价值知觉的服务系统设计模型分析与优化方法
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摘要
近年来，现代服务业发展迅猛，已成为服务产业中最具活力和最令人瞩目的现代高技术产业，受到世界各国的高度重视。研究如何设计、开发和管理IT使能的服务系统，以支持现代服务业的持续发展成为服务学中的一项重要任务。因此，服务工程成为了服务学中的一个重点研究领域。服务工程可以看做是软件工程的一种扩展，但是对于具有社会化技术特征的服务系统，传统的软件工程缺乏有效的解决方法。因此，有必要发展独立的服务工程方法。
随着“服务化”逐渐成为计算机软件领域的主流思想，人们从以往更多地关注服务系统的功能和质量，转向更多地关注服务系统的价值。但是目前的服务工程方法对服务价值这一服务系统的重要特征关注不够。而服务工程方法与传统的软件工程方法最大的不同是它应该更加关注服务价值以及创造服务价值的协同交互过程。为了解决这一问题，本课题组提出了价值知觉的服务工程方法论（Value-Aware Service Engineering and Methodology, VASEM）。价值知觉是指在服务全生命周期内的每个阶段均将价值作为设计决策的核心依据，在进入下一阶段之前进行面向价值的评价分析，确保所有价值均得到折中性的满足。VASEM通过在全生命周期执行各种价值知觉活动（例如，价值声明、价值保持、价值分析与优化等），以保证最终实现的IT使能的服务系统能够最大化的向服务参与者交付服务价值。
本文的研究内容是价值知觉的服务工程方法论VASEM的主体部分，重点关注服务系统的设计阶段，提出了价值知觉的服务系统设计模型分析与优化方法。本文研究了价值知觉的服务工程方法论VASEM与服务价值的相关概念、服务价值性质与服务价值模型、面向VASEM建模的价值标注和度量方法、面向价值的服务模型分析与优化。具体研究内容包括：
1）价值知觉的服务工程方法论VASEM和服务价值相关概念。在明确了本文研究服务的范围的基础上，针对传统服务工程方法对服务价值关注不够这一问题，提出了价值知觉的服务工程方法VASEM，并给出了VASEM的提出背景、框架和主要研究内容。从服务工程的角度，对服务价值进行了定义，并对服务价值进行了分类，初步讨论了服务价值的表示和特征。此外，研究了VASEM中服务模型需要包括哪些语义以及服务模型与价值模型之间的关系。
2）服务价值性质与服务价值模型。为了支持在服务系统的设计过程中实现各种价值知觉活动，需要研究服务价值的各种性质，特别是针对依赖关联性，本文研究了服务价值之间各种价值依赖关系的形式化表示和度量方法。在此基础上，提出了从不同维度、不同层次支持对服务系统的价值特征建模的服务价值模型：服务价值声明模型、面向参与者的价值网、价值依赖模型和价值标注模型。
3）面向VASEM建模的价值标注和度量方法。在给出了VASEM的一般建模过程的基础上，重点研究了如何通过合理的迭代式建模过程来实现服务模型中服务要素质量参数的优化设计，提出了价值知觉的迭代式服务建模过程。针对迭代过程中的“价值标注”和“价值度量”两种价值知觉活动，分别提出了价值的半自动标注方法和基于语义的价值度量方法。
4）面向价值的服务模型分析与优化。将初步设计完成的服务模型作为分析对象，从功能和性能两个角度对价值期望约束被服务模型满足的情况进行分析，提出了基于扩展Pi演算的服务价值分析方法。为了提高面向价值的服务模型优化的效率，对服务要素的面向价值的优先级（Value Oriented Priority, VOP）进行了量化分析，提出了基于关系树的服务要素VOP分析方法。针对初步设计完成的服务模型没有能够满足价值期望约束的情况，研究如何通过修改服务要素质量参数的方式来实现对服务模型的优化，提出了基于VOP的服务价值优化方法，并通过仿真实验验证了方法的有效性。
最后，为了验证理论研究成果，设计并实现了VASEM建模工具的原型系统，同时将威海海运物流出口服务作为应用案例，通过对海运物流出口服务系统进行建模，然后对初步设计完成的服务模型执行价值度量、价值分析与优化等活动来验证本文提出的理论和方法，分析了理论验证效果。
Modern service industry is growing rapidly in recent years. It has become themost dynamic and remarkable modern high technology industry within all servicerelated industires, and is paid great attention from all around the world. It is animportant task to research on how to design, develop and manage service systems soas to support the sustainable development of modern service industry. Therefore,service engineering has become a key research area in serviceology. Serviceengineering can be regarded as an extension to software engineering. But traditionalsoftware engineering lacks effective methods in face of service systems withsocialized technological features. Therefore, it is necessary to develop a separateservice engineering method.
As servitization gradually grows into the mainstream ideology of computersoftware field, more and more people shift their attentions from the function andquality of service systems towards value aspects. However, traditional serviceengineering methods do not pay enough attention on service value. In fact, thebiggest difference between service engineering methods and software engineeringmethods is that service engineering methods should pay more attentions on servicevalue and the collaborative interactions that create value. To solve this problem, ourresearch group proposes a Value-Aware Service Engineering and Methodology(VASEM). VASEM is used to support realizing all kinds of value-aware activities(e.g., value measurement, value annotation, value analysis and optimation, etc.)throughout the service system life cycle, so as to ensure that the resulting servicesystems can deliver maximal values to service participants.
The research content of this paper forms the main body of VASEM. It focuseson the design phase of service systems, and presents a value-aware design andoptimation method of service systems. In particular, this paper studies VASEM andservice value-related concepts, service value model and its mathematical properties,VASEM modeling-oriented value annotation and measurement methods, andvalue-oritend service model analysis and optimization. The detailed researchcontents are:
1) Value-Aware Service Engineering Methodology and service value-relatedconcepts. After the scope of service that this paper focuses on is introduced,Value-Aware Service Engineering Methodology is presented, as a response to thelack of consideration for service value in traditional service engineering methods,and then the background, framework and main research contents of VASEM aregiven. Service value is defined, classified, and the representation and characteristics of service value are discussed. Besides, the semantics that should be included inservice models of VASEM and the relationship between service model and valuemodel are researched.
2) Service value model and its mathematical properties. In order to support therealization of various value-aware activities in service system design, it is necessaryto research on various properties of service value, especially the dependencyrelevance property. This paper researches on the formal representation andmeasuremet methods of various value dependencies. On the basis, the paperpresents four kinfs of value model from different perspectives, i.e., valueproposition model, participant-oriented value network, value dependency model andvalue annotation model.
3) VASEM modeling-oriented value annotation and measurement methods.After the general modeling process of VASEM is given, the optimal design ofservice elements’ quality parameters in service models is presented by means of therational iterative modeling process, and a value-aware iterative service modelingprocess is proposed. For the two value awareness activities “value annotation” and“value measurement” in this iterative modeling process, a semi-automatic valueannotation method and a service semantics-based value measurement method isgiven respectively.
4) Value oriented service model analysis and optimization. Taking thepreliminary designed service model as analysis object, a service value analysismethod based on an extended Pi calculation is presented, which analyse the degreeof value expectations satisfied by service model from functional and non-functionalaspects. In order to improve the efficiency of model optimization, the value orientedpriority (VOP) of service elements is quantitively analysed, and a relationaltree-based VOP analysis method for service elements is peresneted. To solve theproblem that the expected constraints of some values are not satisfied by thedesigned of service model, a VOP-based service value optimization method ispresented, and its validity is proved through simulation experiments.
At last, in order to verify the above theoretical research results, a VASEMmodeling tool was designed and implemented. Combined with real case of WeiHaiocean logistics export service, the theories and methods presented in this paper areverified, and the validation results are analyzed.
随着“服务化”逐渐成为计算机软件领域的主流思想，人们从以往更多地关注服务系统的功能和质量，转向更多地关注服务系统的价值。但是目前的服务工程方法对服务价值这一服务系统的重要特征关注不够。而服务工程方法与传统的软件工程方法最大的不同是它应该更加关注服务价值以及创造服务价值的协同交互过程。为了解决这一问题，本课题组提出了价值知觉的服务工程方法论（Value-Aware Service Engineering and Methodology, VASEM）。价值知觉是指在服务全生命周期内的每个阶段均将价值作为设计决策的核心依据，在进入下一阶段之前进行面向价值的评价分析，确保所有价值均得到折中性的满足。VASEM通过在全生命周期执行各种价值知觉活动（例如，价值声明、价值保持、价值分析与优化等），以保证最终实现的IT使能的服务系统能够最大化的向服务参与者交付服务价值。
本文的研究内容是价值知觉的服务工程方法论VASEM的主体部分，重点关注服务系统的设计阶段，提出了价值知觉的服务系统设计模型分析与优化方法。本文研究了价值知觉的服务工程方法论VASEM与服务价值的相关概念、服务价值性质与服务价值模型、面向VASEM建模的价值标注和度量方法、面向价值的服务模型分析与优化。具体研究内容包括：
1）价值知觉的服务工程方法论VASEM和服务价值相关概念。在明确了本文研究服务的范围的基础上，针对传统服务工程方法对服务价值关注不够这一问题，提出了价值知觉的服务工程方法VASEM，并给出了VASEM的提出背景、框架和主要研究内容。从服务工程的角度，对服务价值进行了定义，并对服务价值进行了分类，初步讨论了服务价值的表示和特征。此外，研究了VASEM中服务模型需要包括哪些语义以及服务模型与价值模型之间的关系。
2）服务价值性质与服务价值模型。为了支持在服务系统的设计过程中实现各种价值知觉活动，需要研究服务价值的各种性质，特别是针对依赖关联性，本文研究了服务价值之间各种价值依赖关系的形式化表示和度量方法。在此基础上，提出了从不同维度、不同层次支持对服务系统的价值特征建模的服务价值模型：服务价值声明模型、面向参与者的价值网、价值依赖模型和价值标注模型。
3）面向VASEM建模的价值标注和度量方法。在给出了VASEM的一般建模过程的基础上，重点研究了如何通过合理的迭代式建模过程来实现服务模型中服务要素质量参数的优化设计，提出了价值知觉的迭代式服务建模过程。针对迭代过程中的“价值标注”和“价值度量”两种价值知觉活动，分别提出了价值的半自动标注方法和基于语义的价值度量方法。
4）面向价值的服务模型分析与优化。将初步设计完成的服务模型作为分析对象，从功能和性能两个角度对价值期望约束被服务模型满足的情况进行分析，提出了基于扩展Pi演算的服务价值分析方法。为了提高面向价值的服务模型优化的效率，对服务要素的面向价值的优先级（Value Oriented Priority, VOP）进行了量化分析，提出了基于关系树的服务要素VOP分析方法。针对初步设计完成的服务模型没有能够满足价值期望约束的情况，研究如何通过修改服务要素质量参数的方式来实现对服务模型的优化，提出了基于VOP的服务价值优化方法，并通过仿真实验验证了方法的有效性。
最后，为了验证理论研究成果，设计并实现了VASEM建模工具的原型系统，同时将威海海运物流出口服务作为应用案例，通过对海运物流出口服务系统进行建模，然后对初步设计完成的服务模型执行价值度量、价值分析与优化等活动来验证本文提出的理论和方法，分析了理论验证效果。
Modern service industry is growing rapidly in recent years. It has become themost dynamic and remarkable modern high technology industry within all servicerelated industires, and is paid great attention from all around the world. It is animportant task to research on how to design, develop and manage service systems soas to support the sustainable development of modern service industry. Therefore,service engineering has become a key research area in serviceology. Serviceengineering can be regarded as an extension to software engineering. But traditionalsoftware engineering lacks effective methods in face of service systems withsocialized technological features. Therefore, it is necessary to develop a separateservice engineering method.
As servitization gradually grows into the mainstream ideology of computersoftware field, more and more people shift their attentions from the function andquality of service systems towards value aspects. However, traditional serviceengineering methods do not pay enough attention on service value. In fact, thebiggest difference between service engineering methods and software engineeringmethods is that service engineering methods should pay more attentions on servicevalue and the collaborative interactions that create value. To solve this problem, ourresearch group proposes a Value-Aware Service Engineering and Methodology(VASEM). VASEM is used to support realizing all kinds of value-aware activities(e.g., value measurement, value annotation, value analysis and optimation, etc.)throughout the service system life cycle, so as to ensure that the resulting servicesystems can deliver maximal values to service participants.
The research content of this paper forms the main body of VASEM. It focuseson the design phase of service systems, and presents a value-aware design andoptimation method of service systems. In particular, this paper studies VASEM andservice value-related concepts, service value model and its mathematical properties,VASEM modeling-oriented value annotation and measurement methods, andvalue-oritend service model analysis and optimization. The detailed researchcontents are:
1) Value-Aware Service Engineering Methodology and service value-relatedconcepts. After the scope of service that this paper focuses on is introduced,Value-Aware Service Engineering Methodology is presented, as a response to thelack of consideration for service value in traditional service engineering methods,and then the background, framework and main research contents of VASEM aregiven. Service value is defined, classified, and the representation and characteristics of service value are discussed. Besides, the semantics that should be included inservice models of VASEM and the relationship between service model and valuemodel are researched.
2) Service value model and its mathematical properties. In order to support therealization of various value-aware activities in service system design, it is necessaryto research on various properties of service value, especially the dependencyrelevance property. This paper researches on the formal representation andmeasuremet methods of various value dependencies. On the basis, the paperpresents four kinfs of value model from different perspectives, i.e., valueproposition model, participant-oriented value network, value dependency model andvalue annotation model.
3) VASEM modeling-oriented value annotation and measurement methods.After the general modeling process of VASEM is given, the optimal design ofservice elements’ quality parameters in service models is presented by means of therational iterative modeling process, and a value-aware iterative service modelingprocess is proposed. For the two value awareness activities “value annotation” and“value measurement” in this iterative modeling process, a semi-automatic valueannotation method and a service semantics-based value measurement method isgiven respectively.
4) Value oriented service model analysis and optimization. Taking thepreliminary designed service model as analysis object, a service value analysismethod based on an extended Pi calculation is presented, which analyse the degreeof value expectations satisfied by service model from functional and non-functionalaspects. In order to improve the efficiency of model optimization, the value orientedpriority (VOP) of service elements is quantitively analysed, and a relationaltree-based VOP analysis method for service elements is peresneted. To solve theproblem that the expected constraints of some values are not satisfied by thedesigned of service model, a VOP-based service value optimization method ispresented, and its validity is proved through simulation experiments.
At last, in order to verify the above theoretical research results, a VASEMmodeling tool was designed and implemented. Combined with real case of WeiHaiocean logistics export service, the theories and methods presented in this paper areverified, and the validation results are analyzed.
引文
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