SSMED

1. Foundational Concepts (Service Systems Worldview)

1.1. Service Systems

1.1.1. Informal Service Systems

1.1.2. Formal Service Systems

1.2. Value Propositions

1.3. Governance Mechanisms

2. Fundamental Concepts

2.1. Value

2.1.1. Physical

2.1.2. Conceptual

2.2. Stakeholder Perspectives

2.2.1. Customer

2.2.2. Provider

2.2.3. Authority

2.2.4. Competition

2.3. Measures

2.3.1. Quality

2.3.2. Regulatory Compliance

2.3.3. Productivity

2.3.4. Sustainable Innovation

2.4. Resources

2.4.1. Physical with Contracting Rights

2.4.2. Not-physical with Contracting Rights

2.4.3. Physical without Contracting Rights

2.4.4. Not-physical without Contracting Rights

3. Theory of Service Systems

3.1. Science

3.2. Management

3.3. Engineering

3.4. Design

4. Tools and Methods

4.1. Service Intensity Matrix

4.2. Service Blueprinting

4.3. Service Responsibility Tables

5. Unified Service Theory

5.1. Production Processes

5.2. Customers

5.3. Inputs