Title: Service systems framework focusing on value creation: case study

Authors: Yuriko Sawatani, Kiyoshi Niwa

Addresses: Tokyo Research Lab., IBM, Tokyo, 1623-14, Shimotsuruma, Yamato, Kanagawa, Japan; Department of General Systems Studies, The University of Tokyo, 3-8-1 Komaba, Meguro-ku, Tokyo, Japan. ' Department of General Systems Studies, The University of Tokyo, 3-8-1 Komaba, Meguro-ku, Tokyo, Japan

Abstract: The impact of R&D on service businesses is increasing rapidly due to the movement to service economies. The shift to focus on the service businesses in manufacturing industries is affecting their internal business processes, including research organisations. In this paper, we studied an exploratory research experiment in a manufacturing enterprise toward service research, focusing on an advanced service research initiative. We are seeking to understand how best for research organisations to contribute to service businesses. A conceptual framework of service systems was developed. We conducted a survey and found that method creation is critical for the success of service projects, beyond technology creation. In addition, the primary outputs of service research projects vary based on the positioning of the service project in the framework. It is necessary to recognise the findings for the research management.

Keywords: service systems; service innovation; R&D management; innovation management; IT services; information technology; research and development; value creation; manufacturing firms; method creation; technology creation; research management.

DOI: 10.1504/IJWET.2009.031012

International Journal of Web Engineering and Technology, 2009 Vol.5 No.3, pp.313 - 326

Available online: 17 Jan 2010 *

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