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El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado. / Micro and Small Enterprise (MSEs) are the primary employment driving force in Peru; however, their low level of management does not allow for their long-term sustainable development. This situation has led such companies to incur unnecessary costs and expenses. In this study, we deal with the case study of a microenterprise of services in the personal beauty sector, which applied a Management Model based on define, measure, analyze, improve, and control (DMAIC) method. That excellent methodology helps to improve processes through the philosophy of continuous improvement, with the aim of proposing improvements to increase profitability and growth. Moreover, the integration of various techniques and tools at each stage of the DMAIC methodology was proposed with a focus on human management processes, inventories, and operational services, which have greater impact on most companies of this type.

In the information society, electronic healthcare service (e-health), the new concept of medical treatment has been introduced to improve health and healthcare. In order to let the service process more efficiently and improve the performance of whole service delivery system, we discuss about the internal of the delivery system. The main topic of this study is to investigate the e-health care delivery service. We make the interview with doctors, IT staffs and healthcare staffs, and then we find out the delivery system can divide into three parts: 1. staff training, 2. intra-organization communication, 3. service process. Our research framework is based on part of service blueprinting, discussing the interaction between each components of our research framework. Later, we join communication into intra-organization to discuss whether a good communication between intra-organizations can contribute to higher levels of employee service quality or not, and we get a positive conclusion. Through our analysis, we find out that the communication would be the most important factor in delivery service including diagonal communication, upward communication, downward communication and horizontal communication in the organization. Finally, we hope our study and finding can lead the e-health service delivery system more efficient and come to maturity.

With the liberalization of the telecommunications industry, Taiwan has become a broadband networked society. People hope greatly that the current three private fixed network companies will break the telecommunications monopoly and bring new technology. Nevertheless, due to the fact that the existing service provider, Chunghwa Telecom, keeps raising difficulties over the connection of their lines and the regional governments also have many restrictions of the excavation and pipe laying, the service is unavailable in the place where there is no network deployment. Thus the fixed network companies build networks strategically in high-income metropolitan area and industrial park. The related quality management of network building is much significant. A service blueprinting will identify possible fail points and weak links in the service delivery process and then improve service quality. This study of the analysis of the telecommunications network deployment is to explore possible fail points in the process and provide improvement plans through service blueprints. In order to know the results of process improvement, system simulation which can build the original and improved process modes and ARENA process simulation software for simulation and analysis in a variety of conditions will be used. When the related industries establish the perfect service model, this is for their reference.

Abstract. This thesis project analyzes how the principles and methods of service design, design thinking, and human-centered design research can be utilized to re-imagine a county-level parks department, specifically Allegheny County Parks. Allegheny County Parks is a system of nine parks that have suffered for 30+ years from deferred maintenance, funding cuts, and other shortages. Boyce Park, one of the nine County parks, includes a broad range of prototypical park activities. My previous employment and established relationships made Boyce Park an excellent service design case study. To begin the project, I employed exploratory research methods (e.g., literature reviews, observations, participation in services, surveys, and interviews) to understand the design space. Then, generative research methods (e.g., affinity diagrams, personas, stakeholder maps, and service blueprints) led to the identification of key service improvement areas: organizational structure, increase revenue, infrastructure, user-centered park policies and communications. The area of communications was chosen for further exploration, due to its potential as a first step in transforming the parks and affecting the other service improvement areas. Another round of communications-centered exploratory and generative research (e.g., benchmarking and speed dating) was completed, resulting in a new service ecology and communications system proposal for Allegheny County Parks. A portion of the new communications system, specifically a responsive website design for mobile, tablet and desktop platforms, was prototyped. The responsive design, which showcased an activity finder and reservation system, was evaluated through paper prototyping sessions. The feedback from these sessions was implemented within a final HTML prototype.