This thesis presents a preliminary design of a demand forecasting service using a service design approach. The service aims to provide a better user experience when forecasting demands for the Operational Managers (OM) in an online food-delivery platform. Based on the internal user interviews, demand forecasting is essential to plan the right yet efficient balance between order demand and delivery supply. However, some limitations were discovered in the existing process that creates unnecessary manual work, and therefore less time productivity. This thesis explores whether to create a better digital and centralized forecasting service and can be introduced to reduce the manual tasks as much as possible using Machine Learning models. The research methodologies used in this thesis are the user-centric design methods, for example, semi-structured interviews, Affinity diagrams, Stakeholder Mapping, Persona, User Journey Mapping, and Service Blueprint. Moreover, the research highlights the current gaps in the forecasting process and presents comprehensive suggestions in designing the forecasting service. The results also combined the stakeholder aspirations to ensure operational efficiency and user-centric design methods to solve those gaps. / Denna uppsats presenterar en preliminär design för en tjänst för efterfrågeprognostisering med hjälp av en tjänstedesignmetod. Tjänsten syftar till att ge en bättre användarupplevelse vid prognostisering av efterfrågan för de operativa cheferna på en online-matleveranstjänst. Intervjuer med interna användare visade att prognostisering av efterfrågan är viktig för att kunna planera en korrekt men effektiv balans mellan efterfrågan och antalet kurirer. I den nuvarande processen upptäcktes dock några begränsningar som skapar onödigt manuellt arbete och mindre tidsproduktivitet. Förslaget var att skapa en bättre digital och centraliserad prognostiseringstjänst och minska de manuella uppgifterna så mycket som möjligt med hjälp av maskininlärningsmodeller. I forskningen tillämpades användarcentrerade designmetoder, till exempel halvstrukturerade intervjuer, affinitetsdiagram, intressentkartläggning, persona, kartläggning av kundresor och service blueprint. Dessutom belyste forskningen de befintliga luckorna i hela processen och presenterade omfattande förbättringsförslag för utformningen av prognostiseringstjänsten. Resultaten kombinerade också intressenternas ambitioner för att säkerställa operativ effektivitet med användarcentrerade designmetoder för att lösa rätt problem. Prognostiseringstjänsten utvecklades av företaget utgående från forskningsresultatet.

The programmable network envisioned in the 1990s within standardization and research for the Intelligent Network is currently coming into reality using IPbased Next Generation Networks (NGN) and applying Service-Oriented Architecture (SOA) principles for service creation, execution, and hosting. SOA is the foundation for both next-generation telecommunications and middleware architectures, which are rapidly converging on top of commodity transport services. Services such as triple/quadruple play, multimedia messaging, and presence are enabled by the emerging service-oriented IPMultimedia Subsystem (IMS), and allow telecommunications service providers to maintain, if not improve, their position in the marketplace. SOA becomes the de facto standard in next-generation middleware systems as the system model of choice to interconnect service consumers and providers within and between enterprises. We leverage previous research activities in overlay networking technologies along with recent advances in network abstraction, service exposure, and service creation to develop a paradigm for a service environment providing converged Internet and Telecommunications services that we call Service Broker. Such a Service Broker provides mechanisms to combine and mediate between different service paradigms from the two domains Internet/WWW and telecommunications. Furthermore, it enables the composition of services across these domains and is capable of defining and applying temporal constraints during creation and execution time. By adding network-awareness into the service fabric, such a Service Broker may also act as a next generation network-to-service element allowing the composition of crossdomain and cross-layer network and service resources. The contribution of this research is threefold: first, we analyze and classify principles and technologies from Information Technologies (IT) and telecommunications to identify and discuss issues allowing cross-domain composition in a converging service layer. Second, we discuss service composition methods allowing the creation of converged services on an abstract level; in particular, we present a formalized method for model-checking of such compositions. Finally, we propose a Service Broker architecture converging Internet and Telecom services. This environment enables cross-domain feature interaction in services through formalized obligation policies acting as constraints during service discovery, creation, and execution time. / Das programmierbare Netz, das Ende des 20. Jahrhunderts in der Standardisierung und Forschung für das Intelligente Netz entworfen wurde, wird nun Realität in einem auf das Internet Protokoll basierendem Netz der nächsten Generation (Next Generation Network). Hierfür kommen Prinzipien aus der Informationstechnologie, insbesondere aus dem Bereich dienstorientierte Architekturen (Service-Oriented Architecture / SOA) für die Diensterstellung, -ausführung und -betrieb zum Tragen. SOA bietet hierbei die theoretische Grundlage für Telekommunikationsnetze, vor allem jedoch für die dazugehörigen Dienstplattformen. Diese erlauben dem Telekommunikationsbetreiber seine Position in einem offenen Marktplatz der Dienste auszubauen. Dazu bedarf es allerdings möglichst flexibler Dienstumgebungen, die die Kooperation zwischen Dienstanbietern und Nutzern aus unterschiedlichsten Domänen durch Unterstützung geeigneter Werkzeuge und Mechanismen fördert. Im Rahmen dieser Dissertation definieren wir aufbauend auf Forschungsergebnisse im Bereich Overlay-Netze, Netzabstraktion und Zugriff auf exponierte Dienste eine Service Broker genannte Dienstumgebung für konvergente Internet- und Telekommunikationsdienste. Dieser Service Broker stellt Mechanismen für die Komposition von Diensten und Mediation zwischen unterschiedlichen Dienstparadigmen und Domänenspezifika beim Dienstaufruf zur Verfügung. Der Forschungsbeitrag dieser Arbeit findet auf unterschiedlichen Ebenen statt: Aufbauend auf einer Analyse und Klassifikation von Technologien und Paradigmen aus den Bereichen Informationstechnologie (IT) und Telekommunikation diskutieren wir die Problemstellung der Kooperation von Diensten und deren Komposition über Domänengrenzen hinweg. In einem zweiten Schritt diskutieren wir Methoden der Dienstkomposition und präsentieren eine formalisierte Methode der modellbasierten Diensterstellung. Der Schwerpunkt der Arbeit liegt auf der Spezifikation der Service Broker Dienstumgebung und einem zugrundeliegenden Informations- und Datenmodell. Diese Architektur erlaubt die Komposition und Kooperation von Diensten über Domänengrenzen hinweg, um konvergente Internet- und Telekommunikationsdienste zu realisieren. Hierfür wird ein auf Obligationspolitiken basierendes Regelsystemformalisiert, das Interaktionen zwischen Dienstmerkmalen während der Diensterstellung und -ausführung definiert.

The automotive domain is changing. On the way to more convenient, safe, and efficient vehicles, the role of electronic controllers and particularly software has increased significantly for many years, and vehicles have become software-intensive systems. Furthermore, vehicles are connected to the Internet to enable Advanced Driver Assistance Systems and enhanced In-Vehicle Infotainment functionalities. This widens the automotive software and system landscape beyond the physical vehicle boundaries to presently include as well external backend servers in the cloud. Moreover, the connectivity facilitates new kinds of distributed functionalities, making the vehicle a part of an Intelligent Transportation System (ITS) and thus an important example for a future Internet of Things (IoT). Manufacturers, however, are confronted with the challenging task of integrating these ever-increasing range of functionalities with heterogeneous or even contradictory requirements into a homogenous overall system. This requires new software platforms and architectural approaches. In this regard, the connectivity to fixed side backend systems not only introduces additional challenges, but also enables new approaches for addressing them. The vehicle-to-backend approaches currently emerging are dominated by proprietary solutions, which is in clear contradiction to the requirements of ITS scenarios which call for interoperability within the broad scope of vehicles and manufacturers. Therefore, this research aims at the development and propagation of a new concept of a universal distributed Automotive Service Delivery Platform (ASDP), as enabler for future automotive functionalities, not limited to ITS applications. Since Machine-to-Machine communication (M2M) is considered as a primary building block for the IoT, emergent standards such as the oneM2M service platform are selected as the initial architectural hypothesis for the realisation of an ASDP. Accordingly, this project describes a oneM2M-based ASDP as a reference configuration of the oneM2M service platform for automotive environments. In the research, the general applicability of the oneM2M service platform for the proposed ASDP is shown. However, the research also identifies shortcomings of the current oneM2M platform with respect to the capabilities needed for efficient communication and data exchange policies. It is pointed out that, for example, distributed traffic efficiency or vehicle maintenance functionalities are not efficiently treated by the standard. This may also have negative privacy impacts. Following this analysis, this research proposes novel enhancements to the oneM2M service platform, such as application-data-dependent criteria for data exchange and policy aggregation. The feasibility and advancements of the newly proposed approach are evaluated by means of proof-of-concept implementation and experiments with selected automotive scenarios. The results show the benefits of the proposed enhancements for a oneM2M-based ASDP, without neglecting to indicate their advantages for other domains of the oneM2M landscape where they could be applied as well.

外送平台為滿足餐廳與消費者需求的外送平台。現代人生活繁忙，加上對網際網路的高度依賴，大部分人都希望透過網路解決日常生活問題，包括餐飲。由於人們的生活習慣改變，傳統餐飲外送都是打電話去熟悉的店家要求外送，餐飲外送平台服務的出現顛覆了傳統到餐廳用餐的習慣。本個案研究透過訪問澳門標竿訂餐外送平台A公司，以及次級資料的輔助，去探討組織關鍵活動與商業模式之關連性、帶給消費者的價值與關鍵成功因素，作為以後欲加入外送平台業者之參考加值。 　　新創事業會以商業模式為其事業作系統化的分析，集中市場需要，透過商業模式來解釋企業如何獲利，透過獨特的商業模式在市場上競爭。商業模式建立後，企業便希望能夠監控企業某些活動以達到短、中、長期的成功。企業投放最多資源、受高階主管重視，而且不斷實行的活動，稱為「組織關鍵活動」。 　　Ａ平台為新創企業，在始創期時需要大量的資金去發展不同的業務與行銷活動。平台在剛開始運作時曾因外送人員不足、安排外送路線混亂等問題導致送餐時間延誤，或是當餐點送到客戶手裡時已冷掉。因此本研究經過對個案公司人員深入訪談，找出該企業的六項組織關鍵活動，依排序分別為募集資金、擴充外送團隊、加強宣傳力度、拓展業務範疇、優化平台服務、團隊管理。 　　本研究發現企業透過商業模式幫助企業定義如何創造、傳遞及獲取價值的手段與方法，是屬於發展規劃較前面階段的概念。當企業為其業務發展定位後，便開始找出企業在商業模式的基礎上針對組織想要達到的成功目標，去不斷實行相關的活動，再配合企業本身特有的關鍵成功因素，使得整個企業發展架構更有系統，對企業長遠發展能產生關鍵性作用。 / The delivery platform connects the needs of restaurant and consumers. Nowadays, people with busy life and are highly depending on the Internet in their daily life, including ordering meals. As people's living habits are changing, the start-up of delivery platform subverts the traditional habit of dining in the restaurant. This study explores the connection between the Organizational Critical Activities and Business Model through the interviews with Macau's outstanding meal delivery platform A and with the assistance of secondary materials to bring the value and success factors of consumers for the future entrants who wish to join the delivery platform as a reference. 　 Start-ups need a systematic analysis of their careers based on business models to identify how businesses can make money and compete in the market through unique business models. After the establishment of the business model, enterprises need to monitor certain activities of enterprises in order to achieve short, medium and long-term success. Organizations that place the most resources, are valued by top executives, and are constantly conducted, termed “Organization Critical Activities." 　Delivery Platform A as a start-up business, it needs huge amount of money to develop different business and marketing activities. It faces a lot of difficulties such as lack of human power for delivery, confusion in delivery routes or the meals are getting cold when they delivered to customers. After conducting in-depth interviews with company personnel, the study lists six organizational critical activities in sequence, namely raising funds, expanding delivery team, advertising, expanding business scope, optimizing platform service and team management. 　　Enterprises start the business by using Business Model as the tool for positioning. Such model helps enterprises to define how to create, transfer value to customers, which belongs to the early stage of the business development planning. Then, enterprises start to consider what activities the enterprises have to implement base on the positioning result of Business Model. By combining with the company’s unique key success factors, the proposed analysis framework is more systematic and plays a key role in the long-term development of the enterprises.