Self-organising socio-technical description in service systems for supporting smart user decisions in public transport

Drăgoicea, Monica; Cunha, João Falcão e; Pătraşcu, Monica

doi:10.1016/j.eswa.2015.04.029

Cited by 15 publications

(15 citation statements)

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“…This paper aims to understand the structure of a service solution and the role of intertwined service functions in creating customer value. The selected approach links value co-creation interaction modelling and service network modelling to provide new insight into business strategies in complex environments (Dragoicea et al, 2015). Infrastructure management services in which the use of integrated services have recently emerged will be used as a case study to demonstrate the framework.…”

Section: Introductionmentioning

confidence: 99%

Creating value with integrated B2B solutions: an empirical study of network maintenance services

Pynnönen

Immonen

Hallikas

2019

IJSOM

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The objective of this paper is to analyse the structure of a network maintenance service solution and the role of intertwined service functions in creating value for customers. It is proposed that inherent in a solution are service functions highly valued by customers and connected with other service functions. These functions, which are the value drivers of the solution, are referred to in this paper as systemic service functions. It is necessary to identify these service functions in a solution's design to optimise the value of the whole solution. This study presents an empirical case analysis in the field of network maintenance services to enhance the understanding of value creation logic regarding integrated solutions. Social Network Analysis (SNA) and statistical methods will be applied to analyse a survey sample of the network service provider's customer companies. The SNA approach serves to describe service function structure from a customer perspective. Regression analysis will be applied to connect the expected value of the service solutions to the expected quality attributes. The findings indicate that systemic service functions commonly relate to routine processes and are bound by a usage context in customer problem-solving domains. This research is expected to open up the structural role of systemic service functions in service solutions and supply chain integration, as well as provide the means to analyse service design and value creation systematically in solutions.

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Section: Introductionmentioning

confidence: 99%

Creating value with integrated B2B solutions: an empirical study of network maintenance services

Pynnönen

Immonen

Hallikas

2019

IJSOM

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show abstract

Section: Introductionmentioning

confidence: 99%

“…Nevertheless, the need of efficient resource management (collect, process, analyze, and extract knowledge) and the need to improve patterns of interactions (value co-creation and governance) between transport service systems' stakeholders are also emphasized. 26,27 According to the service dominant logic, 28 service systems are approached as dynamic configurations of resources where value co-creation processes can be highlighted. 29,30 In this respect, a new perspective on value has emerged, and different disciplines related to management, social science, engineering, computer science, design and arts, are explored today to create improved knowledge on how an effective value creation process is enabled and put into practice.…”

Section: Introductionmentioning

confidence: 99%

“…[41][42][43][44][45][46][47][48] The implication of agent technology to various evolution directions related to smart transportation is demonstrated by the broad application of academic and industrial research results. Some examples include urban traffic management, [49][50][51] planning, operation, and control of transport systems, 1,52,53 staff scheduling and rostering and resource allocation for public transport service delivery, [54][55][56] design of intelligent vehicles that act as agents in an information integrated network, 57 empowering transport service customers with information about their transportation choices, 26,58 or evaluation of environmental impact of transportation modes. 5 The case study presented in this paper approaches the development of improved service offerings in a public transport service company.…”

Section: Introductionmentioning

confidence: 99%

“…It introduces an agent-based modeling and simulation perspective on value co-creation service interactions in a public transport service for the proposed SRR working scenario. This case study uses an agent-based implementation model for requirements modeling and simulation as proposed by Dragoicea et al 26 A simulation is performed in order to evaluate the interactions between different public transport service systems' stakeholders. The global environment in which these players interact is considered a socio-technical system using shared resources (including drivers, buses, dispatchers, and information acquired through pervasive mobile smart devices).…”

Section: Introductionmentioning

confidence: 99%

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Service interactions modeling for improved management of public transport systems

2016

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This paper shows how service science principles may be used for engineering and realizing improved public transport services. It approaches a value co-creation perspective for the management of public transport service operations based on an activity-based model of a generic service system that allows capturing requirements for software intensive service systems. The main focus is on specific implementation issues of the activity-based model of the generic service system, with a strong accent on its most representative component, the service set-up and configuring unit. This model is applied in a case study for planning of a public transport service and describes how a specific service reconfiguring request is formulated. This examination is further used as a document of requirements that drives the construction of an agent-based model expressing value-creation interactions among service system’s stakeholders in public transport services. The usefulness of the developed agent-based model for the analysis of service systems operational capabilities is suggested through simulation. A business scenario related to the management of public transport services is described, and the defined agent-based model is executed with the Presage2 multi-agent programming platform in order to capture specific issues of piece-of-work planning. The proposed approach, evaluated on the simple working scenario, fosters the role of service interaction modeling in supporting a public transport service system to dynamically adapt its operational capabilities in delivering good public transport services, as more or less quantifiable changes can affect service delivery over time.

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A systematic literature review of sociotechnical systems in systems engineering

Polojärvi

Palmer

Dunford³

2023

Systems Engineering

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Systems engineers use the term sociotechnical system in academic literature and in their practice. Sociotechnical systems are gaining more attention as systems engineers aspire to address the social elements of their systems engineering practice as well as societal challenges, such as those included in the International Council on Systems Engineering (INCOSE) Vision 2035. Even though there is a basic working definition of sociotechnical system in the Systems Engineering Book of Knowledge (SEBoK), use of the term varies in systems engineering literature depending on application domain. As systems engineering research and practice venture into social domains, it is critical that systems engineers have a shared understanding of terms they use as a foundation of knowledge and practice. To contribute to this foundation, this study is a systematic literature review of how the term sociotechnical system is used in systems engineering literature. We used the Preferred Reporting Items for Systematic Reviews and Meta‐Analyses (PRISMA) methodological framework and Web of Science (WoS) for conducting the systematic literature review. We only included peer‐reviewed systems engineering academic papers in this study, and these papers had to either explicitly define the term or implicitly define it by context in the paper. In total, 61 papers were included after inclusion criteria were met, and these were evaluated and synthesized into definition categories. Evaluation and synthesis were conducted according to the PRISMA framework by the study authors in order to manage bias. We found that most papers use sociotechnical system generically as a system that includes social (people) and technical elements. Papers with more refined definitions of sociotechnical system stem from two distinct theoretical traditions: ergonomics/safety and philosophy of engineering. We do not aim to propose a single, normative definition of sociotechnical system. This study is limited by including only systems engineering literature since sociotechnical system has established definitions in other disciplines (e.g., social sciences disciplines). However, the outcome of this study provides systems engineers with documented understanding of how the term sociotechnical system is used within systems engineering.

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Self-organising socio-technical description in service systems for supporting smart user decisions in public transport

Cited by 15 publications

References 43 publications

Creating value with integrated B2B solutions: an empirical study of network maintenance services

Creating value with integrated B2B solutions: an empirical study of network maintenance services

Service interactions modeling for improved management of public transport systems

A systematic literature review of sociotechnical systems in systems engineering

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