Reframing the relationship between service design and operations: a service engineering approach

The significance of services as business and human activities has increased dramatically throughout the world in the last three decades. Becoming a more and more competitive and efficient service provider while still being able to provide unique value opportunities for customers requires new knowledge and ideas. Part of this knowledge is created and utilized in daily activities in every service organization, but not all of it, and therefore an emerging phenomenon in the service context is information awareness. Terms like big data and Internet of things are not only modern buzz-words but they are also describing urgent requirements for a new type of competences and solutions. When the amount of information increases and the systems processing information become more efficient and intelligent, it is the human understanding and objectives that may get separated from the automated processes and technological innovations. This is an important challenge and the core driver for this dissertation: What kind of information is created, possessed and utilized in the service context, and even more importantly, what information exists but is not acknowledged or used? In this dissertation the focus is on the relationship between service design and service operations. Reframing this relationship refers to viewing the service system from the architectural perspective. The selected perspective allows analysing the relationship between design activities and operational activities as an information system while maintaining the tight connection to existing service research contributions and approaches. This type of an innovative approach is supported by research methodology that relies on design science theory. The methodological process supports the construction of a new design artifact based on existing theoretical knowledge, creation of new innovations and testing the design artifact components in real service contexts. The relationship between design and operations is analysed in the health care and social care service systems. The existing contributions in service research tend to abstract services and service systems as value creation, working or interactive systems. This dissertation adds an important information processing system perspective to the research. The main contribution focuses on the following argument: Only part of the service information system is automated and computerized, whereas a significant part of information processing is embedded in human activities, communication and ad-hoc reactions. The results indicate that the relationship between service design and service operations is more complex and dynamic than the existing scientific and managerial models tend to view it. Both activities create, utilize, mix and share information, making service information management a necessary but relatively unknown managerial task. On the architectural level, service system -specific elements seem to disappear, but access to more general information elements and processes can be found. While this dissertation focuses on conceptual-level design artifact construction, the results provide also very practical implications for service providers. Personal, visual and hidden activities of service, and more importantly all changes that take place in any service system have also an information dimension. Making this information dimension visual and prioritizing the processed information based on service dimensions is likely to provide new opportunities to increase activities and provide a new type of service potential for customers.

Design and validation of stateful composite RESTful web services

A web service is a software system that provides a machine-processable interface to the other machines over the network using different Internet protocols. They are being increasingly used in the industry in order to automate different tasks and offer services to a wider audience. The REST architectural style aims at producing scalable and extensible web services using technologies that play well with the existing tools and infrastructure of the web. It provides a uniform set of operation that can be used to invoke a CRUD interface (create, retrieve, update and delete) of a web service. The stateless behavior of the service interface requires that every request to a resource is independent of the previous ones facilitating scalability. Automated systems, e.g., hotel reservation systems, provide advanced scenarios for stateful services that require a certain sequence of requests that must be followed in order to fulfill the service goals. Designing and developing such services for advanced scenarios with REST constraints require rigorous approaches that are capable of creating web services that can be trusted for their behavior. Systems that can be trusted for their behavior can be termed as dependable systems. This thesis presents an integrated design, analysis and validation approach that facilitates the service developer to create dependable and stateful REST web services. The main contribution of this thesis is that we provide a novel model-driven methodology to design behavioral REST web service interfaces and their compositions. The behavioral interfaces provide information on what methods can be invoked on a service and the pre- and post-conditions of these methods. The methodology uses Unified Modeling Language (UML), as the modeling language, which has a wide user base and has mature tools that are continuously evolving. We have used UML class diagram and UML state machine diagram with additional design constraints to provide resource and behavioral models, respectively, for designing REST web service interfaces. These service design models serve as a specification document and the information presented in them have manifold applications. The service design models also contain information about the time and domain requirements of the service that can help in requirement traceability which is an important part of our approach. Requirement traceability helps in capturing faults in the design models and other elements of software development environment by tracing back and forth the unfulfilled requirements of the service. The information about service actors is also included in the design models which is required for authenticating the service requests by authorized actors since not all types of users have access to all the resources. In addition, following our design approach, the service developer can ensure that the designed web service interfaces will be REST compliant. The second contribution of this thesis is consistency analysis of the behavioral REST interfaces. To overcome the inconsistency problem and design errors in our service models, we have used semantic technologies. The REST interfaces are represented in web ontology language, OWL2, that can be part of the semantic web. These interfaces are used with OWL 2 reasoners to check unsatisfiable concepts which result in implementations that fail. This work is fully automated thanks to the implemented translation tool and the existing OWL 2 reasoners. The third contribution of this thesis is the verification and validation of REST web services. We have used model checking techniques with UPPAAL model checker for this purpose. The timed automata of UML based service design models are generated with our transformation tool that are verified for their basic characteristics like deadlock freedom, liveness, reachability and safety. The implementation of a web service is tested using a black-box testing approach. Test cases are generated from the UPPAAL timed automata and using the online testing tool, UPPAAL TRON, the service implementation is validated at runtime against its specifications. Requirement traceability is also addressed in our validation approach with which we can see what service goals are met and trace back the unfulfilled service goals to detect the faults in the design models. A final contribution of the thesis is an implementation of behavioral REST interfaces and service monitors from the service design models. The partial code generation tool creates code skeletons of REST web services with method pre and post-conditions. The preconditions of methods constrain the user to invoke the stateful REST service under the right conditions and the post condition constraint the service developer to implement the right functionality. The details of the methods can be manually inserted by the developer as required. We do not target complete automation because we focus only on the interface aspects of the web service. The applicability of the approach is demonstrated with a pedagogical example of a hotel room booking service and a relatively complex worked example of holiday booking service taken from the industrial context. The former example presents a simple explanation of the approach and the later worked example shows how stateful and timed web services offering complex scenarios and involving other web services can be constructed using our approach.

Evolution of architectural floor plans

Layout planning is a process of sizing and placing rooms (e.g. in a house) while a t t empt ing to optimize various criteria. Often the r e are conflicting c r i t e r i a such as construction cost, minimizing the distance between r e l a t ed activities, and meeting the area requirements for these activities. The process of layout planning ha s mostly been done by hand, wi th a handful of a t t empt s to automa t e the process. Thi s thesis explores some of these pa s t a t t empt s and describes several new techniques for automa t ing the layout planning process using evolutionary computation. These techniques a r e inspired by the existing methods, while adding some of the i r own innovations. Additional experimenLs are done to t e s t the possibility of allowing polygonal exteriors wi th rectilinear interior walls. Several multi-objective approaches are used to evaluate and compare fitness. The evolutionary r epr e s ent a t ion and requirements specification used provide great flexibility in problem scope and depth and is worthy of considering in future layout and design a t t empt s . The system outlined in thi s thesis is capable of evolving a variety of floor plans conforming to functional and geometric specifications. Many of the resulting plans look reasonable even when compared to a professional floor plan. Additionally polygonal and multi-floor buildings were also generated.

The intangible aspects of architectural spaces that influence human well-being

En utilisant des approches qualitative and quantitative cette thèse démontre que les aspects intangibles des espaces architecturaux influencent le bien-être humain. Le but est de faire savoir que les espaces intérieurs ont un impact sur le bien-être et que l’architecture peut être considérée comme une solution pour satisfaire les besoins des usagers. Dans la première étude, l’approche qualitative est explorée en utilisant la narration pour identifier les aspects intangibles des espaces intérieurs qui affectent le bien-être. Une discussion s’articule autour du Modèle de Réponses Expérientielles des Humains (Model of Human Experiential Responses to Space) et de son importance comme outil pour déterrer les caractéristiques environnementales qui influencent le bien-être et qui peut être utile pour les professionnels du design. Les résultats démontrent que 43 catégories sont interprétées comme étant des aspects intangibles et servent de canevas pour trois autres études. Les résultats démontrent que certaines caractéristiques environnementales similaires dans les résidences et les bureaux augmentent le sentiment de satisfaction et de bien-être. Dans la deuxième étude, une approche quantitative est explorée en utilisant les neurosciences et l’architecture afin de mesurer comment les espaces architecturaux affectent le bien-être. Le concept de neuroscience / environnement / comportement est utilisé où huit corrélats neuroscientifiques (Zeisel 2006) sont investigués afin de mesurer les effets du cerveau sur les espaces architecturaux. Les résultats démontrent que l’environnement peut affecter l’humeur, le niveau d’attention et le niveau de stress chez les humains et peut également augmenter leur performance. Les deux études contribuent aux connaissances que les caractéristiques environnementales affectent l’humeur et le niveau de satisfaction de la même façon dans les espaces résidentiels et dans les espaces de bureaux. Un bon environnement qui énergise les employés peut affecter leur performance au travail de façon positive (Vischer 2005).

Le corps ambivalent dans l'exposition «En imparfaite santé : la médicalisation de l'architecture» (2011-2012)

Le progrès scientifique et technologique n'est pas sans faille – les conséquences imprévues de son application peuvent causer de nouveaux problèmes. Tel est le constat machiavélien sur lequel est fondé le projet En imparfaite santé : la médicalisation de l'architecture du Centre Canadien d'Architecture (2011-2012), présenté sous forme d'exposition et de catalogue. Ce mémoire étudie comment les deux plateformes, la première étant expérientielle et la seconde théorique, formulent une critique du processus de la médicalisation actuelle, lequel est entré dans le champ de l'architecture contemporaine. L’exposition est approchée comme discours et comme installation d’objets pour un public; une attention particulière est alors portée à la scénographie et au parcours du visiteur. D’autres réflexions ont pour objet le graphisme, un outil soutenant le leitmotiv de confrontation. Dans l’étude du catalogue, l’accent est mis sur l’essai d’introduction, qui est implicitement traversé par le concept fondamentalement ambivalent de pharmakon. Le péritexte, l’encadrement physique du contenu principal de l’ouvrage, est aussi examiné. Ensuite, l’analyse comparative propose que chaque plateforme véhicule un propos différent, une stratégie rendue possible par l’ambivalence de la notion de corps, entendue littéralement et métaphoriquement. La conclusion finale du mémoire esquisse une courte proposition de contextualisation, autant de cette dualité que de la remise en question de l’autorité du discours techno-scientifique. Bien qu’En imparfaite santé dirige sa critique envers la persistance de la vision moderniste de l'architecture, nous avançons que le projet concerne tout autant, sinon plus, l'omniprésence actuelle du numérique. Ce dernier, à l’instar de l’architecture moderne, ne modifie pas seulement la conception du corps humain et architectural, il renforce également une croyance positiviste dans la technologie qui n'est pas toujours contrebalancée par la pensée critique.

Design Considerations of Sonar Projector Arrays with Improved Performance

Systems which employ underwater acoustic energy for observation or communication are called sonar systems. The active and passive sonars are the two types of systems used for the detection and localisation of targets in underwater. Active sonar involves the transmission of an acoustic signal which, when reflected from a target, provides the sonar receiver with a basis for the detection and estimation. Passive sonar bases its detection and estimation on sounds which emanate from the target itself--Machinery noise, flow noise, transmission from its own active sonar etc.Electroacoustic transducers are used in sonar systems for the transmission and detection of acoustic energy. The transducer which is used for the transmission of acoustic energy is called projector and the one used for reception is called hydrophone. Since a single transducer is not sufficient enough for long range and directional transmission, a properly distributed array of transducers are to be used [9-11].The need and requirement for spatial processing to generate the most favourable directivity patterns for transducer systems used in underwater applications have already been analysed by several investigators [12-21].The desired directivity pattern can be either generated by the use of suitable focussing techniques or by an array of non-directional sensor elements, whose arrangements, spacing and the mode of excitation provide the required radiation pattern or by the combination of these.While computing that the directivity pattern, it is assumed strength of the elements are unaffected by the the source acoustic pressure at each source. However, in closely packed a r r a y s , the acoustic interaction effects experienced among the elements will modify the behaviour of individual elements and in turn will reduce the acoust ic source leve 1 wi t h respect to the maximum t heoret i cal va 1ue a s well as degrade the beam pa t tern. Th i s ef fect shou 1d be reduced in systems that are intended to generate high acoustic power output and unperturbed beam patterns [2,22-31].The work herein presented includes an approach for designing efficient and well behaved underwater transd~cer arrays, taking into account the acoustic interaction effect experienced among the closely packed multielement arrays.Architectural modifications reducing the interaction effect different radiating apertures.

Decimation Filter Design Toolbox for Multi-Standard Wireless Transceivers using MATLAB.

The demand for new telecommunication services requiring higher capacities, data rates and different operating modes have motivated the development of new generation multi-standard wireless transceivers. A multi-standard design often involves extensive system level analysis and architectural partitioning, typically requiring extensive calculations. In this research, a decimation filter design tool for wireless communication standards consisting of GSM, WCDMA, WLANa, WLANb, WLANg and WiMAX is developed in MATLAB® using GUIDE environment for visual analysis. The user can select a required wireless communication standard, and obtain the corresponding multistage decimation filter implementation using this toolbox. The toolbox helps the user or design engineer to perform a quick design and analysis of decimation filter for multiple standards without doing extensive calculation of the underlying methods.

Research in Architecture: Looking Backward and Forward: Forty-Year Experience in Architectural Research at the Faculty of Architecture STU

The introduction of my contribution contains a brief information on the Faculty of Architecture of the Slovak University of Technology in Bratislava (FA STU) and the architectural research performed at this institution. Schemes and priorities of our research in architecture have changed several times since the very beginning in early 50’s. The most significant change occurred after “the velvet revolution” in 1989. Since 1990 there have been several sources to support research at universities. The significant part of my contribution is rooted in my own research experience since the time I had joined FA STU in 1975 as a young architect and researcher. The period of the 80’s is characterized by the first unintentional attempts to do “research by design” and my “scientific” achievements as by-products of my design work. Some of them resulted in the following issues: conception of mezzo-space, theory of the complex perception of architectural space and definition of basic principles of ecologically conscious architecture. Nowadays I continue my research by design within the application of so called solar envelope in urban scale with my students.

Research by design : a research strategy

The idea of an expressive component in research is important to the architectural industry. The expressive element - the possibility of expressing the qualitative aspects of the world and adding something new to the existing through experiments and proposals - is characteristic for the field. All research environments, in the science tradition and in the humanities, have their characteristics. On the one hand, they live up to certain common scientific and methodological criteria - originality and transparency – and on the other hand, they have different practices, using different methods. Research is ‘coloured’ by traditions and professions, and research in architecture should be coloured too, taking into consideration that the practice of architects stretches from natural science and sociology to art and that the most important way in which the architect achieves new cognition is through work with form and space – drawings, models and completed works. Probably all good design is informed by some kind of research – research- based design. But can research arise from design?

Copyright issues on the protection of architectural works and designs

Architects and engineers depend on copyright law to protect their original works. Copyright protection is automatic once a tangible medium of expression in any form of an innovative material, conforming the Copyright Designs and Patents Act 1988, is created. In terms of architectural works, they are protected as literary works (design drawings and plans) and as artistic works (the building or model of the building). The case law on the concept of “originality” however discloses that it may be difficult for certain artistic works of architecture to achieve copyright protection. Although copyright law provides automatic protection to all original architectural plans, the limitation is that it only protects the expression of ideas but not the ideas themselves. The purpose of this research is to explore how effective the UK’s copyright law regime is for protecting the rights and interests of architects in their works. In addition, the United States system of copyright law will be analysed to determine whether it provides more effective protection for architects and engineers with regard to architectural works. The key objective in carrying out this comparison is to compare and contrast the extent to which the two systems protect the rights and interests of architects against copyright infringement. This comparative analysis concludes by considering the possibility of copyright law reform in the UK.

Exploring the role of design quality in the Building Schools for the Future programme

The Building Schools for the Future (BSF) programme represents the biggest single UK government investment in school buildings for more than 50 years. A key goal for BSF is to ensure that pupils learn in 21st-century facilities that are designed or redesigned to allow for educational transformation. This represents a major challenge to those involved in the design of schools. The paper explores the conceptualizations of design quality within the BSF programme. It draws on content analysis of influential reports on design published between 2000 and 2007 and interviews with key actors in the provision of schools. The means by which design quality has become defined and given importance within the programme through official documents is described and compared with the multiple understandings of design quality among key stakeholders. The findings portray the many challenges that practitioners face when operationalizing design quality in practice. The paper concludes with reflections on the inconsistencies between how design quality has been appropriated in the BSF programme and how it is interpreted and adopted in practice.

The practice of sustainable facilities management: Design sentiments and the knowledge chasm

The construction industry with its nature of project delivery is very fragmented in terms of the various processes that encompass design, construction, facilities and assets management. Facilities managers are in the forefront of delivering sustainable assets management and hence further the venture for mitigation and adaptation to climate change. A questionnaire survey was conducted to establish perceptions, level of commitment and knowledge chasm in practising sustainable facilities management (FM). This has significant implications for sustainable design management, especially in a fragmented industry. The majority of questionnaire respondents indicated the importance of sustainability for their organization. Many of them stated that they reported on sustainability as part of their organization annual reporting with energy efficiency, recycling and waste reduction as the main concern for them. The overwhelming barrier for implementing sound, sustainable FM is the lack of consensual understanding and focus of individuals and organizations about sustainability. There is a knowledge chasm regarding practical information on delivering sustainable FM. Sustainability information asymmetry in design, construction and FM processes render any sustainable design as a sentiment and mere design aspiration. Skills and training provision, traditionally offered separately to designers and facilities managers, needs to be re-evaluated. Sustainability education and training should be developed to provide effective structures and processes to apply sustainability throughout the construction and FM industries coherently and as common practice.

Beyond words: Aesthetic knowledge and knowing in design

Aesthetic knowledge comes from practitioners understanding the look, feel, smell, taste and sound of things. It is vital to work in many organizational contexts. In this paper, we explore aesthetic knowledge and knowing in organizations through detailed observation of design work in the architectural practice Edward Cullinan Architects. Through our research, we explore aesthetic knowledge in the context of architectural work, we unpack what it is, how it is generated, and how it is applied in design projects, shared between practitioners and developed at the level of the organization. Our analysis suggests that aesthetic knowledge plays an important part in organizational practice, not only as the symbolic context for work, but as an integral part of the work that people do. It suggests that aesthetic reflexivity, which involves an opening up and questioning of what is known, is experienced as part of practice as well as a `time out' from practice.