TY - JOUR
T1 - A Framework for Service Systems Analysis
T2 - Theory and Practice
AU - Fernandes, Kiran Jude
PY - 2012/7/1
Y1 - 2012/7/1
N2 - Modelling complexities associated with service systems remains a challenge for most organisations. This task is particularly made difficult as a result of markets volatility, changing customer needs and uncertainties associated with synthesising knowledge from various sources. This article, building on systems analysis and theory, presents a framework that can be used by managers and systems modellers in service organisations to model and better understand interactions associated with people, processes and technology across service systems. Two case studies have been considered in order to ascertain the validity of the framework in an industrial context.
AB - Modelling complexities associated with service systems remains a challenge for most organisations. This task is particularly made difficult as a result of markets volatility, changing customer needs and uncertainties associated with synthesising knowledge from various sources. This article, building on systems analysis and theory, presents a framework that can be used by managers and systems modellers in service organisations to model and better understand interactions associated with people, processes and technology across service systems. Two case studies have been considered in order to ascertain the validity of the framework in an industrial context.
UR - http://www.scopus.com/inward/record.url?scp=84861406852&partnerID=8YFLogxK
U2 - 10.1080/09537287.2011.640035
DO - 10.1080/09537287.2011.640035
M3 - Article
SN - 0953-7287
VL - 23
SP - 480
EP - 497
JO - Production Planning and Control
JF - Production Planning and Control
IS - 7
ER -