Innovation in user-centered skills and performance improvement for sustainable complex service systems

    Authors

    W. Karwowski;T. Z. Ahram

    Comments

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    Abbreviated Journal Title

    Work

    Keywords

    Service Systems; Performance; Sustainability; Ontology; Public, Environmental & Occupational Health

    Abstract

    In order to leverage individual and organizational learning and to remain competitive in current turbulent markets it is important for employees, managers, planners and leaders to perform at high levels over time. Employee competence and skills are extremely important matters in view of the general shortage of talent and the mobility of employees with talent. Two factors emerged to have the greatest impact on the competitiveness of complex service systems: improving managerial and employee's knowledge attainment for skills, and improving the training and development of the workforce. This paper introduces the knowledge-based user-centered service design approach for sustainable skill and performance improvement in education, design and modeling of the next generation of complex service systems. The rest of the paper cover topics in human factors and sustainable business process modeling for the service industry, and illustrates the user-centered service system development cycle with the integration of systems engineering concepts in service systems. A roadmap for designing service systems of the future is discussed. The framework introduced in this paper is based on key user-centered design principles and systems engineering applications to support service competitiveness.

    Journal Title

    Work-a Journal of Prevention Assessment & Rehabilitation

    Volume

    41

    Publication Date

    1-1-2012

    Document Type

    Article

    Language

    English

    First Page

    3923

    Last Page

    3929

    WOS Identifier

    WOS:000306361804012

    ISSN

    1051-9815

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