Abstract
Customised services are an important source of revenue for many companies, particularly those subscribing to mass customisation where customer satisfaction is paramount. In this paper, we extend concepts from platform-based product family design to create a new method for module-based service family design. The objective in this research is to introduce a method for identifying a service platform along with variant and unique modules to create a service family by integrating object-oriented concepts, ontologies and data-mining techniques. Object-oriented concepts were used to support service analysis and representation combining ontologies. Fuzzy clustering is employed to partition service processes into subsets to identify common modules - the platform - and specific modules for the given service family. To demonstrate the proposed approach, we apply the proposed method to select a platform for a family of banking services.
| Original language | English (US) |
|---|---|
| Pages (from-to) | 294-317 |
| Number of pages | 24 |
| Journal | International Journal of Services Operations and Informatics |
| Volume | 3 |
| Issue number | 3-4 |
| DOIs | |
| State | Published - 2008 |
All Science Journal Classification (ASJC) codes
- Management Information Systems
- Information Systems
- Computer Science Applications
- Management Science and Operations Research