivery of the

posted letter

12 Service Providing Price

12.01 Service access price per authorized service consumer

and calendar month n/a €

12.02

consumption price option 2: volume based

fixed price for staged numbers of services per authorized

service consumer and calendar month according to postage rate €

12.03 consumption price option 3: unit based

fixed price per consumed service provision unit according to postage rate €


Service Quality – Service Definition, Service Identifiers & Service Attributes

93



12 standard service

attributes

1. Service Consumer Benefits 2. Service-specific Functional Parameters 3. Service Provision Points 4. Service Consumer Count 5. Service Providing Readiness Times 6. Service Consumer Support Times 7. Service Consumer Support Languages 8. Service Fulfilment Target 9. Service Impairment Duration 10. Service Providing Duration 11. Service Provision Unit 12. Service Providing Price

• clear-cut & complete • according to the exigencies &

expectations of addressed and/or authorized service consumers

• in the terms & wording of addressed service consumers

• the service attributes comply with the MECE rule (Mutually Exclusive & Collectively Exhaustive)

3 generic service

identifiers

1. Service Consumer 2. Service Object 3. Service-specific Benefit

• constitutive for a service type • precise & succinct • from the perspective & perception of

addressed service consmers




Service definition




Service Quality – Service Type, Service Specification & Service Attributes

94


Denomination of the precisely & succinctly identified service type

No. Attribute name Bronze Silver Gold data type/measuremt unit

01 Service Consumer Benefits free text description

02 Service-specific Functional Parameters service-specific

03 Service Provision Points physical location, interface

04 Service Consumer Count number

05 Service Providing Readiness Times weekday times

06 Service Consumer Support Times weekday times

07 Service Consumer Support Languages languages

08 Service Fulfilment Target %

09 Service Impairment Duration hh:mm

10 Service Providing Duration hh:mm:ss

11 Service Provision Unit service-specific

12 Service Providing Price €, $


Service Quality – Service Type, S. Providing Quality & S. Providing Price

95
















clear-cut, complete & consistent all 12 attribute values combined concerns each explicitly triggered service 2 pages per service type servuction offering of service provider

Se

rv

ice

Pr

ov

idin

g Q

ua

lity

Service Providing Price


Service Quality – Service Type, Service Levels & Attribute Value Sets

96
















01 B

02 B

03 B

04 B

05 B

06 B

07 B

08 B

09 B

10 B

11 B

12 B

01 S

02 S

03 S

04 S

05 S

06 S

07 S

08 S

09 S

10 S

11 S

12 S

01 G

02 G

03 G

04 G

05 G

06 G

07 G

08 G

09 G 10 G

11 G

12 G

Per service level one separate set of 12 service attribute values


Service Quality – Service Attributes, Focus & Service Consumer

97




01 Service Consumer Benefits Listing of benefits free text description

02 Service-specific Functional Parameters Listing of parameters service-specific

03 Service Provision Points Whereabouts S. Consumer physical location, interface

04 Service Consumer Count 1 number

05 Service Providing Readiness Times Working times from … to … weekday times

06 Service Consumer Support Times Working times from … to … weekday times

07 Service Consumer Support Languages Languages spoken w. S. C. languages

08 Service Fulfilment Target Minimum percentage e%

09 Service Impairment Duration Maximum allowable time hh:mm

10 Service Providing Duration Maximum allowable time hh:mm:ss

11 Service Provision Unit Basic portion of benefits service-specific


Focus on Service

Consumer &

conditions of service

rendering


Service Quality – Service Specification, Turntable & Pivot

98


Service Identifying

Service Specifying

Service Composing


Service Cataloguing

Service Committing

Service Concerting

Service Billing

Service specification

Service Consumer

Servuction Customer

Service

concept

Service Bill


Service Quality – Benefit, Beneficiary & Service Consumer

99






… is connector between …

… precise service identification … … concise service specification … … of a required service type.

.. is simultaneously consumed ...



Intro




Centro








Extro




100



Service Providing – Servicescape, Examples & Service Consumers

101


Combined from ‚Service‘ & ‚Landscape‘

phrased by Mary Jo Bitner, already in 1981,

in „Marketing Strategies and Organization Structures for service firms”

in “Marketing of Services” der American Marketing Association

http://en.wikipedia.org/wiki/Servicescape

SERVICESCAPE

http://en.wikipedia.org/wiki/Servicescape


Service Providing – Service Consumer, Servicescape & Service Providing

102


SERVICESCAPE

Just for the service consumers

• the entire servicescape is planned & established, operated & maintained

• service providing readiness is established & kept up

• service providing capacity is kept up & adjusted

• on an explicit service trigger one singular service is reliably rendered


Service Providing – Servuction Model, Main Roles & Main Spheres

103


SERVICESCAPE



Service Concerting

Servuction Customer

Service Consumer

Service Provider


Service


Service Providing – Service Trigger, Service Consumer & Service Transaction

104


Service trigger

activity of an authorized service consumer

trigger for a singular & unique service transaction • explicitly when service rendering is needed • on current service provision point • handing over his serviceobject • with individual service configuring • beginning of effective service providing duration


Service Providing – Service Provision Point, S. Consumer & Service Object

105


Location Acting role Action/Activity Explanation

Service Provision Point

Service Consumer

Service initiation Integrating the authorized service consumer into the servuction environment

Service trigger Service consumer explicitly triggers a singular & unique service of the required service type for efficiently executing his upcoming activity

Service configuring

Service consumer sets parameters and fulfilment criteria for effectuating & rendering the explicitly triggered service

Service object hand over

Service consumer hands over his physical or logical service object to the servuction environment and/or to the custody & control of the accountable service provider


Service Providing – Service Consumer, Integration & Instruction

106


practical service need

service consumer

integration

service configuring & triggering

service rendering &

service consuming

service consumer

extegration

seamlessly into service-

scape instan-

taneously & reliably

Service consumer must be guided through the environment & the course of service rendering (navigation/menu, hints, instructions, …, support)

seamlessly! for

executing upcoming

activity

hand over service object

current fulfilment

criteria


Service Providing – Service Provider, Service Object & S. Effectuating

107



Servuction environment

Service Provider

Service object take over

Service provider takes over the service object from the triggering service consumer

Service consumer instructing

Service provider guides the triggering service consumer through the course & the environment of service rendering

Service transacting

Service provider ensures that all required service contribution of the triggered service type are aggregated according to the service screenplay by executing all service-relevant functions & activities

Effectuating benefits to the service object

Service provider ensures safe & secure, reliable & effective, complete & terminatory effectuating of the service-specific benefits to the service object of the service consumer


Service Providing – Service Consumer, Service Consuming & Extegration

108



Service Provision Point

Service Consumer

Service Consuming

Service consumer simultaneously consumes the triggered service whilst it is effectuated for him & rendered to him

Service consumer executes his upcoming activity based on the changed status of his service object

Service Consumer Extegrating

Service consumer is extegrated from the course and the environment of service rendering


Service Providing – Service Screenplay, E-Mailing Service & S. Trigger

109


Service Providing Activity Explanation Service Contribution

Triggering an e-mailing service Authorized service consumer clicks on ‘Send’-Button none


Service Providing – Service Screenplay, E-Mailing Service & Replication

110




Replication of original e-mail Copy of the original e-mail is replicated from the e-mail client

system to e-mail entry server of the respective e-mail Account Replication service


Service Providing – Service Screenplay, E-Mailing Service & Antivirus

111






Scanning of e-mail content &

attachments for virus and malware

Identified viruses or malware are purged or respective

elements are isolated Antivirus service(s)


Service Providing – Service Screenplay, E-Mailing Service & Directoring

112










Authentication of e-mail-addresses and

respective accounts internal & external accounts are identified & verified LDAP service(s)


Service Providing – Service Screenplay, E-Mailing Service & Name Resolving

113












Addressing of e-mail hosts and other

service-relevant systems

Determining P-Addresses for hostnames of other e-mail-server

systems, e-mail gateway servers and/or. SMTP gateway DNS Service(s)


Service Providing – Service Screenplay, E-Mailing Service & Routing

114














Determining IP-Addresses for hostnames of other e-mail-

server systems, e-mail gateway servers and/or. SMTP gateway DNS service(s)

E-mail routing Determining e-mail routes to target domains routing service(s)


Service Providing – Service Screenplay, E-Mailing Service & Delivery Receipt

115














Determining IP-Addresses for hostnames of other e-mail-

server systems, e-mail gateway servers and/or. SMTP gateway DNS service(s)

E-mail routing Determining e-mail routes to target domains routing service(s)

Making e-mail copies creating copies of e-mail text & e-mail attachments copy service(s)

Forwarding copies of the original e-mail Forwarding either to internal e-mail server systems or via the

SMTP gateway to the external e-mailing service feeder

storing & forwarding

service(s)

Delivering the e-mail copies Delivering by the internally or externally responsible service

feeder e-Mail delivering service(s)

Returning a receipt of delivery Receipt returned generally or on request e-mail-receipt service


Service Providing – Demarcation, Service Rendering & Service Consuming

116


Service rendering

Effectuating the service-specific benefits by servuction automats and/or service actors

Effectuating occurs • on explicit service trigger of a service consumer • at the current service provision point • to the designated service object • according to individual service configuring • including feedback to the triggering service consumer

Service consuming

Consuming the effectuated benefits by the triggering service consumer

Service consuming occurs • simultaneously to service rendering • by executing his upcoming activity • in order to create value in the respective context


Service Providing – Demarcation, Service Output & Service Outcome

117


Service output

Changed status of the handed over service object

Service output • is the purposefully changed status of the service object • is achieved by effectuating the service specific benefits • satisfies the current exigencies & expectations of the

triggering service consumer • enables the triggering service consumer to execute his

upcoming activity

Service outcome

effect of the rendered service and/or of the changed status of the handed over service object

Service outcome • comprises the fact that the triggering service consumer can

efficiently execute his upcoming activity • was the motive for the service consumer to explicitly trigger a

service of this type


Service Providing – Contrasting, Production Servuction

118


Production Servuction

Production, c’est faire des choses.

&

Servuction, c’est rendre des services

= Produktion ist Fertigen von Sachgütern. = Production is fabricating goods

= Servuktion ist Erbringen von Services. = Servuction is rendering services.

s. article ‘Le service et sa servuction’ from Pierre Eiglier http://de.slideshare.net/PaulGHz/artikel-le-service-et-sa-servuction-von-pierre-eiglier

source: book ‘Servuction – le marketing des services’ from Pierre Eiglier & Eric Langeard http://www.decitre.fr/livres/SERVUCTION.aspx/9782840740339

illuminative & clarifying, conclusive & evident,

distinctive & path-breaking newly created term

http://de.slideshare.net/PaulGHz/artikel-le-service-et-sa-servuction-von-pierre-eiglier

















http://www.decitre.fr/livres/SERVUCTION.aspx/9782840740339


Service Providing – Subject Areas, Production Servuction

119


Production Servuction

production = making goods servuction = service providing

= construing & fabricating = composing & rendering

production environment = factory servuction environment = Servicescape

= manufacturing facilities & machines = servuction scenery & servuction automats

production factors servuction factors

= labor, capital, ground, knowledge = servuction automats & service actors

production capacity servuction capacity

= number of product copies per period of time = number of service renderings per period of t.

productivity = efficiency of production servuctivity = efficiency of servuction

= efficiency of efforts for fabricating goods = efficiency of efforts for rendering services

production costs servuction costs

= costs for fabricating goods = efforts for rendering services


Service Providing – Object Types, Production Object Servuction Object

120


Production object = copy of good Servuction object = service object

handling of physcial good handling of service object

= fabricating & storing, saling & selling = handed over & taken over, changed & returned

origin of physical good origin of service object

= manufacturing factility of the maker = property/inventory of the service consumer

owner of physical good owner of service object

= at first the maker, than the buyer = service consumer, primarily/continuously

handing over of physical good handing over of service object

= from maker or vendor to buyer and/or user = from service consumer to service provider

whereabouts of physical good whereabouts of service object

= with buyer / owner / user = with service consumer or appointed addressee

handling after sale/purchase handling after effectuating/rendering

= owned & used by owner and/or user = property/control of service consumer


Service Providing – Demarcation, Product Offerings Servuction Offergs

121


Product Offering Servuction Offering

product type = type of physical good servuct type = type of service

= product with immament functions = servuct with ascribed benefits

product copy = copy of physical good servuction = service providing

= single piece of a certain product type = effectuating service-specific benefits on trigger

product quality = quality of phys. good servuction quality = service quality

= features & configuration of the product type = service providing qualify for the service type

product specification = spec. of good servuct specification = service specific.

= description of quality of the product type = description of quality of the service type

product price = price of readymade good servuction price = service providing price

= amount for selling/buying a copy of the good = amount for rendering a service provision unit

product catalogue = catalogue of goods servuction catalogue = service catalogue

= register of orderable types of physical goods = register of servuction offerings for service types


Intro




Centro








Extro




122



Servicialisation – Methods, Objects & Results

123

Service Identifying Service Consumer, Service Object, Benefit

Service Consumer Benefit & primary benefit

Service Specifying Service Providing Quality 12 Standard Service Attributes

Service Type & Service Specification

Service Composing Service Map & Service Screenplay

Service Type & Service Concept

Service Orchestrating Service Contribution Feeder & Service Feeding Network

Service Contribution Agreement Service Contribution Contract

Service Cataloguing Service Specifications = Service Catalogue Entries

Service Providing Offerings & Service Catalogue

Service Commissioning Service Providing Need & Service Level Specification

Service Providing Promise & Service Level Agreement

Service Concerting Service Providing Readiness & Service Providing Capacities

Service Triggers & Service Renderings

Service Billing Service Providing Price x Service Quantity

Service Billing & Service Revenue



Servicialisation – Article Services, Introduction & Methods

124


http://www.comconsult-research.de/serien/servicialisierung/







Intro




Centro








Extro




125



ServicEducation – Structure, Sequence & Topics


126

Service-Erbringung

Service-Konzertierung

& Service-

Triathlon

GS10

Service-Identifi-zierung

GS20

Service Spezifi-zierung

GS30

Service-Konzipie

rung

GS40

Service-Orchestr

ierung

GS50

Service-Offerie-

rung

GS60

Service-Kommit-tierung

GS70

Service-Konzer-tierung

GS80

Service-Faktu-rierung

ES20

Service Provider

ES30

Service Providg Govern.

EinführungsSeminar 10

(ES10) ‚Serviciali-sierung –

Von Service-Identifi-

zierung bis Service-

Fakturie-rung‘

Abschluss-seminar (AS90)

‚Servuktionsoptimie-

rung ‘

ES = EinführungsSeminar GS = GrundlagenSeminar


ServicEducation – Servuction Offering, Seminars & Workshops

127


http://de.slideshare.net/PaulGHz/ausbildungsreihe-serviceducation-2016-v010000

Code Titel des Seminars oder Workshops (ES = EinführungsSeminar, GS = GrundlagenSeminar; WS = Workshop)

ES01 Service-Terminologie – Von Service-Begriff bis Service-Glossar

ES02 Service-Taxonomie – Von Service-Typ bis Servistrie

ES05 Service-Erbringung – Von Service-Abruf bis Service-Konsumierung

ES10 Servicialisierung – Von Service-Identifizierung bis Service-Fakturierung

ES20 Service Provider – Von Service-Trilemma bis Geschäftsmodell

GS10 Service-Identifizierung – Von Service-Begriff bis Service-Konsumentennutzen

WS10 Service-Identifizierung – Von Service-Identifikation bis Service-Spezifikation

WS20 Service-Kategorisierung – Von Service-Taxonomie bis Service-Beitragshierarchie

GS20 Service-Spezifizierung – Von Service-Konsumentennutzen bis S.-Erbringungspreis

WS21 Service-Spezifizierung – Von Service-Erfordernissen bis Service-Attributwert

WS22 Service-Bepreisung – Von Service-Erbringungseinheit bis Service-Erbringungspreis










ServicEducation – Seminars ES10 to ES20 & Year 2016/Q2 to Q4

128


Seminartermin Code Seminartitel, Seminarausschreibung & Seminarunterlagen

ES10

Servicialisierung – Von Service-Identifizierung bis Service-Fakturierung

04.04. – 05.04.2016 http://de.amiando.com/ES10_2016-04-04


29.08. – 30.08.2016 http://en.xing-events.com/ES10_2016-08-29



http://de.slideshare.net/PaulGHz/seminar-servicialisierung-2016-v010100

ES20

Service-Provider – Von Service-Trilemma bis Geschäftsmodell






http://de.slideshare.net/PaulGHz/seminar-service-provider-2016-v010000


http://de.amiando.com/ES10_2016-02-22










http://en.xing-events.com/ES10_2016-08-29




















































https://en.xing-events.com/ES20_2016-11-23

























ServicEducation – Seminars GS10 to GS20 & Year 2016/Q2 to Q4

129




GS10

Service-Identifizierung – Von Service-Begriff bis Service-Konsumentennutzen

11.04. – 12.04.2016 http://de.amiando.com/GS10_2016-04-11


05.09. – 06.09.2016 http://en.xing-events.com/GS10_2016-09-05



http://de.slideshare.net/PaulGHz/seminar-serviceidentifizierung-2016-v010000

GS20

Service-Spezifizierung – Von S.-Konsumentennutzen bis S.-Erbringungspreis






http://de.slideshare.net/PaulGHz/seminar-servicespezifizierung-2016-v010100










http://de.amiando.com/GS10_2016-02-29










http://en.xing-events.com/GS10_2016-09-05




















































https://en.xing-events.com/GS20_2016-11-30















ServicEducation – Servuction Management, Seminars & Workshops

130


Code Titel des Seminars oder Workshops (ES = EinführungsSeminar, GS = GrundlagenSeminar; WS = Workshop)

GS30 Service-Konzipierung – Von Service-Spezifikation bis Service-Konzept

WS31 Service Map – Von Service-Spezifikation bis Service Map

WS32 Service-Drehbuch – Von Service-Spezifikation bis Service-Drehbuch

GS40 Service-Orchestrierung – Von Service-Konzept bis Service Sourcing

GS50 Service-Offerierung – Von Service-Spezifizierung bis Service-Katalogisierung

GS60 Service-Kommittierung – Von Service-Katalog bis Service Providing Agreement

WS61 Service-Kommittierung – Von S.-Erbringungsangebot bis S. Providing Agreement

GS70 Service-Konzertierung – Von S. Providing Agreement bis Service-Erbringung

WS71 Service-Erbringungsbereitschaft - Von Herstellung bis Aufrechterhaltung

WS72 Service-Erbringungskapazität – Von Service-Abrufrate bis Service-Abrufaufkommen

WS73 Service-Erbringung – Von Service-Abruf bis Service-Erbringung

GS80 Service-Fakturierung – Von Service-Erbringung bis Service-Abrechnung

AS90 Servuktionsoptimierung – Von Service-Mengen bis Ressourcenoptimierung












131




GS30

Service-Konzipierung – Von Service-Spezifikation bis Service-Konzept



1209. – 13.09.2016 http://en.xing-events.com/GS30_2016-09-12



http://de.slideshare.net/PaulGHz/seminar-servicekonzipierung-2016-v010000

GS40

Service-Orchestrierung – Von Service-Konzept bis Service Contribution Feeds






http://de.slideshare.net/PaulGHz/seminar-serviceorchestrierung-2016-v010000























































































132


http://de.slideshare.net/PaulGHz/ausbildungsreihe-serviceducation-2016-v010000 http://de.slideshare.net/PaulGHz/ausbildungsreihe-serviceducation-2016-v010000


GS30

Service-Konzipierung – Von Service-Spezifikation bis Service-Konzept



1209. – 13.09.2016 http://en.xing-events.com/GS30_2016-09-12




GS40

Service-Orchestrierung – Von Service-Konzept bis Service Contribution Feeds




































































































Intro




Centro








Extro




133



Appendix – Service Terminology, Glossary & Definitions

134


http://www.slideshare.net/PaulGHz/servicialisierung-glossar-serviceterminologie-v070000










Appendix – Slide Decks, Document & SlideShare.net

135






Appendix – Place of finding, Web-Sites & Web-Links

136


Type of source Web-Site/-Portal , Web-Link

LinkedIn group International Society of Service Innovation Professionals

https://lnkd.in/dyxnjYF

Web portal Service-Science.info

http://service-science.info/archives/3672

WordPress Site

Serviciology

http://serviciology.wordpress.com/2015/01/01/serviciology-service-terminology-and-service-taxonomy

Serviciologie

http://serviciologie.wordpress.com/2015/01/01/serviciologie-service-terminologie-und-service-taxonomie-2

XING group

Servicialisierung – verlässliche, rationelle & rentable Service-Erbringung

https://www.xing.com/communities/posts/serviciologie-service-terminologie-und-service-taxonomie-1009088513

Service Level Management


https://lnkd.in/dyxnjYF






















































Serviciology Service Terminology & Service Taxonomy Appendix – Sources, Links & References

137

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


http://en.wikipedia.org/wiki/Service_(economics)

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 Nature.ppt

http://www.learnmarketing.net/servicemarketing.htm

https://www.xing.com/communities/forums/100632561

http://www.lovelock.com/associates/images/news/Frontiers2004FutureofServicesMarketing.pdf

https://www.xing.com/net/pric412f8x/servicialisierung/service-511823/service-klarung-des-fachbegriffs-29939479/http:/en.wikipedia.org/wiki/Service_(economics)












http://en.wikipedia.org/wiki/Service_(economics)#Service_definition

https://www.xing.com/communities/posts/service-begriff-definierung-und-erlaeuterung-1005384609











https://www.xing.com/communities/posts/service-begriff-abgrenzung-und-einordnung-1005384610











https://www.xing.com/communities/posts/service-wortherkunft-wortbedeutung-und-wortgebrauch-1005384605












138


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 Advamced ITSM Pocket Book ‚IT-Service – Der Kern des Ganzen‘ ISBN 3-9810977-2-6


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


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)

https://www.xing.com/communities/forums/100632600

http://www.comconsult-research.de/service-spezifizierung-12-service-attribute/











http://omnitracker2.blogspot.de/2012/05/paul-g-huppertz-service-specifying-12.html











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






























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


139


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.3sresearch.de/wp-content/uploads/weg_service_science_191010_web(1).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://info.cba.ksu.edu/andrus/Mktg546/Notes/EX2LEC6.ppt

http://www.aueb.gr/users/esaopa/courses/part2.pdf




http://openlibrary.org/books/OL19821054M/Servuction



















140


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'






141


No. Thema oder Titel Quellen, Links, Referenzen

18 Service Dominant Logic http://www.sdlogic.net/ http://de.slideshare.net/chainrelations/10-11-21-servicedominant-logic-bcda

19 Initiative ‚Taking Service Forward (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

http://www.sdlogic.net/

http://de.slideshare.net/chainrelations/10-11-21-servicedominant-logic-bcda











https://docs.google.com/document/d/1TcZqo71wDAzW2qQsAdEBE3WlFTEO34wSOygo6zGu2xA/edit?pli=1

https://docs.google.com/document/d/1TcZqo71wDAzW2qQsAdEBE3WlFTEO34wSOygo6zGu2xA/edit?pli=1

https://docs.google.com/file/d/0B5lGspmnGBO5MU8tejdqYmRzZVE/edit?pli=1

http://www.youtube.com/watch?v=YE0NAvv3DQM

http://www.linkedin.com/groups/Taking-Service-Forward-Adaptive-Service-7430088/about











serviciology - service terminology and service taxonomy v01.01.01

Services

word service

explanation service

service attributes

science servicialisation

linkedin http

yasni http

slideshare http

latin verb servire servio