02 Service Systems Thinking with Generative Pattern Language

2nd Dec 2016

Authors

David Ing

Abstract

Agenda:

1. Architecting versus designing
2. Alexandrian example → services
3. Exercise: trying out pattern language
4. Systems thinking + service systems
5. Ignorance and errors

Citation

David Ing, "Service Systems Thinking with Generative Pattern Language", Industrial Management, Master's Program, Helsinki Metropolia University of Applied Sciences, Finland, December 2, 2016.

Content

[view/download presentation slides as ODP] (11.9 MB)
[view/download presentation slides as PDF] (16.1 MB)

The video is #1 of 2 available on Youtube. Alternatively, listeners on the move may prefer a downloadable version.

Audio	[20161202_0910 Metropolia_Ing S2TPatternLanguage.mp3] (82MB, 1h24m59s) [20161202_0910 Metropolia_Ing S2TPatternLanguage_3db.mp3] (volume boosted 3db, 82MB, 1h24m59s) [20161202_0910 Metropolia_Ing S2TPatternLanguage_6db.mp3] (volume boosted 6db, 82MB, 1h24m59s)

Video	HD (1h24m59s)
H.264 MP4	[1280x720 306Kbps m4v] (262MB)	[1280x720 310Kbps m4v] (285MB)
WebM	[1280x720 105Kbps webm] (139MB)	[1280x720 826Kbps webm] (639MB)

To try out the activity of creating a pattern language, I guided students through understanding the form presented on slide 17. Here's what they saw on the big screen.

Format for service systems thinking
(i) Pattern label	An interaction phrased as a present participle
(ii) Voices on issues (who and what)	Archetypal roles of stakeholders, with concerns and interests posed as questions
(iii) Affording value(s) (how and why)	Objects and/or events that enable modes of practised capacities for independent or mutual action
(iv) Spatio-temporal frames (where and when)	Occasions at which dwelling in issues and affordances are salient and at hand
(v) Containing systems (slower and larger)	Constraining conditions in which the pattern operates, potentially where multi-issue messes are dissolved
(vi) Contained systems (faster and smaller)	Opportunistic conditions which the pattern contains, potentially allowing ad hoc resolving of a specific issue at hand

We collaborated on creating some preliminary patterns, discussing ideas and recording them on the big screen. The audio was recorded, but listening to dialogue for 50 minutes isn't the same as being there in person.

Audio

[20161202_1045 Metropolia_Ing S2TPatternLanguage.mp3] (48MB, 50m13s) [20161202_1045 Metropolia_Ing S2TPatternLanguage_3db.mp3] (volume boosted 3db, 48MB, 50m13s) [20161202_1045 Metropolia_Ing S2TPatternLanguage_6db.mp3] (volume boosted 6db, 48MB, 50m13s)

During the break, one student had asked about whether we could use pattern language to describe a resourcing service system. Here's the result.

Pattern 1: Resourcing service system

(i) Pattern label	An interaction phrased as a present participle Match-making
(ii) Voices on issues (who and what)	Archetypal roles of stakeholders, with concerns and interests posed as questions For a project manager, where can I find a specialist to complete some tasks? For the group manager, do I have the specialist to fill the role? For the specialist, what opportunities are available to use my skills?
(iii) Affording value(s) (how and why)	Objects and/or events that enable modes of practised capacities for independent or mutual action Getting the names of the specialists, so that the project can be delivered to the customer. Giving tasks to the specialists, to meet the revenue targets given by the company. Being assigned to a project, so that they can reach individual revenue targets
(iv) Spatio-temporal frames (where and when)	Occasions at which dwelling in issues and affordances are salient and at hand Company is big enough that they don't know all of the specialists Deadlines would be missed if resources not found
(v) Containing systems (slower and larger)	Constraining conditions in which the pattern operates, potentially where multi-issue messes are dissolved For a project staffing person, how do I find out about what skills are available? (Newspaper ads)
(vi) Contained systems (faster and smaller)	Opportunistic conditions which the pattern contains, potentially allowing ad hoc resolving of a specific issue at hand For the specialist, what is the knowledge base of the skills and needs?

With one pattern done, we looked for another to try out. Multiple students were doing research into Mobility as a Service, so we tried that.

Pattern 2: Mobility as a Service

(i) Pattern label	An interaction phrased as a present participle Relocating on demand
(ii) Voices on issues (who and what)	Archetypal roles of stakeholders, with concerns and interests posed as questions For a family head, how do I get to work with transportation methods that I can afford and is convenient? For a whole family, how to I get to places where conventional services don't go? For the parent, how does my child get transported to an event when I'm not there?
(iii) Affording value(s) (how and why)	Objects and/or events that enable modes of practised capacities for independent or mutual action Getting information about means of transportation, so that I can make a better choice between them. Improving utilization of a vehicle resource, reducing the price of mobility Not having to drive the vehicle, so I can do something else with my time
(iv) Spatio-temporal frames (where and when)	Occasions at which dwelling in issues and affordances are salient and at hand Multiple people in the family that need to go to difference places, when there's only one car Public transportation doesn't meet timeframe needs Alternative to public transportation is available (e.g. e-bike)
(v) Containing systems (slower and larger)	Constraining conditions in which the pattern operates, potentially where multi-issue messes are dissolved For the family, can the existing models of transportation be combined as pay-per-use?
(vi) Contained systems (faster and smaller)	Opportunistic conditions which the pattern contains, potentially allowing ad hoc resolving of a specific issue at hand For a MaaS customer, which service provider gives the best payment schemes and compatibility with needs? For a MaaS user, what other services could be available while I'm not at the wheel?

This more theoretical content is available as video #2 of 2 on Youtube. Here are some downloadable versions.

Audio	[20161202_1135_Metropolia_Ing_S2TPatternLanguage.mp3] (23MB, 23m20s) [20161202_1135_Metropolia_Ing_S2TPatternLanguage_3db.mp3] (volume boosted 3db, 23MB, 23m20s) [20161202_1135_Metropolia_Ing_S2TPatternLanguage_6db.mp3] (volume boosted 6db, 23MB, 23m20s)

Video	HD (23m19s)
H.264 MP4	[1280x720 285Kbps m4v] (70MB)	[1280x720 289Kbps m4v] (76MB)
WebM	[1280x720 99Kbps webm] (37MB)	[1280x720 822Kbps webm] (175MB)