Advances in Services Innovations by Klaus-Peter Fähnrich, Thomas Meiren (auth.), Professor

By Klaus-Peter Fähnrich, Thomas Meiren (auth.), Professor Dr.-Ing. Dieter Spath, Professor Dr.-Ing. habil. Dipl.-Math. Klaus-Peter Fähnrich (eds.)

The booklet files the cutting-edge in prone technological know-how. It combines contributions in carrier Engineering, provider administration and repair advertising and is helping to improve a roadmap for destiny R & D actions in those fields. The publication is written for researchers in engineering and management.

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With the Progressive Abstraction the requirements in terms of their benefit of use are edited and the levels of measures which contribute to a large extent to the achieved objectives of the development are revealed (Botschen and Mühlbacher 1998). The results are requirement-solution combinations, which are more exact and more precise than the originally formulated service requirements. Since the processed service requirements could have changed while implementing the Progressive Abstraction, a new Plausibility Analysis has to be conducted.

Sociedad de Estadistica e Investigacion Operativa Top 12 (1): 91-110 37. Whitt W (2004) Fluid models for many-server queues with abandonments. To appear in Operations Research 38. Whitt W (2004) Staffing a call center with uncertain arrival rate and absenteeism. Submitted to Management Science 39. Whitt W (2004) Sensitivity of performance in the Erlang A model to changes in the model parameters. Submitted to Operations Research 40. Whitt W (2005) Engineering solution of a basic call-center model.

This procedure of specifying concepts into partial concepts and their subsequent configuration can be continued at all levels of detail in the same way. An appropriate method to detail a service system is the Function Tree Analysis under consideration of Sun’s axiomatic design (Akiyama 1991; Suh 1990). Among other things, Suh states that one can only detail a function tree with the embodying concept in mind. Based on the essential characteristics of professional services, the architecture itself is divided into three partial models with regard to the constituent elements of services: results, processes and resources.

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