Track: Service Systems and Service Management

Abstract

Service modularity has been attracting growing interest in the last decade, especially in how modularity can benefit service research and service providers. The application of modularity concepts in service context has been discussed as a way to achieve benefits such as increased variety, economy of scale, and decreased lead times. Nevertheless, although the literature suggests that service modularity can positively influence service performance, the research on the evaluation of service modularization results is still scarce. The assessment of service modularity results is necessary for the application of modularity concepts in service organizations by demonstrating the potential of modularization in achieving benefits and improvements. Therefore, this work proposes an approach to assess service modularity results based on the performance measures from modularity literature. These modularity performance measures should be selected and prioritized according to service characteristics, to assess the modularization outcomes.  The results are valuable for proving the benefits related to service modularization and providing a holistic view of modularization outcomes. Further work involves expert assessment concerning the proposal and fieldwork by simulating a healthcare service within a modular scenario.