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Toward Service Systems Engineering

Summary: This article describes an approach to service systems design that combines concepts and methods from systems engineering, organization theory, and behavioral science research. The approach, called service systems engineering (SSE), views the three fields of study as complementary disciplines that come together in the activity of designing efficient and effective service systems. It is shown that the domain of systems engineering includes service systems, but that input from behavioral science and organization theory research is needed to effectively apply systems engineering methods to human services. Behavioral science provides a body of knowledge on the basis of individual human behavior, and organization theory provides a body of knowledge on the effective organization of resources. Systems engineering provides knowledge on the design, modeling, and optimization of complex systems. The application of SSE to service system reliability, a subject in the domain of systems engineering, is demonstrated.

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  • Topics: Customer Satisfaction and Value, Engineering
  • Keywords: Behavior,Customer complaints,Customer satisfaction (CS),Systems engineering,Customer service,Engineering,Organizational design
  • Author: Pyzdek, Thomas
  • Journal: Quality Management Journal