Abstract: In view of growing competition in the service sector,
services are as much in need of modeling, analysis and improvement
as business or working processes. Graphical process models are
important means to capture process-related know-how for an
effective management of the service process. In this contribution, a
human performance analysis of process model development paying
special attention to model development time and the working method
was conducted. It was found that modelers with higher application
experience need significantly less time for mental activities than
modelers with lower application experience, spend more time on
labeling graphical elements, and achieved higher process model
quality in terms of activity label quality.
Abstract: Although services play a crucial role in economy,
service did not gain as much importance as productivity management
in manufacturing. This paper presents key findings from literature
and practice. Based on an initial definition of complex services, seven
productivity concepts are briefly presented and assessed by relevant,
complex service specific criteria. Following the findings a complex
service productivity model is proposed. The novel model comprises
of all specific dimensions of service provision from both, the
provider-s as well as costumer-s perspective. A clear assignment of
identified value drivers and relationships between them is presented.
In order to verify the conceptual service productivity model a case
study from a project engineering department of a chemical plant
development and construction company is presented.