An Integrated Service Design Methodology for B2B IT-enabled Project Life-Cycle Delivery

服務設計工具整合研究：B2B企業IT基礎解決方案之 生命週期價值傳遞

莊淑婷(Chuang, Shu Ting)

指導教授 ： 雷松亞

國立清華大學/科技管理學院/服務科學研究所/碩士(2015年)

摘要

This research aims at developing an Integrating Service Design Methodology for business-to-business (B2B) firms to manage the solution life-cycle. Our methodology integrates appropriate modeling tools, e.g., Customer Journey Map, Service Blueprint, Business Process Model and Notation, and Unified Modeling Language, and demonstrates where these tools can be complementary to each other. This research adopts a design science research approach, and applies it to the factory resource asset management solution project and conducts interview with project team members. The contributions in this thesis include that of (i) displaying and delivering similar information through different tools; (ii) achieving efficient communication and reducing information loss within stakeholders (i.e., customer, salesperson, business developer, project manager, and engineer); and (iii) pointing out the differences between the business-to-consumer case and the B2B case in service design.

關鍵字

服務設計 ； 解決方案週期 ； B2B ； 服務藍圖 ； 顧客旅程

並列摘要

無資料

並列關鍵字

service design ； solution life cycle ； business-to-business ； business modeling tools ； customer journey map ； service blueprint ； BPMN ； UML

參考文獻

Sawhney, M., Balasubramanian, S., & Krishnan, V. V. (2003). Creating growth with services. MIT Sloan Management Review, 45(2), 34-44.

Aarikka-Stenroos, L., & Jaakkola, E. (2012). Value co-creation in knowledge intensive business services: A dyadic perspective on the joint problem solving process. Industrial marketing management, 41(1), 15-26.

Aguilar-Saven, R. S. (2004). Business process modelling: Review and framework. International Journal of production economics, 90(2), 129-149.

Antioco, M., Moenaert, R. K., Lindgreen, A., & Wetzels, M. G. (2008). Organizational antecedents to and consequences of service business orientations in manufacturing companies. Journal of the Academy of Marketing Science, 36(3), 337-358.

Arsanjani, A., Ghosh, S., Allam, A., Abdollah, T., Ganapathy, S., & Holley, K. (2008). SOMA: A method for developing service-oriented solutions. IBM systems Journal, 47(3), 377-396.