摘要
以知识密集型服务（knowledge-intensive business services，简称KIBS）为背景，研究KIBS服务提供商的模块化服务架构设计，选择信息服务、软件开发服务、ERP实施服务作为案例，分析模块化服务架构设计的四个主要元素：服务背景、服务部件、服务配置、服务能力的概念以及相互之间的内涵联系。综合运用并行工程技术、业务流程建模手段和运筹学、管理学等优化与决策分析方法，以前后台分离的平台思维和模块化方法，对服务模块化、流程模块化和组织模块化的若干关键问题进行理论与实证、定量和定性相结合的分析和研究。全文主要内容如下：
首先，围绕平台前端的服务产品模块化，研究提出了4C模块化服务架构的概念模型，简称4CMSA。为帮助KIBS企业平衡标准化服务和异质化服务决策，以4CMSA模型助KIBS企业在面临异质性和协同一致性相冲突的情景下设计当前的服务系统；以BOM的计算逻辑定量化计算异质化服务引起4CMSA的模块化程度大小。其次，围绕前后端交界面的服务过程模块化，研究提出融合4CMSA的前后台分离的模块化服务平台模型。以三维模块化概念描绘了前端和后端的模块化平台构造思路，特别阐明了4CMSA在前端和后端的设计过程。为详述4CMSA服务配置层设计理念，选择软件需求开发服务为案例背景，以电信数据采集系统设计过程为例，集成结构化分析设计技术（SADT）和面向对象设计方法（OOD）解决从服务模块、流程模块、活动模块的全部设计过程。再次，围绕平台后端的服务组织模块化，研究提出基于超管理的模块化服务网络设计方法。从服务模块设计、流程模块设计、组织模块设计三个方面详述模块化服务网络设计（MSND）要素的构造逻辑。集成超管理方法和MSND的设计要素开发面向目标的模块化服务网络设计模型，分四个步骤详述模块化服务网络的形成机理。研究选择ERP实施服务作为案例背景，运用多目标决策模型和粒子群算法帮助ERP实施服务“网络指挥官（network orchestrator）”改善模块化服务网络的动态能力。最后，围绕平台后端的服务过程模块化，研究提出运用DSM（DesignStructure Matrix，简称DSM）模型工具分析活动模块的时序安排的问题。运用DSM描述活动模块之间的各种依赖关系，并且从活动时间、活动成本和活动之间信息反馈强弱三方面详述遗传算法在基于活动模块的DSM模型中的优化设计过程；研究选择ERP实施服务作为案例背景，对ERP实施服务全生命周期的知识获取、知识整合和知识扩散过程综合运用服务模块化知识，同时，采用DSM可视化地描述复杂流程模块之中各活动模块之间的信息依赖关系。
This paper aims to understand and identify the service context, service component,service configuration, service capability（4C）of modular service architecture（4CMSA）in the Knowledge-intensive business services (KIBS) industry. In an attempt to specifythe main elements of4CMSA, especially three types of KIBS such as information service,software development service and ERP implement service as pilot cases study analyzedifferent service contexts. Combined with theoretical analysis in areas of concurrentengineering, business process modeling, service operation management, system decisionmaking, optimization modeling and et al.,4CMSA works well to describe the modularitydegree of certain service offerings, business processes and service organizations byintegrating applications of front/back stage de-coupling thinking and modularity method.The main contents and conclusions are as follows:
First, focusing on service offerings modularity of front stage, the4C framework ofmodularity service architecture concept model（4CMSA）was presented. In an attempt tohelp the KIBS enterprises in the trade-off design of service component between standardcomponent and unique component, two sets of approaches are developed that further ourunderstanding and support decision making. It is a4C conceptual model for modularservice architecture that allows organizations to design current system in the balancebetween the heterogeneity of both inputs and demands and the synergistic specificity ofthe system. Then, the article develops a mathematical model on a BOM-based logic tomeasure the degree of modularity driving from unique services. Second, focusing onservice processes modularity configuration of interface between front stage and back stage,the4CMSA-based model of modular service platform throughout the front/back stagethinking was developed. This study has described the front stage and back stage buildingsby integrating the three-dimensional modular concepts （service module, process moduleand activity module）and the4CMSA thinking. In an attempt to elaborate certain kinds ofmapping configuration design among the service module, process module and activitymodule which is particularly emphasis on the service configuration level of4CMSAmodel, this study has selected a pilot case concerning Software Requirements Development such as Teledata Collection System（DCS）, and integrate the structuredanalysis and design technique（SADT）and Object-oriented Design（OOD） to help inanalyzing some critical problems: i.e., what are the function requirements of the servicemodule and how to design the mapping relationship between service modules and processmodule?……Third, focusing on service organization modularity of back stage, themodular service network design（MSND） approach to complement metamanagement ofthe virtual organization was introduced. This study has demonstrated a set of criticalelements design logic of modular service network including service modular design,process modular design and organization modular design. An analytical framework ofMSND has developed, which is a goal-oriented activity that is implemented by applyingmetamanagement method and naturally mapping four-steps modular design（servicemodularity, process modularity, organization modularity and MSND）. Following thisabductive logic, this study has selected a pilot case concerning Enterprise ResourcePlanning（ERP） implementation service, and integrate multi-objective decision makingmodeling and particle swarm optimization algorithm（PSO） to help KIBS networkorchestrator in analyzing their dynamic capability. Finally, focusing on service processesmodularity of back stage, an analytical tool for optimal modular task design sequencing incomplex service process systems was introduced. This study has summarized a literaturereview concerning the design structure matrix (DSM) method, and then Genetic Algorithm(GA) is used to help optimize the process modules in terms of task cost, task time andtheir coupling strength among each activity module. Second, this study has selected a pilotcase concerning ERP implementation service, and service modularization philosophies areapplied to ERP implementation life-cycle including knowledge acquisition, knowledgecombination and knowledge diffusion. DSM representation is used to capture both thesequence of and the information dependency relationships among the many activitymodules to be performed.
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