SERVICE SCIENCE, MANAGEMENT, AND ENGINEERING (SSME) - INGEGNERIA DEI SERVIZI

Transcription

1 SERVICE SCIENCE, MANAGEMENT, AND ENGINEERING (SSME) - INGEGNERIA DEI SERVIZI An interdisciplinary approach to the study, design, and implementation of service systems complex systems in which specific arrangements of people and technologies take actions that provide value for others. More precisely, SSME has been defined as the application of science, management, and engineering disciplines to tasks that one organization beneficially performs for and with another (Wikipedia) 1

2 I Servizi come determinante PIL 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% U.S.A. Japan Germany Italy (2005) Russia China Services Production Agriculture India Bangladesh Sono oltre i 2/3 del PIL Servizi tipicamente ai privati Assistenza medica e sociale, Banche e assicurazioni, Trasporti, Pubblica amministrazione, Telecomunicazioni, Energia, Distribuzione ecc. Servizi tipicamente alle aziende Servizi logistici Gestione impianti, Assistenza tecnica, Ecc. 2

3 I servizi di business sono prodotti da processi gestionali (con forte supporto IT) Esempio Bancomat Servizio di business: prelievo Servizi IT: componenti IT (p.e. controllo identità) Processo di business: flusso delle attività dalla richiesta al prelievo Processi IT: flusso di attività informatizzate (p.e. da acquisizione richiesta a consenso) 3

4 scopi e livelli di progettazione : una matrice Livello Business Contenuto servizi Competenze gestionali settoriali, Marketing ecc. Processi di produzione servizi Analisi organizzativa, BPR, BPM (livello alto) Livello IT Architetture ICT Tecnologie HW, SW e Reti Ingegneria del SW, Ingegneria delle Basi Dati, Web Design ecc. 4

5 Backup

6 Processi Gestionali (Business Processes) verso Processi IT Bancomat Processo Gestionale Include attività eseguite da persone Attivato da una azione od intenzione di una persona Produce una combinazione di output materiale e/o immateriali destinati al cliente Processo gestionale Richiesta cliente, Esecuzione informatizzata, Erogazione contante Processo IT: Acquisizione dati richiesta Controllo identità Ecc. Processo IT Sequenza di attività computerizzate Fornisce la tecnologia a / ablita la esecuzione di processi gestionali Produce comandi e messaggi 6

7 Business Services verso IT Services Bancomat Business Service : prelievo contanti per un cliente IT Service: Controllo Identità utilizzato dalla applicazione sw che supporta il Business Service Business Services richiesti ed erogati a clienti umani caratterizzati da un valore specifico e calcolabile. IT Services Moduli software disponibili su catalogo, con i quali può essere composta una funzione informatica, secondo un approccio LEGO. 7

8 Processes are of a variable complexity Organizatio nal scope Short Transactional Longrunning Duration Transactional processes are simple and almost instantaneous ATM Cash Advance Airport check-in Short processes imply a sequence of transactions e.g. Materials receiving in a plant : check-in, quality control, material delivery; Web purchase: buy, pay, send, delivery acknowledgement Long running processes include a sequence of related processes across multiple organizations and may last a certain amount of time e.g. broadband provision to an household: Order management by the service provider, Network provision by the network provider Physical installation by field force etc 8

9 What is Service Engineering in the academic field? Business Process Engineering Information Engineering Information Technology Engineering Service Engineering is a subset of Service Science (also called Service Science Management and Engineering -SSME) It puts together competences of Information Technology Engineering, Business Process Engineering, Information Analysis Engineering There is a number of reasons to put together these competences. Growing IT content and enablement of business processes IT-enabled innovation of interorganizational service / supply chains in industry, services, government Synergy with the Service Oriented Architectures 9

10 Objectives of Service Engineering: our assumptions Well-formed Business Processes Performing and sustainable Business Processes & Service Chains

11 Objectives of Service Engineering: good services An obvious overall objective is to design good services Therefore, a key question is what makes a good service? Since we have not found specific literature we proceed with some reasonable assumptions A good service is a service well conceived and well executed The conception of a service comes, alike the conception of a product, at an abstraction level higher than service engineering The execution of a service is done by business processes Hence, the cornerstone of service engineering is designing good processes 11

12 Objectives of Service Engineering: good business processes In our view good business processes implies a series of requirements: Well formed design : the process should well formed i.e. be correct and manageable Sustainable Performance: the process should give satisfactory performances to the process stakeholder communities Chaining: processes can be joined and cooperate in order to give end to end services (LEGO concept) In more detail 12

13 Well-formed Design A business process should be well-formed (not differently from an English sentence) Main requirements of well formed business processes are similar to manufacturing processes and data processing and include Execution requirements, that concern the process flow Syntax correctness : the process should flow without dead end, endless loops or similar execution errors ( = the engine should go) Statefulness : any request the process is executing should have a recognizable and traceable state of execution ( = the requests cannot be lost) and any process phase should log requests that have been processed Control requirements, that concern information on the process Monitoring: to collect the state of the relevant elements of the process e.g. (a) state of individual requests being executed (b) workload of individual resources Performance control: to compare the actual performance of the process against pre-stated objectives 13

14 Sustainable performance It is generally accepted that an ideal process should: be efficient, fast and responsive, and error free. perform well in front of a given set of Key Performance Indicators (KPI) The key point of a business process is that KPI should be good for a community of stakeholders with diverse objectives: Managers want to maximize the corporate value Customers want to maximize the received value in terms of service quality and level of service regardless the cost corporations sustain Workers want to maximize their own return in terms of job satisfaction and effort/wage An ideal process balances the different KPIs of the different stakeholders in order to get a viable and sustainable process Service Request Customer Manager A Manager B Manager C Worker A Worker B Worker C Activity 1 Organizati on A Process Manager / Owner Activity 3 Activity 2 Organizati on B Activity 4 Organizati on C Output Service 14

15 Service chains and inter-organizational processes A service often implies a supply chain of processes performed by different ACQUISIZIONE PROPOSTA CLIENTE RICHIESTA CLIENTE COLLOQUIO PRELIMINARE E COMPILAZIONE DOMANDA DI MUTUO INVIO DOCUMENTI MANCANTI ACQUISIZIONE DATE CARD VERIFICHE SU CR E CRIC GESTORE IDENTIFICAZIONE REQUISITI MINIMI DI REDDITO STAMPA MODULO ESIS MUTUO < 80% AND < RACCOLTA DATI E VALUTAZIONE PRE-SCORING ACQUISIZIONE PERIZIA E RELAZIONE NOTARILE MUTUO >80% OR > INVIO DOCUMENTI AI CONSULENTI ESTERNI SOCIETA' ALLEATA ACQUISIZIONE PRATICA organizations which cooperate together e.g.: ATM/ Cash Advance Customer s Bank Dispenser Organization IT service provider Health care / check-up Family doctor (prescription) Lab (medical examination) National Heath Service (authorization and payment) Mortgage Loans to buy a house Selling Organization Lending Bank Notary (who writes the contract) Revenue Service Therefore the service engineer should link (by IT and organizational methods) different business processes in order to have end-to-end seamless service chains 15

16 Our Service Engineering MS

17 What is the position in the Italian university curriculum? Services Engineering MS (240 credits - from 22 to 23) Bachelors (3 years - from 19 to 21) Zero-debt access Information Engineering Industrial Engineering Variable-debt access Miscellaneous undergraduate Engineering Undergraduate Computer Science Other scientific Bachelors No access Economics Humanities Other non-scientific Bachelors 17

18 Manufactu turing Industry SSME (Service Science Management Engineering) ed Ingegneria dei Servizi Which competences do we develop? Services Industry Governme nt Industry Business Process Engineering Business Process Engineering Information Engineering Information Engineering Information Technology Engineering Information Technology Engineering Cross industry competences acquired by comprehensive classes on foundations of Business processes Information engineering Information architecture and technologies Industry specific competences acquired by Case studies and industry specific project works Knowledge of industry specific models such as SCOR, etom 18

19 Industry Services SSME (Service Science Management Engineering) ed Ingegneria dei Servizi What is our target? Governme nt Business Process Engineering Business Process Engineering Information Engineering Information Engineering Information Technology Engineering Information Technology Engineering Students with a bachelor in Information Engineering or Industrial Engineering Heavy investment in process understanding with hands on: Business process analysis: 10 credits Enterprise software: 10 credits Project works: 10 credits 19

20 What is our objective? Industry Services Governme nt Business Process Engineering Business Process Engineering Control & governance Front-end Back-end Information Engineering Information Engineering Information Technology Engineering Information Technology Engineering Key abilities: : Engineering of Business Process: Front-end Back-end Process control and governance Engineering of Information Design and customization of enterprise application software Software Engineering Database Engineering Engineering of Technology Information : Information architecture Network 20

21 What are the classes? SEM 1 - Foundations 1. Organization Theory Foundations 2. Data Base (advanced) 3. Sw Engineering (advanced) 4. Multimedia Technologies and Systems 5. Numerical Methods 6. Data collection and analysis techniques SEM 2 - Analysis & design 1. Business Analysis 1 2. Enterprise Systems 1 3. Project work 1 4. Hardware architecture LS 5. Elective class A (see) 6. Elective class B (see) SEM 3 - Analysis & design 1. Business Analysis 2 2. Enterprise Systems 2 3. Project work 2 4. Innovation Economics 5. Computer Networks 6. Elective class C (see) SEM 4 - Finalization 1. Stages and certification on choice (EUCIP Base / Elective certification, Regulation etc.) 2. Dissertation 21

22 Which ones are the elective Classes? A Classes (foundations) 1. Optimization 2. A class on Math B Classes 1. Management Information Systems 2. Industrial Automation 3. Artificial Intelligence in Health Care C Classes 1. Man machine interaction 2. Relational Marketing 3. Innovation Management 4. Service Economics 5. DSS for Health Care 6. Free choice D Classes 1. EUCIP Base Certificate 2. EUCIP Elective Certificate for Business Analyst or Information System Analyst 3. Regulations for professions 4. Design, management and production of goods and services 5. Management techniques for self employed jobs 6. Manufacturing Processes and Organization 7. Design lab 22

23 What we teach in Business Analysis class? Business Analysis 1 - AS-IS 1. Customer and process oriented strategies 2. Process Analysis techniques 3. Process Performance modeling and simulation Business Analysis 2 - TO-BE 1. Information requirements analysis 2. Software selection 3. Business case The above classes develop process analysis and design abilities Each topic is developed with a three-step process: 1. Conceptual foundations where the teacher lectures students on the topic; 2. Exercise, where the teacher illustrates the use of foundations in a case study; 3. Lab, where student teams develop a project that is reviewed at the end of each class The final evaluation sums: 1. The evaluation of the team work that has been reviewed during the class 2. The individual work within the project 3. The level of comprehension of the principles used in the project 23