Service Engineering - University of Pavia
Concept, structure, and research topics
gianmario.motta@unipv.it www.unipv.it/ingegneria
Service Engineering - agenda
Introducti
on
Service
Engineeri
ng
curriculu
m
Business
Analysis
Class
Science &
Technology
IE
People &
Culture
A1
A3
O
R
Business
Models &
Processes
A4
A2
Service Engineering MS in University of
Pavia - 081125
2
Service Engineering as a discipline
SSME
Science & Technology
SE
Pavia
People & Culture
•
•
•
Manifesto of SSME (Service Science Management and Engineering):
Communications of ACM (July 2006)
Convergence of Business/ Management, Engineering and Sociological Disciplines
From 2005-2006 SSME majors & minors worldwide
–
–
–
•
Business Models &
Processes
Asia Pacific
USA & Americas
Europe
University of Pavia : first major in Europe (Service Engineering MS) with an
Engineering orientation
Service Engineering MS in University of
Pavia - 081125
3
University of Pavia : the structure
Humanities
Medicine
Math &
Natural
Sciences
Environment
Pharmacy
Construction &
Architecture
Engineering : 3,2k students
& 200 professors
Political
Sciences
Musicology
Economics
Law
Engineering
Services Science established in 2006
1st Services MS in UE
Award by IBM 2006
Mechanical
“Information Class”
Electronic
Bio
Service Engineering MS in University of
Pavia - 081125
Informatics
Services
4
University of Pavia
• Located at 30 km from Milan
(40 minutes drive)
• Born as Studium in 9th century
• Founded in 1361 by Gian
Galeazzo Visconti Duke of
Milan
• Excellence in Natural Sciences
Milan
– G. Cardano (cubic equations,
cardanic suspension,
medicine)
– A. Volta (Battery, Electricity)
– C. Golgi (Neuron theory, 1906
Nobel prize)
Pavia
• Over 20k students
Service Engineering MS in University of
Pavia - 081125
5
Service Engineering - agenda
Introducti
on
Service
Engineeri
ng
curriculu
m
Business
Analysis
Class
Science &
Technology
IE
People &
Culture
A1
A3
O
R
Business
Models &
Processes
A4
A2
Service Engineering MS in University of
Pavia - 081125
6
Services Engineering curriculum :
requirements
MS -Services Engineering (2 years and 120 credits )
Bachelor (3 years and 180 credits )
Zero-debt
Variable-debt
No access
• Information
Engineering
• Information class
(Bio, Electronics):
small debts
• Undergraduate
Engineering
• Undergraduate
Computer Science
• Economics
• Humanities
• Other scientific
Bachelors
Service Engineering MS in University of
Pavia - 081125
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Service Engineering curriculum:
structure of classes (2008)
Core Classes
Business / Service
Engineering (45)
IT Foundations (25)
Math & Elective
Classes (20)
Thesis (30)
Business Analysis
(10)
Software
Engineering (5)
Numerical Methods
(5)
Thesis
Design of Digital
Services (10)
Data Base Design
(5)
Data collection &
analysis techniques
(5)
Final classes or
internships or ECDL
certifications
Enterprise Systems
(10)
Network
Architecture(5)
An elective class in
Math (5)
Control Systems (5)
or elective class
Hardware
Architecture (5)
An elective class
(free choice) (5)
Organization Theory
(5)
Multimedia Tech &
Systems (5)
Total credits : 120
Duration: 2 years (4 semesters)
Innovation
Economics (5)
Service Engineering MS in University of
Pavia - 081125
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Service Engineering curriculum:
classes (list)
SEM 1 - Foundations
1.
2.
3.
4.
5.
6.
Organization Theory
Data Base (advanced)
Sw Engineering (advanced)
Multimedia Technologies and Systems
Numerical Methods
Data collection and analysis
techniques
SEM 2 - Analysis & design
1. Business Analysis 1
2. Enterprise Systems 1
3. Design of Digital Services 1
4. Hardware architecture LS
5. Elective class A (see)
6. Elective class B (see)
SEM 3 - Analysis & design
1. Business Analysis 2
2. Enterprise Systems 2
3. Design of Digital Services 2
4. Innovation Economics
5. Computer Networks
6. Elective class (see C)
SEM 4 - Thesis
1. Stages and certification on choice
(EUCIP Base / Elective
certification, Regulation etc.)
2. Dissertation
Service Engineering MS in University of
Pavia - 081125
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Services Engineering:
“Business Analysis”
Business Analysis 1 - AS-IS
1. Business process mapping
2. Business performance analysis
3. Systemic diagnosis
4. Systemic design to be
•
•
Started in 2003 in Politecnico as Business Process Analysis Lab
Politecnico of Milan (Industrial Engineering)
–
–
•
Service processes:
SCM Processes:
1.800 students (2003 to 2008)
200 students (2003 to 2005)
Pavia & Mantua (Service Engineering)
–
•
Business Analysis 2 - TO-BE
1. Information requirements
modeling (UML and other)
2. Solution prototyping
Business Analysis:
70 graduate students (2006 to 2008)
International cooperations :
–
I-School (University of Syracuse, USA) : Undergraduate and graduate Business Process
Analysis
Service Engineering MS in University of
Pavia - 081125
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Services Engineering:
“Enterprise Systems”
Enterprise Systems 1:
CRM
•CRM building blocks and
architecture of Siebel
platform
•Sales and contact centre
transactions (team work)
•CRM analytics : case
study
Enterprise Systems 2:
ERP & SCM
•ERP building blocks and
architecture of the SAP
platform
•Software selection: case
study
•Fit-gap analysis &
prototyping (team work)
Service Engineering MS in University of
Pavia - 081125
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Services Engineering:
“Design of Digital Services ”
Module 1
Business services
• Conceptual foundations and
service case-studies
• Project assignment : design
and prototype a real life
service
• Lectures/ case studies on
design phases
• Feasibility and project
roadmap
• Prototype and discuss project
Module 2
Service control systems
• IT and Business Service
Monitoring Systems
• Main methodologies for IT sign
: ITIL and alike
• Lectures and case studies on
design phases
• Assessment of feasibility and
design project roadmap
• Prototype and discuss project
Service Engineering MS in University of
Pavia - 081125
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Services Engineering:
“Management Information Systems ”
• Foundations
–
–
–
–
–
–
Planning & Control Systems: Architecture & Processes
Budgeting
Management Reporting
Design roadmap of Control Systems
Activity Based Costing (ABC)
Survey of DSS & BI platforms
• Practicum: assignment of a Corporate Management
Control System:
– Lab 1 – Develop & implement a multidimensional control model
– Lab 2 – Design & implement a reporting system
Service Engineering MS in University of
Pavia - 081125
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Service Engineering curriculum:
elective classes
•
A Classes (foundations)
1. Optimization
2. A class on Math
•
B Classes
1. Management Information
Systems
2. Industrial Automation
3. Artificial Intelligence in Health
Care
•
C Classes
1.
2.
3.
4.
5.
6.
Man machine interaction
Relational Marketing
Innovation Management
Service Economics
DSS for Health Care
Free choice
• D Classes
1. EUCIP Base Certificate
2. EUCIP Elective Certificate
for Business Analyst or
Information System
Analyst
3. Regulations for
professions
4. Design, management and
production of goods and
services
5. Management techniques
for self employed jobs
6. Manufacturing Processes
and Organization
7. Design lab
Service Engineering MS in University of
Pavia - 081125
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Service Engineering curriculum :
teaching approach
•
LEAR Recursive approach LEAR
– L- Lecture
• Professors illustrates concepts &
case examples
Lecture
Exercise
Business Analysis
• Professor shows how to use
concepts by exercises
– A-Assignment
• Professor assigns analysis or
design tasks on a given case
study
• Student teams develop a
deliverable (homework)
Digital Services
Enterprise Systems
Control Systems
Review
– E- Exercise
– R- Review
Assignment
• Student teams present a draft in a
plenary session and/or in face to
face meeting
• Professor reviews the draft
• Student teams finalize the draft
according to recommendations
Service Engineering MS in University of
Pavia - 081125
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Service Engineering curriculum :
evaluation schema (core classes)
• The evaluation framework
sums
– 1/3 the value of the team work
that has been reviewed during
the class in terms of
Evaluation
1/3 Team
output
1/3 Individual
output
1/3
Foundations
•
•
•
•
Completeness
Consistency
Creativity
Format and editing
– 1/3 the contribution of the
individual student: the student
should show to know the work
made (individual output)
– 1/3 the comprehension of the
principles used in the project
(foundations)
Service Engineering MS in University of
Pavia - 081125
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Service Engineering - agenda
Introducti
on
Service
Engineeri
ng
curriculu
m
Business
Analysis
Class
Science &
Technology
IE
People &
Culture
A1
A3
O
R
Business
Models &
Processes
A4
A2
Service Engineering MS in University of
Pavia - 081125
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Business Analysis:
Role of case studies
•
– Raw material for analysis of
business processes
– Based on research on an
industry (e.g. finance)
– Monomyth i.e. story of a
customer or a manager
experiencing the process
phases
– Overall background also for
process drivers and
performances
– Integrated by further research
by students on public sources
Exercise
Lecture
Case
Study
Review
Cases studies
Assignment
•
Students produce deliverables
that document each analysis
and design phase
Service Engineering MS in University of
Pavia - 081125
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Business Analysis
Structure of syllabus and deliverables
TO-BE
Design
AS-IS Analysis
Enterprise Process
Mapping
Business
performances AS-IS
Business Analysis 2
Deliverable 1
Deliverable 2
Benchmarking
Process
organizational
drivers AS IS
Design of the
solution TO BE
Deliverable 3
TO-BE Design (JBOSS targeted)
Business Analysis 1
Business Process
Flow
Use cases
Deliverable 5
Class/ Database
Design
GUI Design
Prototype
Deliverable 6
Deliverable 4
Design of project
TO BE
Service Engineering MS in University of
Pavia - 081125
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Business Analysis:
List of case studies
Supply Chain
Management
Management of service chains
Manufacturing
Utilities &
miscellaneous
Financial
services
Healthcare
1. MTS - “Lab
chair”
(furniture)
2. MTS – “Pirelli
Cable”
3. ETO “Waterstar”
(Pumps)
4. ETO “Elevator2”
1. “Elevator 1”
Customer Care
2. “Super
Energy”
Customer
management in
power utilities
3. “Dreamtour”
tourism
management
1. “Super Banca”
Mortgage
loans
2. “Colibrì”
Insurance
Subscription
1. “Radiologia” Service to
patient
2. “Lab Analisi” :
internal
operations
Service Engineering MS in University of
Pavia - 081125
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Business Analysis 1 : Deliverable 1 Map of business processes
Mngt
processes
Primary
processes
Support
processes
Enter
Reques
t
2. Enterprise level/b
•
Breakdown &
specialize the target
enterprise process to
CRASO processes.
•
Focus the target
process
•
Structure chart (UML)
•
Comments needed
•
•
•
Confir
m&
Deliver
Fulfill
request
Pick
from
autom
ated
wareh
ouse
Pick
form
manua
l
wareh
ouse
Search
on
shelves
1. Enterprise level:
business process
portfolio (T- Model)
•
All primary & support
processes
•
Comments needed
Pick
from
wareho
use
Deliver
Select
cell
Pick
from
cell
Unload
on
AGV
3. Process level
Breakdown & specialize the target
process to elementary business
activities
Comments
Service Engineering MS in University of
Pavia - 081125
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Business Analysis 1 – Deliverable 1 the CRASO concept
• A business process is end-toend and exists only with a
client
• This concept is summarized by
the CRASO definition:
Customer
A3
A1
Output
Request
A4
A2
S1
…
Sn
– C – Customer
– R - Request made by
customer
– A – Activities performed to
produce and deliver the output
– S – Organizations which
cooperate in the process chain
– O – Output delivered to the
customer (physical or virtual)
Service Engineering MS in University of
Pavia - 081125
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Business Analysis 1 - Deliverable 2 Business performances AS-IS
Analysis scope:
which KPI,
stakeholder,
processes are
analyzed (2-3
pages )
KPI cards(10)
Cards should comment
performance values
Where quantitative value
impossible, use quality
scales
Enterprise CSFs:
about 5, strategic &
measurable (2–3
pages)
KPI robustness
assessment
Comments on
robustness (2-3
pages)
KPI selection from the
standard grid (10 in total and
at least 2 for each stakeholder)
Cross KPIs with CSFs
Sustainability
assessment
Comments on
balance /
unbalance of
performances (23 pages)
Service Engineering MS in University of
Pavia - 081125
Benchmarking
Comments on the
sample, research
finding and gaps
versus the case (510 pages )
23
Business Analysis 1 - Deliverable 2 Stakeholder view of performances (HIGO)
Performance metrics
Manager
Customer
1.
2.
3.
Production unit
cost
Productivity
Usage / workload
1. Customer access /
acquisition unit
cost
2. Customer use cost
Flexibility & speed
1.
2.
3.
1.
2.
Execution unit
cost
Preparation effort
Process duration
Activity timeliness
Resource flexiblity
1. Response time
2. Response timeliness
3. Vendor flexiblity
1.
Worker
Stakeholder classes
Cost
2.
3.
Technology
response time
Technology
timeliness
Activity &
technology
flexibility
Quality & satisfaction
1.
2.
Spec conformity of
service and products
Technology
dependability
1. Expectation conformity
of the service
2. Service dependability
3. Customer satisfaction
1.
2.
3.
Expectation conformity
of work / work
environment
Technology
dependability
Employee satisfaction
• & (Performance metrics,
stakeholder classes)
• Same metric but different
meanings for different
stakeholders:
– Cost to manager =
resources consumed
– Cost to customer = price +
effort / time needed
– Cost to worker = effort
required to perform tasks
Service Engineering MS in University of
Pavia - 081125
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Business Analysis 1 – Deliverable 3 –
Business driver analysis AS-IS
1. Assessment
scope
The scope is the
same as the one
of the analysis
of performances:
anyway specific
elements should
be stated
2. Analysis of drivers
3. Summary
4. Appendixes
Choose from the checklist
applicable rationales
Management summary
on :
Document assessment of
each driver
1. Critical areas
All you want to
add to support the
evaluation :
statistical analysis,
fishbone nalysis
etc.
1 Activities
2. Improvement
areas
3. Grid of drivers
2 Organization
4. Conclusions
3 Skills
4 Rewarding and planning
system
5 Technology strategy
Service Engineering MS in University of
Pavia - 081125
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Business Analysis: Deliverable 3 Business driver analysis framework
Output design
Control variables
Workflow
Sequence
Rules
Reward &
control System
Control lifecycle
Control technology
Enterprise structure
Organization
Application
architecture
Work organization
Process ownership
Computer
Architecture
IT
Process / Job Skills
Skills
Knowledge & Education
System
Data Architecture
Performances &
security
Context factors &
cost
Workload
Service Engineering MS in University of
Pavia - 081125
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Business Analysis: Deliverable 3 –
Business driver analysis framework
• WORKFLOW ANALYSIS
CHECK LIST
– Value of activities
• Does the activity add value to
the output?
• Is the activity designed to
obtain the output the
customer asks for?
• xxxxxx
– Value of business rules
Checklist to analyze
framework variables
• xxxx
• xxxx
– Value of process design
• Xxxx
• xxxx
Service Engineering MS in University of
Pavia - 081125
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Business Analysis: Deliverable 3 –
Analysis of activity value: example
Variable
analyzed
Solution
guidelines
e.g. Activities
value
You explain how
the problem can
fixed
As-is
Diagnosis
Flow of the
process
You explain
why a given
activity is not
optimal
according to
a rationale
(e.g. does not
add value)
The analyst maps
the as-is flow
Activities
commented are
put into evidence
(e.g. in yellow)
Service Engineering MS in University of
Pavia - 081125
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Business Analysis 1 - Deliverable 4 –
Design of the solution
Business Vision
Key points of each
solution proposed (c)
Vision (a)
Activities
Solution 1 (b)
Organization
Solution 2
Competences
Reward and control
systems
Technology
Comparison of
solutions
Impact on
performances
Project duration
Change impact
Budget
Management
commitment
Etc.
Conclusions
Recommendations
(a) indicates the contribution to the corporate
strategy and competitiveness
(b) shows how each alternative can realize
improvements and overcome critical points
identified in the diagnosis
(c) the analyst uses whatever modeling he wants
Service Engineering MS in University of
Pavia - 081125
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Business Analysis 1 - Deliverable 5 –
Design of the project (+ info requirements)
Business Impact
Project design
(multiview
framework)
Information
Requirements
(a)
Competitive
impact
PBS
Activity
Diagrams
Financial
Impact
OBS
Information
Classes (b)
WBS & GANTT
Assembly
Lines & Use
Cases
Organizational
impact
Project risk
(a) in Polytechnic of Milan
produced by an integrated
class; in Pavia replace the
deliverable on project
design
(b) Information classes will be
based since 2008-2009 to
SIRE approach (Strategic
Information Requirements)
(c) To be replaced by Goal
Oriented Methodology
GUI (c)
Service Engineering MS in University of
Pavia - 081125
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Business Analysis 1 - Deliverable 5 –
Multiview framework of projects
Project checkpoints
Issue Management
Activities planning & Control
Project cost control
Communications
Change management
Configuration management
Application sw project
Requirements collection &
refinement
Application development
& testing
User test and adption
IT architecture project
Requirements collection &
refinement
Hw Installationion & Test
Hw diffusion
Chiusura del progetto
Approvazione del progetto
Quality assurrance
SW Maintainance
Architecture Evolutuon
Organizational project
Analysis and design of processes
Change management
Service Engineering MS in University
of
Pavia - 081125
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Business Analysis: deliverable 5
Elicitation of information requirements (framework)
Business Process
Structure
Architecture &
Hierarchy
Business Process
Flow
Functional
Requirements
Activity Diagrams
Assembly lines
Presentation
Objectives
Presentation
Modeling
(GOA)
Strategic Info
Requirements
SIRE
Strategic Info
Requirements
Presentation /
Navigation Req.
IDM
diagrams
Use Case
DB Modeling
GUI
ER + R
Diagrams
Service Engineering MS in University of
Pavia - 081125
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Business Analysis: summary
1. Define sustainable
performances
(performance analysis)
process
2. Design a sustainable
business process
(organizational driver
analysis)
3. Design a performing
system (UML analysis)
SELECT BOOK
(CUSTOMER)
BUY BOOK
(CUSTOMER)
SEND BOOK
(WAREHOUSE)
DELIVER BOOK
(POST OFFICE)
Workflow
Structure
HR
Performance
operator
L
O
GI
N
S
E
L
E
C
T
B
O
O
K
SHOW
ORDER
STATUS
ACCE
PT
CUST
OMER
SEN
D
ENT
ER
DELI
VER
Y
BUY
PICK
CATALOG
customer
ORDERS
Planning &
Rewarding
ICT
BOOK INVENTORY
DELIVERIES
CUSTOMER DATA
Analysis & definition of
business process
performances for
• Management
• Customer
• Worker
Definition of a sustainable
configuration of
• Workflow
• Organization structure
• Skill (HR)
• Reward and planning
• Technology
Service Engineering MS in University of
Pavia - 081125
Information requirements
• Business process
architecture & flow
• Presentation / GUI
• Data
• Use Case
33
Service Engineering - appendix
Research topics
Publications
BT for BP
design
Research Area
Perromamances HIGO
IT strategy
Reward and control system
Skill
Data
SIRE
Organization Structure
Presentation
GOA +
Logical
Model
Workflow
Service
concept and
objectives
Business process
PIM
Telecom
Italia
(partial) for
IT Strategic
Planning
Consultancy
organization
for DMS /
KMS
Knowledge base HIGO 2
/ FP7
Service Engineering MS in University of
Pavia - 081125
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Research Area:
HIGO 2
Service Engineering MS in University of
Pavia - 081125
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HIGO 2 : Metamodel
•
Business Process KB metamodels have been developed e.g. MIT Process
Handbook
•
HIGO introduces both performance and stakeholder perspectives
•
Also integrates the SLA concepts
•
Navigation is supported by a web application and an Eclipse plug-in
Service Engineering MS in University of
Pavia - 081125
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HIGO 2 : Screen
MENU BAR
TOOL BAR
PALETT
E
EDITOR VIEW
Navigation by Specialization &
Decomposition
NAVIGATION VIEW
OUTLINE VIEW
PROPERTY VIEW
Service Engineering MS in University of
Pavia - 081125
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Aggregated Business Entities ABE+
•
•
•
The term ABE was firstly used in
eTOM SID for the telco domain
ABE+ develops a complete
methodology and provides a
CROSS INDUSTRY NORMATIVE
REFERENCE MODEL
It answers key issues:
– What information business really
needs?
– How has been information
computerized?
•
Current activities
– ABE+ CAD tool prototype
– ABE+ Web Repository of Best
Practice Pattern
– ABE+ Handbook (to be translated
in English)
Service Engineering MS in University of
Pavia - 081125
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ABE+ : CAD tool prototype
Service Engineering MS in University of
Pavia - 081125
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Goal Oriented Analysis
A real life example
S = Structure
C = Content
A = Access
N = Navigation
P = Presentation
I = Interaction
O = Operation
Service Engineering MS in University of
Pavia - 081125
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Goal Oriented Analysis
Goal Oriented Analysis (GOA)
• Origin: AWARE & IDM (Paolini,
Politecnico of Milano)
• Our purpose
– CASE Support
– Transformation from
conceptual to logical model
(WEBML)
• Potential benefits:
Navigation Model (IDM)
– Users say what they want not
what they do
– Easy communication
– Combines easy conceptual
representation of needs with
robust logical design
Service Engineering MS in University of
Pavia - 081125
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Other Research Activities
ICT Portfolio
•
•
•
•
ICT Portfolio is an application of
the HIGO 2 and ABE concepts in
the domain of service
organizations
Organizations operate hundreds
of business services that are
delivered by business processes
Business process in turn use
multiple IT applications
A knowledge base on the
relationships between IT
applications, business processes
and business services shortens
the lead time to modification or
innovation of business services
Service Engineering MS in University of
Pavia - 081125
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Other Research Activities
ICT Portfolio
• The model includes three
levels:
– Service level
– Business Process level
– IT Process level
• Each level is described by
– Structure elements
– Performance measures
• The tool shows by a top down
navigation what applications
and systems are affected by
any modification on services to
end customer
Service Engineering MS in University of
Pavia - 081125
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2008 Publications
•
10th International Conference on Enterprise Information Systems, 12 - 16,
June 2008,Barcelona, Spain
– Strategic Information Requirements Elicitation - Definition of Aggregated
Business Entities (Position paper)
•
International Conference on Business and Information, July 7-9, Seoul, S.
Korea
– Designing business processes for business performance: a framework
– Performing Business Processes Knowledge Base: Best Paper Award
•
20th World Computer Congress, September 7-10, Milan, Italy
– ICT Portfolio: Mapping Business and ICT Services
– Strategic Modelling of Enterprise Information Requirements
•
•
•
Editorship of WCC 08 Service Science proceedings
Co-Editorship of IBM Service Science Reference book – Future Research
Ongoing activities 2009:
– Textbook on Enterprise Information Systems 3d edition ( Italian, Mc Graw-Hill )
– BAI 2009
Service Engineering MS in University of
Pavia - 081125
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Service Engineering - University of Pavia
Concept, structure, and research topics
Backup
Services Engineering:
“Business Analysis”
•
•
•
•
•
•
•
•
•
•
•
•
2003 Factory operations MTS (LabChair)
2003 Supply Chain Management (Pirelli-Cables)
2003 Elevator customer care (Elevator)
2004 Pumps ETO process (WaterStar)
2005 Elevator delivery process ETO (Elevator Company)
2004 Healthcare analysis lab
2005 Insurance subscription process (Colibrì)
2005 Transportation Maintenance Management (ATM)
2006 Healthcare service to patient (Radiology)
2007 Banking / mortgage loans (SuperBank)
2008 Utilities (Super Energy)
2009 Travel agent (customer operations)
Service Engineering MS in University of
Pavia - 081125
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“Business Analysis”
Architecture of topics
IT focus
Org focus
As is
Enterprise Process Maps
Performances and Benchmark
Organizational drivers
IT positioning (strategic analysis)
To-be
Design of the solution
Design of the project
Analysis of presentation, business
rules, data (UML extended)
Highly tested class architecture:
•Service Processes Politecnico of Milan (Industrial Eng) 1.800 students (2003 to 2008)
•SCM Processes Politecnico of Milan (Industrial Eng) 200 students (2003 to 2005)
•Pavia & Mantua (Service Engineering) 70 graduate students (2006 to 2008)
Service Engineering MS in University of
Pavia - 081125
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Enterprise architecture
Root: organization
Leaf: business process
Enterprise Level
Business Process Level
Business process architecture
Root: business process
Leaf : business elementary
activity
Business activity architecture
Root: business activity
Business Activity Level
Leaf : action and/or use case
Service Engineering MS in University of
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Pavia - 081125
Management
processes
Strategic planning
Management Control
Business intelligence
Purpose: to manage the
organization
Primary
processes
Production and
delivery of
organization’s
services and
products (value
chain)
Purpose : to
serve customers
Support processes
Accounting
Organizational resources
management (HR, assets
etc.)
Business support services:
IT, facilities management
etc.
Purpose: to support primary
processes and comply with
regulations
Service Engineering MS in University of
Pavia - 081125
50
Map of activities: generic example
Pick from
warehouse
Enter
Request
Confirm &
Deliver
Fulfill
request
Pick from
automated
warehouse
Pick form
manual
warehouse
Search on
shelves
Deliver
Select cell
Pick from
cell
Service Engineering MS in University of
Pavia - 081125
Unload on
AGV
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