A Framework for Service Systems Analysis: Theory and Practice

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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.
Original languageEnglish
Pages (from-to)480-497
Number of pages17
JournalProduction Planning and Control
Issue number7
Publication statusPublished - 1 Jul 2012

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