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Business Engineering and Service Design, Second Edition, Volume I by Oscar Barros

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CHAPTER 2

Review of Relevant Work

In this chapter, we review proposals that have a similar purpose to the design approach outlined in the previous chapter.

Service Science, Management, and Engineering

This work is related to the proposals on Service Science, Management, and Engineering (SSME),1 with which we share the same design objective, but propose a different approach and other tools. In particular, our emphasis is on the design of the different types of processes that are needed to make a service operational. A proposal in the spirit of this work is the one by Tien and Berg2 on service engineering. They propose a systems approach and show how different disciplines can contribute to it. They mention, among others, design and analytics (Operations ...

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