以一种系统化动态方法重新设计和执行服务网.pdfVIP

REDESIGN AND PERFORMANCE OF SERVICE 1 NETWORKS: A SYSTEMS DYNAMICS APPROACH Martin Smits, European Research Institute in Service Science Department of Information Systems, Tilburg University, The Netherlands (m.t.smits@uvt.nl) Willem-Jan van den Heuvel, European Research Institute in Service Science Department of Information Systems, Tilburg University, The Netherlands (wjheuvel@uvt.nl) Christos Nikolaou, Transformation Services Lab, University of Crete, PO Box 71003, Heraklion, Greece (nikolau@tsl.gr) Abstract Continuous innovation of service networks is important for the success of modern service based economies. Over the last years, several analysis and design methods have emerged for engineering SOA applications. Ho wever, none of these methods can effectively cope with the increased level of complexity and dynamics that come with service network innovation. In addition, and even more problematic , existing methods fall largely short in assisting application designers and business managers in evaluating and predicting the impact of design decisions on the performance of the service-enabled applications and the end to end business processes at the network level. In this paper we use system dynamics simulation to predict the impact of design decisions for software services and human-operated services on service network performance in the automobile industry. We show that a single design decision at the software level influences 10 out of 12 performance indicators at the firm and the inter-organizational business network level. Keywords: Service design, Business Network Performance, System Dynamics, Simulation 1 The research leading to these results has received funding from the European Commun