A method for platform identification to support service family design Online publication date: Wed, 19-Nov-2008
by Seung Ki Moon, Timothy W. Simpson, Jun Shu, Soundar R.T. Kumara
International Journal of Services Operations and Informatics (IJSOI), Vol. 3, No. 3/4, 2008
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.
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