外文翻譯--基于作業(yè)成本法的服務(wù)設(shè)計(jì)成本評估方法(文件)
【正文】 s by adopting two methods: QFD (Quality Function Deployment) [5] and DEMATEL (DecisionMaking Trial and Evaluation Laboratory) [6]. The results of this method are used in portfolio analysis to evaluate functions from the viewpoints of economic cost and customer importance. The present method is verified through an example presented herein. ENGINEERING Definition of service Figure 1: Definition of a service [2]. Service is defined as an activity between a service provider and a service receiver to change the state of the receiver [2]. According to the definition, a receiver is satisfied when his/her state changes to a new desired state. For the purpose of SE, the design of services must be based on the state change of a receiver. Therefore, it is necessary to find a method of expressing state changes of the receiver. States of the service receivers are represented as a set of parameters called receiver state parameters (RSPs), which represent customer value in SE [2]. All RSPs are assumed to be observable and controllable. RSPs are changed by ‘service contents’ and ‘service channels,’ as shown in Figure 1. Service contents are materials, energy, or information that directly change the receiver’s state. Service channels transfer, amplify, and control service contents. The parameters expressing service contents, which influence RSPs directly, are called contents parameters (CoPs). In the same way, the parameters of service channels are called channel parameters (ChPs), which influence RSP indirectly. Thus, in SE, customer requirements are represented as RSPs, and the design of a service is based on the degree of customer satisfaction represented as the change of RSPs. Function design of service contents As mentioned before, the design of services must be based on customer satisfaction. Therefore, we need a modeling method that represents the relationship among customer value, service contents and service channels. In SE, a submodel called view model is proposed to represent a functional service structure [2]. A view model represents the mutual relationships among an RSP, CoPs and ChPs. An RSP changes only according to the contents of the service received. In other words, service receivers evaluate service contents when they receive the service. Service channels are evaluated indirectly by the receiver and thus do not influence the RSP. In SE, we assume that service contents and service channels are prised of various functions. To describe these functions, Function Names and Function Parameters (FPs) are defined. Consequently, both CoPs and ChPs belong to FPs. These functions are actualized by entities. An entity in a view model represents not only physical products but also facilities, employees, information systems and so forth. As shown in Figure 2, a view model is expressed visually using a tree structure, and thus allows service designers to obtain relationships among an RSP, functions and actual entities. Figure 2: A simple example of view model [2]. Service activity design A function is realized by a certain behavior of the physical structure. In this context, a service activity can be recognized as a means of actualizing a function. In SE, we propose a modeling framework to integrate the function and the service activity that was designed on the basis of the previously mentioned view models [7]. In this model, designers can describe service activities using the BPMN (Business Process Modeling Notation) model [8] according to a service blueprint [9]. The service blueprint, proposed by Shostack, is the most popular method of describing service activities in the field of service marketing. These activities are associated with functions in the view models. Service evaluation In SE, a method is proposed for evaluating services using QFD [5], which correspond to the view models. This method can quantify the importance of the service functions from the customer importance inputs obtained through QFD. A view model, which is represented by a graph structure, is converted into a matrix expression. A table similar to QFD is generated to appropriately reflect the Engineering Metrics of a product, ., a product’s quality characteristics, to meet the customer’s needs, or the VOC (Voice of the Cus
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