Definição da Wikipedia

Vale ou não vale?

clipped from en.wikipedia.org Service design Service Design is the activity of planning and organizing people, infrastructure, communication and material components of a service, in order to improve its quality, the interaction between service provider and customers and the customer's experience. The increasing relevance of the service sector, both in terms of people employed and economic importance, requires services to be accurately designed. The design of the service may involve a re-organization of the activities performed by the service provider (Back office) and/or the redesign of time and place in which customers come in contact with the service (Front office).

Simulação dentro do tema processos

Interessante o post sobre processos, mas que acabou enveredando por simulação...

Está grifado abaixo...

Essa discussão vem associada a de se fazer ou não uma detalhada etapa de modelagem da situação atual, as is, sendo vinculada a metáfora da "analysis paralysis". Não concordo, neste caso, com as defesas que falam SEMPRE fazer e NUNCA fazer. Creio ser realmente caso de investigação no momento do conhecimento da realidade do projeto (não no momento da pré-venda, como sugeriram).

...

Daniel

Bruce Silver, an independent analyst who focuses on BPM, wrote a pretty interesting post about simulators back in March of this year called Is Simulation Fake? .

It’s a fair question. There are so many parameters and variables in a typical business process that it is hard to conceive of being able to represent the entire process in a model that takes it all into consideration properly. The newest release of Insight360 has almost all the features (and I feel all the important ones) that Bruce says are needed to keep a simulator from being fake. There is one concept it is missing that he speaks of that I had never even heard of before. This is the first scenario he talks about regarding predictive performance analysis in which he suggests one ought to be able to measure the process improvement at the model level. In other words, there should be some empirical process efficiency rating for a process or at least a way to measure one against the other that factors in how many activity hand-offs there are, points of failure, built-in time or resource constraints, etc. There ought to be some efficiency measurement you can know without having to run the scenarios with varying resources to see the improvements. Cool idea. We don’t have that yet though.

http://full-leverage.com/2007/09/17/you-cant-manage-what-you-cant-measure/?referer=sphere_related_content/

http://www.brsilver.com/wordpress/2007/03/08/is-simulation-fake/

O modelo eSCM

Esta é uma idéia do que é o modelo eSCM, ou eSourcing Capability Model, que se materializa através de dois livros de práticas coordenados pela Carnegie Mellon.

Client Organization;
Service Provider;

O objetivo não é único, mas a existência deste material visa dar alicerce para comparação e melhoria de desempenho, e visa avaliar e priorizar iniciativas frente às capacidade de entregar o resultado prometido.

Algumas imagens do modelo que se destacam na minha opinião.

Referências sobre processos

Além destes abaixo, o Malone (post mais antigo meu) também está na roda.

clipped from www.bpm-research.com Ackoff, R. "Toward a system of systems concepts," Management Science (17:11) 1971, pp 661-671. Leymann, F., and Altenhuber, W. "Managing business processes as an information resource," IBM Systems Journal (33:2) 1994, pp 326-348. Leymann, F., and Roller, D. "Workflow-based applications," IBM Systems Journal (36:1) 1997, pp 102-123. Mahling, D.E., Craven, N., and Croft, W.B. "From Office Automation to Intelligent Workflow Systems," IEEE Expert (10:June) 1995, pp 41-47. Georgakopolous, D., Hornick, M., and Sheth, A. "An Overview of Workflow Management: From Process Modeling to Workflow Automation Infrastructure," Distributed and Parallel Databases (3:2) 1995, pp 119-153. Kettinger, W.J., Teng, J., T.C., and Guha, S. "Business Process Change: A Study of Methodologies, Techniques and Tools," MISQ:March 1997. Here are some sources for definitions around systems, workflow and BPM (all in peer reviewed journals):