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Complex service design: A virtual enterprise architecture for logistics service

Author

Listed:
  • Charles Møller

    (Aalborg University)

  • Sohail S. Chaudhry

    (Villanova University)

  • Bent Jørgensen

    (Simcon A/S)

Abstract

This paper presents an interdisciplinary systems approach to service modeling, design and deployment. The study is based on a longitudinal case study of the development process of a complex logistic service system based on an advanced logistics model. The case examines the development of a Virtual Enterprise Architecture (VEA) for an automatic high-speed transport and sorting system applied in airports for baggage handling. The study traces the evolution of the system from the early conceptual phases to a successful commercial service deployed at Changi, Singapore Airport. The study is conducted using a retrospective analysis of the case using a design science research approach. The paper evaluates and discusses the issues of creating and designing a new complex logistics service, distinct from the physical product, based on an advanced discrete event-based simulation model. The paper concludes by presenting a generalized and validated conceptual framework for a VEA based on an advanced simulation model. The paper thus contributes to the field of service systems and service management by identifying a novel approach to effective design of a new service.

Suggested Citation

  • Charles Møller & Sohail S. Chaudhry & Bent Jørgensen, 2008. "Complex service design: A virtual enterprise architecture for logistics service," Information Systems Frontiers, Springer, vol. 10(5), pages 503-518, November.
    • Handle: RePEc:spr:infosf:v:10:y:2008:i:5:d:10.1007_s10796-008-9106-3
    DOI: 10.1007/s10796-008-9106-3
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    References listed on IDEAS

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    1. Herbert A. Simon, 1996. "The Sciences of the Artificial, 3rd Edition," MIT Press Books, The MIT Press, edition 1, volume 1, number 0262691914, December.
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    3. Joseph G. Walls & George R. Widmeyer & Omar A. El Sawy, 1992. "Building an Information System Design Theory for Vigilant EIS," Information Systems Research, INFORMS, vol. 3(1), pages 36-59, March.
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    Cited by:

    1. Francesco Polese & Sergio Barile & Francesco Caputo & Luca Carrubbo & Leonard Waletzky, 2018. "Determinants for Value Cocreation and Collaborative Paths in Complex Service Systems: A Focus on (Smart) Cities," Service Science, INFORMS, vol. 10(4), pages 397-407, December.
    2. Hazen, Benjamin T. & Bradley, Randy V. & Bell, John E. & In, Joonhwan & Byrd, Terry A., 2017. "Enterprise architecture: A competence-based approach to achieving agility and firm performance," International Journal of Production Economics, Elsevier, vol. 193(C), pages 566-577.
    3. Chulhwan Chris Bang, 2015. "Information systems frontiers: Keyword analysis and classification," Information Systems Frontiers, Springer, vol. 17(1), pages 217-237, February.

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