Modelling information requirements in complex engineering services

Authors:
Duncan McFarlane;Rachel Cuthbert
Affiliations:
Institute for Manufacturing, Cambridge University Engineering Department, 17 Charles Babbage Road, Cambridge CB3 0FS, UK;Institute for Manufacturing, Cambridge University Engineering Department, 17 Charles Babbage Road, Cambridge CB3 0FS, UK
Venue:
Computers in Industry
Year:
2012

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Abstract

Services based around complex engineering equipment and systems provide substantial challenges in both the long-term management of the equipment and the need for guaranteed delivery of the related service. One of the challenges for an organisation providing these services is the management of the information that is required to design, deliver and subsequently assess the success of the service. To assist in this process this paper develops a model for capturing, organising and assessing information requirements for these Complex Engineering Services in which information required to support key decisions in the life cycle of the service is identified. The model - referred to as The 12-Box Model for Service Information Requirements - is embedded in a three-phase procedure for providing an assessment of information requirements of a service contract which also provides insight into the capabilities of available information systems in supporting the contract. An illustrative example examining service information in an aircraft availability contract is used to demonstrate the use of the 12-Box Model and associated assessment procedure.