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Systems in the service industry

Attributes of a system

Intagible

non physical

Heterogenous

sociotechnical factors mean delivery and experience will vary

Inseparable

value provided at time of interaction

Perishable

value does not exist unless produced

Key system concepts

co creation of value between offeror and beneficiary

time and place dependent

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to what degree is MIX a service?

Product-service systems as a gradient

many systems are part product, part service

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from peer who worked at Planet labs

planet labs reframed the problem of building a satellite into serving the data from a satellite

when you think in the solution neutral space, you can see opportunities to reframe products as services

Design of services

what response are you aiming for

Disneyland is a service

types

digital twin

data travels between digital and physical automatically

digital shadow

data flows automatically from physical to digital, manual in inverse direction

digital model

manual data flow in both directions

examples

google maps

digital twin?

uses traffic data

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value seems to be determined by how the flow of data is organized from physical to digital