多层次图形化服务价值建模方法

传统的服务工程方法侧重于服务功能要素(行为、资源、能力等)及要素间关系的建模与构造,较少考虑服务价值.为此,初步探讨了服务价值的基本概念,提出一种图形化的服务价值建模方法,从四个不同的层面由粗到细地刻画出服务价值的创造、传递、分解、转换并分配给各个参与方的过程.介绍了全局价值流图、价值交换关系图、价值类图、价值标注图四层模型的模型规范,简要阐述了基于价值模型的服务设计过程.最后,以海运物流服务为例,验证了所提方法的有效性.

Multi-level graphical service value modeling method

Traditional methodologies for service engineering focus emphatically on the modeling and construction of functional service elements (e. g. , behaviors, resources, capabilities, etc.), while values are almost ignored. To overcome this shortcoming, basic concepts of service value were preliminarily discussed, then a graphical service value modeling method was presented, in which the process of how service values were produced, transferred, decomposed, transformed and allocated among muhiple participants was visually elaborated from four layers. Specification of the four-layer model was introduced, which included Global Value Flow Diagram (GVFD), Value Exchange Diagram (VED), Value Class Diagram (VCD), and Value Annotation Diagram (VAD). And the service design process based on value model was described. Finally, the effectiveness of this method was verified by a case of marine logistics service.