Vol.1 No.2 2008

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Research paper : Introduction to service engineering (H. Yoshikawa)−107 Synthesiology - English edition Vol.1 No.2 (2008) a topical manner limited only to service.(1) Relationship of function and serviceHuman action and the use of things bring out potential ability, and the activation of the ability is considered to be an exertion of function, so the potential ability can be called a latent function here. Then the function manifests “slowly” through the action and the use. The relationship can be described as follows. The latent function is L, the manifest function is F, and the speed of manifestation is f with following relationship:Ld0 = Ld1(t) + Fd1(t)fd = −kd・d(Ld1)/dtd represents the donor. L0 is the initial value of the latent function, and the service can no longer be donated when this reaches 0, and it determines the donor’s lifespan for donating a service. f is a speed of appearance of the function, and is a time-speed for donating service, and service in general meaning falls into this category. k is a parameter which includes diverse meanings, and must be defined separately.(2) Relationship between effect and serviceDefinition is necessary for receiving actions of receptor. Reception is a situation where the function flows in at a certain speed. However, the function that flowed in at fr does not immediately become receptor’s latent function, but some part is wasted. The latent function Lr that the receptor already possessed does manifest as fr’ to generate effect. This is service effect e. Then, we obtain some relationships as follows: fr = kr・d(Fr1)/dtFr1 ≠ Lr1Lr0 = Lr1(t) + Fr1’(t)fr’ = kr’・d(Fr1’)/dtfr’ = -kr’・d(Lr1)/dtFr1(t) = (Excellence of design, mastery, communication efficiency) * Fd1(t)fr’ = (Coefficient of receiving action) * fre = (Coefficient of effect realization) * fr’r is for the receptor. The service Fd becomes Fr when delivered to the receptor, and flows into the receptor at fr. Receptor who received it exerts function from Lr at speed fr’, and increases Fr’. These relationships are possible, of course, when both are quantitatively expressed, but quantitative expression is conventionally not easy. However, quantitative considerations are sometimes done unconsciously in an actual practice, so precise consideration of this unconscious quantification is useful. This is an important topic of the service engineering, and the outline of the issue will be presented using an example.Example) Dining at a restaurantA person goes to a restaurant to have a meal. He sits down; looks at the menu, and selects aperitif (A), appetizer (B), main dish (C), and desert (D). Then he places an order. This is an order by the receptor. The cook who hears the order considers the customer’s preference (service design), cooks (service maneuver), and serves the dish (service donation). It is immediately apparent that timing for serving the dish is important. First, the order of aperitif, appetizer, main dish, and desert must be observed strictly. Also, the time interval between each meal elements is extremely important. However, the customer usually does not designate the interval. Therefore, estimation of the receptor’s expectation by the donor is a part of the service design. In this example, the donor’s motivation of providing action is an order. To simplify, let us assume that the receptor sets the order time, and his expectation is completely fulfilled when the order is provided as designated, or in other words receiving action and effect realization are perfect, that is both coefficients are 1. The result, for example, may be as shown in Figure 3. There is a gap between the order and the providing action. The gap consists of quality or quantity between expectation and provision (the Figure evaluates quality; it is quantified as x and x’) and gap in time (expectation t, provision t’), and results in decreased level of achievement. Of course, the fulfillment level also decreases. The value can be calculated as follows:Fulfillment level or Achievement level = 1/4 ( xx’ /x2 ) (1 − ( |t −t’ |/t ) ) = 0.69The fulfillment level is about 70 %. As in this example, the problem cannot be solved practically unless the service is considered as a time course. In this example, only the time of serving dish is shown, and this is an approximation by discretization.Originally, donation and reception are considered to be a continuous function of time. If the individual service is (35)−D’s service: R’s order: Wants to enjoy good meal. Selects items A, B, C, and D from menu. Expects that the items will be served according to time course a, b, c, and d, and places order.Makes preparation, i.e. cooks, to meet R’s order, and serves items at appropriate timing a’, b’, c’, and d’.ABCDabcda’b’c’d’OrderService5 Min20 Min70 Min40 Min80 Min15 Min50 Min3 MinFig. 3 Dining at restaurant.

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