Youngjung Geum

A systematic approach for diagnosing service failure: Service-specific FMEA and grey relational analysis approach

In any organization, the importance of failure management cannot be mentioned by a single word. However, most failure analysis is dominated by the manufacturing sector, despite the increasing importance of the service sector. In response, this paper proposes a systematic approach for identifying and evaluating potential failures using a service-specific failure mode and effect analysis (service-specific FMEA) and grey relational analysis. The proposed approach consists of two stages: construction of service-specific FMEA and application of grey relational analysis. The first stage, construction of service-specific FMEA, aims at incorporating the service specific characteristics to the traditional FMEA, providing 3 dimensions and 19 sub-dimensions, encompassing the service characteristics. At the second stage, grey relational analysis is applied to calculate the risk priority of each failure mode to deal with the necessities of a flexible evaluation framework under these interrelated multi-dimensions. The proposed approach is expected to help the service managers to manage the service failure within the systematic framework. This paper contributes to the field in that it incorporates the service-specific characteristics to the traditional FMEA, as well as providing the appropriate evaluation framework using grey relational analysis.

Modularizing services: A modified HoQ approach

Compared with manufacturing, the modularization of services has rarely been dealt with, despite its potential benefits. More specifically, the question of how to modularize services in the practical context is still an unexplored subject. In response, this paper proposes a solid framework for service modularization, by employing and modifying the House of Quality (HoQ) structure in Quality Function Deployment (QFD) using two ways: driver-based approach and interrelationship-based approach. Firstly, module drivers representing the service characteristics are identified through a comprehensive literature review. In this step, twofold module drivers are identified: one for common and the other for service-specific. Secondly, by considering the interdependent nature of service offering, service is decomposed according to the three predefined dimensions: service process, service outcome, and prerequisites for the service. Service modularization is then conducted using HoQ structure; the relationships between module drivers and decomposed service components are analyzed in the Strategic Modularability Matrix (SMM), whereas the interrelationships among service components are identified in Interrelated Components Modularability Matrix (ICMM). Finally, a clustering analysis is conducted to identify the module candidates. In order to illustrate the utility of the proposed approach, a restaurant service is exemplified. This study contributes to the field by filling the void left by the service sector by applying the service-specific module drivers to modularize services, as well as analyzing the relationship among service components using three interrelated dimensions.

Combining technology roadmap and system dynamics simulation to support scenario-planning: A case of car-sharing service

Abstract Due to the volatile market environment, the use of scenario approach comes to the forefront in business strategy. As a means of scenario planning, several approaches have been proposed and conducted. However, previous research, mainly having resorted to the expert judgment for planning and evaluation, still remains conceptual and lacks a systematic link to the planning process. In response, this paper provides an integrative approach to the technology roadmap and system dynamics to support scenario planning. The proposed approach consists of three parts: scenario building, technology roadmapping, and system dynamics simulation. The first step is to construct the scenarios which are used as inputs for the scenario planning. Second, technology roadmap is developed, incorporating the scenarios built in the first step. The technology roadmap works as a strategic framework to realize the hypothetical scenarios, linking the external and hypothetical business and internal strategies. Finally, the strategic model for technology roadmap is transferred to the operational viewpoint using system dynamics. When the simulation ends, the result of each scenario is reflected to the technology roadmapping, making the multi-path technology roadmapping. As an illustrative example, three scenarios of car-sharing business are developed and analyzed.

Application of fault tree analysis to the service process: service tree analysis approach

Purpose – This study aims to propose a tree‐based analytic tool that may be used in analyzing a large‐scale and complex service process. The tenet of this tool is based on the Boolean logic and named service tree analysis (STA). The proposed STA aims to reflect the customer participation perspective and to propose how to analyze the service process and deduce useful information.Design/methodology/approach – Fault tree analysis is used as an underlying methodology since it has a Boolean logic to describe the customers selection of each element and identifies critical events. Taking these advantages of the fault tree, the proposed STA consists of three main parts; service tree construction, qualitative analysis, and quantitative analysis. First, a service tree is constructed depending on how the service elements are selected by the customer; If the subordinate events are always selected by customers, they are linked with an AND gate, otherwise, with an OR gate. Next, in the qualitative analysis, service el...

Identifying technological opportunities using the novelty detection technique: a case of laser technology in semiconductor manufacturing

While identification of technological opportunities has received considerable attention, previous studies have some weaknesses in terms of subjectivity when finding the opportunities in practical terms. This paper proposes a systematic framework to identify technological opportunities, focusing on objective evidences which are specific and practical to be used in a business environment. To do this, we used patents as a source and employed a novelty detection technique whose primary object is detecting the novel pattern. To begin with, the patents are collected from the United States Patent and Trademark Office (USPTO) database. These patents are then pre-processed into a structured keyword vector that can represent the characteristics of each patent. These keyword vectors are then used to analyse the new and emerging pattern, using the novelty detection technique. As the final step, the results are analysed to identify the technological opportunities. A case study on laser technology in lithography is presented to show the proposed framework.

Patterns of Innovation in Digital Content Services: The Case of App Store Applications

Abstract This paper suggests patterns of innovation in digital content services and analyzes the empirical cases in an attempt to investigate the characteristics of service innovation. The innovation of digital content services is classified into divergence and convergence of existing services into new, creative services. Accordingly, firstly, the structure of digital content services is defined using three core elements: platform, product, and process. Secondly, a typology of innovation in digital content services is proposed. In this paper, six types are identified for divergence and convergence respectively according to what components of digital content services are incorporated. Lastly, the typology is characterized and illustrated using examples fom the applications of App Store. The paper provides a basis of the research for service innovation in digital content services by exploring the patterns of innovation, which is crucial to the development of sector-specific innovation model and effective new service development.

FMEA-based portfolio approach to service productivity improvement

The conceptual approach has contributed significantly to service productivity, but it should be complemented by practical deliverable methods. This paper proposes a systematic framework for improving service productivity by employing the failure mode and effect analysis-based portfolio approach. By structuring and decomposing a service into a set of sub-processes, failure and innovation modes are identified and evaluated using different constituents, such as the severity and occurrence of failure mode, and the impacts and feasibilities of innovation modes. Innovation and failure portfolios are constructed, clarifying the values of opportunities. To illustrate the function of the proposed approach, hospital service is used as an example.

Development of technology roadmap for Product-Service System (TRPSS)

Nowadays, the body of literature has been almost unanimous for the needs of sustainable production and consumption. A Product-Service System (PSS) is a promising and prevalent concept for this purpose, selling an integrated offering of products and services, rather than selling a single product. Even PSS has received a great attention in both academia and practice; there has been a lack of research regarding the strategic planning of PSS under the systematic methodology. In response, this paper suggests a revised technology roadmap for product-service system (TRPSS), proposing three types of TRPSS by accommodating the different characteristics of PSS. Differentiating the three types of TRPSS, this paper also provides structural differences and implications. This paper contributes to the fields by firstly suggesting a technology roadmap for PSS, a promising and dominant business model today. Suggested TRPSS and differentiated three types of TRPSS can be flexibly used according to the business circumstances.

A dual quality function deployment approach for benchmarking service quality

Unlike products, customers can receive and experience services without charge in many cases, thus having more opportunities to make comparative judgements. Consequently, benchmarking, which evaluates comparative advantages of leading competitors and identifies best practices, has been employed by many service firms. As part of effort to extend its scope, integration of quality function deployment (QFD) and benchmarking has been proposed in previous research. However, sufficient analysis on activities of both firms, including its own firm and its competitor, was not possible due to the use of a single QFD. In response, this paper suggests a dual QFD as a means for benchmarking service quality. A dual QFD makes it possible to conduct detailed analysis on competitors activities and on relationship between activities of the two firms, which should be preceded by benchmarking. From the structural perspective, this paper modifies original QFD into dual QFD by relocating benchmarking matrix to the main frame and including activities of both firms. From the procedural perspective, this paper suggests how to use the suggested dual QFD for benchmarking.

How to identify the trends of services: GTM-TT service map

Recently, due to the explosive increase of services, firms have faced with challenges to analyze patterns and trends in services in an intuitive but objective ways. The notion of service map can be adapted to this end. Maps, in general, have been receiving a great deal of attention because of their potential as visualization tools that can allow people to visualize massive amounts of information. Specifically, the generative topographic mapping through time (GTM-TT) algorithm is suitable for dynamic analysis since GTM-TT provides a time-based clustering and change path. In response, this study proposes an approach for developing and using GTM-TT service maps consisting of a service clustering map and a service sequence map for analyzing service trends. The proposed approach, broadly, is comprised of four steps: (1) the construction of a database, (2) data preprocessing, (3) development of a GTM-TT service map, and (4) interpretation. The proposed approach is expected to aid in the identification of dynamic service trends.