The high altitude balloon operations at Esrange Space Center have been goingon since 1972, and about 550 launches have been performed. Their present service system for the high altitude balloons is about 18 years old. To be able to meet the requests from their customers, SSC have started the development of a new service system. A service system contains all features and technology required to perform a high altitude balloon mission. This system is separated from the payload. Important design aspects for the new service system have been investigated to be able to leave recommendations to SSC. These are frequency for the radio communication, modulation scheme for the communication link, prevention of corona discharge, and available computer systems to be used as on-board computers. These design aspects have been evaluated according to the requirements for the development project. Theory, articles, available standards and analyzes have been read and evaluated to reach a conclusion about these subjects. It was found that the best frequency bands are the 400MHz-band, downlink, and the 450MHz-band, uplink. The operation in these bands will be unmodified for many years, and the link suffers little loss. The 2.3GHz-band is interesting from an international perspective, and it is suggested that SSC work to get a band dedicated to aeronautical services in this band. The best modulation scheme for the service system is GMSK, as it has very good spectral eficiency. The corona discharge can only be prevented indirect by SSC, as the phenomena occurs within or between components, aspects which SSC can't control. Standardized methods for tests and specications lists was suggested to minimize the risk of a discharge. The best computer system is an in-house designed service system that have been used on sounding rockets. It fits the present requirements the best. It suggested that the Beaglebone Black should be implemented in basic systems, providing processing and storage via simple serial communication, as it is a very cost eficient solution.

Telehealth, the use of information and communications technologies (ICTs) to support care delivery at a distance, is increasingly used in health systems worldwide. A service system is defined as a configuration of people, technologies, and other resources that interact with other service systems to create mutual value. Adopting a service system perspective thus allows understanding a telehealth service as an ICT-enabled service system. Adequately configuring resources, both tangible (e.g., hardware) and intangible (e.g., knowledge), is key to co-creating value through service systems. However, existing service system engineering methods and tools are not yet able to comprehensively capture the nature, role, and status of resources within service systems. In particular, while conceptual modelling is recognized as an excellent tool of understanding, designing, and monitoring for service engineering, existing conceptual modelling notations have limited abilities to express configurations of resources. In order to address this gap, the following research objectives are proposed: 1) Develop a conceptual framework of resource configurations as the basis for further developing a metamodel of resource configurations; 2) Develop a metamodel of resource configurations in ICT-enabled service systems that can formally express the constructs, relationships, and constraints within the domain of resource configurations; 3) Demonstrate and evaluate the metamodel by conducting a multiple-case study in the field of telehealth. This study will focus on telehealth as a representative instance of ICT-enabled service systems. The research design is guided by the Design Science Research Methodology (DSRM). DSRM provides a well-structured process for developing and evaluating information systems artifacts, such as the proposed metamodel, that can solve practical problems while contributing to a knowledge base. A multiple-case study of telehealth services at a Canadian hospital will support the evaluation and refinement of the metamodel. The results of this research project include both conceptual and practical contributions. The metamodel of resource configurations derived from the reviewed literature and conceptual framework will provide a formal understanding of resource configurations in ICT-enabled service systems. The metamodel may also be adopted as a tool for professionals to capture and analyze resource configurations in the domain of ICT-enabled services such as telehealth.

The Selective Service system of the First World War was based on an attempt to reconcile the military necessity of conscription with American civic values. General Enoch Crowder and others in the War Department, with the disastrous Civil War experience in mind, were determined to produce a system of conscription that would incorporate such values. Because of this concern, a chief feature of Selective Service was a framework of decentralized administration: the local boards. The complete success of the local boards, though, was predicated on their operation in the sort of society that General Crowder and his associates had known, and indeed idealized. This was the homogeneous, inclusive, and participatory group characterized by the strong social bonds of "community." Selective Service was consciously intended to fit into and take advantage of the dynamics of closely-knit local society, of which the small country town was the American model. Beyond that, some viewed it as a means to strengthen the bonds of community and help unify society on both local and national levels. The major part of this study is concerned with Selective Service in a potentially difficult social context: that of racial segregation in one Southern city, Montgomery, Alabama. Society in Montgomery exhibited general Southern characteristics of segregation, but in Montgomery the social distance between black and white was perhaps greater than elsewhere. Relations between the two groups were governed by the basic conservatism of both, a not entirely vicious arrangement. Though officials had worried about full black participation, Selective Service got a strong start in Montgomery at the first registration in 1917. In such a setting, the question arises as to how Selective Service was affected in operation by segregation. In Montgomery the members of the local board were city officials, intelligent, competent, but unremarkable representatives of the white community. In dealing with white registrants, the board, not surprisingly, fulfilled all the expectations of the War Department. Above all the local board was absolutely fair in its judgments. The situation of the blacks was naturally somewhat different. The local board did not know or represent them in any real sense. Local customs (and a segregated army) dictated the maintenance of segregation in most, though not all, aspects of official proceedings. Yet in substantive terms the board was just as fair to the blacks as to the whites. The main disparities between the treatment of black and white was the unavoidable etiquette of segregation symbolized by the use of the word "Boy." The board's actions, though, left little room for complaint. If habits of segregation did not substantially influence the operation of Selective Service, did Selective Service in turn have any effect on segregation? In the case of Montgomery it is clear that conservatism was too strong and the forces of change too weak to produce much change in local society. Segregation was always maintained at public events. The races went their separate ways, the whites largely ignoring black activities. By the end of the war no change had taken place in racial attitudes. The war effort, while unsettling, simply was not a sufficiently pressing situation to compel an alteration in the views of conservative people. Also, things got done quite well under segregation, with the help of black leaders, so that there was no operational need to re-examine local lociety. And finally, there was no pressure from blacks, although in wartime circumstances they were beginning to develop some community organization. Selective Service came, did its work, and departed, leaving segregation in Montgomery as well established as before the war. Selective Service in Montgomery was thus both a success and a failure. It-succeeded in that there was a just administration of conscription, supported by public participation. It failed in that, although both the white and black people of the city participated in a common institution, the barriers of segregation remained untouched by the war experience. Despite the high social goals which some had had for it, Selective Service in Montgomery was only segregation at its best—and nothing more. / Arts, Faculty of / History, Department of / Graduate

The aim of this research project is to develop an innovative framework to implement lean principles in Product-Service System (PSS) with the capability of assessing the leanness level of the services offering process. The framework comprises three implementation phases namely: assessment of the current state, developing a future state, and stabilising the new way of operations. Additionally, the framework covers the enablers, factors, and appropriate lean tools required for the successful implementation of lean practices in Product-Service System (PSS), as well as, the challenges that may obstacle the implementation process. The proposed framework has integrated an assessment model that provides a quantifiable measure of the leanness level of Product-Service System (PSS). Five main enablers and thirty three factors emerging from these main enablers deemed to be critical for the successful implementation of lean practices in Product-Service System (PSS). Moreover, a series of eight inhibitors appeared to block the implementation process. The Product-Service System leanness assessment model was developed upon three main levels, namely: enablers, criteria, and attributes. The first level contains five enablers. These enablers are supplier relationship, management leanness, workforce leanness, process excellence, and customer relationship. In the second level there are twenty one criteria such as: supplier delivery, culture of management and process optimisation. Finally, the third level consists of seventy three attributes. By using multi-grade fuzzy approach the PSS leanness index was computed and areas for further improvement were identified. A combination of research methodology approaches has been employed in this research. Firstly, an extensive literature review related to lean and PSS was conducted. Secondly, the qualitative approach and the case study were selected as an appropriate methodology for this research, using semi-structured and structured interview techniques to gather the required data from experts who are involved in lean projects in their companies. Finally, validation of the results was carried out using real life industrial case studies and experts judgment. Case studies demonstrate that the framework provides guidelines for manufacturing companies that aim to implement lean principles in Product-Service System (PSS). The framework enables manufacturing companies to better satisfy their customers’ needs through responding quickly to their changing demands; to improve the service offering process through reducing the creation of wastes and non-value added activities; and to improve competitiveness through increasing customers’ value. Additionally, the PSS leanness index is useful for improving the service offering process. The index provides manufacturing companies with a real insight into the leanness level of their service offering, as well as, it provides managers with a quantifiable measure of how lean their PSS is. The index identifies the gap between the current state and the future state and this helps in determining areas for further improvement.

Large service systems today are of highly network structures. In this thesis, these large service systems are called networked service systems. The network nature of these systems has no doubt brought mass customized services but has also created challenges in the management of their safety. The safety of service systems is an important issue due to their critical influences on the functioning of society. Traditional safety engineering methods focus on maintaining service systems in a safe state, in particular aiming to maintain systems to be reliable and robust. However, resilience cannot be absent from safety out of many recent disasters that occur in society. The goal of this thesis is to improve the resilience of networked service systems. Four major works have been performed to achieve this goal. First, a unified definition of service systems was proposed and its relationship to other system concepts was unfolded. Upon the new definition, a domain model of service systems was established by a FCBPSS framework, followed by developing a computational model. Second, a definition of resilience for service systems was proposed, based on which the relationship among three safety properties (i.e., reliability, robustness and resilience) was clarified, followed by developing a framework for resilience analysis. Third, a methodology of resilience measurement for service systems was proposed by four measurement axioms along with corresponding mathematical models. The methodology focused on the potential ability of a service system to create optimal rebalancing solutions. Two typical service systems, transportation system and enterprise information system, were employed to validate the methodology. Fourth, a methodology of enhancing resilience for service systems was proposed by integrating three types of reconfigurations of systems, namely design, planning and management, along with the corresponding mathematical model. This methodology was validated by an example of transportation system. Several conclusions can be drawn from the work above: (1) a service system has a unique characteristic that it meets humans' demand directly, and its safety relies on the balance between the supplies and demands; (2) different from reliability and robustness, the resilience of a service system focuses on the rebalancing ability from imbalanced situations; (3) it makes sense to measure the resilience of a service system only for a particular imbalanced situation and based on evaluation of rebalancing solutions; and (4) integration of design, planning and management is an effective approach for improvement of the resilience for a service system. The contributions of this thesis can be summarized. Scientifically, this thesis work has improved our understanding of service systems and their resilience property; furthermore, this work has advanced the state of knowledge of safety science in particular having successfully responded to two questions: is a service system safe and how to make a service system safer? Technologically or methodologically, the work has advanced the knowledge for modeling and optimization of networked service systems in particular with multiple layer models along with the algorithms for integrated decision making on design, planning, and management.

Along with the progress of Information and Communication Technology, there has been a great change in the field of e-learning. For instance, the Distance Teaching, the Web-Based Teaching, and the Digital Teaching System, they all strengthen diversified Information and Communication Technology and applications of multi¡Vmedia content. Meanwhile, teachers must make good use of those new teaching tools in their teaching soon to make the tools effective. In order to make the Digital Teaching System soon become a teaching tool for teachers, this study makes the service system get involved with the Digital Teaching System and the teaching satisfaction. The Digital Teaching System uses TAM to learn the willing to use Information and Communication equipment. With the service system, which includes hardware, software, teacher training (teaching materials), and customer service, and finally teachers are provided with the Digital Teaching System to be more willing to use the equipment and moreover, to improve their teaching effectiveness. ¡@ Based on Structural Equation Modeling (SEM), this study tries to point out if the teaching satisfaction will be improved after the service system gets involved with the Digital Teaching System. Many different cram schools with their classes using tools of e-learning in Kaohsiung City are chosen and 200 questionnaires are collected to be analyzed in detail. ¡@¡@ The result shows that the service system has a distinct direct positive impact on the Digital Teaching System. Moreover, the impact on the Digital Teaching System also improves the teaching satisfaction indirectly. Hopefully, the study will prove that the service system can help the process of digital teaching go well, and the related institutions which want to promote Classroom of the Future can work faster and more easily in the future.

There is an emerging trend of manufacturing companies offering combined products and services to customers as integrated solutions. Availability contracts are an apt instance of such offerings, where product use is guaranteed to customer and is enforced by incentive-penalty schemes. Uncertainties in such an industry setting, where all stakeholders are striving to achieve their respective performance goals and at the same time collaborating intensively, is increased. Understanding through-life uncertainties and their impact on cost is critical to ensure sustainability and profitability of the industries offering such solutions. In an effort to address this challenge, the aim of this research study is to provide an approach for the analysis of uncertainties in Product Service System (PSS) delivered in business-to-business application by specifying a procedure to identify, characterise and model uncertainties with an emphasis to provide decision support and prioritisation of key uncertainties affecting the performance outcomes. The thesis presents a literature review in research areas which are at the interface of topics such as uncertainty, PSS and availability contracts. From this seven requirements that are vital to enhance the understanding and quantification of uncertainties in Product Service System are drawn. These requirements are synthesised into a conceptual uncertainty framework. The framework prescribes four elements, which include identifying a set of uncertainties, discerning the relationships between uncertainties, tools and techniques to treat uncertainties and finally, results that could ease uncertainty management and analysis efforts. The conceptual uncertainty framework was applied to an industry case study in availability contracts, where each of the four elements was realised. This application phase of the research included the identification of uncertainties in PSS, development of a multi-layer uncertainty classification, deriving the structure of Bayesian Network and finally, evaluation and validation of the Bayesian Network. The findings suggest that understanding uncertainties from a system perspective is essential to capture the network aspect of PSS. This network comprises of several stakeholders, where there is increased flux of information and material flows and this could be effectively represented using Bayesian Networks.

Companies are expected to reduce the impact on society caused by its operations while at the same time, generate profit for its stakeholders. One way to satisfy both parts is by creating shared values. As the trend of servitization becomes more popular the ability of Product-Service Systems (PSS) to deliver additional value to customers arises. PSS provides an opportunity for developing a sustainable business model to benefit both the society and the stakeholders. A sustainable PSS can be based on the Triple Bottom Line dimensions, environment, economic, and social. Since the economic and environmental advantages have already been studied for PSS:s, the social aspect is yet to be studied in detail. This thesis focuses on the Occupational Safety and Health (OSH) theme of the social dimension, for PSS:s. Both the ability to improve the social dimension performance and the role it plays in the value proposition for PSS:s were studied. The thesis has been based on a case study on one company in a Business to Business market. It was found that customers seldom demanded or mentioned health and safety aspects for PSS:s, even when an increase of OSH was achieved by the PSS. However, it could also be concluded that all interviewed thought OSH was important for the company and the employees but there were divided opinions regarding OSH, if it would be put in the value proposition or not. By analysing the customer situation and how it operates, companies should use the customizability of PSS:s to better match their requirements and thus develop the value proposition for the PSS. Cost estimations for accidents have been done which showed that one single accident can cause very high costs. It is a good investment to prevent risks which should be communicated when selling PSS:s. Furthermore, it is important to communicate both internally within the firm, and externally to customers, about what health and safety benefits the PSS will contribute with. / Företag förväntas att reducera påfrestningarna på samhället och miljön orsakade av deras verksamhet och samtidigt fortsätta generera värde till dess intressenter. Ett sätt att tillgodose båda parter är genom att skapa så kallade delade värden. Då trenden att tjänstefiera blir mer och mer populär finns det möjlighet för ett så kallat Produkt-Service System (PSS) att leverera mervärde till kunderna. PSS ger en möjlighet att utveckla en hållbar affärsmodell som gynnar både samhället och intressenterna. Ett hållbart PSS kan grundas på de tre byggstenarna för Triple Bottom Line, miljö, ekonomi och samhälle. Då de ekonomiska och miljömässiga fördelarna redan har studerats för PSS fokuserar denna studie på hur konceptet står sig för den samhälleliga aspekten. I denna rapport studeras arbetshälsa och säkerhet för PSS, både möjligheten att förbättra den samhälleliga aspekten i Triple Bottom Line samt vilken roll dessa värden spelar för en värdepropositionering för PSS. Rapporten har baserats på en fallstudie på ett företag inom marknaden för Business till Business. Det konstaterades att kunderna sällan efterfrågar eller nämner hälso- och säkerhetsaspekter i förhandlingar om PSS, även när en ökning av arbetshälsa och säkerhet uppnåddes. Hur som helst tyckte alla intervjuade att arbetshälsa och säkerhet var viktigt för företag och anställda men det var trots detta delade meningar om det borde vara en del av värdepropositioneringen eller inte. Genom att analysera kundernas situation och hur de arbetar borde företag använda anpassningsbarheten av PSS för att bättre matcha kundernas önskemål och således utveckla värdepropositioneringen för PSS. Kostnadsberäkningar för olyckor har genomförts som visar att en enskild olycka kan orsaka mycket höga kostnader. Det är en god investering att förebygga risker vilket borde kommuniceras vid försäljning av PSS:s. Det är viktigt att både kommunicera internt inom företaget samt externt till kunderna om de hälso- och säkerhetsaspekter som PSS bidrar med.

Tjänstefiering är en kontinuerlig process som hjälper tillverkningsföretag att addera tjänster till deras etablerade produkter. Gränsen mellan tjänster och produkter blir allt mer suddig och trenden mot ett tjänsteorienterat företag av traditionella produktorienterade företag medför stora förändringar inom många industrier. En av de industrierna är tillverkningsindustrin där krav på resurseffektiv produktion ökar. Detta arbete fokuserar på lastbilsbranschen i Sverige där det ses en tydlig utveckling av erbjudande som består av tjänster och produkter tillsammans. Dessutom står denna bransch för höga utsläpp som belastar miljön. Genom att erbjuda tjänster förväntas lastbilsbranschen både skapa bättre kundrelation och förlänga produkternas livscykel. En lyckad implementeringen av produkter och tjänster kallas för ett ”product service-system” (PSS). Det finns tre olika typer av PSS: Produktorienterad, Användningsorienterad och Resulatatorienterad PSS. Lastbilsbranschen i Sverige präglas främst av ett Produktorienterad PSS men de stora tillverkningsföretagen har tjänster från alla olika PSS. Scania som en ledande svensk lastbilstillverkare erbjuder en blandning av tjänster. Deras tjänsteportfölj inkluderar bland annat reparation, underhåll, uppgradering och återvinning av deras produkter som klassificeras som produktorienterade tjänster. Vidare erbjuder de även användningsorienterade tjänster som ”leasing” och uthyrning samt resultatorienterade tjänster och digitala tjänster som Fleet Managementtjänsten. De flesta tjänster som har studerats i rapporten bidrar till en ökad resurseffektivitet i lastbilsbranschen i Sverige. Andra slutsatser som har dragits under arbetets gång är följande: Digitaliseringen kommer främja de användnings- och resultatorienterade tjänsterna. Ju större företaget desto större sannolikhet att lyckas med en lönsam tjänstefiering.  Tjänster som finns tillgängliga idag som exempelvis förarutbildning, men även de kommande nya typer av digitala tjänsterna har för huvudsyfte att sanka kostnaderna for åkandet genom att minska bränsleförbrukningen. Ytterligare någon positiv påverkan erhålls av de tjänster som minskar slitaget på̊ lastbilen eftersom livslängden på̊ åkeriernas lastbilar ökar. Det är tydligt att tjänstefieringen har många fördelar med tyvärr är det fortfarande en stor utmaning för många av de mindre och medelstora tillverkningsföretagen i Sverige. Några av utmaningarna är den bristande kunskapen inom tjänstefiering och de stora organisatoriska förändringarna som en sådan process kräver. I samband med detta presenteras två olika modeller som har för syfte att underlätta implementeringen av tjänstefiering i tillverkningsföretagen. Den första modellen är Olivia och Kallenbergs modell och den andra är ATIT modellen som står för Avancerade tjänster i tillverkningsindustrin. / Servitization is a continuous process that helps manufacturing companies in the process of adding services to their established products. The line between services and products is becoming increasingly blurred and the trend towards a service-oriented company from a traditional product-oriented companies is leading to major changes in many industries. One of these industries is the manufacturing industry, where the demand for resource-efficient production is increasing. This report focuses on the truck industry in Sweden, where there is a clear development of offerings that consist of services and products together. In addition, this industry accounts for high emissions that burden our environment. By offering more services, the truck industry is expecting to create a better customer relationship and extend their product’s life cycle. A system with a successful implementation of products and services is called a product-service system (PSS). There are three different types of PSS: Product Oriented-, Usage Oriented- and Result Oriented PSS. The truck industry in Sweden is mainly characterized by the Productoriented PSS, but large manufacturing companies often offer services from all different PSS. Scania as a leading Swedish truck manufacturer offers a mix of services. Their service portfolio includes reparation, maintenance, upgrading and recycling of their products, which are classified as product-oriented services. Furthermore, they offer usage-oriented services such as "leasing" and renting, result-oriented services and digital services such as the Fleet Management services. Most services that have been studied in the report contribute to increased resource efficiency in the truck industry in Sweden. In conclusion, digitization will promote the usage- and resultoriented services. The larger the company, the greater the probability of succeeding in servitization. Services that are available today, such as driver training, but also the upcoming new types of digital services, aim to reduce the costs of driving by reducing fuel consumption. An additional positive effect is obtained from the services that reduce wear and tear on the truck which increases its life cycle. It is clear that the servitization has many advantages, but unfortunately it is still a big challenge for many of the small and medium-sized manufacturing companies in Sweden. Some of the challenges are the lack of knowledge in servitization and the major organizational changes that such a process requires. Additionally, two different models were presented which aim to facilitate the implementation of servitization in the manufacturing companies. The first model is Olivia and Kallenberg's model and the second one is the ATIT model.

A comercialização de sistemas compostos de produtos e serviços é a estratégia atual de muitas empresas da indústria de bens de capital, que passam a oferecer Sistemas Produto-Serviço Industrial (IPS2) como meio de aumento do valor entregue aos seus clientes e de melhoria da competitividade de suas ofertas. Essa transição implica em mudanças fundamentais na forma de desenvolver e comercializar ofertas e, portanto, o projeto de um modelo de negócio adequado deve ser o primeiro passo para empresas fornecedoras de IPS2. No entanto, a falta de metodologias específicas para essa finalidade inviabiliza o desenvolvimento de modelos de negócio adequados à IPS2. Nesse contexto, é proposto um framework para o design de modelos de negócio para comercialização de um caso específico de IPS2, denominado aqui por terceirização in loco – no qual o fornecedor aloca seus bens de produção dentro das instalações físicas do cliente e assume todas as responsabilidades gerenciais e operacionais daquele sistema. Esse framework é resultado da sistematização da literatura focada em sistemas compostos de produtos e serviços com base nos elementos considerados pela literatura sobre modelos de negócio. Além disso, devido à extensão das responsabilidades assumidas pelos provedores desse tipo de oferta, é proposta a configuração do nível operacional do IPS2 complementar ao design do nível de modelo de negócio. Considerando que um IPS2 no caso de terceirização in loco pode ser entendido como um sistema de produção operado por um terceiro à organização cliente, a literatura sobre projeto de sistemas de produção foi utilizada para guiar o design do nível operacional dessas ofertas. A partir disso, foi proposta a utilização das ferramentas Mapa do Fluxo de Valor, Gráfico de Gantt e Diagrama de Espaguete com foco no nível operacional do ISP2. O framework resultante consiste na configuração de nove elementos: Visão de Valor, Segmento de Clientes, Proposta de Valor, Fluxo do Valor (que inclui o nível operacional), Recursos Necessários, Detalhamento de Responsabilidades, Estrutura de Custos, Fluxo de Receitas e Oferta de Valor. Esse framework foi aplicado em um estudo de caso, que avaliou a ferramenta e possibilitou direcionamentos para desenvolvimentos futuros. / The provision of Industrial Product Service Systems (IPS2) is the current strategy of many organizations that aim to increase both the added value for its customers and the competitiveness of their offering. The first step for these organizations should be the development of a business model appropriated for IPS2, as suggested by the literature. However, the lack of available methods specifically to develop such business models impedes the creation of adequate offerings. In this context, we propose a framework to aid enterprises to design business models for IPS2 in the case of \"on-site outsourcing\" – in which the provider allocates its production assets within the client\'s facilities and assumes all the managerial and operational responsibilities related to the IPS2. Our framework is the result of an arrangement of the literature focused on product-service systems based on the elements commonly used on business model design. In addition, due to the extended responsibilities assumed by the suppliers of an on-site outsourcing offering, we propose the configuration of the IPS2 on an operational level as a complement to the business model level design. The operational level was approached by the literature on production system design, as an on-site outsourcing IPS2 can be understood as a production system operated by a third party in the client\'s organization. The resulting framework consists on the configuration of nine elements: Value Vision, Customer Segment, Value Proposition, Value Stream (which includes the operational level), Resources, Responsibilities, Cost Structure, Revenue Flow and Value Offering. This framework was applied in a case study, which evaluated the framework and set directions for future developments.