Speci ying business se ices:
lea ning om so wa e
enginee ing
Joaquin Pen
˜a-Siles
Depa men o Compu e Sys ems and Languages,
Uni e si y o Se ille, Se ille, Spain, and
Ma ia del Ma Gonza
´lez-Zamo a and Jose
´A.D. Machuca
Depa men o Financial Economics and Ope a ions Managemen ,
Uni e si y o Se ille, Se ille, Spain
Abs ac
Pu pose – The speci ica ion o business se ices (BS) is one o he key ac o s o success in se ice
p o ision. Resea che s and p ac i ione s ha e iden i ied a se o p oblems in BS speci ica ion, namely:
communica ion p oblems be ween p o ide s and buye s, inaccu a e speci ica ions and changes in
equi emen s. These p oblems we e iden i ied in he so wa e enginee ing (SE) ield many yea s ago,
esul ing in he de elopmen o many echniques and ools o add ess hem. Gi en he simila i ies
be ween he wo ields, he pu pose o his pape is o iden i y he main lessons lea ned in SE and o
p opose how hey can be adap ed o he BS ield.
Design/me hodology/app oach – The pape akes he o m o a li e a u e s udy and p esen s
a concep ual solu ion.
Findings – To add ess communica ions p oblems and inaccu acies in BS speci ica ion, a o mal
equi emen s speci ica ion s age is equi ed. Requi emen s should be se ou in a well-s uc u ed
w i en, de ini ion, documen which can be used a a subsequen s age o design o he se ice
( he de ini ion o he solu ion). A equi emen s documen o BS is p oposed based on BS li e a u e and
SE me hods. This documen is based on he app oaches used in he SE ield o imp o ing
communica ion and educing inaccu acies and co e s he in o ma ion needed in he BS ield o
speci ying a business se ice. Second, a li e cycle app oach is p oposed based on SE p ac ice. I is
shown ha di e en li ecycle sequences can be used depending on he deg ee o luidi y in he
communica ion be ween buye and p o ide , he complexi y o he BS and he s abili y o hei
equi emen s, wi h a epe i i e p ocess whe e speci ica ion and design a e e isi ed i e a i ely and/o
inc emen ally o en being he mos app op ia e. This app oach helps o s abilise equi emen s and o
a oid inaccu acies being made in he speci ica ion.
Resea ch limi a ions/implica ions – This pape is li e a u e based. Al hough s ill un es ed
empi ically in he BS ield, he ecommended app oach has been in ensi ely p o ed in he SE ield.
O iginali y/ alue – Requi emen s speci ica ion is a necessa y (mone a y, ime and esou ce) cos
o success ul BS p o ision. The BS indus y mus ealise ha equi emen s ha e o be se down in
w i ing and ag eed upon wi h cus ome s be o e ini ia ing he design o he se ice.
Keywo ds So wa e enginee ing, Cus ome equi emen s, Speci ica ions, Business planning,
Business se ices
Pape ype Concep ual pape
1. In oduc ion
Speci ica ion and design o Business Se ices (BS) has been seen as one o he keys o
success ully de eloping and selling BS (Smel ze and Ogden, 2002; Ande sson and
No man, 2002, Jackson e al. (1995); an de Valk and Rozemeije , 2009). Despi e
The cu en issue and ull ex a chi e o his jou nal is a ailable a
www.eme aldinsigh .com/1757-5818.h m
Speci ying
business se ices
97
Recei ed May 2009
Re ised 30 June 2010,
24 Feb ua y 2011
Accep ed 24 Augus 2011
Jou nal o Se ice Managemen
Vol. 23 No. 1, 2012
pp. 97-119
qEme ald G oup Publishing Limi ed
1757-5818
DOI 10.1108/09564231211208998
hei impo ance, de eloping w i en speci ica ions o he se ice desi ed emains
a challenge (Fi zsimmons and Fi zsimmons, 2008) and a i ing a clea speci ica ions is
no easy ask. Smel ze and Ogden (2002) a gue ha se ice speci ica ion is he second
mos complex ask in he pu chasing p ocess; and many pu chasing companies may
seem eluc an o add ess his pa o he pu chase p ocess ho oughly ( an de Valk
and Rozemeije , 2009).
I has been a gued ha he e a e h ee main p oblems ha cause his complexi y
(A
˚hls o
¨m and No din, 2006; Ell am e al., 2008):
(1) Communica ion p oblems be ween se ice p o ide and se ice buye . To p o ide
a success ul se ice, p o ide s should ha e an in-dep h unde s anding o
he buye s’ p oblems, and buye s should ha e an in-dep h unde s anding o he
ange o solu ions ha p o ide s can o e . This is no easy, since he cul u e,
a ea o expe ise, ocabula y, e c. o buye s and p o ide s a e o en e y
di e en , making communica ion di icul .
(2) Inaccu a e speci ica ions. A p ope desc ip ion o he se ice is in aluable.
Gi en he communica ion p oblems, speci ica ions should be se down ca e ully
in w i ing o ensu e ha buye and p o ide unde s and each o he and ag ee
on all ele an de ails.
(3) Changes in se ice equi emen s. The se ices o e ed mus be compe i i e and
imp o ed con inuously. Buye s do no usually unde s and wha he p o ide
can o e hem no explici ly know hei own needs leading o a p ocess whe e
he buye and he p o ide come o unde s and each o he s ep-by-s ep. Thus,
wi h each s ep o wa d buye s gain a be e unde s anding o wha hey need
and wha can be ob ained om he p o ide , changing/adding/dele ing
equi emen s om p e ious s eps.
In he se ices managemen ield he e a e models, me hods and ools de o ed o BS
design, o example quali y unc ion deploymen , s uc u ed analysis and design
echnique, ailu e mode and e ec s analysis, se ice bluep in ing and e e ence models
(Bullinge e al., 2003). Howe e , none o hese add esses he abo e p oblems as hey do
no pay enough a en ion o he speci ica ion phase. They all end o assume ha all he
buye ’s equi emen s a e s able and clea ly speci ied and p oceed di ec ly o he se ice
de ini ion.
The so wa e indus y has had o con end wi h he same h ee p oblems men ioned
p e iously (S andish G oup, 1995). As a esul , in ecen decades many app oaches and
solu ions ha e been p esen ed and adop ed by he indus y. The main conclusions in
he so wa e indus y a e ha a g ea deal o a en ion should be paid o speci ying
equi emen s and o se ing up a a ie y o well-s uc u ed s ages o educe he impac
o hese p oblems (Jacobson e al., 1993; Cockbu n, 1997, 2000; Go esdiene , 2002;
Robe son and Robe son, 2006).
We can conside he de elopmen and p o ision o so wa e as a p o ision o a BS.
Thus, he so wa e indus y can be seen as a speci ic case o he BS indus y whe e BS
a e sold. This pape akes hese simila i ies as i s basis o iden i y he main lessons
lea ned in so wa e enginee ing (SE) and adap hem o he BS ield.
The emainde o his pape is o ganised as ollows: he nex sec ion explo es
p oblems common o he SE and BS ields in g ea e de ail and shows how hese
p oblems ha e been add essed by SE. Sec ion 3 p oposes a s uc u e o BS
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98
speci ica ion analysis he in o ma ion o be co e ed. The de ail o his s uc u e is
p esen ed in he Appendix, using he example o a Ho el Chain which ou sou ces a
se ice o selling i s ooms online. Sec ion 4 p esen s a li ecycle app oach. Finally,
Sec ion 5 shows he main conclusions and oppo uni ies o u u e esea ch.
2. Add essing p oblems common o BS and SE
Building so wa e is a e y complex ask as i comp ises a la ge se o ins uc ions ha
mus be execu ed by a machine. Fo example, he Windows XP ope a ing sys em
con ained 40 million o hese ins uc ions all o which ha e been w i en by people who
ha e o coo dina e in o de o c ea e a se ice ha exac ly mee s he needs o a wide a ie y
o se ice consume s (use s). The e m “so wa e c isis” was coined a he i s NATO
So wa e Enginee ing Con e ence in 1968. The e m e lec ed he main challenge ha he
so wa e indus y aced om i s beginnings: how o o ganise, de ine and align such ahuge
numbe o small s eps o mee cus ome ’s needs gi en ha hese needs e ol e o e ime.
A s udy by he S andish G oup (1995), i led “The Chaos Repo ” led o an in lec ion
poin in he indus y. I ound ha mos majo so wa e p ojec s ailed and ha he
p ojec s ha we e comple ed ook wice he ime and cos wice as much as had been
o iginally es ima ed. The epo also iden i ied a numbe o majo p oblems e y
simila o hose in he BS indus y desc ibed ea lie . The h ee main p oblems we e:
(1) Lack o use inpu due o communica ion p oblems (12.8 pe cen ).
(2) Incomple e equi emen s and speci ica ions (12.3 pe cen ).
(3) Changing equi emen s and speci ica ions (11.8 pe cen ).
P io o his, li le a en ion had been paid o equi emen s speci ica ions in he SE ield.
So wa e speci ica ions had no mally s a ed wi h echnical models no usually unde s ood
by cus ome s. Models o his kind we e an obs acle o equi emen s de elopmen ,
and led o a la ge numbe o inaccu acies being made as a esul o misunde s andings
be ween buye s and p o ide s. This led o he ecogni ion o he need o :
.De ailed and o ganised ex ual desc ip ions o he equi emen s in o m
unde s andable by he cus ome – he eason o he se ices – and de ailed
desc ip ions o solu ions o he equi emen s.
.Mechanisms o help cus ome s cla i y wha hei equi emen s a e exac ly and
wha is he solu ion ha bes sui s hei needs.
This in u n led o he de elopmen o he discipline o equi emen s enginee ing
ocusing on p o iding he echniques, p o essionals and me hodologies needed o elici
and documen cus ome s’ needs using ex ual desc ip ions.
As in he ea ly days o he SE indus y, he e is e idence ha in he BS ield li le
a en ion had been paid o se ice speci ica ion (Johns on, 2005; Pin o and Johns on,
2009). One eason being ha , despi e being c ucial o building a se ice ha mee s he
buye ’s needs (Fi zsimmons and Fi zsimmons, 2004; Ma hyssens and Vandenbemp ,
1998; Ojasalo, 2007), speci ica ion was seen as an unnecessa y cos due o he
imp ession ha se ices a e simple han hey eally a e (Cong am and Epelman,
1995). Howe e , i has been a gued ha in he BS ield he e a e simila p oblems o
hose ound in he Chaos Repo (A
˚hls o
¨m and No din, 2006; Ell am e al., 2008),
as was s a ed in Sec ion 1, namely:
Speci ying
business se ices
99
.Communica ion p oblems be ween he se ice p o ide and he se ice buye .
.Inaccu a e speci ica ions/ equi emen s.
.Se ice equi emen changes.
In he ollowing sec ions, we de ail each o hese p oblems and ou line he main
solu ions adop ed in he SE ield.
2.1 Communica ion p oblems
A majo p oblem iden i ied in he SE indus y has been communica ion be ween he
so wa e buye and he so wa e builde . Be o e he Chaos Repo , i was assumed by
mos o he indus y ha cus ome s knew wha hei needs we e, bu i was
subsequen ly ealised ha :
.Cus ome s do no usually know wha so wa e can o e hem and hey do no
ha e he su icien ly de ailed desc ip ion o hei own p oblem in hei minds ha
is equi ed o building so wa e.
.The so wa e company is no necessa ily an expe in he domain o he
cus ome ’s p oblem and does no usually unde s and i .
We a gue ha he same p oblems occu in BS whe e a se ice is o en so complex ha
i is e y di icul o buye s o s a e exac ly wha hey need (Fi zsimmons and
Fi zsimmons, 2004; Ma hyssens and Vandenbemp , 1998; Ojasalo, 2007). This
si ua ion is agg a a ed by buye s no usually knowing/unde s anding wha he
p o ide can o e hem. Ano he p oblem iden i ied in he BS ield is ha when buye s
desc ibe wha hey wan , i is no necessa ily he se ice ha hey eally need. As in he
SE ield, se ice p o ide s appa en ly need o ha e excellen diagnos ic abili ies in
o de o disco e wha he buye eally needs.
The ollowing app oaches ha e been adop ed in he SE ield o add ess
communica ion p oblems:
.E e y p ojec should s a wi h a “Requi emen s elici a ion” s age, wi h he
pu pose o c ea ing a ex -based documen in which he cus ome and he
p o ide can ag ee on he desc ip ion o he se ice equi ed o he p oblem.
.A glossa y o de ini ions o echnical e ms should be added o equi emen s
documen s. This educes communica ion p oblems since he speci ic e ms used
by buye and p o ide in he speci ica ion a e de ined (Go esdiene , 2002).
.The documen mus model he cus ome ’s business p ocesses. This imp o es he
supplie ’s unde s anding o he cus ome , educing communica ion p oblems.
.This documen should be subsequen ly analysed. This analysis p ocess is based
on ansla ing ex ual desc ip ions ( equi emen s documen ) in o unambiguous
echnical diag ams and se ou in an analysis documen [1]. The pu pose o his
documen is wo old: i s , o de ec e o s, inconsis encies, duplica e in o ma ion
and ambigui ies in he ex ual equi emen s documen ; and second, o imp o e
and de ail he desc ip ion o he p oblem. Bo h, equi emen s and analysis
documen s can con inually p o ide each o he wi h eedback un il he
equi emen s documen is ee o e o s and ambigui ies and is inally alida ed
by he cus ome .
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We p opose ha he abo e app oaches can eadily be adap ed o a BS con ex ; wi h
bo h he buye and he p o ide be in ol ed in speci ying he se ice.
2.2 Inaccu acies in se ice speci ica ions
This is a p oblem in bo h he SE and BS ields. In he BS ield, a ull and clea
desc ip ion o he se ice is one o he key ac o s o p o iding he equi ed se ice
(Ande sson and No man, 2002; Bullinge e al., 2003). Unde -speci ica ion is common
and has been iden i ied as one o he mos impo an p oblems acing BS (A
˚hls o
¨m
and No din, 2006; Ell am e al., 2008).
This has been add essed in he SE ield; equi emen s need o be explici ly
documen ed be o e s a ing he design o he se ice. So wa e enginee s use h ee
main ools o achie e unambiguous equi emen s speci ica ions (Jacobson e al., 1993;
Cockbu n, 2000; Du a
´n, 2000):
.Lis o i ems o be co e ed. This p o ides well-s uc u ed documen s and ensu es
ha he speci ica ion will be comple e since he e is a lis o in o ma ion ha
mus be complied wi h.
.Tabula empla es. This echnique is used o a oid incomple e in o ma ion being
p o ided. They con ain a lis o a ibu es ha mus be co e ed o de ine each
equi emen , ensu ing ha he speci ica ion is comp ehensi ely me . I also
imp o es eadabili y and unde s anding since he in o ma ion is always
p esen ed in he same o ma .
.Sen ence pa e ns. This echnique consis s o using p ede ined pa s o he
sen ences used in he abula empla es o imp o e eadabili y and
unde s anding and a oid any ambigui y in he equi emen s desc ip ion ha
migh esul om ee desc ip ions.
In a w i en documen , i is also common o many pa s o be in e ela ed and o he e
o be a la ge amoun o in o ma ion. The analysis phase checks he ex ual in o ma ion
o inaccu acies and incomple eness. These app oaches a e impo an o BS as
speci ica ion echniques in he BS a ea ocus on a echnical desc ip ion o he se ice,
no he equi emen s documen a ion.
2.3 Changes in se ice equi emen s
This again is a p oblem impac ing bo h SE and BS. In BS, i has been obse ed ha
equi emen s change h oughou he se ice speci ica ion p ocess should also e ol e
o e ime o adap o changes in he ma ke and o main ain any compe i i e
ad an age (Ell am e al., 2008; Bullinge e al., 2003). In he SE ield, changes in use s’
e ol ing needs we e one o he ac o s ha con ibu ed o p ojec ailu e iden i ied in
he Chaos Repo and a numbe o app oaches and ools ha e been de eloped o
add ess managing changes:
.Documen ing equi emen s s abili y, impo ance and u gency. A ibu es can be
used o sco e he s abili y, impo ance and u gency o each equi emen . This in
u n allows equi emen s o be anked and hose wi h he highes sco es o be
designed/implemen ed i s .
.Inc emen al and i e a i e p ocesses. These a e well-sui ed o coping wi h uns able
equi emen s. Ideally he e should be sho i e a ions whe e all he phases
Speci ying
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o so wa e de elopmen a e co e ed and culmina e in a small pa o he so wa e
being comple ed. In his way, cus ome s can see pa o he solu ion and, wi h a
be e unde s anding o hei needs, ine une he es o equi emen s.
Requi emen s a e, he e o e, e hough a e each i e a ion wi h implemen a ion
o hose wi h highe sco es o s abili y, impo ance and u gency. This allows he
solu ion o he cus ome ’s needs o be easily op imized by managing changes in a
e y agile way.
.T aceabili y. This consis s o documen ing dependencies be ween equi emen s.
Fo example, he in e ac ions be ween buye and selle can be documen ed
indica ing he dependencies each in e ac ion has wi h o he elemen s, such as i ems
exchanged in he in e ac ion, oles in ol ed, o goals pu sued by se ice pu chase s,
e c. Using his, in o ma ion ma ixes can be cons uc ed o illus a e hese
ela ionships, which allow he impac o a change o be e alua ed. I also shows,
o example, which i ems need o be e iewed when some o he i em is changed.
In his pape , we a gue ha a simila app oach can be aluable o BS. Thus, as in he
SE ield, o add ess he h ee p oblems desc ibed, a se o p ocesses and a s uc u e o
speci ica ion can be used. In he ollowing sec ions, we explo e how o s uc u e and
de elop a BS speci ica ion. The ollowing sec ion p esen s he speci ica ion s uc u e.
3. De eloping BS speci ica ions
We ha e a gued in he p e ious sec ion ha o add ess hese p oblems i is i al ha
equi emen s a e p ope ly iden i ied and documen ed. The in o ma ion co e ed in he
speci ica ion mus be comple e and consis en . In his sec ion, we a gue ha he
in o ma ion o be conside ed in BS is simila o ha in SE and ou line he key a eas o
be co e ed.
3.1 In o ma ion equi ed
In SE, he e is a well-known se o i ems ha should be co e ed in any equi emen s
documen (Du a
´n, 2000; Cockbu n, 1997; Somme ille and Sawye , 1997; Robe son
and Robe son, 2006). Howe e , he e is no such se o i ems o BS equi emen s.
Bullinge e al. (2003), based on Donabedian (1980), has p oposed h ee pa
classi ica ion o BS:
(1) Resou ce model (s uc u e dimension): he esou ces equi ed o he se ice o
be p o ided co ec ly, comp ising human esou ce capabili ies, such as he
de ini ion o he skills equi ed by he s a in ol ed, in o ma ion sys ems
equi ed, e c.
(2) P ocess model (p ocess dimension): desc ibes how he ou comes o he se ice
a e achie ed.
(3) P oduc model (ou come dimension): desc ibes wha a se ice does and i s
ou comes ( angible and in angible).
We use his classi ica ion o explo e how he lessons om SE equi emen s can be
adap ed o BS.
3.1.1 Requi emen s o he esou ce model. We p opose ha he in o ma ion needed
o he BS esou ce model should include:
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.Func ional equi emen s based on in e ac ions be ween o ganisa ions.
Speci ica ions should ake in o accoun ha BS a e p oduced and consumed in
in e ac i e p ocesses be ween he buye and he p o ide . This equi es
speci ying he in e ac ions be ween he buye and p o ide du ing he se ice
exchange. This speci ica ion should con ain a desc ip ion o he in e ac ions
be ween employees om bo h sides o he ela ionship, he ela ionships a each
le el o he hie a chy and he di e en unc ions in ol ed in e e y o ganisa ions
(A
˚hls o
¨m and No din, 2006; Fi zsimmons and Fi zsimmons, 2004; Wyns a e al.,
2006). In he SE ield, he unc ional equi emen s a e called he use case; his
desc ibes he in e ac ions be ween use s and he so wa e. I uses a abula
empla e which shows in e ac ion as a numbe o s eps desc ibed in plain ex .
These s eps desc ibe he ac ions pe o med by a use playing a ole and how he
so wa e eac s. Al hough use cases ocus on he in e ac ions, hey also desc ibe
he pa icipan s in hese in e ac ions in he o m o oles (see below). F om he
esou ces poin o iew, use cases p o ide in o ma ion on he unc ional
o ganisa ion needed o pe o ming he se ice.
Many BS companies seem o ha e neglec ed his aspec o ongoing in e ac ion.
Buye s ha de ine and design hei daily dealings wi h he supplie (in e ms o
people in ol ed, communica ion channels and opics o be discussed), expe ience
ewe p oblems du ing he con ac pe iod. In addi ion, buye s ha de ail he
ela ionship wi h supplie s a e ela i ely mo e sa is ied han hose who do no
de ail he ela ionship, wi h bo h he p ocess o se ice deli e y and he se ice
deli e ed ( an de Valk and Rozemeije , 2009). Designing he ongoing
in e ac ions is some hing ha has o ake place in ad ance o signing he
con ac , ha is, in he ini ial s ages o he buying p ocess ( an de Valk and
Rozemeije , 2009).
.O ganisa ional s uc u e. In he SE ield, oles pa icipa ing in use cases a e
speci ied. These a e all he use s o he so wa e sys em and hei ela ionships.
No e ha in SE he o ganisa ional s uc u e, human esou ces and esou ces
needed o he so wa e o be used ha e no been ega ded as p oblems. In BS,
he oles o bo h he p o ide and he buye a e impo an o speci ying hese
in e ac ions (Ro h and Meno , 2003; Bullinge e al., 2003). Indeed, an unclea o
incomple e desc ip ion o he esponsibili ies and oles in ol ed has been
iden i ied as one o he p oblems in es ablishing se ice supply ela ionships
(Kelly e al., 2002; A
˚hls o
¨m and No din, 2006).
We hus p opose ha BS equi emen s should include speci ica ion o unc ional
equi emen s o use cases, and oles.
3.1.2 Requi emen s o he p ocess model. We p opose ha he ollowing
in o ma ion is needed o BS wi h ega d o he p ocess model:
(1) Business p ocesses. The p o ide needs o ha e a de ailed unde s anding o he
cus ome ’s business p ocesses, in o de o be able o o e he mos sui able
se ice solu ion ha i s hei needs and way o ope a ing (Ojasalo, 2007;
an de Valk and Rozemeije , 2009). The in o ma ion used in he SE ield is
simila o ha p oposed by di e en au ho s in he BS ield. Thus, we p opose
o adap he business p ocess models used in SE ield. These show he so wa e
buye ’s ope a ions in o de o iden i y which o hese a e o be ou sou ced
Speci ying
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103
o a so wa e sys em and o be e de ine and unde s and he buye ’s
equi emen s. In he SE ield, he mos common echniques used o model
business p ocesses a e business p ocess modelling no a ion (BPMN) and
ac i i y diag ams (Objec Managemen G oup, 2009).
(2) In e ac ions be ween business p ocesses. Building on he esou ce model; o a
se ice o be p o ided he buye and he p o ide should in e ac in a business
p ocess. These in e ac ions should be desc ibed ca e ully in o de o synch onise
and in eg a e bo h o ganisa ions’ business p ocesses ( an de Valk and
Rozemeije , 2009). The SE ield add esses his h ough:
.Use cases: as men ioned p e iously, hese desc ibe how he so wa e and use s
in e ac . Thus, use cases ocus on in e ac ions while business p ocesses ocus
on use ope a ions. In gene al, e ms, business p ocesses p o ide he gene al
con ex o he ope a ions, while use cases de ine in e nally hose s eps o he
business p ocess ha in ol e he use o so wa e. Thus, hey a e a a ine
g ained speci ica ion le el han business p ocesses.
.Use case diag ams: hese diag ams show g aphically which oles in e ac
be ween each o he ia use cases.
.Sys em goals: in he SE ield, hese speci y he unc ional goals ha he
so wa e sys em mus achie e. They complemen he in o ma ion p o ided
in he business p ocess by showing he pu pose ha is pu sued by hem.
In BS, hese goals can be used o ep esen s a egic, ac ical and ope a ional
goals ela ed o each pa icipan ’s BS and hei alignmen , since alignmen
has been p esen ed as a p e equisi e o o ging success ul and s able
comme cial ela ionships (Lee, 2004; A
˚hls o
¨m and No din, 2006).
3.1.3 Requi emen s o he p oduc model. We p opose he ollowing in o ma ion o be
p o ided o he BS p oduc model:
.I ems exchanged be ween pa icipan s. Since almos all se ices a e a mix u e o
angible and in angible componen s, BS speci ica ions mus also co e he
ea u es o he goods ( angible componen s) exchanged (Fi zsimmons and
Fi zsimmons, 2008). In he SE ield, speci ically in in o ma ion sys ems, i is
necessa y o speci y he i ems o be exchanged. Since in he SE ield he inpu s
and ou pu s o he sys em a e da a, such i ems a e he in o ma ion o be
exchanged be ween he so wa e sys em and i s use s. This is co e ed in he SE
equi emen s documen h ough he in o ma ion equi emen s. We p opose ha
his should be adap ed o use in he BS ield o ep esen ing he goods
exchanged. As in SE, whe e he ea u es o he in o ma ion o be exchanged mus
be de ailed, in he BS ield he cha ac e is ics o each kind o good exchanged in
he se ice should be speci ied.
.Non- unc ional equi emen s. As men ioned abo e, almos all se ices a e a
mix u e o angible and in angible componen s. Thus, BS speci ica ions mus
also co e i s in angible ea u es. These a e equi emen ha speci y c i e ia ha
can be used o measu e/speci y he quali y ha mus be p o ided du ing he
execu ion o he se ice ( ep esen ed p e iously as business p ocesses). This
should be con as ed wi h unc ional equi emen s ha de ine he ope a ional
s eps o be pe o med. Thus, an example o non- unc ional equi emen s o
JOSM
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104
a se ice can be he secu i y le el p o ided, he maximum ime o eplying o a
eques , o a 90 pe cen cus ome sa is ac ion le el. These equi emen s a e o
majo impo ance in SE, as indeed hey a e in BS (Ma hyssens and
Vandenbemp , 1998). Thus, quali y o se ice, o en embodied in a se ice
le el ag eemen , is an impo an componen o he in o ma ion needed in he BS
equi emen o he p oduc model. The dynamics o he ela ionship be ween
cus ome and supplie a e an in eg al pa o he quali y o he se ice (QoS). The
p ocess o e alua ing quali y is di e s be ween se ices and goods. Some hing
ha is angible can be inspec ed and examined o e ime, bu as se ices a e o
he mos pa in angible, hey canno . In addi ion, he assessmen o quali y is
made du ing he se ice deli e y p ocess. The e o e, collabo a ion be ween he
supplie and he buye is a way o ensu ing he deli e y o a quali y se ice, and
gi en he in angible na u e o indus ial se ices, he challenge is o explici ly
communica e he quali y ha se ice p o ide s o e (Ma hyssens and
Vandenbemp , 1998; Ell am e al., 2004).
3.2 A BS speci ica ion documen s uc u e
Gi en ha se ice buye s do no ha e o be expe s in modelling echniques and
me hodologies o speci ying se ices, and gi en ha communica ion be ween
p o ide and buye needs o be unambiguous and p oblem- ee, we a gue ha as in SE,
documen s w i en in na u al language should be used (Cockbu n, 1997). Thus, we
p opose ha BS speci ica ions should ollow a simila app oach o hose used in he SE
ield o w i ing and s uc u ing he equi emen s documen s, and con ain a simila se
o in o ma ion. As in SE, we belie e ha BS documen s should be well s uc u ed.
I would be use ul o ha e equi emen s specialis s o co e all he aspec s ha a e
ele an o se ice speci ica ion. This imp o es he chances o a i ing a a mo e
comp ehensi e speci ica ion and a oiding inaccu a e speci ica ions.
Building on ou p e ious discussion and based mainly on Du a
´n (2000), we p opose
an adap a ion o SE speci ica ion documen s uc u e in a documen s uc u e o BS
speci ica ions. This s uc u e is ou lined in Table I. The i s wo columns ou line he
documen s uc u e. The nex wo columns o his able show he in o ma ion equi ed
in BS and i s equi alence wi h he equi ed in o ma ion in SE. A hypo he ical example
o a equi emen s documen is shown in he Appendix.
3.2.1 De eloping he documen . Ea lie we highligh ed a numbe o po en ial
p oblems in he de elopmen o BS speci ica ions. We p opose ha in de eloping a
speci ica ion documen we can build on and adap some o he echniques used in SE.
A oiding inaccu a e speci ica ions. The e a e h ee main echniques and ools ha
can be used. Fi s , a clea and comple e index (lis o sec ions) should be used o a oid
incomple eness. Second, a se o empla es o speci ying he i ems in each sec ion can
be used o a oid inaccu acies and incomple eness (Du a
´n, 2000; Cockbu n, 1997;
Somme ille and Sawye , 1997; Robe son and Robe son, 2006). A inal echnique is o
use sen ence pa e ns o a oid ee w i ing and consequen ambigui y (Du a
´n, 2000).
Examples, based on a ho el example, o he empla es used in he main sec ions (4-6)
o he p oposed documen a e ou lined in he Appendix. Each empla e is p esen ed
wi h an example (ho els and online ese a ions) and is anno a ed o explain he
pu pose o each a ibu e. No e ha sen ence pa e ns a e used in all empla es; i alics
indica e manually-added ex and no mal Roman on , ixed pa s o he sen ence.
Speci ying
business se ices
105
This pape also pu s o wa d he choices ha managemen ha e in sequencing BS
de elopmen s ages. I e a i e/inc emen al p ocesses can be used o educe inaccu acies
and o add ess changing equi emen s, and epea ed li ecycles, whe e equi emen s
and analysis a e successi ely e isi ed, a e he mos sui able o complex and uns able
equi emen s.
The main limi a ion o his esea ch is ha , al hough concep ually and heo e ically
sound, i has no been subjec o majo empi ical es ing. We, he e o e, see wo
possible di ec ions o u u e esea ch. The i s is o build on he analysis in his pape
and o de elop analysis models ha help:
(1) To de ec inaccu acies, e o s and edundancies in equi emen s documen s.
(2) To pe o m a deepe analysis o he buye ’s p oblem, o example de elopmen
o an analysis documen o suppo he p oposed equi emen s documen
(Bocaneg a e al., 2009).
The second is empi ical es ing o he p oposed models, o example assessmen o he
a ibu es included in equi emen s empla es by means o an empi ical s udy
conduc ed in a numbe o companies in he se ice indus y.
Acknowledgemen s
The au ho s hank he Associa e Edi o and anonymous e e ees o hei aluable
eedback, which clea ly helped o imp o e his pape . This s udy was conduc ed wi hin
he amewo k o he Spanish Minis y o Educa ion and Science Na ional P og amme
o Indus ial Design and P oduc ion (DPI-2006-05531 and DPI-2009-11148) and he
Jun a de Andalucı
´a (Spain) PAIDI (Plan Andaluz de In es igacio
´n, Desa ollo e
Inno acio
´n) Excellence P ojec s (P08-SEJ-03841). This wo k has been pa ially
suppo ed by he Eu opean Commission (FEDER) and he Spanish Go e nmen unde
he CICYT p ojec SETI (TIN2009-07366), and by he Andalusian Go e nmen unde
he p ojec s ISABEL (P07-TIC-2533 and TIC-5906) and THEOS (TIC-5906).
No e
1. These diag ams ep esen he ex ual desc ip ion in an unambiguous language which allows
he de ec ion o inaccu acies in he ex and hei co ec ion. An example o hese diag ams is
he “class diag am”, which a e used o ep esen in o ma ion exchanged. The class diag ams
ha e an unde lying o mal heo y ha de ines which a e he ypes o ela ionships ha can
be ound be ween in o ma ion in an unambiguous way. Fo example, wo in o ma ion uni s
(called “classes”) can ela e by “agg ega ion”. Tha means ha one o he in o ma ion uni s is
he con aine o he o he one (e.g. a book is an “agg ega ion” o pages).
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Appendix. Examples om he p oposed equi emen s documen
In his appendix, a numbe o examples, e e ed o in he ex ea lie , a e gi en o elemen s o a
hypo he ical equi emen s documen based on a ho el chain seeking o ou sou ce i s sales online
sales se ice.
1. S a egy, goals and alignmen empla es
The cus ome ’s goals and he s a egy linking hem wi h he (se ice- ela ed) ope a ional
p ocesses ha mus be execu ed o hem o be achie ed (Sec ion 4.1 o he equi emen s
documen ) mus be speci ied. The ollowing s a egy and goals empla es can be used o his:
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114
ST-01 Inc ease ho el occupancy a es
Desc ip ion The se ice should help o inc ease he numbe o ooms occupied du ing all seasons
Ope a ional
subgoals • [GOAL-01] O e ooms on In e ne : The se ice p o ide should o e ee ooms wi h some
discoun o e he in e ne showing eal- ime a ailabili y
• [GOAL-02] Allow online ese a ion: The se ice p o ide should allow cus ome s o book ooms
o e he in e ne
S a egy
ID Name o he
s a egy
GoalID Goal name Goal
desc ip ion
The ollowing empla e is p oposed o documen ing alignmen equi emen s (Sec ion 4.2 o he
equi emen s documen ):
ALIG_ST-01 Sha e p o i s om occupied ooms
Desc ip ion Pa icipan s should all ollow he same s a egy: maximise he numbe o ooms occupied
• [ALIG_GOAL-01] Reduce p ice o ooms: Pa icipan Ho el Owne should educe he p ice
o ooms p opo ionally depending on he occupa ion da e
• [ALIG_GOAL-02] Add ooms o a el packages: Pa icipan Se ice P o ide should y o
maximise he numbe o ooms occupied by adding hem o a el packages
Sha e he losses de i ed om unoccupied ooms
Incen i es and
penal ies
Alignmen
s a egy ID Name o he
alignmen s a egy
Alignmen
goal name O ganiza ion
Alig. goal
desc ip ion
2. Exchanged i ems equi emen s empla es
This sec ion add esses Sec ion 5.1 o he equi emen s documen . The empla e o i ems
exchanged be ween oles in he se ices mus desc ibe all he i ems exchanged. These i ems migh
be in o ma ion o goods. No e ha exchanged in angible i ems mus be ep esen ed by means o
quali y o he se ice (QoS) equi emen s, e.g. high-cus ome sa is ac ion le el in 90 pe cen o he
cases, o by means o in e ac ion cases, e.g. abili y o ans e money om one accoun o ano he .
EXC-R-01 Rese a ion
Desc ip ion Booking Cen e should p o ide he Ho el wi h he ese a ions made.This should con ain he
ollowing ea u es:
• Check in and check ou da es
• Pe sons who made he ese a ion
• Taxes applied
• In o ma ion abou he a el packages applied
• Mode o paymen
Speci ic ea u es
Exchanged
i em ID Name o i em
exchanged
O ganisa ion p o iding
i em Speci ic ea u es o exchanged
i em
O ganisa ion ecei ing i em
3. Pa icipa ing ole empla es
This sec ion shows he p oposed empla e o he oles in ol ed in he BS ansac ion
(Sec ion 5.2.1 o he equi emen s documen ):
Speci ying
business se ices
115
ROL-01 Rese a ion manage
O ganisa ion Ho el
Depa men Rese a ion and managemen depa men
Goals - Sol e booking p oblems
- Cancel and change ese a ions
- …
Skills - Nego ia ion
- Kindness
- …
Ca dinali y [1..3]pe Ho el
Desc ip ion The ecep ionis is in cha ge o managing all ese a ions- ela ed aspec s
Role ID Role name
Role goals
Role o
O ganisa ion Role o
Depa men
Skills ha a pe son mus ha e o
execu e his ole
Desc ip ion o ole
[Minimum ..Maximum] numbe o
pe sons execu ing his ole
4. In e ac ion diag ams
This sec ion explains how o co e Sec ion 5.2.2.1 o he equi emen s documen .
In e ac ions diag ams a e used o illus a e which ac o s mus in e ac and which use cases
d i e hei in e ac ions. These diag ams a e used as a g aphical summa y o index ha show all
he ac o s and in e ac ions be ween hem in jus one place. This is needed because he numbe o
in e ac ions cases ( ex ual empla es sp ead in se e al pages) is usually high and is di icul o
ge an o e all idea o he whole sys em. An example o his diag am is shown in Figu e A1;
as can be seen, ac o icons a e used o ep esen oles and ellipses a e used o ep esen he
in e ac ion cases.
In he SE ield, hese diag ams a e called use case diag ams[1] and a e pa o UML
(so wa e modelling language) (Objec Managemen G oup, 2009).
5. In e ac ion case empla es
These empla es show he in e ac ions be ween buye s and p o ide s (Sec ion 5.2.2.2 o he
equi emen s documen ), basing on so wa e use case empla es (Cockbu n, 1997, 2000). (Use cases
ep esen he in e ac ions be ween use s and so wa e, in e ac ion cases ep esen he in e ac ion
be ween wo business ac o s.) A sequence o ac ions (s eps) ep esen ing he s anda d p ocedu e o
he in e ac ion mus be p o ided o speci y a use case. Only he s anda d p ocedu e should beshown
because he so wa e ield has shown ha complex sequences o s eps whe e se e al di e en pa hs
can be aken o comple e he in e ac ion can esul in unclea speci ica ions. This i em has been
enamed as in e ac ion cases, since hey ep esen he in e ac ions be ween di e en oles in BS.
Figu e A1.
In e ac ion diag am using
UML use case diag ams Rese a ion Manage Online Rese a ion Manage
Rese a ion
cancella ion
Rese a ion change
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IC-001 Rese a ion cancella ion
Desc ip ion The in e ac ion mus ake place as shown in hisi n e ac ion case when: a cus ome ies o
cancel a ese a ion
P e equisi es The ese a ion o cancel exis s
Common
Sequence
S ep Ac ion
1The Online Rese a ion Manage p o ides he in o ma ion on he ese a ion o be
cancelled
2The Rese a ion Manage de e mines he cancella ion ees and communica es hem o
he Online Rese a ion Manage
3The Online Rese a ion Manage communica es he in o ma ion needed o
nego ia ing he cancella ion ees
4The Rese a ion Manage ag ees a cancela ion ee wi h he Online Rese a ion
Manage aking in o accoun he in o ma ion p o ided
5
6
The Rese a ion Manage pe o ms he cancella ion and axes i o he Online
Rese a ionManage
The Online Rese a ion Manage s o es he cancella ion
Pos
equisi es The cancella ion has been pe o med
Excep ions S ep(s) Ac ion
2, 3, 4 I cancella ion is made 24 hou s be o e a i al da e hen no cancella ion ees a e
applied
QoS S ep QoS cons ain s
5The cancella ion ax mus be ecei ed
in unde 2 hou s
A e age
Fequency 4 imes pe week
In e ac ion
Case ID Name o he IC Si ua ion ha
igge s he IC
Condi ion ha
mus apply o
pe o ming he IC
I em exchanged
(p io desc ip ion
equi ed)
Role (p io
desc ip ion
equi ed)
Condi ion ha
mus apply a e
pe o ming he IC
Numbe o imes ha
he IC is pe o med Condi ion o
he excep ion Ac ions o pe o m when
he condi ion applies
QoS cons ain s
o a s ep
6. Quali y o se ice equi emen s empla es
This sec ion explains how o co e sec ion.
The ollowing empla e can be used o speci y he QoS (Sec ion 5.3.1 o he equi emen s
documen ) (no ice ha legal, cul u al, mo al and e hical aspec s mus be documen ed in a simila
way):
QR-001
Desc ip ion E icien call cen e
Online Booking Se ice mus p o ide an e icien call cen e wi h 90% gua an eed
a ailabili y o lines du ing any season
Ho el mus ensu e unde 200 calls pe day
Me ics/Indica o s Numbe o ejec ed calls
QoS eq. ID Name o QoS
equi emen
Indica o s/me ics ha allow checks o be
made on whe he QoS is main ained o no
QoS cons ain
Se ice
p o ide
Se ice buye
No e ha he in e ac ion- ela ed pa o he QoS will ha e been documen ed using in e ac ion
cases.
7. T aceabili y ma ixes
T aceabili y ma ixes show dependencies be ween i ems in he speci ica ion. Con en ional
ma ixes show which exchanged i em equi emen s and unc ional and non- unc ional
equi emen s a e needed o each o he se ice’s goals o be achie ed (Sec ion 4 o he
equi emen documen ). The goals, iden i ied by hei IDs, a e se ou in ows in a able and he
IDs o he equi emen s in he equi emen s ca alogue (Sec ion 5 o he equi emen s documen )
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in columns. When he goal ela es o a equi emen , a c oss is placed in he co esponding cell.
The empla e is as ollows:
Req-01 Req-02 …
Goal-01 X …
Goal-02 X…
…… … …
No e ha goals a e achie ed h ough in e ac ions be ween pa icipan s in he se ice. The e o e,
checks mus be made o e i y whe he all goals a e de ailed by means o in e ac ion cases and
all ela ing i ems, namely exchanged i ems equi emen s, oles, QoS cons ain s, e c.
8. In o ma ion equi ed in all empla es o managemen speci ica ion changes
Each i em mus ha e an ID so ha dependencies wi h o he i ems can be es ablished:
ID e.g. IC-001
Dependencies Lis o IDs o o he empla es
In o de o manage changes in equi emen s and o decide which should be used o he nex
e sion o he se ice he ollowing in o ma ion is needed:
Impo ance [c i ical, majo , no mal, mino , insigni ican ]
U gency [ e y u gen , u gen , needed, would be good]
S abili y [ e y s able, s able, uns able, e y uns able]
To iden i y hose in ol ed in he speci ica ion o each i em and whe he he equi emen has been
alida ed by he buye s, con ains e o s, is a d a , has been implemen ed, e c. all he empla es
mus con ain he ollowing in o ma ion:
Ve sion Ve sion numbe (da e)
Au ho s Au ho s’ names
Sou ces Names o people p o iding he in o ma ion
Sou ce
documen a ion Documen s used o speci ying he equi emen
S a e [Valida ed by use , pending, d a , implemen ed, e c.]
Finally, all i ems can also ha e a commen s ield:
Commen s …
No e
1. Use case diag ams” in he SE ield ela es a so wa e sys ems wi h hei use s (ac o s).
Howe e , in he BS, as wo o mo e ac o s a e ela ed by means o an in e ac ion, we
p opose o call hem “in e ac ion diag ams”.
Abou he au ho s
D Joaquin Pen
˜a-Siles has been a Lec u e o So wa e Enginee ing a he Uni e si y o Se ille
since 2000. He ecei ed his Doc o a e in So wa e Enginee ing om he Uni e si y o Se ille in
2005 and also holds an Execu i e Mas e s in Business Adminis a ion (2010) and is he CEO and
Founde o a spin-o i m a he Uni e si y o Se ille. This i m is de o ed o he applica ion o
esea ch indings. He is he au ho /coau ho o mo e han 60 a icles in p es igious jou nals and
JOSM
23,1
118
con e ence p oceedings in he ield o ope a ions managemen , business p ocess managemen ,
se ice science, En e p ise 2.0 and so wa e enginee ing. He collabo a es wi h ese che s in US
and o he Eu opean uni e si ies and esea ch cen es, such as NASA So wa e Enginee ing
Labo a o y, whe e he holds se e al pa en s. He has pa icipa ed in many esea ch p ojec s and
holds se e al awa ds o his eaching and esea ch. O he ecogni ions include: PhD wi h
Hono s, bes p ojec o he En ep eneu ial P ojec Awa ds o 2007 (Uni e si y o Se ille), men o
o se e al s uden eams a na ional compe i ions (Deloi e Business Game, Mic oso Imagine
Cup, e c.), and NASA Awa ds o Technology T ans e 2006. D Joaquin Pen
˜a-Siles is he
co esponding au ho and can be con ac ed a : [email p o ec ed]
Ma ia del Ma Gonza
´lez Zamo a, D o Business Managemen , g adua ed in Economics and
Business Science a he Uni e si y o Se ille in 1993. P esen ly she is an Associa e P o esso a he
Uni e si y o Se ille, whe e she has been eaching o he las 17 yea s in he a eas o Ope a ions
Managemen and Business Simula ion wi h Sys em Dynamics. He esea ch has a ac ed unding
om bo h wi hin he Eu opean Union amewo k and a he na ional le el. She has coau ho ed
a icles published in jou nals, such as Jou nal o Ope a ions Managemen ,Jou nal o Se ice
Managemen , as well as in na ional and in e na ional con e ences (Eu opean Managemen
Associa ion, P oduc ion and Ope a ions Managemen , Sys em Dynamics, e c.). He cu en
esea ch ocuses on se ice ope a ions managemen and he design and c ea ion o business games
o anspa en lea ning en i onmen s based on sys em dynamics. She is a membe o a ious
scien i ic associa ions: Eu OMA (Eu opean Ope a ions Managemen Associa ion) and ACEDE
(Economics and Business Managemen Scien i ic Associa ion). She is he ecipien o he ollowing
awa ds: he 2001 Wickham Skinne Awa d on Teaching Inno a ion Achie emen s, awa ded by
he P oduc ion and Ope a ions Managemen Socie y; nomina ed o he p es igious Eu opean Is
P ize (2001); 2002 AEDEM-MED Academy o Managemen Awa d on Managemen Educa ion;
Honou able Men ion a he 2002 Ins uc ional Awa d Compe i ion (Decision Science Ins i u e).
D Jose
´A.D. Machuca, D o Indus ial Enginee ing, Mas e in Business Adminis a ion and
Mas e in Indus ial Enginee ing, is P o esso o Ope a ions Managemen a he Uni e si y o
Se ille, Spain. He is Di ec o o GIDEAO Resea ch G oup, Fo me Head o Depa men (1982-1992)
and Fo me Vice Dean (1983-1989), Vicep esiden Eu A ica o POMS (P oduc ions and Ope a ions
Managemen Socie y) and membe o he Eu OMA Boa d (Eu opean Ope a ions Managemen
Associa ion). Coo dina o o he Eu opean Thema ic Ne wo k o Excellence in Ope a ions and
Supply Chain Managemen Educa ion, Resea ch and P ac ice (Thenexom). D Machuca is he
Di ec o o h ee Eu opean p ojec s, se en na ional p ojec s and wo P ojec s o Excellence
(Andalusian Resea ch Plan). He is on he Edi o ial Ad iso y Boa d o Jou nal o Ope a ions
Managemen , and In e na ional Jou nal o Ope a ions & P oduc ion Managemen . He is also
Regional Edi o o Ope a ions Managemen Resea ch and on he Edi o ial Re iew Boa d o
P oduc ion and Ope a ions Managemen and In e na ional Jou nal Manu ac u ing Technology
Managemen . D Machuca is au ho /coau ho o eigh books and edi o /coedi o o eigh jou nal
special issues, mo e han 50 a icles and 60 book chap e s. He has published in jou nals such as:
JOM,POM,IJOPM,IJPE,JPR,HBR,T anspo a ion Resea ch and SDR. His awa ds include: 2001
Wikham Skinne Awa d honou ing Teaching inno a ion achie emen s (POMS), Nomina ed o
he 2001 Eu opean Is P ize, 2002 MED-Academy o Managemen -AEDEM Awa d in
Managemen Educa ion, Honou able Men ion 2002 Ins uc ional Inno a ion Awa d (DSI), 2003
POMS and Indiana CIBER Bes Case In e na ional Awa d, 2005 Business Week/ECCH Eu opean
Bes Case in Ope a ions Managemen Awa d, Honou a y Doc o a e by he Uni e sidad P i ada
del No e (Pe u
´); 2009 Andalucia Resea ch Awa d-Ibn Al Ja ib, 2009 Uni e si y o Se illa FAMA
Resea ch Awa d; Ou s anding P o esso , Uni e si y o Se ille (2003-2004, 2004-2005).
To pu chase ep in s o his a icle please e-mail: [email p o ec ed]
O isi ou web si e o u he de ails: www.eme aldinsigh .com/ ep in s
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