ABSTRACT
This chapter discusses the basic components characteristic of service engineering:
1. Defining and characterizing the term service process 2. Becoming familiar with the characteristics and considerations
involved in service system design 3. Characterizing the arrival process 4. Characterizing the service process 5. Defining a queue as the difference between the arrival process and
the service process 6. Level of service 7. Service system human resources planning 8. Management of feedback and customer satisfaction surveys
This chapter discusses service systems and service engineering. We distinguish between products and services: A product is a tangible object that can be stored before it is delivered to customers, whereas a service is nonstorable and intangible. Service is defined as handling customers, or as the benefit derived by the customer while receiving service, or simply as work performed for the customer. For example, health-care services provide customers various diagnoses and treatments that are important to their health. Most outsourced projects are services performed for the client organization. This includes both projects with intangible results such as a preventive maintenance project, and projects focused on deliverables (e.g., construction
projects). In this chapter, we focus more on services delivered to the end customer. It is important to note that many services are also related to the provision of products; simply supplying the products, making them accessible, and selling them is a service. Health-care services, for instance, usually provide medications as well (and these are products).
