A Service Practice Approach View Full Text


Ontology type: schema:Chapter     


Chapter Info

DATE

2010

AUTHORS

Cheryl A. Kieliszewski , John H. Bailey , Jeanette Blomberg

ABSTRACT

In the practice of designing and engineering business systems, work is often defined and represented by a series of activities comprised of discrete tasks performed in a prescribed sequence, within a particular timeframe and set in the context of a particular technology. These elements are often reduced to a set of controlled system inputs and outputs, ignoring the complex interactions that need to be supported in highly collaborative work systems endemic of service systems . It is our position that designing and engineering service -based systems requires a new approach to understanding the interactions between the people, information technology and activities needed to enable services. We have approached service system design from the perspective of investigating and understanding work practices as the basis for system innovation . As such, our focus is on understanding what people actually do in practice, including their use of information, tools, methods and the relationships amongst these elements. This paper describes a practice-based approach for investigating work in service organizations. We argue for a need to understand work from the practice perspective, describe our practice-based approach, present a new way to represent work using practice diagrams, provide a case study as an example of our approach and make recommendations for future research. More... »

PAGES

283-305

References to SciGraph publications

  • 1995. Workflow From Within and Without: Technology and Cooperative Work on the Print Industry Shopfloor in PROCEEDINGS OF THE FOURTH EUROPEAN CONFERENCE ON COMPUTER-SUPPORTED COOPERATIVE WORK ECSCW ’95
  • 1999. The Inmates are Running the Asylum in SOFTWARE-ERGONOMIE ’99
  • Book

    TITLE

    Handbook of Service Science

    ISBN

    978-1-4419-1627-3
    978-1-4419-1628-0

    Author Affiliations

    Identifiers

    URI

    http://scigraph.springernature.com/pub.10.1007/978-1-4419-1628-0_13

    DOI

    http://dx.doi.org/10.1007/978-1-4419-1628-0_13

    DIMENSIONS

    https://app.dimensions.ai/details/publication/pub.1025856272


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