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IBM Systems Journal
Service Science, Management, and Engineering   Volume 47, Number 1, 2008
Table of contents: HTMLPDF This article: HTMLPDF   Copyright info

Service system fundamentals: Work system, value chain, and life cycle - References

 by S. Alter
Cited references and notes

  1. The work system framework (presented here in a slightly updated form) and the work system life cycle model are explained in substantial depth in S. Alter, The Work System Method: Connecting People, Processes, and IT for Business Results, Work System Press, Larkspur, CA (2006)..
  2. S. Alter, “Service Responsibility Tables: A New Tool for Analyzing and Designing Systems,” AMCIS 2007, Americas Conference on Information Systems, Keystone, CO (Aug. 9–12, 2007).
  3. J. A. Fitzsimmons and M. J. Fitzsimmons, Service Management: Operations, Strategy, and Information Technology, 5th Edition, p. 4, Irwin/McGraw-Hill, Boston (2006).
  4. P. Kotler and K. L. Keller, Marketing Management, 12th Edition, p. 402, Prentice Hall, Upper Saddle River, NJ (2006).
  5. J. Carlzon, Moments of Truth, Harper Collins, New York (1989).
  6. J. Teboul, Service Is Front Stage: Positioning Services for Value Advantage, Palgrave Macmillan, New York (2006).
  7. L. Cherbakov, G. Galambos, R. Harishankar, S. Kalyana, and G. Rackham, “Impact of Service Orientation at the Business Level,” IBM Systems Journal 44, No. 4, 653–668 (2005).
  8. A. W. Brown, M. Delbaere, P. Eeles, S. Johnston, and R. Weaver, “Realizing Service-Oriented Solutions with the IBM Rational Software Development Platform,” IBM Systems Journal 44, No. 4, 727–752 (2005).
  9. S. L. Vargo and R. F. Lusch, “The Four Service Marketing Myths,” Journal of Service Research 6, No. 4, 324 (2004).
  10. H. Chesbrough and J. Spohrer, “A Research Manifesto for Services Science,” Communications of the ACM 49, No. 7, 35–40 (2006).
  11. C. Hill, R. Yates, C. Jones, and S. L. Kogan, “Beyond Predictable Workflows: Enhancing Productivity in Artful Business Processes,” IBM Systems Journal 45, No. 4, 663–682 (2006).
  12. The table is from page 17 of Alter (2006), mentioned in Reference 1. The example is presented in depth in Chapter 8, pages 103–114.
  13. The work system method was developed partly as a response to difficulties experienced by M.B.A. and E.M.B.A. students trying to analyze systems. See S. Alter, “Pitfalls in Analyzing Systems in Organizations,” Journal of Information System Education 17, No. 3, 295–302 (2006). The work system framework was used to analyze e-commerce Web sites in D. E. Petrie, “Understanding the Impact of Technological Discontinuities on Information Systems Management: The Case of Business-to-Business Electronic Commerce,” Ph.D. dissertation, Claremont Graduate University, Claremont, CA (2004). The usefulness of the work system framework was tested directly in D. Petkov and O. Petkova, “The Work System Model as a Tool for Understanding the Problem in an Introductory IS Project,” Proceedings of the 23rd Information Systems Education Conference (ISECON 2006), Dallas (Nov. 4, 2006), http://isedj.org/isecon/2006/3524/ISECON.2006.Petkov.pdf.
  14. In contrast, a substantial amount of ongoing research addresses the need to translate automatically between different modeling tools and methods for IT professionals such as event-driven process chains, UML, and Business Process Execution Language (BPEL). Examples include: W. M. P. van der Aalst, “Formalization and Verification of Event-driven Process Chains,” Information and Software Technology 41, No. 10, 639–650 (1999),B. Korherr and B. List, “A UML 2 Profile for Event Driven Process Chains,” in Research and Practical Issues of Enterprise Information Systems, A. M. Tjoa, L. Xu, and S. Chaudry, Editors, Springer, New York (2006), pp. 161–172, and J. Ziemann and J. Mendling, “EPC-Based Modelling of BPEL Processes: A Pragmatic Transformation Approach,” Proceedings of the 7th International Conference on Modern Information Technology in the Innovation Processes of the Industrial Enterprises (MITIP 2005), Genova, Italy (2005).
  15. E. Krogh, O. A. El Sawy, and P. Gray, “Managing Online in Perpetual Perfect Storms: Insights from IndyMac Bank,” MIS Quarterly Executive 4, No. 4, 425–442 (2005).
  16. K. Umapathy and S. Purao, “A Theoretical Investigation of the Emerging Standards for Web Services,” Information System Frontiers 9, No. 1, 119–134 (2007).
  17. Prior attempts to develop bodies of knowledge for specific fields include SWEBOK®, a proposed body of knowledge for software engineering. A. Abran, J. W. Moore, P. Bourque, and R. Dupuis, Editors, SWEBOK: Guide to the Software Engineering Body of Knowledge, IEEE Computer Society, Los Alamitos, CA (2004), www.computer.org/portal/cms_docs_ieeecs/ieeecs/education/certification/SWebok_2004.pdf.
  18. S. Alter, “The Architecture of Sysperanto, a Model-Based Ontology of the IS Field,” Communications of the AIS 15, No. 1, 1–40 (2005).
  19. See Reference 10. Also see J. Spohrer, P. P. Maglio, J. Bailey, and D. Gruhl, “Steps Toward a Science of Service Systems,” IEEE Computer 40, No. 1, 71–77 (2007).


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