service system
system concept
- A system is composed of a group of objects (each object has a series of attributes), the relationship between objects, and the relationship between object attributes. These objects may be tangible or intangible.
- A system refers to the orderly sorting and arrangement of scattered things to form a holistic whole.
- A system is a perspective generated by one or more observers based on their own understanding or perception of a certain phenomenon; this collection of perceived interrelated objects forms a unified whole to realize the flow of resources.
- A system is often used as a descriptor, defining a set of entities and a set of mathematical models on top of it.
service system
concept
The service system can be regarded as a socialized technical system.
A framework constructed based on the basic viewpoints of system theory, used to describe and explain the relationship between technical and non-technical elements contained in an organization.
In the service system, the service provider and the service demander meet the specific request of the customer through interaction according to a specific agreement, and then create value, and form a cooperative production relationship with each other.
example
- Healthcare delivery: Doctors see patients
Doctors, patients, other people or technology come together to create value - improve patient health - Enterprise informatization: software companies provide informatization services for enterprises
. Enterprises, software companies, other people or technologies participate together to create value——improving the status of enterprise informatization, increasing enterprise productivity and competitiveness
feature
A service system is a complex system, not only the "summation" of its internal components, but also the complex interaction between them.
There are many types of elements that make up the system, and the relationship between the elements is complex.
The interaction among the participating elements is strong.
The complex interactions between elements within a system are random, non-linear, and unpredictable in behavior.
System architecture and configuration may evolve frequently as requirements and resource provision change.
An important element of a service system is people; human behavior is difficult to model and simulate, which also makes the service system dynamic and open, forming a complex adaptive system.
The control right of the service system is dispersed in each element to form a distributed control system. When changes occur, all elements of the system evolve together.
Components
- Customer (customer): the proposer of service demand, the recipient of service, is the object that benefits from the system or is affected by the system.
- Goals: The purpose of the system, that is, the purpose of designing and realizing the service or service operation.
- Input: various physical, human, economic or information entities to be processed by the system; customers who will be provided with services (for example: patients who come to see a doctor).
- Output: various physical, human or information entities formed after system processing; customers who have been provided services (such as: patients who have undergone diagnosis and treatment).
- Process: The conversion from input to output is the whole process of providing services.
- Human enabler: A person who owns or participates in a service or operates a service system.
- Physical enabler: A physical resource that assists the system to run, and is an entity that provides resources to the service process.
- Information enabler: An information or knowledge resource that supports the system, and is an entity that provides knowledge to the service process.
- Environment: Factors such as various constraints or standards that affect the system to make the service meet a specific standard (for example, an online store requires 7*24 service hours).