Iess2013presentation
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Faculty of Economics and Business Administration Department of Management Information and Operations Management Saturday 2 July 2022 FACULTY OF ECONOMICS AND BUSINESS ADMINISTRATION Towards an Ontology and Modeling Approach for Service Science Geert Poels Griet Van Der Vurst Elisah Lemey
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Short paper presented at IESS 1.3 in Porto, 7-8 February 2013
Transcript of Iess2013presentation
Faculty of Economics and Business Administration Department of Management Information and Operations Management 9 April 2023
FACULTY OF ECONOMICS AND BUSINESS ADMINISTRATION
Towards an Ontology and Modeling Approach for Service
Science
Geert PoelsGriet Van Der Vurst
Elisah Lemey
Faculty of Economics and Business Administration Department of Management Information and Operations Management 2
Motivation (1/2)
Service Science The ‘service system’ is the main abstraction of the service
economy studied in SSMED• Focal concept = value co-creation
Interdisciplinary field searching for shared conceptualization• Theoretical framework = service-dominant logic + systems theories• Call for shared vocabularies and models (+ modeling means)
(= scientific contribution intended by our research)• How can models help SSMED?
(= practical relevance of our research)– Power of visualization– Power of analysis
Faculty of Economics and Business Administration Department of Management Information and Operations Management 3
Motivation (2/2)
Systems modeling is research topic in IS Large class of service systems are enterprises. Enterprises
are systems. Capitalize on enterprise modeling knowledge in IS
• Business models – Conceptual Modeling, Requirements Engineering– E.g., business model canvas, goal models, value models, capability
models• Enterprise (architectural) models – Enterprise
Architecture/Engineering, Business Process/Workflow Modeling, Data/Database Modeling, Software Engineering/Model-driven Engineering, …
Faculty of Economics and Business Administration Department of Management Information and Operations Management 4
Purpose (1/4)
Starting point: Service System Worldview (Spohrer)
• Entity• Resource• Access Right• Ecology• Interaction
• Value proposition based interaction• Governance mechanism based interaction• Outcome• Measure • Stakeholder
Informed by SDL and systems theories
Faculty of Economics and Business Administration Department of Management Information and Operations Management 5
Purpose (2/4)
Problem statement How to go from an initial vocabulary to talk about service
systems to a useful modeling instrument for describing and designing service systems?
• theoretical basis unclear (definitions?, internal consistency?, sharedness?, ..)
• merely a list of concepts – what about relationships and rules/axioms that hold for these relationships? (domain structure?)
Faculty of Economics and Business Administration Department of Management Information and Operations Management 6
Purpose (3/4)
Research objectives Clarify theoretical basis of concepts Represent concepts in a conceptual model that also
identifies the domain structure Transform conceptual model, which is basically a graphical
model, into a domain ontology for service systems (with formal, precise semantics and ability to use ontological tools)
Define a meta-model of a service system modeling language based on the ontology
Current research
Faculty of Economics and Business Administration Department of Management Information and Operations Management 7
Purpose (4/4)
Select/develop a concrete syntax (notation) for the meta-model
Develop a method (and possibly tool support) for applying the modeling language to real service system modeling situations
Explore applications for service system design, engineering, and management
Faculty of Economics and Business Administration Department of Management Information and Operations Management 8
Method
Research activities/steps Literature review of conceptual frameworks and theories
in service-related disciplines (and beyond) Conceptual design Conceptual modeling Ontology engineering Meta-modeling and language development Method engineering Tool development Application and evaluation
Current research
Faculty of Economics and Business Administration Department of Management Information and Operations Management 9
Service Systems
Worldview
Service Dominant
Logic
Service Quality
Gap Model
Unified Service Theory
Service Ontology based on
DOLCEWork
System Method
System Theoretic
Model
Theoretical analysis
DEFINITION OF
CONCEPTS?
RELEVANCE OF
CONCEPTS?
COMPLETENESS OF CONCEPTS?
Faculty of Economics and Business Administration Department of Management Information and Operations Management 10
Results (1/4)
Clarification of theoretical grounding of service system worldview w.r.t. relevancy
• Three common foundational concepts: – service system entity– interaction– stakeholder perspectives provider and consumer
• Other foundational concepts all supported by at least one theory
• No foundational concepts rejected by any of the theories
Faculty of Economics and Business Administration Department of Management Information and Operations Management 11
Results (2/4)
w.r.t. completeness• Service system worldview allows different interpretations to
co-exist– Service as co-production versus service as co-creation
=> implications for the nature of involvement of customer resources, the definition of focal resource and access rights
– Service within the service system or between service systems=> implications for the definition of entity and ecology
– Service as a process, as an outcome (or even the only outcome), as a commitment=> indicates the need to explicitly define service
– Mutuality within the service or in the economic exchange of services=> indicates the need for a service exchange model
Faculty of Economics and Business Administration Department of Management Information and Operations Management 12
Results (3/4)
w.r.t. definitions• As Service Science studies value co-creation phenomena, our
conceptual design introduced service as an eleventh foundational concept
– Service is the favourable, intended outcome of interactions between service system entities. This favourable, intended outcome is mutual value co-creation.
– Mutual value co-creation results from a (successful) service process, in which at least two service system entities (in the roles of consumer and provider) participate.
Geert Poels
A problem with Elisah's work is the confusion between service as an outcome and service as a process. The service process concept is not present in the model.(however, it is the dynamic view built over the core concepts)
Faculty of Economics and Business Administration Department of Management Information and Operations Management 13
Results (4/4)
Conceptual model Theoretical analysis/conceptual design identified
• Relationships between foundational concepts– E.g., focal resource is a physical or non-physical resource with rights
(i.e., operant resource in SDL)• Axioms/rules that apply to these relationships
– E.g., at least two service system entities participate in a service (i.e., resources of both consumer and provider are involved).
Graphical representation using UML (class diagram)• Shows the structure of the service system domain
Faculty of Economics and Business Administration Department of Management Information and Operations Management 14
Service system conceptual model
Faculty of Economics and Business Administration Department of Management Information and Operations Management 15
Discussion
Contribution so far Graphical conceptual model of service system worldview
• Clarification of foundational concepts• Identification of domain structure
Implications Helps development of formal service system ontology and
service system modelling language Helps understanding service system worldview by adding
structure to the set of foundational concepts Limitation
Remaining definitional issues need to be clarified Evaluation
Faculty of Economics and Business Administration Department of Management Information and Operations Management 9 April 2023
FACULTY OF ECONOMICS AND BUSINESS ADMINISTRATION
Auxiliary slides(from IESS 1.2 paper)
Faculty of Economics and Business Administration Department of Management Information and Operations Management 17
Service Design Theory
Faculty of Economics and Business Administration Department of Management Information and Operations Management 18
Results (6/6)
Relationship ISPARand service system worldview
service
serviceprocess
Geert Poels
Are all functions in the EPC interactions, or are some just activities by one entity?(interaction requires participation of at least two entities, each contributing resources)
Geert Poels
No exact match between core concepts cluster here and 'core' concepts supported by all theories reviewed: entity (OK), interaction (OK), provider/consumer perspectives (NOT OK)no specialisations of interactionno outcomeHow to defend?- there are other stakeholder perspectives- we added service as 'core', and is a specialisation of outcome, so outcome is also added- value proposition and governance mechanism based interactions are specialisations of core concept of interaction=> include specialisations of core concept=> include generalisation of core concepts=> exclude core concepts if they are specialisations of a non-core concept and have non-core siblings
Faculty of Economics and Business Administration Department of Management Information and Operations Management 19
Future research
Compare with other process models, e.g., DEMO basic transaction pattern, Open-edi Business Transaction phase specification, ..
Evaluate w.r.t. problems addressed by research objectives 1 – 2 Clarity, faithfulness, completeness, ..
Research objectives 3 – 7 Ontology Modeling framework
Faculty of Economics and Business Administration Department of Management Information and Operations Management 20
EPC representation of service process
Geert Poels
The initial state (initiating event) is close to the service commitment concept of Ferrario and Guarino. It can be either or both of- consumer is aware of service need- provider is willing to create awareness of service offer
Geert Poels
Provider: create awareness of service offer and/or respond to service needConsumer: become aware of service offer (and need)
Geert Poels
Consumer is aware of service need and service offer1-to-1 linkage between service provider and consumer is established
Faculty of Economics and Business Administration Department of Management Information and Operations Management 21
Faculty of Economics and Business Administration Department of Management Information and Operations Management 22
Faculty of Economics and Business Administration Department of Management Information and Operations Management 23
Demonstration: business lunch
Faculty of Economics and Business Administration Department of Management Information and Operations Management 24
Demonstration: money investment
Faculty of Economics and Business Administration Department of Management Information and Operations Management 25
Demonstration: on-line newspaper
