Achieving Objective Values for Customers in Enterprise IT Solution Services

In this chapter, the authors discuss real business cases of IT solution services in the information industry. The concepts of two “service values” are introduced (i.e., “objective value” and “functional value,” which should be co-created by customer and service providers). The authors introduce the role of a “design office” to support this co-creation activity and propose the method of MUSE for designing successful IT solution services. Two cases of actual IT solution processes are analyzed from the viewpoint of service to demonstrate the effectiveness of the proposed concept.

An Analysis of Knowledge Space Concept and Recursive Approach for Servitizing in Manufacturing Industries

This chapter proposes a knowledge space concept and a recursive approach to servitizing in the manufacturing industry. Manufacturing companies need to move up the value chain and compete on the basis of value delivered rather than on the basis of typical products. Therefore, more corporations are adding value to their core corporate offerings through services, which is called servitization, and the strength of service activities within the manufacturing industry (servitization) has become the main source of competitive advantage. This chapter identifies two exclusive approaches to adapting servitization in the manufacturing industry called the knowledge space concept and recursive approach, which also explains the value co-creation process with customers through integrating “B-to-B to C,” which produces a company that is a value provider.

Service Sustainability

The main topic of this chapter is service sustainability. Currently, the modern economy has huge planet-wide sustainability issues. The authors focus on the sustainability of service and propose the perspective of a tripartite value co-creation for achieving service sustainability. In the perspective, service providers collaborate with customers to improve not only their mutual value but also enhance the value of natural capital by establishing a voice for nature in service processes. Questions for changing behavior to achieve sustainability of service are discussed.

New Trends in Service Science and Education for Service Innovation

Service science is a new trans-disciplinary science and technology in the 21st century. In this chapter, firstly, new definitions of service and new directions for service are described for innovations in various industries. Service science should cover not only traditional service industries but also important basic industries such as information or manufacturing industries. Then, the importance of a system’s approach to creating service values is emphasized. In particular, system science and knowledge science are important from the viewpoint of maximizing service value. Finally, education for service innovation considering such trends is proposed and evaluated by implementing it as a management course for professionals in business.

Consideration of Service Design for Internet Service Businesses

This chapter proposes a service design process and value co-creation model in Internet information service. Based on a service design survey and current main service design theories and methods, a value co-creation model of Internet information service is proposed, which includes “real time value co-creation” and “accumulated value co-creation.” Human-centered design process of service design for Internet information services is also proposed. This process is intended to take into account the characteristics of the co-value creation model of Internet information, improving the conventional process.

Service-Oriented Organizational Management System for an Information Systems Business

Recently, the globalization of information system business has expanded all over the world. In order to enhance the service quality of the business, the authors examine adopting the “value in use” concept to a traditional organizational management system based on GDL. Now, they face the improvement problems, which are defined as transformation from GDL-oriented organizational management systems into service-dominant logic-oriented organizational management systems. In this chapter, the authors describe how to transform from the GDL-oriented system into the SDL-oriented management system by using the “value in use” concept, which is deeply related to service value creation.

Value Creation in Information Business based on the Service Field

A new value creation approach to the information business is proposed based on the service field concept. The characteristic of value creation is situation dependent and similar to “value in use” in Service Dominant Logic (SDL). Therefore, the service field concept and KIKI model, which are proposed in Chapter 2 of this book, are applied to the information service business. First, the usefulness of the KIKI model and issues with it for information business are discussed. Then, a methodology of managing the KIKI model holistically in service business is proposed by using the Business Dynamic (BD) methodology. Finally, the service field concept is applied to Information Service Mediators (ISMs), and a new service mediator model based on SDL is proposed. The effectiveness of the service field concept is emphasized in this chapter.

Knowledge Transfer in Product-Based Service Design

Recently, manufacturing companies have been moving into product-based service businesses in addition to providing the products themselves. It is not easy for engineers in manufacturing companies to create new service businesses. In order to design product-based services more effectively and efficiently, systematic design methods suitable for the service businesses have been proposed, which provide design processes, checklists, and patterns. However, inexperienced designers still feel difficulties because they cannot understand the meaning of the checklists and patterns. In this chapter, the authors propose knowledge transfer in product-based service design, in which structured design cases are used to understand and utilize the checklists and patterns in the service design method called DFACE-SI.

Trends and Issues in Service Business Innovations in Japanese Manufacturing Industry

Trends and issues in service business innovation in the Japanese manufacturing industry are discussed in this chapter. The manufacturing industry in Japan is rapidly changing to not only supply products but also provide solutions to customers. However, the business procedures and evaluations to manufacture products and supply services seem to have quite different aspects. That might raise issues for doing service business in manufacturing firms: service business models, quality and productivity of services, cost estimates and prices of services, establishment of management systems for service businesses, collaboration between second and third industrial sectors with service businesses, stable business management with products as flows, and services as stock businesses. These subjects and two case studies on advanced service businesses, such as a construction machinery company and an instrumentation company, are discussed.

The Design of Service Systems Architecture for Building Smart Public Infrastructures

This chapter shows a systems technologies framework to lead the approach to design information service system architecture standing on the systems concept. It also presents application examples for building smart public infrastructures. Moreover, it shows that a systems concept, autonomous decentralization, gives a consistent design approach for the reference architecture, the concrete architecture, and the implementation. The presented service system provides an autonomous process for a service receiver to get valued information changing the state of the receiver. The example of the service system provides, recursively, the information to see in smart public infrastructures (MIERUKA in Japanese) for rapid decision making among stakeholders in the business process.