Table of Contents List of Tables iii List of Figures iii ACKNOWLEDGEMENT iv Dedication v ABSTRACT vi CHAPTER 1: INTRODUCTION 1 1.1. Difficulties for Designing Service Design Class 2 1.2. The Concerns Of ISS And SOA in Designing Services 2 1.3. Students Confused by The Huge Set Of Tools And Methodologies 3 CHAPTER 2: REVIEW OF IMPORTANT CONCEPTS AND TERMINOLOGIES 5 2.1. What Is Systems Development? 5 2.2. What is Service Science? 5 2.3. What is Service Systems? 7 2.4. The terms tools, methodologies and techniques 8 2.4.1. Tools 8 2.4.2. Methodology 8 2.4.3. Techniques 8 2.5. Pairing the Concepts of Service Science And Systems Development 9 CHAPTER 3: METHODOLOGICAL APPROACH OF THIS STUDY 10 3.1. The ORID Method 10 3.2. Information Gathering 11 3.3. Data Analysis and Quality of Results 12 CHAPTER 4: OVERVIEW OF METHODOLOGIES, TOOLS AND TECHNIQUES USED IN ISS AND SOA 14 4.1. An Overview Of ISS, Its Tools, Techniques And Methodologies 14 4.2. An Overview of SOA, its Tools, Methodologies and Techniques 17 CHAPTER 5: RESULTS AND DISCUSSIONS ON OBJECTIVE MODE 19 5.1. What Is ISS From Students’ Perspective? 19 5.2. Methodologies Used In ISS From Students’ Memory 19 5.3. What Is SOA From Students’ Perspective? 22 5.4. Methodologies used in SOA From Students’ Memory 22 5.5. Combined Tools, Methodologies and Techniques From ISS and SOA 24 CHAPTER 6: DISCUSSIONS ON REFLECTIVE AND INTERPRETIVE MODE 30 6.1. ON REFLECTIVE MODE 30 6.2. ON INTERPRETIVE MODE: EXPECTATIONS AND ACQUIRED KNOWLEDGE 32 6.2.1. Students Needs And Expectations 33 6.2.2. What Did Students Actually Take Out From Class? 35 CHAPTER 7: RESULTS AND DISCUSSIONS ON DECISIONAL MODE 39 7.1. First level of recommendations by students 39 7.2. Second level of recommendations by students 40 CHAPTER 8: SUGGESTIONS AND LIMITATIONS 42 8.1. Suggestions 42 8.1.1. Inventory Of Tools, And Methodologies For Training Service Professionals 42 8.1.2. ISS and SOA Gantt Chart of Tools, Techniques And Methodologies. 44 8.1.3. What Is Needed To Execute A Field Project From End To End? 47 8.2. Limitations 50 CONCLUSION 52 APPENDIX 53 A. ORID Focused Conversation Questions 53 B. ORID Focused Conversation Data Analysis 54 C. SOA Tentative Course Schedule 55 D. SOA Tentative Course Schedule 56 E. ISS Tentative Course Schedule 57 F. Techniques And Methodologies Adopted By The S-A Framework Of NSD 58 H. S-A Framework of a NSD 59 I. Narration Sample Of Two Participants, Explaining Problems And Suggesting Solutions, answering respectively to Q13 & 14 (Appendix A) 60 J. List Of The Group Of Students Subject To The Case Study. 62 REFERENCES 63 List of Tables Table 1: Identified Tools And Methodologies In The Class Of ISS 16 Table 2: SOA Topics And Concepts And Its Tools, Methodologies, And Techniques. 17 Table 3: ISS Tools, Methodologies And Techniques Collected From Memory 20 Table 4: SOA Tools, Methodologies, And Techniques From Students’ Memory 22 Table 5: Tools, Methodologies And Techniques Used For Projects (ISS and SOA) 24 Table 6: Inventory Of Tools And Methodologies And Techniques 43 List of Figures Figure 1: An Example of Service System According to the S-D Logic. 7 Figure 2: SOA Tools, Methodologies, And Techniques Timeline 18 Figure 3: Histogram Of ISS Tools, Methodologies, And Techniques 20 Figure 4: Main Methodologies & Techniques Used in ISS (From Students Feedback) 21 Figure 5: Tools, Methodologies And Techniques In SOA And Their Frequency 23 Figure 6: SOA Mostly Used Methodologies And Associated Methodologies And Tools 23 Figure 7: Tools And Methodologies Techniques Used For The Project By frequency 25 Figure 8: Tentative Sequential Ordering of Methodologies. 27 Figure 9: ISS Class Gantt Chart Focused On Team Projects 45 Figure 10: Tools And Methodologies Gantt Chart 46 Figure 11: 4D Design Method For New Services Retrieved from AIM webpage. 48 Figure 13: Framework For New Service Development 48 Figure 14: Roadmap Of Tools And Methodologies For Class Projects 49