Bob Glushko, Normative frameworks for describing service systems

At #hsse2012 @rjglushko trying to teach service science, initially with a portfolio approach, but now asking people coming from different disciplinary backgrounds. Finding pattern in taxonomy of frameworks: 1 physical or topological, 2 experiential, 3 function or process, 4 value chain, 5 data-driven or simulation. Frameworks compare as conceptual vs. physical; organizational vs. Process vs. information. Now have students describe BART system, get a variety of natural descriptions, where they’re hybrids of models from previous experience. Most common is touchpoint technology. Can then organize ideas together abstractly. Models and descriptions are complementary, recommend teaching as hybrid.

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David Ing blogs at http://coevolving.com , photoblogs at http://daviding.com , and microblogs at https://ingbrief.wordpress.com . See .

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