Service Systems Engineering

Transcription

1 Service Systems Engineering INCOSE Enchantment Chapter Webinar, November 13 th, 2013 Amit J. Lopes, Ph.D. Industrial, Manufacturing & Systems Engineering Department IMSE Research Institute for Manufacturing & Engineering Systems RIMES

2 AGENDA Service Systems (SS) in the Global Economy SS Engineering (SSE) Core Concepts SSE Applications Smart Grid as a Service (SGaaS) Challenges Discussion Open Forum

3 Service System in the Global Economy

4 A complex, dynamic, highly interconnected $54 Trillion system-of-systems (OECD-based analysis) Courtesy: Dr. Jim Spohrer, Innovation Champion, IBM

5 Service Growth & Inefficiencies Revenue Growth by Segment How to read the chart: For example, the Healthcare system s value is $4,270B. It carries an estimated inefficiency of 42%. From that level of 42% inefficiency, economists estimate that ~34% can be eliminated (= 34% x 42%). Courtesy: Dr. Jim Spohrer, Innovation Champion, IBM

6 Manufacturing as a Service Tseng et al., Enhancement of Internet Based Layer Manufacturing for Engineering Education, ASEE 2010.

7 SSE Core Concepts

8 Service Innovation Framework Courtesy: Dr. Jim Spohrer, Innovation Champion, IBM

9 21 st century global services economy - Information-driven, Customer centric, E- oriented, and Productivity-focused Service System: Value co-creation SSE Core Concepts Service System Engineering: Trans-disciplinary collaborations among people, science(s), enterprises, and engineering a service system is a human-made system to improve customer-provider interactions, or value-cocreation Formal methodologies for assessing end-user interactions with enterprises Socio-economic and technological perspective for value co-creation Service value chain: linkages among system entities Courtesy: Dr. Jim Spohrer, Innovation Champion, IBM

10 Service System Conceptual Framework SS is the study of the populations of entities, and their interactions with each other and the environment Resources: People, Technology, Information, Organizations Stakeholders: Customers, Providers, Authorities, Competitors Measures: Quality, Productivity, Compliance, Sustainable Innovation Access Rights: Own, Lease, Shared, Privileged

11 Service Meta-Model Resources: People, Technology/Environment, Organization, and Information Sharing System Entities: Entity Type Customer Goals Inputs Outputs Processes Human Enablers Physical Enablers Informatics Enablers Environment Attributes Features, attitudes, preferences, requirements Business, service, customer Physical, information, knowledge, constraints Physical, information, knowledge, waste, customer satisfaction Service provision, service delivery, service operations, service support, customer relationships, planning and control service providers, support providers, management, owner organization, customer Enterprise, buildings, equipment, enabling technologies at Customer premises (desktop 3D printers), furnishings, location, etc. information, knowledge, methods, processes and tools (MPTs), decision support, skill acquisition Political, economic, social, technological, environmental factors

12 Service Systems Development Process (SSDP)

13 SSE Attributes Real-time interaction of service system entities made possible by emerging technologies Dynamic Decision making based on predictive analytics and interactions at the operational, tactical, and strategic level Service Level Agreement (SLA) for Service delivery may be contractual/mandatory or non-contractual and key contracted details of the service are specified through SLAs Net-Centricity enables comprehensive and reliable surveillance and control of the service during operations Dynamic configuration of resources for service creation near real-time or real-time Dynamic linkages among the service system entities (advances in design & modeling, data analytics, control systems, conflict analysis, and decision support systems) New services and associated service systems driven by strategic directions, policies, and regulations (nation, region, municipality, etc.). Services will become end-user oriented rather than market segments oriented

14 SSE Applications

15 NIST GridWise Architecture for Smart Grid Interoperability

16 Smart Grid as a Service (SGaaS) CUSTOMERS Residential Industrial Critical service (hospital) provides INPUTS Customer demand Power outages Alternative energy sources PROCESSES Energy generation, Energy distribution, and Energy storage Energy management Interoperability standards Real-time coordination between generation & distribution affects accesses engages executes OUTPUTS On-demand energy Optimum resource use realizes Smart Grid as a Service System Goals: 24/7 energy and reduce environmental impacts utilizes HUMAN ENABLERS Network operations personnel Customer service Emergency personnel monitors and analyzes utilizes utilizes ENVIRONMENT Weather Market Environmental issues Government Regulations INFORMATICS ENABLERS Wireless communications Embedded sensors and actuators Remote metering and control Cyber security protocols PHYSICAL ENABLERS Energy generation sources Transmission lines Automated metering devices

17 Intelligent Emergency Transportation System (IETS) CUSTOMERS INPUTS PROCESSES State of mind Severity of injury Age, ethnicity, etc. provides Customer call Automated crash report Public safety officer call Dispatch Service Dispatch operations Logistical procedures Victim care strategies Interoperability standards Real-time coordination between enablers & dispatch affects accesses engages executes OUTPUTS HUMAN ENABLERS Safe customer Optimum resource use realizes Intelligent Emergency Transportation System Goals: Safe evacuation and prompt medical care utilizes Rapid response personnel (police, fire dept., ambulance, helicopter) Doctors, nurses, ED monitors and analyzes utilizes utilizes ENVIRONMENT INFORMATICS ENABLERS PHYSICAL ENABLERS Weather Location Severity of crash Insurance Government Laws Wireless communications Automobile navigation systems & embedded sensors Geographical Information Systems (GIS) Cyber security protocols Transport (helicopter, ambulance) Care (hospital equipment)

18 SSE Challenges

19 SSE Challenges Optimization of Service Networks and Value Chains Interface Agreements and Interoperability Harmonization among Service System entities Dynamic Design and Development of Service Systems Rapidly adapting fielded service systems to unforeseeable new threats and opportunities Enabling adaptive service system architecture approaches Agile, assured, efficient, and scalable SE approaches A more effective cognitive concept development environment Human-in-the-loop implications Standards for SOS

20 Discussion & Future Work SSE allows discovery and definition of required relationships among service system entities SSE methodologies promotes a systemic understanding of cross disciplinary issues to deliver on-demand services Human in the Loop research to better understand dynamic service configuration implications Analyze Service Continuity Plans in atypical or drastic scenarios (scalability, resilience, DR, etc.) Novel methodologies are also required to enable faster new technologies insertion

21 Role of Service Scientists Service scientists own the body of knowledge around service system problem solving Service scientists identify a service system that needs improvement Service scientists identify the stakeholders their concerns and perceived opportunities Service scientists envision augmentations (additional new service systems) or reconfigurations (of old service systems components) that best address all problems and opportunities Identify year-over-year improvement trajectories Identify incentives to change (ROI, leadership, laws)

22 References Lopes, A. and Pineda, R Service Systems Engineering Applications Conference on Systems Engineering Research. Procedia Computer Science. Volume 16. pp Pineda, R. Lopes, A., Tseng, B., and Salcedo, O Service Systems Engineering: Emerging Skills and Tools. New Challenges in Systems Engineering and Architecting. Procedia Computer Science. Vol. 8, pp Conference on Systems Engineering Research (CSER), St. Louis, MO. Pyster A. and Olwell, D., Eds. Systems Engineering Book of Knowledge. Service Systems Engineering. Knowledge Area. Spohrer, J.C Service Science: Progress & Directions. Presented at International Joint Conference on Service Science. Taipei, Taiwan. Tseng, B., Wicker, R. Pan, R. and Awalt, C Enhancement of Internet Based Layer Manufacturing for Engineering Education. Proceedings of the American Society for Engineering Education 2010 Conference. Louisville, KY.

23 Open Forum

24 Appendix

25 stakeholders resources change value Customer Provider Authority Competitors People Technology Information Organizations History (Data Analytics) Future (Roadmap) Run Transform (Copy) Innovate (Invent) behavioral sciences e.g., marketing management sciences e.g., operations political sciences e.g., public policy learning sciences e.g., game theory and strategy cognitive sciences e.g., psychology system sciences e.g., industrial eng. information sciences e.g., computer sci organization sciences social sciences e.g., econ & law decision sciences e.g., stats & design run professions e.g., knowledge worker transform professions e.g., consultant innovate professions Systems that focus on flows of things transportation & food & supply chain water & products energy ICT & cloud waste & electricity e.g., knowledge mgmt e.g., entrepreneur Systems that support people s activities retail & healthcare education building & hospitality banking & family &work construction & finance Starting Point 1: The Stakeholders (As-Is) Starting Point 2: Their Resources (As-Is) Service Systems Classification Systems that govern city state secure scale Change Potential: Thinking (Has-Been & Might-Become) Value Realization: Doing (To-Be) Courtesy: Dr. Jim Spohrer, Innovation Champion, IBM nation laws