Title: Data uncertainty assessment and information flow analysis for product-service systems in a library case study

Authors: Christopher Durugbo, John Ahmet Erkoyuncu, Ashutosh Tiwari, Jeffrey R. Alcock, Rajkumar Roy, Essam Shehab

Addresses: School of Applied Sciences, Cranfield University, Bedfordshire, MK43 0AL, UK. ' School of Applied Sciences, Cranfield University, Bedfordshire, MK43 0AL, UK. ' School of Applied Sciences, Cranfield University, Bedfordshire, MK43 0AL, UK. ' School of Applied Sciences, Cranfield University, Bedfordshire, MK43 0AL, UK. ' School of Applied Sciences, Cranfield University, Bedfordshire, MK43 0AL, UK. ' School of Applied Sciences, Cranfield University, Bedfordshire, MK43 0AL, UK

Abstract: The provision of service is increasingly becoming a key driver for delivering customer value. This emphasis on service provision is promoted by approaches such as Product-Service Systems (PSSs) that deliver value in use based on integrated products and services. However, to achieve effective delivery of services, it is important to manage information flow and data uncertainty associated with information requirement. The paper proposes a methodology that consists of: (a) the assessment of data uncertainty through the numeral, unit, spread, assessment and pedigree approach and a pedigree matrix consisting of data uncertainties to be scored based on their influence on the system; and (b) the analysis of information flow by means of data flow diagrams that depict information exchanges and an info-dynamic engine that measures the efficiency and recommends improvements for information flows in PSSs. A library case study was undertaken to show how such a methodology can be applied.

Keywords: data uncertainty; PSS; product-service systems; information flow; service; library systems; service provision; service delivery; information management; data flow diagrams.

DOI: 10.1504/IJSOI.2010.037002

International Journal of Services Operations and Informatics, 2010 Vol.5 No.4, pp.330 - 350

Published online: 20 Nov 2010 *

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