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Service Engineering - University of Pavia Concept, structure, and research topics

Service Engineering - University of Pavia Concept, structure, and research topics. gianmario.motta@unipv.it - www.unipv.it/ingegneria. A3. A1. R. O. A4. A2. Science & Technology. IE. Business Models & Processes. People & Culture. Service Engineering - agenda. Introduction.

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Service Engineering - University of Pavia Concept, structure, and research topics

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  1. Service Engineering - University of Pavia Concept, structure, and research topics gianmario.motta@unipv.it - www.unipv.it/ingegneria

  2. A3 A1 R O A4 A2 Science & Technology IE Business Models & Processes People & Culture Service Engineering - agenda Introduction Service Engineering curriculum Business Analysis Class Service Engineering MS in University of Pavia - 081125

  3. Service Engineering as a discipline Science & Technology SSME SE Pavia People & Culture Business Models & Processes • Manifesto of SSME (Service Science Management and Engineering): Communications of ACM (July 2006) • Convergence of Business/ Management, Engineering and Sociological Disciplines • From 2005-2006 SSME majors & minors worldwide • Asia Pacific • USA & Americas • Europe • University of Pavia : first major in Europe (Service Engineering MS) with an Engineering orientation Service Engineering MS in University of Pavia - 081125

  4. University of Pavia : the structure Economics Humanities Medicine Political Sciences Engineering Math & Natural Sciences Pharmacy Musicology Law Services Science established in 2006 1st Services MS in UE Award by IBM 2006 Environ-ment Cons-truction & Architecture Mechanical “Information Class” Electronic Bio Informatics Services Engineering : 3,2k students & 200 professors Service Engineering MS in University of Pavia - 081125

  5. University of Pavia • Located at 30 km from Milan (40 minutes drive) • Born as Studium in 9th century • Founded in 1361 by Gian Galeazzo Visconti Duke of Milan • Excellence in Natural Sciences • G. Cardano (cubic equations, cardanic suspension, medicine) • A. Volta (Battery, Electricity) • C. Golgi (Neuron theory, 1906 Nobel prize) • Over 20k students Milan Pavia Service Engineering MS in University of Pavia - 081125

  6. A3 A1 R O A4 A2 Science & Technology IE Business Models & Processes People & Culture Service Engineering - agenda Introduction Service Engineering curriculum Business Analysis Class Service Engineering MS in University of Pavia - 081125

  7. Services Engineering curriculum : requirements MS -Services Engineering (2 years and 120 credits ) Bachelor (3 years and 180 credits ) • Zero-debt • Information Engineering • Information class (Bio, Electronics): small debts • Variable-debt • Undergraduate Engineering • Undergraduate Computer Science • No access • Economics • Humanities • Other scientific Bachelors Service Engineering MS in University of Pavia - 081125

  8. Service Engineering curriculum: structure of classes (2008) Business / Service Engineering (45) IT Foundations (25) Math & Elective Classes (20) Thesis (30) Business Analysis (10) Software Engineering (5) Numerical Methods (5) Thesis Design of Digital Services (10) Data Base Design (5) Data collection & analysis techniques (5) Final classes or internships or ECDL certifications Core Classes Enterprise Systems (10) Network Architecture(5) An elective class in Math (5) Control Systems (5) or elective class Hardware Architecture (5) An elective class (free choice) (5) Total credits : 120 Duration: 2 years (4 semesters) Organization Theory (5) Multimedia Tech & Systems (5) Innovation Economics (5) Service Engineering MS in University of Pavia - 081125

  9. Service Engineering curriculum: classes (list) SEM 1 - Foundations • Organization Theory • Data Base (advanced) • Sw Engineering (advanced) • Multimedia Technologies and Systems • Numerical Methods • Data collection and analysis techniques SEM 3 - Analysis & design • Business Analysis 2 • Enterprise Systems 2 • Design of Digital Services 2 • Innovation Economics • Computer Networks • Elective class (see C) SEM 2 - Analysis & design • Business Analysis 1 • Enterprise Systems 1 • Design of Digital Services 1 • Hardware architecture LS • Elective class A (see) • Elective class B (see) SEM 4 - Thesis • Stages and certification on choice (EUCIP Base / Elective certification, Regulation etc.) • Dissertation Service Engineering MS in University of Pavia - 081125

  10. Services Engineering: “Business Analysis” Business Analysis 1 - AS-IS • Business process mapping • Business performance analysis • Systemic diagnosis • Systemic design to be Business Analysis 2 - TO-BE • Information requirements modeling (UML and other) • Solution prototyping • Started in 2003 in Politecnico as Business Process Analysis Lab • Politecnico of Milan (Industrial Engineering) • Service processes: 1.800 students (2003 to 2008) • SCM Processes: 200 students (2003 to 2005) • Pavia & Mantua (Service Engineering) • Business Analysis: 70 graduate students (2006 to 2008) • International cooperations : • I-School (University of Syracuse, USA) : Undergraduate and graduate Business Process Analysis Service Engineering MS in University of Pavia - 081125

  11. Enterprise Systems 1: CRM CRM building blocks and architecture of Siebel platform Sales and contact centre transactions (team work) CRM analytics : case study Enterprise Systems 2: ERP & SCM ERP building blocks and architecture of the SAP platform Software selection: case study Fit-gap analysis & prototyping (team work) Services Engineering: “Enterprise Systems” Service Engineering MS in University of Pavia - 081125

  12. Module 1 Business services Conceptual foundations and service case-studies Project assignment : design and prototype a real life service Lectures/ case studies on design phases Feasibility and project roadmap Prototype and discuss project Module 2 Service control systems IT and Business Service Monitoring Systems Main methodologies for IT sign : ITIL and alike Lectures and case studies on design phases Assessment of feasibility and design project roadmap Prototype and discuss project Services Engineering: “Design of Digital Services ” Service Engineering MS in University of Pavia - 081125

  13. Services Engineering: “Management Information Systems ” • Foundations • Planning & Control Systems: Architecture & Processes • Budgeting • Management Reporting • Design roadmap of Control Systems • Activity Based Costing (ABC) • Survey of DSS & BI platforms • Practicum: assignment of a Corporate Management Control System: • Lab 1 – Develop & implement a multidimensional control model • Lab 2 – Design & implement a reporting system Service Engineering MS in University of Pavia - 081125

  14. A Classes (foundations) Optimization A class on Math B Classes Management Information Systems Industrial Automation Artificial Intelligence in Health Care C Classes Man machine interaction Relational Marketing Innovation Management Service Economics DSS for Health Care Free choice D Classes EUCIP Base Certificate EUCIP Elective Certificate for Business Analyst or Information System Analyst Regulations for professions Design, management and production of goods and services Management techniques for self employed jobs Manufacturing Processes and Organization Design lab Service Engineering curriculum: elective classes Service Engineering MS in University of Pavia - 081125

  15. Service Engineering curriculum : teaching approach • LEAR Recursive approach LEAR • L- Lecture • Professors illustrates concepts & case examples • E- Exercise • Professor shows how to use concepts by exercises • A-Assignment • Professor assigns analysis or design tasks on a given case study • Student teams develop a deliverable (homework) • R- Review • Student teams present a draft in a plenary session and/or in face to face meeting • Professor reviews the draft • Student teams finalize the draft according to recommendations Service Engineering MS in University of Pavia - 081125

  16. Service Engineering curriculum : evaluation schema (core classes) • The evaluation framework sums • 1/3 the value of the team work that has been reviewed during the class in terms of • Completeness • Consistency • Creativity • Format and editing • 1/3 the contribution of the individual student: the student should show to know the work made (individual output) • 1/3 the comprehension of the principles used in the project (foundations) Service Engineering MS in University of Pavia - 081125

  17. A3 A1 R O A4 A2 Science & Technology IE Business Models & Processes People & Culture Service Engineering - agenda Introduction Service Engineering curriculum Business Analysis Class Service Engineering MS in University of Pavia - 081125

  18. Business Analysis:Role of case studies • Cases studies • Raw material for analysis of business processes • Based on research on an industry (e.g. finance) • Monomyth i.e. story of a customer or a manager experiencing the process phases • Overall background also for process drivers and performances • Integrated by further research by students on public sources • Students produce deliverables that document each analysis and design phase Service Engineering MS in University of Pavia - 081125

  19. Business Analysis Structure of syllabus and deliverables Business Analysis 1 Business Analysis 2 Enterprise Process Mapping Business Process Flow Deliverable 1 Business performances AS-IS Use cases Deliverable 5 Deliverable 2 Benchmarking Class/ Database Design AS-IS Analysis TO-BE Design (JBOSS targeted) Deliverable 3 Process organizational drivers AS IS GUI Design Design of the solution TO BE Prototype Deliverable 6 TO-BE Design Deliverable 4 Design of project TO BE Service Engineering MS in University of Pavia - 081125

  20. Business Analysis:List of case studies Supply Chain Management Management of service chains Manufacturing Utilities & miscellaneous Financial services Healthcare • MTS - “Lab chair” (furniture) • MTS – “Pirelli Cable” • ETO - “Waterstar” (Pumps) • ETO -“Elevator2” • “Elevator 1” Customer Care • “Super Energy” Customer management in power utilities • “Dreamtour” tourism management • “Super Banca” Mortgage loans • “Colibrì” Insurance Subscription • “Radiologia” - Service to patient • “Lab Analisi” : internal operations Service Engineering MS in University of Pavia - 081125

  21. Pick from warehouse Mngt processes Primary pro-cesses Support processes Enter Request Confirm & Deliver Fulfill request Pick from automated warehouse Pick form manual warehouse Search on shelves Deliver Select cell Pick from cell Unload on AGV Business Analysis 1 : Deliverable 1 - Map of business processes • 1. Enterprise level: business process portfolio (T- Model) • All primary & support processes • Comments needed • 2. Enterprise level/b • Breakdown & specialize the target enterprise process to CRASO processes. • Focus the target process • Structure chart (UML) • Comments needed • 3. Process level • Breakdown & specialize the target process to elementary business activities • Comments Service Engineering MS in University of Pavia - 081125

  22. A business process is end-to-end and exists only with a client This concept is summarized by the CRASO definition: C – Customer R - Request made by customer A – Activities performed to produce and deliver the output S – Organizations which cooperate in the process chain O – Output delivered to the customer (physical or virtual) Business Analysis 1 – Deliverable 1 - the CRASO concept Customer S1 … Sn A3 A1 Request Output A4 A2 Service Engineering MS in University of Pavia - 081125

  23. Business Analysis 1 - Deliverable 2 - Business performances AS-IS Analysis scope: which KPI, stakeholder, processes are analyzed (2-3 pages ) KPI selection from the standard grid (10 in total and at least 2 for each stakeholder) Cross KPIs with CSFs Enterprise CSFs: about 5, strategic & measurable (2–3pages) Benchmarking Sustainability assessment KPI robustness assessment KPI cards(10) Comments on the sample, research finding and gaps versus the case (5-10 pages ) Comments on balance / unbalance of performances (2-3 pages) Comments on robustness (2-3 pages) Cards should comment performance values Where quantitative value impossible, use quality scales Service Engineering MS in University of Pavia - 081125

  24. Business Analysis 1 - Deliverable 2 - Stakeholder view of performances (HIGO) • & (Performance metrics, stakeholder classes) • Same metric but different meanings for different stakeholders: • Cost to manager = resources consumed • Cost to customer = price + effort / time needed • Cost to worker = effort required to perform tasks Performance metrics Stakeholder classes Service Engineering MS in University of Pavia - 081125

  25. Business Analysis 1 – Deliverable 3 – Business driver analysis AS-IS 1. Assessment scope 2. Analysis of drivers 3. Summary 4. Appendixes All you want to add to support the evaluation : statistical analysis, fishbone nalysis etc. The scope is the same as the one of the analysis of performances: anyway specific elements should be stated Choose from the checklist applicable rationales Document assessment of each driver 1 Activities 2 Organization 3 Skills 4 Rewarding and planning system 5 Technology strategy • Management summary on : • Critical areas • Improvement areas • Grid of drivers • Conclusions Service Engineering MS in University of Pavia - 081125

  26. Business Analysis: Deliverable 3 - Business driver analysis framework Output design Control variables Workflow Sequence Reward & control System Control lifecycle Rules Control technology Enterprise structure Application architecture Organization Work organization Computer Architecture Process ownership IT Data Architecture Process / Job Skills Performances & security Skills Knowledge & Education System Context factors & cost Workload Service Engineering MS in University of Pavia - 081125

  27. Business Analysis: Deliverable 3 – Business driver analysis framework • WORKFLOW ANALYSIS CHECK LIST • Value of activities • Does the activity add value to the output? • Is the activity designed to obtain the output the customer asks for? • xxxxxx • Value of business rules • xxxx • xxxx • Value of process design • Xxxx • xxxx Checklist to analyze framework variables Service Engineering MS in University of Pavia - 081125

  28. Business Analysis: Deliverable 3 –Analysis of activity value: example Variable analyzed e.g. Activities value Solution guidelines You explain how the problem can fixed As-is Diagnosis You explain why a given activity is not optimal according to a rationale (e.g. does not add value) Flow of the process The analyst maps the as-is flow Activities commented are put into evidence (e.g. in yellow) Service Engineering MS in University of Pavia - 081125

  29. Business Analysis 1 - Deliverable 4 – Design of the solution Business Vision Key points of each solution proposed (c) Comparison of solutions Conclusions Vision (a) Activities Impact on performances Project duration Change impact BudgetManagement commitment Etc. Recommendations Solution 1 (b) Organization Solution 2 Competences (a) indicates the contribution to the corporate strategy and competitiveness (b) shows how each alternative can realize improvements and overcome critical points identified in the diagnosis (c) the analyst uses whatever modeling he wants Reward and control systems Technology Service Engineering MS in University of Pavia - 081125

  30. Business Analysis 1 - Deliverable 5 – Design of the project (+ info requirements) Project design (multiview framework) Information Requirements (a) Business Impact PBS Activity Diagrams Competitive impact • in Polytechnic of Milan produced by an integrated class; in Pavia replace the deliverable on project design • Information classes will be based since 2008-2009 to SIRE approach (Strategic Information Requirements) • To be replaced by Goal Oriented Methodology OBS Information Classes (b) Financial Impact WBS & GANTT Assembly Lines & Use Cases Organizational impact GUI (c) Project risk Service Engineering MS in University of Pavia - 081125

  31. Requirements collection & refinement Application development & testing User test and adption Application sw project IT architecture project Requirements collection & refinement Hw Installationion & Test Hw diffusion Analysis and design of processes Change management Organizational project Business Analysis 1 - Deliverable 5 –Multiview framework of projects Project checkpoints Issue Management Approvazionedel progetto Chiusura del progetto Activities planning & Control Project cost control Quality assurrance Communications Change management Configuration management SW Maintainance Architecture Evolutuon Service Engineering MS in University of Pavia - 081125

  32. Business Analysis: deliverable 5 Elicitation of information requirements (framework) Business Process Structure Business Process Flow Functional Requirements Architecture & Hierarchy Activity Diagrams Assembly lines Presentation Objectives Presentation / Navigation Req. Presentation Modeling (GOA) IDM diagrams Use Case Strategic Info Requirements DB Modeling GUI SIRE Strategic Info Requirements ER + R Diagrams Service Engineering MS in University of Pavia - 081125

  33. SELECT BOOK (CUSTOMER) BUY BOOK (CUSTOMER) SEND BOOK (WAREHOUSE) DELIVER BOOK (POST OFFICE) SHOW ORDER STATUS SEND ENTER DELIVERY ACCEPT CUSTOMER LOGIN SELECT BOOK BUY PICK CATALOG ORDERS BOOK INVENTORY DELIVERIES CUSTOMER DATA Business Analysis: summary • Analysis & definition of business process performances for • Management • Customer • Worker • Definition of a sustainable configuration of • Workflow • Organization structure • Skill (HR) • Reward and planning • Technology • Information requirements • Business process architecture & flow • Presentation / GUI • Data • Use Case 1. Define sustainable performances (performance analysis) 2. Design a sustainable business process (organizational driver analysis) 3. Design a performing system (UML analysis) Service Engineering MS in University of Pavia - 081125

  34. Service Engineering - appendix Research topics Publications

  35. BT for BP design Research Area Presentation GOA + Logical Model Data SIRE Service concept and objectives Business process PIM Perromamances HIGO Telecom Italia (partial) for IT Strategic Planning Consultancy organization for DMS / KMS Workflow Organization Structure Skill Reward and control system IT strategy Knowledge base HIGO 2 / FP7 Service Engineering MS in University of Pavia - 081125

  36. Research Area:HIGO 2 Service Engineering MS in University of Pavia - 081125

  37. HIGO 2 : Metamodel • Business Process KB metamodels have been developed e.g. MIT Process Handbook • HIGO introduces both performance and stakeholder perspectives • Also integrates the SLA concepts • Navigation is supported by a web application and an Eclipse plug-in Service Engineering MS in University of Pavia - 081125

  38. HIGO 2 : Screen MENU BAR TOOL BAR PALETTE EDITOR VIEW Navigation by Specialization & Decomposition NAVIGATION VIEW OUTLINE VIEW PROPERTY VIEW Service Engineering MS in University of Pavia - 081125

  39. Aggregated Business Entities ABE+ • The term ABE was firstly used in eTOM SID for the telco domain • ABE+ develops a complete methodology and provides a CROSS INDUSTRY NORMATIVE REFERENCE MODEL • It answers key issues: • What information business really needs? • How has been information computerized? • Current activities • ABE+ CAD tool prototype • ABE+ Web Repository of Best Practice Pattern • ABE+ Handbook (to be translated in English) Service Engineering MS in University of Pavia - 081125

  40. ABE+ : CAD tool prototype Service Engineering MS in University of Pavia - 081125

  41. Goal Oriented Analysis A real life example S = Structure C = Content A = Access N = Navigation P = Presentation I = Interaction O = Operation Service Engineering MS in University of Pavia - 081125

  42. Goal Oriented Analysis Goal Oriented Analysis (GOA) • Origin: AWARE & IDM (Paolini, Politecnico of Milano) • Our purpose • CASE Support • Transformation from conceptual to logical model (WEBML) • Potential benefits: • Users say what they want not what they do • Easy communication • Combines easy conceptual representation of needs with robust logical design Navigation Model (IDM) Service Engineering MS in University of Pavia - 081125

  43. Other Research ActivitiesICT Portfolio • ICT Portfolio is an application of the HIGO 2 and ABE concepts in the domain of service organizations • Organizations operate hundreds of business services that are delivered by business processes • Business process in turn use multiple IT applications • A knowledge base on the relationships between IT applications, business processes and business services shortens the lead time to modification or innovation of business services Service Engineering MS in University of Pavia - 081125

  44. Other Research ActivitiesICT Portfolio • The model includes three levels: • Service level • Business Process level • IT Process level • Each level is described by • Structure elements • Performance measures • The tool shows by a top down navigation what applications and systems are affected by any modification on services to end customer Service Engineering MS in University of Pavia - 081125

  45. 2008 Publications • 10th International Conference on Enterprise Information Systems, 12 - 16, June 2008,Barcelona, Spain • Strategic Information Requirements Elicitation - Definition of Aggregated Business Entities (Position paper)‏ • International Conference on Business and Information, July 7-9, Seoul, S. Korea • Designing business processes for business performance: a framework • Performing Business Processes Knowledge Base: Best Paper Award • 20th World Computer Congress, September 7-10, Milan, Italy • ICT Portfolio: Mapping Business and ICT Services • Strategic Modelling of Enterprise Information Requirements • Editorship of WCC 08 Service Science proceedings • Co-Editorship of IBM Service Science Reference book – Future Research • Ongoing activities 2009: • Textbook on Enterprise Information Systems 3d edition ( Italian, Mc Graw-Hill ) • BAI 2009 Service Engineering MS in University of Pavia - 081125

  46. Service Engineering - University of Pavia Concept, structure, and research topics Backup

  47. Services Engineering: “Business Analysis” • 2003 Factory operations MTS (LabChair) • 2003 Supply Chain Management (Pirelli-Cables) • 2003 Elevator customer care (Elevator) • 2004 Pumps ETO process (WaterStar) • 2005 Elevator delivery process ETO (Elevator Company) • 2004 Healthcare analysis lab • 2005 Insurance subscription process (Colibrì) • 2005 Transportation Maintenance Management (ATM) • 2006 Healthcare service to patient (Radiology) • 2007 Banking / mortgage loans (SuperBank) • 2008 Utilities (Super Energy) • 2009 Travel agent (customer operations) Service Engineering MS in University of Pavia - 081125

  48. Enterprise Process Maps Performances and Benchmark Organizational drivers IT positioning (strategic analysis) Design of the solution Design of the project Analysis of presentation, business rules, data (UML extended) “Business Analysis”Architecture of topics IT focus Org focus As is To-be • Highly tested class architecture: • Service Processes Politecnico of Milan (Industrial Eng) 1.800 students (2003 to 2008) • SCM Processes Politecnico of Milan (Industrial Eng) 200 students (2003 to 2005) • Pavia & Mantua (Service Engineering) 70 graduate students (2006 to 2008) Service Engineering MS in University of Pavia - 081125

  49. Livello processo Enterprise architecture Root: organization Leaf: business process Enterprise Level Business process architecture Root: business process Leaf : business elementary activity Business Process Level Business activity architecture Root: business activity Leaf : action and/or use case Business Activity Level Service Engineering MS in University of Pavia - 081125

  50. Management processes Primary processes Support processes Strategic planning Management Control Business intelligence Purpose: to manage the organization Accounting Organizational resources management (HR, assets etc.) Business support services: IT, facilities management etc. Purpose: to support primary processes and comply with regulations Production and delivery of organization’s services and products (value chain) Purpose : to serve customers Service Engineering MS in University of Pavia - 081125

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