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Complex service design: A virtual enterprise architecture for logistics service

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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.

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Acknowledgement

The research of Sohail Chaudhry was partially funded by the Sabbatical leave from Villanova University.

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Authors and Affiliations

  1. Center for Industrial Production, Aalborg University, Fibigerstraede 16, 9220, Aalborg, Denmark

    Charles Møller

  2. Department of Management and Operations/International Business, Villanova School of Business, Villanova University, Villanova, PA, 19085, USA

    Sohail S. Chaudhry

  3. Simcon A/S, Ellemosen 9, 8680, Ry, Denmark

    Bent Jørgensen

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  1. Charles Møller
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  2. Sohail S. Chaudhry
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  3. Bent Jørgensen
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Correspondence to Sohail S. Chaudhry.

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Møller, C., Chaudhry, S.S. & Jørgensen, B. Complex service design: A virtual enterprise architecture for logistics service. Inf Syst Front 10, 503–518 (2008). https://doi.org/10.1007/s10796-008-9106-3

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