A conceptual framework for service process design representation

Abstract

Process thinking has been recognized as a major approach in operations management. In service operations management, it requires that service processes be well designed and documented, and accordingly be implemented. Essentially, well-designed service processes offer an underlying foundation for productive service operations and excellent services. This paper aims at introducing a generic conceptual framework which elaborates the aspects that should be designed and represented to profile a systematic service process design plan. In the framework, the aspects of a service process are systematically explained from the points of view of importance to service process design and representation. This research establishes a theoretical framework for service process design and representation by which a systematic service process can be understood and designed, as well as a design representation language comprising syntax and semantics can be developed.