Designing a Time-Aware Service System: Bridging the Front and Back Stages in a Service System Design

URI: http://repositories.cdlib.org/ischool/2008-018/

Luke Rhee, Designing a Time-Aware Service System: Bridging the Front and Back Stages in a Service System Design, School of Information, UC Berkeley, Berkeley, California, UCB iSchool Report 2008-018, February 2008
One of the problems in service design and deployment is time efficiency. This affects the quality of each service and, as a result, customer satisfaction. In other words, time efficiency has been one of the most critical factors in services' competitive power. Therefore, as an interdisciplinary research from the fields of industrial engineering, software and business, this paper considers the front and backstage of service systems in order to design a time-aware service systems that supports efficient service delivery and deployment. The applicability of this paper is demonstrated through the example of the government agency service.
ISD Symposium Spring 2008