服务工程方法体系

138Vol.13No.820078ComputerIntegratedManufacturingSystemsAug.2007:1006-5911(2007)08-1457-08:2006-11-20;:2007-03-23Received20Nov.2006;accepted23Mar.2007.:(60673025)Foundationitem:ProjectsupportedbytheNationalNaturalScienceFoundation,China(No.60673025).:(1962-),,,,,,,E2mail:[e-mail],,(,150001):,,,,,:;;;:TP399:AMethodologyforserviceengineeringXUXiao2fei,WANGZhong2jie,MOTong(CenterofIntelligentComputingofEnterprises&Service,HarbinInstituteofTechnology,Harbin150001,China)Abstract:Toprovidetheoreticalsupportforagileserviceengineeringinsocialized,information2orientedanddiversi2fiedenvironment,amethodologyframeworkwasproposedtodescribeservicesystemmodeling,developmentandde2ployment.Serviceengineeringmethodologywasdiscussedandreviewedfromitsfivecomponentsoftheframework,namelyservicemeta2model,servicemodelingapproach,servicesystemdevelopmentapproach,serviceperformanceevaluation,andrelevantsupportingtools.Then,someproblemsandfuturefieldsuchasdescriptionofserviceinter2operation,servicecomponent,servicereuse,andservicequalityevaluationwerediscussed.Basedonthesestudies,aspecialMethodologyforServiceEngineering(MSE)namedServiceModelDrivenArchitecture(SMDA)wasbrief2lyintroduced,andthefivecomponents’characteristicsofthisarchitecturewerealsointroduced.Keywords:serviceindustry;servicescience,managementandengineering;methodologyforserviceengineering;service2orientedmodeldrivenarchitecture0,,,GDP70%90%,;,35%32%[1-2]1990,(InformationTech2nology,IT),,13[3],,,(servicesciences)(serv2icemanagement)(serviceengineering)(serviceoperations)[1];,,,;IT;IBM2004(ServiceSciences,ManagementandEngineer2ing,SSME)[2],,,,[2,4-8],,,(MethodologyforServiceEngineering,MSE)MSE,MSE,,(Service2orientedModelDrivenArchitecture,SMDA)1MSE/,,/,,;;,;;/MSE,,(On-DemandService,ODS),;,,;/,,;1.1MES,,,,,,(servicemeta2model)1930,[4],,,,,TedHill1977,(A),(B),A[9];IBMSSME,[2],,,,[4]MES,,;Web,85418:,Web,:()(),,;,;,,,,[10],/,/()/()/()/,,[11],,,,,[12],,,[13][14],,,,,,[15],[16]IT(,),(ConstraintSatisfactionProblems,CSP),(),(UnifiedModelingLanguage,UML),UML,UML,UML,()UML,UMLUML,,(ObjectConstraintLogic,OCL)(DynamicDescriptionLogic,DDL)(ProcessLog2ic,PL)UML,,,(UnifiedServiceModelingLanguage,USML)[17],USML1.2,,(USML),,,[10],/,/,,,,,,,[11],,,,954113,,,,,[12][18],,(StructuredAnalysisandDesignTech2nique,SADT),,,SADT,[19],,,,,,,,(),,(),(),[20],,,(ServiceComponent,SC),:()/SC,SC[17],,SC,1.3,,,[21],,,,,[22],,,,(QualityFunctionDeployment,QFD)[23],,,[24],,,:;,;,;,;SC,;,1.4,,[25],,,,,[26]06418:,,[27],SERVQUAL,22,,SERVQUAL,,,,SERVQUAL,:(gapanalysismodel)[28],,,[29],;(EconomicValueAdded,EVA)[30],;(BalanceScoreCard,BSC)[30],,,(AmericanCustomerSatisfactionIndex,ACSI)[31],,,,,/:2(Perception2Expectation,P2E)(EvaluatedPerformance,EP)(NormedQuality,NQ)[13][32][33](ChineseCustomerSatisfactionIndex,CCSI)[28],,,ODS,QFD/[17]QFD,QFDSC1.5MSE,,,,,Web(ServiceOrientedArchitecture,SOA)[34](Applica2tionServiceProvider,ASP)[35],,,,,[17]1.6,,MES,[36],BullingerBullingerMES(ResearchandDevelop2ment,R&D),,UML,[37],,,UML,,,164113,SMDA(ManufacturingExecuteSys2tem,MES)[17],,SC,UMLUSML,(ModelDrivenArchitecture,MDA),,SC2,MESSMDA[17]1,,IT,IT,(EnterpriseResourcePlanning,ERP)(SupplyChainManagement,SCM)(CustomerRelationshipManagement,CRM),IBMSSME,IT,,MDA,SMDA,,,QFD,UML,USMLSMDA,2SMDA(1):(ServiceRequirementModel,SRM),,,,(ServiceBehaviorandCapacityModel,SBCM),,,(//),(ServiceExecu2tionModel,SEM),,SMDAUSMLUSMLUML()UML,SMDA,OCLDDLUSML(2)(ServicePerformingSystem,SPS),26418:SC(3)SRMSBCMSBCMSEMSEMSPSSMDA,SC,SMDA,QFD,ODS,QFDQFD:QFD,,;QFD,SC,SCSMDASC,SMDA,USMLQFD,SMDA33,,MES,,,,MSE,,MSE,,SMDAMSE,MDA,SRM,SBCM,SEM,SPSSMDA,UMLUSML,,SC,,QFDSSME():[1]SPOHRERJ,MAGLIOP.Emergenceofservicescience:servicessciences,management,engineering(SSME)asthenextfrontierininnovation[EB/OL].(2005209208)[2006210210].[2]IBM.Servicescience,managementandengineering(SSME)[EB/OL].[200722227].[3]LIQi,GAIJianhua,PENGLifang.Strategyforthedevelop2mentofChina’smodernserviceindustryundertheneo2econom2icscircumstances[J].ProductivityResearch,2006(5):1642166(inChinese).[,,.[J].,2006(5):1642166.][4]CHESBROUGHH,SPOHRERH.Aresearchmanifestoforservicesscience[J].CommunicationsoftheACM,2006,49(7):35240.[5]RUSTRT,MIUC.Whatacademicresearchtellsusaboutservice[J].CommunicationsoftheACM,2006,49(7):49254.[6]JOBITNERM,BROWNWS.Theevolutionanddiscoveryofservicesscienceinbusinessschools[J].CommunicationsoftheACM,2006,49(7):73278.[7]MAGLIOPP,SRINIVASANS,KREULENJT,etal.Servicesystems,servicescientists,SSME,andinnovation[J].CommunicationsoftheACM,2006,49(7):81285.[8]FELDMANSI,NATHANKS,LIT,etal.Theclarioncallformodernservices:China,Japan,Europe,andtheU.S.[J].CommunicationsoftheACM,2006,49(7):86287.[9]HILLT.Ongoodsandservices[J].ReviewofIncomeandWealth,1977,23(4):3142339.[10]LYNNSHOSTACKG.Howtodesignaservice[J].Europe2anJournalofMarketing,1981,16(1):49263.[11]SHOSTACKLG.Designingservicesthatdeliver[J].Har2vardBusinessReview,1984,62(1):1332139.[12]CONGRAMC,EPELMANM.Howtodescribeyourservice364113