InhaltsangabeInhaltsverzeichnis * Preface V I Service Engineering 1 Service Engineering: State of the Art and Future Trends 3 Klaus-Peter Fähnrich1, Thomas Meiren2 3 1 Introduction 4 1 Introduction 4 1.1 Standing out from the competition through innovative services 4 1.2 Services as an R&D object 5 2 Fundamental aspects of developing a service 7 2.1 Model for developing services 7 2.2 Use of methods and tools 9 3 Organisation of service development 11 3.1 Basic organisational alternatives 11 3.2 Dissemination in practice 12 4 Outlook 14 References 14 The Palm/Erlang-A Queue, with Applications to Call Centers 17 Avishai Mandelbaum, Sergey Zeltyn 17 1 Introduction 18 1 Introduction 18 2 Significance of abandonment in modelling and practice 20 3 Birth-and-death process representation 22 4 Operational measures of performance 24 4.1 Practical measures: accounting for Abandonment 24 4.2 Calculations: the 4CallCenters software 25 4.3 A general approach for computing operational performance measures 26 4.4 Relation between average wait and the fraction abandoning 27 5 Parameter estimation in a call center environment 28 6 Approximations 30 7 Applications to call centers 33 7.1 Erlang-A performance measures: comparison against real data 33 7.2 Erlang-A approximations: comparison against real data 34 8 Some advanced features of 4CallCenters 35 9 Some open research topics 38 9.1 Cost and revenue analysis 38 9.2 Extending Erlang-A: human behavior 40 9.3 Extending Erlang-A: structure of modern call centers 42 9.4 Uncertainty in parameter values 43 References 43 The Erlang-A queue: Useful formulae for the steady-state distribution and some performancemeasures 46 The Design and Development of Industrial Service Work 49 Holger Luczak, Christian Gill and Bernhard Sander 49 1 Introduction 50 2 Service Engineering as a New Research Discipline for Successful Service Design and Service Development 50 3 Service Planning for Promising Service Ideas 52 4 An Architecture for Service Conception 53 4.1 The Service Result Branch of the Architecture 55 4.2 The Service Process Branch of the Architecture 57 4.3 The Service Skills and Resources Branch of the Architecture 59 5 Application of the Architecture - Lessons Learned 61 6 Outlook 62 Acknowledgements 64 References 64 An engineering tool for the conceptual design of service systems 67 Reuven Karni1, Maya Kaner2 67 1 Services and service engineering 68 2 The system concept 69 2.1 General definition of a system 69 2.2 Distinctive characteristics of a service system 69 2.3 A system as an hierarchy of classifications and actualizations 70 2.4 The metamodel construct 70 2.5 A provisional metamodel for service systems 72 3 Fundamentals of service system design 77 3.1 Basic definitions 77 3.2 Conceptual design 78 3.3 Partitions of system attributes 78 4 Service system design methodology 78 4.1 Design methodology overview 78 4.2 Conceptual design of a product repair facility 79 5 Functions of the service system design tool 81 6 Further research 82 6.1 Correlations between problem/solution attributes and values 82 6.2 Eliciting owner requirements 83 6.3 Service typologies as a guide to service system design 83 References 84 Integrated Development of Software and Service 87 Dieter Spath1, Christian van Husen1, Kyrill Meyer2, Romy