基于CMMI服务模型的快速响应服务设计方法

Rapid response service design method based on CMMI service model

在售后服务已成为航空制造业新的营收增长点的背景下,航空器制造商亟需一个规范的服务产品设计方法来指导其服务产品的开发过程。通过对“面向服务的能力成熟度模型集成(CMMI服务模型)”进行研究,开发了一种适用于航空器制造商的快速响应服务产品设计方法,该方法模型由“从问题到解决(ITR)”的端到端流程、服务水平协议(SLA)和操作级别协议(OLA)三部分组成,设计流程分为服务目录制定、业务流程设计、业务规则设计、服务系统开发和服务管理5个步骤。运用该方法可以确保快速响应服务水平与客户需求的一致性,提高人员、业务规则自动化和服务管理的集成化水平。

Under the background of after-sales service becoming a new revenue growth point in aviation industry,aviation equipment manufacturers urgently need a standardized service product design method to guide the service product development activities.Through the research of“service-oriented capability maturity model integration(CMMI-SVC)”,this paper develops a rapid response service product design method for aircraft manufacturers.The method model consists of three parts:end-to-end process of“from problem to solution(ITR)”,service level agreement(SLA)and operation level agreement(OLA).The design process is divided into five steps:service catalog formulation,business process design,business rule design,service system development and service management.Applying this method can ensure the consistency between rapid response service levels and customer needs,and improve the integration level of personnel,business rule automation and service management.