An Analysis Method for Service Process Considering Resource Operation Rules

Any company that provides a product or a service should analyze the consumer´s requirements and design service processes. Service science or service designing tools help designers analyze consumer´s requirements and design the business and service processes. These researches focus on stakeholders and not on the workplace. As a result, the process based on these researches could overload the workplace. We propose an analysis method which calculates the change rate, which is the figures on the change, in the operation rules for a service process, taking the workload of the respective business into consideration. This paper presents an outline of the proposed method, the types of operation rules as elements of the service process, and the flow for calculating the change rate of the operation rules.