Abstract
The purpose of this study is to define generic service processes, their system, and a scope of service science developed originally by the author. In the presented approach, the main criterion is the class of serviced users, since this leads to the six kinds of process recognition and eventually helps in planning e-service systems’ architecture. E-service system (e-SS) is defined as a mission-goal-strategy-driven configuration of technology, organizational processes and networks designed to deliver HTservicesTH that satisfy the needs, wants, or aspirations of customers. Marketing, operations, and global environment considerations have significant implications for the design of an e-service system. Four criteria which impact e-service systems’ architecture have been defined as: service business model, customer contact and level of involvement (Service User Interface), service provider’s enterprise complexity (Enterprise Systems and Networks), and scope of goods involved in service. It was proved that the e-service system is the intermediary layer between Service User Interface and Enterprise Systems and Networks. Two examples of e-SS have been modeled.
TopIntroduction
The purpose of this study is to define a scope of service science based on ideal generic service systems originally developed by the author. There are two goals of this study: 1) to develop generic service categories and their generic systems and 2) to define a scope of service science based upon the presented generic models of service systems, which determine the required support from emerging system science. The research methodology is based on the architectural modeling according the paradigm of enterprise-wide systems (Targowski 2003).
The architectural system approach is based on the philosophy of the system approach (Klir 1985), and management cybernetics (Beer 1981) which provide comprehensive and cohesive solutions to the problems of systems design, thus eliminating the fuziveness of the “application portfolio” and the “information archipelago” (McFarlan 1981), Targowski 1990). The mission of the architectural system approach is to find the ultimate synthesis of the whole system structure that involves appropriate logic, appropriate technological accommodation, operational quality, a positive user involvement, and coexistence with nature (Targowski 1990). In its nature, the architectural system approach is of deductive rather than inductive nature. It looks for the ideal model of a solution, which in practice is far away from its perfect level. The difference between the architectural system approach and the engineering approach is in the level of abstraction. The architectural models are more conceptual whereas engineering outcomes are more technical and specific. The architectural system approach is the response to the complexity of expected outcomes. Prior to spending a few million dollars for a new information system, one must provide its information architecture and the business and social implications associated with it (Targowski 2003). In this sense, this study will define service systems’ architectures.