SERVICE DESIGN AND SERVICE MANAGEMENT WITH THE SERVICE BLUEPRINTING METHODOLOGY

Meis, Jochen

A new application of software technology is the application area of smart living or sustainable living. Within this area application platforms are designed and realized with the goal to support value added services. In this context value added services integrates microelectronics, home automation and services to enhance the attractiveness of flats, homes and buildings. Especially real estate companies or service providers dealing with home services are interested in an effective design and management of their services. Service Engineering is the approved approach for designing customer oriented service processes. Service engineering consists of several phases; from situation analysis to service creation and service design to service management. This article will describe how the method service blueprint can be used to design service processes. Smart living includes all actions to enlarge a flat to a smart home for living. One special requirement of this application domain is the use of local components (actuators, sensors) within service processes. This article will show how this extended method supports service providers to improve the quality of customer oriented service processes and the derivation of needed interfaces of involved actors. For the civil engineering process it will be possible to derive needed information from a built in home automation system. The aim is to show, how to get needed smart local components to fullfill later offered it-supported value added services. Value added services focused on inhabitants are grouped to consulting and information, care and supervision, leisure time activities, repairs, mobility and delivery, safety and security, supply and disposal.

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Meis, Jochen: SERVICE DESIGN AND SERVICE MANAGEMENT WITH THE SERVICE BLUEPRINTING METHODOLOGY. 2006.

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