Service Systems

1
Service Systems

• Roger Maull, Phil Godsiff
• Institute for Service Research
• University of Exeter

2
Institute for Service Research

• Using systems theory to inform our research into
  service

3
Agenda

• Systems Thinking
• Reductionism
• Systems Approaches
• Service Systems
• Research agenda

4
Epistemology

• Systems are encountered everywhere in the
  universe (Wu)
• We constantly encounter and participate in
  numerous forms of systems (Smith).
• Out there to be discovered (like Australia).
• Heuristic device, a mental tool to aid in
  discovery (Weinberg)

5
Systems Thinking

• the central concept of a system embodies the idea
  of a set of elements connected together which
  form a whole this showing properties which are
  properties of the whole rather than properties of
  its component parts. (Checkland 1981)
• the relationships between the elements are just
  if not more important than the elements
  themselves the interconnections, the
  compatibility the effect of one upon the
  other...must receive more attention that the
  parts (Forrester 1956)

6
Systems concepts

• Boundary
• Hierarchy
• Emergence
• Goal seeking
• Adaptation
• Input transformation output
• Closed/open systems

7
Reductionism

• Breaking problems down into their component parts
  
• Analysis
• Derives an explanation of the whole from an
  explanation of the parts

8
Challenges

• Weak connections
• Law of unintended consequences
• The relationship between the parts must be linear
  so that the parts can be summed together to make
  the whole.
• Non-linearity, time delays
• Optimising each part will optimise the whole
• Theory of second best
• Closed system
• Environment as error variance

9
Types of System

• Natural Systems
• hierarchy of physical systems which make up the
  universe, (atoms, plants)
• Designed Physical Systems
• these systems occur because they have been
  designed, (bridge or an automated decision
  system)
• Designed Abstract systems
• Checkland calls the ordered conscious product of
  the mind. Examples include mathematics or
  language or philosophy.
• Human Activity Systems
• these consist of people carrying out purposeful
  activity.

10
Characteristics of HAS

• Of particular importance are those kinds of
  mutual relations that make up circular causal
  chains an event returns indirectly to influence
  the original event by way of one or more
  intermediate events or variables. (Buckley)
• Wicked problems, messes, problems that wont stay
  solved
• Synthetic thinking

11
Types of H.A.S.

• Depending on observers view of
• System
• Simple / complex
• Participants and relationships between them
• Unitary / Pluralistic / Coercive
• Jackson, Towards a System of System Methodologies
  (1984), Systems Thinking (2003)

12
Systems can be characterised as

• Simple
• Few subsystems involved in only a small number
  of highly structured interactions, stable over
  time, relatively unaffected by the environment
• Complex
• a large number of subsystems, loosely structured
  interactions, no predetermined outcome, adapt and
  evolve over time, affected by own purposeful
  parts and the turbulent environment

13
Participants the relationships that can exist
between them and the problem context

• Unitary
• All P have similar values beliefs and interests,
  share common purposes, all involved somehow in
  decision making to realise agreed objectives
• Participative
• Although interests are compatible the P do not
  share the same values and beliefs there is
  debate, disagreement, even conflict. If all P
  feel involved in decision making, then
  accommodations can be found
• Coercive
• P have few interests in common, and if free to
  express them would hold conflicting values and
  beliefs decisions are taken on the basis of who
  has most power and some form of coercion is
  employed to ensure adherence to commands

14
participants
systems
Failure of reductionism to cope with increasing
complexity
Failure to ensure proper participation of
disadvantaged Suppressing difference and
diversity
Failure of HST to accept existence of differing
values and purposes
15
participants
coercive
pluralist
unitary
simple / pluralist
Simple / unitary
simple / coercive

• HST scientific rigour, objective based problem
  solving, hypothesis testing, people as components
• SD more structuralist patterns, feedback,
  delays, mental models
• VSM aspects required for sustainability, goal
  seeking, achievable purposes, structuralist
• CT edge of chaos, creativity, self
  organisation, dynamism and upredictability

• SAST concerned with values and beliefs allows
  for multiple perspectives and different
  assumptions
• IP emphasises need for mutually agreed purpose
  systems are purposeful
• SSM - systems are not real, but there are
  activities that guide intervention
  weltenschaung

Critical Systems Heuristics, Team Syntegrity -
Conflict and coercion are endemic and of primary
interest
simple
systems
Problem context at extreme of both axes can
only get temporary and local resolution
complex
Complex / unitary
complex / coercive
complex / pluralist
16
(No Transcript)
17
Service Systems Our View

• Key systems concepts employed
• Boundary
• Wider
• I-T-O
• Open/closed
• What do we understand by service as systems
  thinkers
• Unified Service Theory (Sampson)
• Significant presence of customer inputs
• Treats service as a process

18
Cases

• Mortgage processor
• Government agency
• Power supply
• Commercial Laundry
• Hospital
• Telecoms
• Water Utility

19
(No Transcript)
20
Business Process Architecture
The Company
Manage Processes
Operate Processes
Support Processes
Develop vision and strategy
Manage finances
Generate Demand

Plan and review strategy deployment
Develop people
Fulfil Order
Manage technology
Control and improve the business
Support Product/ service
Procure and manage assets
Develop products and service
21
(No Transcript)
22
An Operations Model
Technical core protected by Buffer Anticipate Smo
oth Ration
23
Systems model of a Service delivery system
Significant presence of customer inputs - UST
Pre transformation customer
belongings
body
mind
OPEN
information
Customer present
Post transformation customer
Technical Core Operations OPEN or CLOSED
Transformed inputs
Service provider
Customer not present
Service constitutes throwing a customer into the
works - Frei
Service supplier
24
Our research agenda

• Research questions
• What is in the technical core
• What is in the open system that surrounds the
  technical core
• How do they manage the interface between the open
  system and the core
• Exploring
• Buffer, anticipate, smooth, ration
• Operationalise into system design characteristics

25
Questions
26
Process Architecture
27
Modified VSM
Policy S5
Development S4
Enviroment
Operational control and support S3
Management 1A-1Z
Local env
Co-ordination S2
Ops A-Z
Audit S3
28
Checklands Trick