The significance of services as business and human activities has increased dramatically throughout the world in the last three decades.Becoming a more and more competitive and efficient service provider while still being able to provide unique value opportunities for customers requires new knowledge and ideas. Part of this knowledge is created and utilized in daily activities in every service organization, but not all of it, and therefore an emerging phenomenon in the service context is information awareness. Terms like big data and Internet of things are not only modern buzz-words but they are also describing urgent requirements for a new type of competences and solutions. When the amount of information increases and the systems processing information become more efficient and intelligent, it is the human understanding and objectives that may get separated from the automated processes and technological innovations.
Core driver for this dissertationThis is an important challenge and the core driver for this dissertation: What kind of information is created, possessed and utilized in the service context, and even more importantly, what information exists but is not acknowledged or used? In this dissertation the focus is on the relationship between service design and service operations. Reframing this relationship refers to viewing the service system from the architectural perspective. The selected perspective allows analysing the relationship between design activities and operational activities as an information system while maintaining the tight connection to existing service research contributions and approaches. This type of an innovative approach is supported by research methodology that relies on design science theory. The methodological process supports the construction of a new design artifact based on existing theoretical knowledge, creation of new innovations and testing the design artifact components in real service contexts. The relationship between design and operations is analysed in the health care and social care service systems.
What kind of service artifacts and information content can be utilized in transforming the static linkage between service design and service operations into a more dynamic relationship? The underlying assumption was based on Simon’s (2001) argument of artifacts where he proposes that artifacts are used in the interface of inner and outer worlds. The microenvironment of service artifacts was entered through the information perspective, which focused the study on the content of the artifacts and how they could be utilized more efficiently. Reframing-the-relationship-between-service-design-and-operations
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