Republic of uzbekistanministry of higher and secondary special educationtashkent financial institute

Service history

Usages of the term service system (bold added) are provided below:

The earliest known usage of the phrase service system in a book title is Stochastic Service Systems by John Riordan.

Usages from Quinn and Paquette (1990) Technology in Services: Creating Organizational Revolutions. MIT Sloan Management Review. 31(2).

"Properly designed service technology systems allow relatively inexperienced people to perform very sophisticated tasks quickly—vaulting them over normal learning curve delays."

Examples: "Domino's Pizza ... industrial engineering and food science research automated the making of a pizza to as near a science as possible, eliminating much of the drudgery in such tasks, yet ensuring higher quality and uniformity. Then, finding that its store managers were still spending fifteen to twenty hours per week on paperwork, Domino's introduced NCR "mini-tower" systems at its stores to handle all of the ordering, payroll, marketing, cash flow, inventory, and work control functions ... Federal Express ... Its DADS (computer aided delivery) and COSMOS II(automated tracking) systems give FedEx maximum responsiveness."

Types of service design

Service systems range from an individual person equipped with tools of the trade (e.g.,

architect, entrepreneur) to a portion of a government agency or business (e.g., branch

office of a post office or bank) to complete multinational corporations and their

information systems (e.g., Domino's Pizza, Federal Express). Hospitals, universities, cities, and national governments are designed service systems.

The language, norms, attitudes, and beliefs of the people that make up a service system

may evolve over time, as people adjust to new circumstances. In this sense, service

systems are a type of complex system that is partially designed and partially evolving.

Service systems are designed to deliver or provision services, but they often consume services as well.

Business sevice – characteristics and types