Alla drömmer om att komma bort från vardagen även om det bara är för några timmar. När en person betalar för en upplevelse vill denne ha tid att njuta av flera minnesvärda händelser som erbjuds av ett företag, och som berör personen på ett personligt sätt. Karlstad CCC är en tillflyktsplats där gäster kan få energi och drömma sig bort för en kväll, genom bland annat en minnesvärd föreställning. Syftet med denna studie är att beskriva gästens upplevelse under en föreställning på Karlstad CCC. Denna upplevelse ska analyseras genom observationer, intervjuer, enkätundersökningar och experiment. Vidare syftar uppsatsen till att baserat på dessa resultat kunna konstruera en förbättrad tjänsteprocess. Teorin som används behandlar områden som tjänst, tjänsteprocess, upplevelse och reciprocitet. Genom informationen som samlades in utformades ett experiment där en del av tjänsteprocessen ändrades. Under detta experiment delades även en gåva ut för att undersöka om reciprocitetsregeln påverkade gästerna till merköp. Resultaten av gästerna upplevelse visade på varierande åsikter. Majoriteten av gästerna var tillfredsställda med den totala upplevelsen. De ändringar som gjordes av tjänsteprocessen vid experimentet gav ingen större genomslagskraft. Reciprocitetsregels påverkan gav en svag inverkan på gästerna.

How to create, classify, store and share the external and internal knowledge effectively will be the main competitive advantages of a company in the new era of knowledge economy. It is extremely important to the software industry, an industry that is highly intensive in both knowledge and human power. Requirement Analysis is the first phase in software development process and is an important development base for the other phases. Therefore, it becomes the key success factor for a software product. This paper proposes a requirement construction procedure. First, it expresses the users' important requirements through requirement capture and requirement transformation process, with related tables and interface blueprints. Secondly, it transforms the interface blueprints into abstract templates and meta-templates based on the abstraction of the interface blueprints through the requirement structure analysis procedure. Based on these templates and meta-templates, it can create a knowledge management framework using the special features of objects and encapsulation. Then, the requirement-knowledge is able to be stored, integrated and reused effectively. Lastly, this paper uses the ERP of steel industry in a software company as an example. It applies the knowledge modeling process of requirement analysis by a case demonstrated in practice. The result of this research provides the tables and templates for a company to create a requirement analysis knowledge management system. This system may help analysts to analyze requirements, and hopefully, reduce the time in software development and enhance the quality of software products.

Esta dissertação aborda o problema da falta conhecimento a respeito do processo de mapeamento e avaliação das tarefas executadas pelos consumidores em processos de serviços reais. De fato, a literatura acerca da construção de mapas que permitam visualizar as tarefas desempenhadas pelos consumidores nos processos de serviço ainda se mostra escassa o que motiva o desenvolvimento de pesquisas que venham a contribuir para a sistematização e difusão de tal prática. Neste contexto, este trabalho objetiva contribuir com o gerenciamento e controle das operações de serviço verificando como a participação do consumidor nos processos de serviço pode ser mapeada e medida. Desta forma são considerados os seguintes objetivos específicos: a) Verificar como a literatura propõe a construção de mapas para visualizar as tarefas executadas pelos consumidores em processos de serviço; b) Aplicar o Mapa de Consumo em casos reais de serviço detalhando como a construção deste mapa pode ser conduzida, identificando e medindo as tarefas desempenhadas pelos consumidores; c) Identificar as principais dificuldades encontradas na construção do Mapa de Consumo e medição das tarefas dos consumidores. As principais ferramentas identificadas na revisão da literatura para a forma de mapeamento focada foram o SIPOC, Blueprint, Mapa de Consumo, Carta de Atividades e SERVPRO. Realizou-se então uma análise comparativa das mesmas, procurando-se destacar aspectos singulares da forma como propõem que a participação do consumidor no processo de serviço seja visualizada. Para se coletar dados empíricos sobre a aplicação de uma ferramenta de mapeamento com o propósito de representar e analisar a participação do consumidor, a pesquisa explora o potencial de aplicação da ferramenta Mapa de Consumo, proposta por Womack e Jones (2006), no estudo das tarefas e interações que compõem processos de serviço em que o consumidor atua como coprodutor, exercendo papel fundamental para concretização do serviço. Assim, o escopo desta pesquisa foi delimitado à consideração de processos de serviço do tipo faça você mesmo com interação remota e com interação presencial, entre cliente e provedor, em casos nos quais a variabilidade do processo é baixa. O serviço do tipo faça você mesmo com interação remota selecionado como objeto de estudo foi um processo de compra coletiva pela internet, e para seu mapeamento foram adotados os métodos de coleta de dados por estudo de caso, utilizando a empresa provedora do serviço como fonte de dados, e experimento, recorrendo aos seus consumidores como fonte de dados. Para o serviço do tipo faça você mesmo com interação presencial, selecionou-se o processo de estacionar o carro em um shopping center, e para seu mapeamento foi adotado o método de coleta de dados por meio de uma enquete realizada in loco com seus consumidores. Ao final da pesquisa, conclui-se que a construção e aplicação do Mapa de Consumo para os processos de serviço do tipo faça você mesmo, tanto na modalidade com interação remota como na modalidade com interação presencial são viáveis e que as principais dificuldades acerca da construção dos mapas referem-se ao tempo requerido para coleta dos dados e a adesão de participantes à pesquisa. Além disso, são elencadas propostas para o desenvolvimento de pesquisas futuras relacionadas ao tema abordado nesta dissertação. / This dissertation examines the problem of lack of knowledge about the process of mapping and evaluating the tasks performed by consumers in real service processes. Indeed, the literature about the construction of maps that enable the visualization of tasks undertaken by consumers in service processes are still scarce, what motivates the development of research works that might contribute to the systematization and dissemination of such practice. In this context, this work aims at contributing to the management and control of service operations, by examining how the consumer participation in service processes can be mapped and measured. Thus, the following objectives are considered: a) Verify how the literature proposes the construction of maps to visualize the tasks performed by consumers in service processes; b) Apply the Consumption Map in cases of real service detailing how the construction of this map can be conducted, by identifying and measuring tasks undertaken by consumers; c) Identify the main difficulties encountered in the construction of Consumption Map and in the measurement of consumer tasks. The main tools identified in the literature review to address this kind of mapping were SIPOC, Blueprint, Consumption Map, Activity Chart and SERVPRO. A comparative analysis of these tools was developed seeking to highlight unique aspects of the way how they propose that consumer participation in the service process be displayed. To collect empirical data on the application of a mapping tool with the purpose of representing and analyzing the participation of consumer, the research explores the potential application of the Consumption Map tool, proposed by Womack and Jones (2006), in the study of tasks and interactions that compose service processes in which the consumer acts as co-producer, playing a fundamental role for the realization of the service. Therefore, the purpose of this research was limited to the analysis of service processes of \"do it yourself\" type with remote interaction and with face-to-face interaction between customer and provider, in cases in which process variability is low. The \"do it yourself\" type of service with remote interaction selected as the object of the study was a process of shared shopping by the internet, and for its mapping the data collection method adopted were the case study, using the service provider company as data source, and experiment, using its consumers as data source. For the \"do it yourself\" type of service with face-to-face interaction, it was selected the car parking process in a shopping center, and the data collection method adopted for its mapping was a survey conducted in situ with its consumers. At the end of the research, it is concluded that the construction and application of Consumption Map for service processes of \"do it yourself\" type, either in remote interaction mode or in face-to-face interaction mode are feasible and that the main difficulties in the construction of the maps refer to the time required for data collection and the adherence of participants to the research. Also, proposals for the development of future research related to the topic covered in this dissertation are listed.

Esta dissertação aborda o problema da falta conhecimento a respeito do processo de mapeamento e avaliação das tarefas executadas pelos consumidores em processos de serviços reais. De fato, a literatura acerca da construção de mapas que permitam visualizar as tarefas desempenhadas pelos consumidores nos processos de serviço ainda se mostra escassa o que motiva o desenvolvimento de pesquisas que venham a contribuir para a sistematização e difusão de tal prática. Neste contexto, este trabalho objetiva contribuir com o gerenciamento e controle das operações de serviço verificando como a participação do consumidor nos processos de serviço pode ser mapeada e medida. Desta forma são considerados os seguintes objetivos específicos: a) Verificar como a literatura propõe a construção de mapas para visualizar as tarefas executadas pelos consumidores em processos de serviço; b) Aplicar o Mapa de Consumo em casos reais de serviço detalhando como a construção deste mapa pode ser conduzida, identificando e medindo as tarefas desempenhadas pelos consumidores; c) Identificar as principais dificuldades encontradas na construção do Mapa de Consumo e medição das tarefas dos consumidores. As principais ferramentas identificadas na revisão da literatura para a forma de mapeamento focada foram o SIPOC, Blueprint, Mapa de Consumo, Carta de Atividades e SERVPRO. Realizou-se então uma análise comparativa das mesmas, procurando-se destacar aspectos singulares da forma como propõem que a participação do consumidor no processo de serviço seja visualizada. Para se coletar dados empíricos sobre a aplicação de uma ferramenta de mapeamento com o propósito de representar e analisar a participação do consumidor, a pesquisa explora o potencial de aplicação da ferramenta Mapa de Consumo, proposta por Womack e Jones (2006), no estudo das tarefas e interações que compõem processos de serviço em que o consumidor atua como coprodutor, exercendo papel fundamental para concretização do serviço. Assim, o escopo desta pesquisa foi delimitado à consideração de processos de serviço do tipo faça você mesmo com interação remota e com interação presencial, entre cliente e provedor, em casos nos quais a variabilidade do processo é baixa. O serviço do tipo faça você mesmo com interação remota selecionado como objeto de estudo foi um processo de compra coletiva pela internet, e para seu mapeamento foram adotados os métodos de coleta de dados por estudo de caso, utilizando a empresa provedora do serviço como fonte de dados, e experimento, recorrendo aos seus consumidores como fonte de dados. Para o serviço do tipo faça você mesmo com interação presencial, selecionou-se o processo de estacionar o carro em um shopping center, e para seu mapeamento foi adotado o método de coleta de dados por meio de uma enquete realizada in loco com seus consumidores. Ao final da pesquisa, conclui-se que a construção e aplicação do Mapa de Consumo para os processos de serviço do tipo faça você mesmo, tanto na modalidade com interação remota como na modalidade com interação presencial são viáveis e que as principais dificuldades acerca da construção dos mapas referem-se ao tempo requerido para coleta dos dados e a adesão de participantes à pesquisa. Além disso, são elencadas propostas para o desenvolvimento de pesquisas futuras relacionadas ao tema abordado nesta dissertação. / This dissertation examines the problem of lack of knowledge about the process of mapping and evaluating the tasks performed by consumers in real service processes. Indeed, the literature about the construction of maps that enable the visualization of tasks undertaken by consumers in service processes are still scarce, what motivates the development of research works that might contribute to the systematization and dissemination of such practice. In this context, this work aims at contributing to the management and control of service operations, by examining how the consumer participation in service processes can be mapped and measured. Thus, the following objectives are considered: a) Verify how the literature proposes the construction of maps to visualize the tasks performed by consumers in service processes; b) Apply the Consumption Map in cases of real service detailing how the construction of this map can be conducted, by identifying and measuring tasks undertaken by consumers; c) Identify the main difficulties encountered in the construction of Consumption Map and in the measurement of consumer tasks. The main tools identified in the literature review to address this kind of mapping were SIPOC, Blueprint, Consumption Map, Activity Chart and SERVPRO. A comparative analysis of these tools was developed seeking to highlight unique aspects of the way how they propose that consumer participation in the service process be displayed. To collect empirical data on the application of a mapping tool with the purpose of representing and analyzing the participation of consumer, the research explores the potential application of the Consumption Map tool, proposed by Womack and Jones (2006), in the study of tasks and interactions that compose service processes in which the consumer acts as co-producer, playing a fundamental role for the realization of the service. Therefore, the purpose of this research was limited to the analysis of service processes of \"do it yourself\" type with remote interaction and with face-to-face interaction between customer and provider, in cases in which process variability is low. The \"do it yourself\" type of service with remote interaction selected as the object of the study was a process of shared shopping by the internet, and for its mapping the data collection method adopted were the case study, using the service provider company as data source, and experiment, using its consumers as data source. For the \"do it yourself\" type of service with face-to-face interaction, it was selected the car parking process in a shopping center, and the data collection method adopted for its mapping was a survey conducted in situ with its consumers. At the end of the research, it is concluded that the construction and application of Consumption Map for service processes of \"do it yourself\" type, either in remote interaction mode or in face-to-face interaction mode are feasible and that the main difficulties in the construction of the maps refer to the time required for data collection and the adherence of participants to the research. Also, proposals for the development of future research related to the topic covered in this dissertation are listed.

Ur ett företagsekonomiskt perspektiv finns det ett stort intresse av att utveckla innovativa tjänster då forskning visar att det skapar hållbara konkurrensfördelar. Fastighetsföretag arbetar med tjänsteutveckling för att fylla sina fastigheter och arbetar tätt ihop med sina kunder där efterfrågan styr utvecklingsprocessen. Föreliggande studie testar Wang & Tsais (2012) tjänsteutvecklingsmodell där metoderna tjänstekartläggning, ‘service blueprint’ och ‘axiomatic design’ utgör verktyg för fastighetsföretag. Med dessa metoder ska företaget identifiera kundernas behov och leverera en ny tjänst som uppfyller både interna och externa krav. Genom innovativ tjänsteutvecklingsprocess minskar på så sätt gapet mellan kunders förväntningar om vad företaget kan erbjuda för tjänster och fastighetsbolags uppfattningar om vilket behov kunderna har. Med denna utgångspunkt utformades studiens forskningsfrågor; -     Vilka tjänster kan fastighetsföretagen erbjuda för att matcha den efterfrågan som ställs av nyetablerade entreprenörer? -          Hur kan fastighetsföretag genom ’service blueprinting’, i ett nära samarbete med kunden, skapa innovativa tjänster med en långsiktig plan för lokalkontrakt? -          Hur arbetar fastighetsföretag med ’axiomatic design methodology’, för att konstruera tjänster som efterfrågas av nyetablerade entreprenörer, och på så sätt skapa hållbara konkurrensfördelar? / From a business perspective, there is a considerable interest in developing innovative services, as research shows that it creates sustainable competitive advantage. Real estate companies are working with service development to fill their properties and work closely with their customers where demand determines the development process. The present study tests the Wang & Tsai (2012) service development model where the methods service mapping, service blueprint and axiomatic design provides tools for real estate companies. With these methods, the company shall identify customer needs and deliver a new service that meets both internal and external requirements. Through innovative service development process, the gap between customers’ expectations of what services the company can offer and the real estate companies’ perceptions of what needs the customers have decreases. On this basis, the research questions of the study were designed; -          What services can property companies offer to match the demand made by newly established entrepreneurs? -          How can the real estate company through service blueprinting, in a close cooperation with the customer, create innovative service with a long-term plan for local contracts? -          How do real estate companies work with axiomatic design methodology, to construct the services demanded by newly established entrepreneurs, and thus create sustainable competitive advantage?

Bakgrund: Tjänsteindustrin har kommit att bli dominerande på världsmarknaden vilket bidragit till ökad konkurrens för tjänsteproducerande företag. Inom hotellindustrin visar sig detta genom nya aktörer som utmanar traditionella hotell på sätt som inte tidigare varit möjligt. Att erbjuda en hög grad av kvalitet är därmed en förutsättning för hotell för att skapa konkurrensfördelar och på så sätt kunna konkurrera med nya aktörer. Arbetet med kvalitetsstyrning är emellertid komplext eftersom tjänstekvalitet inte fullt går att säkerställa innan tjänsten levererats, då kunden oftast är en aktiv deltagare i produktionsprocessen. Vid leveransen bedöms dessutom kvaliteten på tjänsten subjektivt, vilket ytterligare bidrar till kvalitetsstyrningens komplexitet. Tidigare forskning indikerar att studier kring tjänstekvalitet inom hotellbranschen i olika länder behövs. Genom att undersöka begreppet ur såväl ett konsument- som producentperspektiv kan studien bidra med kunskap kring hur tjänstekvalitet bör styras. Syfte: Syftet med denna studie är att undersöka och analysera hur svenska hotell säkerställer en hög grad av kvalitet. Vidare ämnar vi undersöka vilka faktorer som påverkar kunders upplevda tjänstekvalitet för att nå en ökad insikt i hur hotell kan anpassa deras kvalitetsarbete för att möta kunders förväntningar. Genomförande: Studien är av kvalitativ karaktär och har en multipel fallstudiedesign. Det empiriska materialet har samlats in med hjälp av två skilda tillvägagångssätt. Åtta respondenter som representerar fyra fallföretag har intervjuats, vilket kompletterats med granskning av 1 082 gästomdömen från externa bokningssidor för samma fyra fallföretag. Slutsats: Studiens resultat konstaterar att vissa verktyg inom kvalitetsstyrning kan nyttjas av svenska hotell för att säkerställa tjänstekvalitet. Såväl kvalitet som kundnöjdhet kan uppnås genom att hotell tar hänsyn till Total Quality Managements kritiska faktorer samt tillämpar delar av Service blueprint. Vidare konstaterar studiens resultat att åtta faktorer påverkar hotellgästers upplevda tjänstekvalitet i olika utsträckning. Resultatet kan således användas av svenska hotell för att möta hotellgästers förväntningar och på så sätt öka kundnöjdhet samt upplevd kvalitet, vilket slutligen stärker deras rykte på externa bokningssidor. / Background: Service producing companies are experiencing increased competition as a result of the service sectors’ permanent growth. This is demonstrated within the hotel industry where new competitors are challenging traditional hotels in ways that earlier was not possible. Offering high quality services is consequently a necessity for hotels in order to create competitive advantages. However, quality control is a complex matter since service quality cannot fully be assured prior to the service being delivered. The customer is, more often than not, actively participating in the production process and the assessment of perceived service quality is subjective, which further contributes to the complexity of quality control. Previous research suggests that additional studies regarding service quality within the hotel industry are needed. By studying the concept through the eyes of both a consumer as well as a producer this study can provide knowledge regarding how service quality should be managed. Purpose: The purpose of this study is to examine and analyze how Swedish hotels ensure high quality services. Furthermore, the study aims to examine which factors affect customers’ perceived service quality in order to gain increased insight on how hotels can conform quality control, as a way to meet customer expectations. Completion: The study is based on a qualitative approach and has the design of a multiple case study. The study’s empirical data has been collected through two separate approaches. Interviews were conducted with eight respondents representing four case companies. In addition to interviews, we examined 1 082 guest reviews from external booking sites regarding the same four organizations. Conclusion: The study states that certain tools for quality control can be implemented in order for Swedish hotels to ensure service quality. By considering the critical factors of Total Quality Management and applying parts of Service blueprint both service quality and customer satisfaction can be attained. Additionally, the results of this study states that there are nine factors affecting customers’ perceived service quality to various extents. Swedish hotels can thereby use the results in order to meet guest expectations and increase customer satisfaction, which ultimately strengthens their reputation on external bookingsites.

People always want to get a wonderful experience from a performance production. Although the main purpose for audiences come to a theater is to enjoy the performance, they will almost certainly get in touch with the "front of the house" first. The contact with the staffs there has become an important factor to influence their experiences. Front of the house has also turn out to be a good place for performing arts groups to show their image, to market their brands, and to build a relationship with audience. However, the service quality is not stable or cannot be improved in a short time often, because of the venues change, full-time administrator¡¦s shortage and high turnover, or the temporary manpower. In order to overcome these problems, it is necessary to have a working manual and management. This study will built up ¡§Standard Operating Procedures¡¨ based on the theories of knowledge management and customer service. An operation manual of front of the house will be accomplished to offer performing arts groups as the most suitable tool; and hope it can improve the quality of works, reduce the factors of variability, and satisfy the audiences¡¦ demands. With a stable quality of the works of the front of the house, a performing arts group can give its audiences a comfortable theater environment and leave them a good impression. This study also conducts several depth interviews with the experienced front of the house managers of various performing arts groups. According to their ¡§management modes¡¨ and ¡§situation handling approaches,¡¨ the front of the house management can divided into four different styles: ¡§positive-type,¡¨¡§conservative-type,¡¨ ¡§cautious-type,¡¨ and ¡§flexible-type.¡¨ These four styles can be the basic models for other groups to follow.

The service industry has become a major industrial sector in Taiwan. Service industry has some unique characteristics such as intangibility, perishability, heterogeneity, inseparably. These characteristics make it difficult for a service to be mass-produced, have consistent quality control, or have patent protection. In response to this kind of competitive environment, enterprises need rapid service innovation to enhance their value. Therefore, service innovation and service design are more and more important. The service blueprint is a tool for service process design. It can specify how service is provided, and support service process analysis. However, there is no generally accepted practice and software for designing service blueprints. This has hindered the enhancement of service productivity. In this these, we define requirements for service blueprints and develop a system prototype to show the feasibility of such as system. The service blueprint system can help visualize service process and identify potential fail points and innovation opportunities. It can be used by service companies to communicate service design with the staff, and find alternatives to eliminate service gaps.

la película, ha limitado al guion a su función pragmática. Ello explica la ausencia, con escasas excepciones, de estudios orientados a discutir, por ejemplo, su condición de texto narrativo —y su calidad ya sea de “texto literario” o de “texto menor”—, su capacidad o incapacidad de ser leídocomo texto autónomo, su relación con la película una vez filmada, así como aproximaciones en torno a asuntos relacionados con la autoría, entre otros temas. En el presente trabajo me propongo cuestionar la definición convencional y plantear algunas aproximaciones que van más allá de loslímites que dicha concepción impone. / The conventional and most widespread definition of the screenplay is that which regards it as a “working instrument” that “guides” the making of a film due to the presentation of a set of instructions to perform it. Clearly,such a consideration, of a purely utilitarian text to serve a “greater work” in this case the film script has been limited to its pragmatic function. This explains the absence, with few exceptions, of studies to discuss, for example, its narrative status and quality—either as “literary text” or as “minortext”—its ability or inability to be read as autonomous text, its relationship to the movie once filmed and approaches around issues of authorship,among others. In this paper I intend to challenge the conventional definition and propose some approaches going beyond the limits imposed bythis concept.

No description available.