This research aims at developing an Integrating Service Design Methodology for business-to-business (B2B) firms to manage the solution life-cycle. Our methodology integrates appropriate modeling tools, e.g., Customer Journey Map, Service Blueprint, Business Process Model and Notation, and Unified Modeling Language, and demonstrates where these tools can be complementary to each other. This research adopts a design science research approach, and applies it to the factory resource asset management solution project and conducts interview with project team members. The contributions in this thesis include that of (i) displaying and delivering similar information through different tools; (ii) achieving efficient communication and reducing information loss within stakeholders (i.e., customer, salesperson, business developer, project manager, and engineer); and (iii) pointing out the differences between the business-to-consumer case and the B2B case in service design.

Table of Content
Abstract
List of Tables
List of Figures
Chapter 1: Introduction
Chapter 2: Literature Review
2.1 Solution Business
2.2 The Changing Role of Sales
2.3 Business-To-Business Relationship Structure
2.4 Life Cycle of Solution
Chapter 3: Conceptual Framework and Research Methodology
3.1 Design Science Research
3.2 Company and Case Introduction
3.3 Build Integrated Service Design Methodology
3.3.1 Solution Delivery Life Cycle
3.3.2 Business Process Modeling
3.3.3 Conceptual Framework
3.3.4 Customer Journey Map
3.3.5 Service Blueprint
3.3.6 Business Process Model and Notation (BPMN)
3.3.7 Unified Modeling Language (UML)
3.4 Evaluate Integrated Service Design Methodology
3.4.1 Prototype
3.4.2 Interview
Chapter 4: Data Analysis and Results
4.1 Prototype Measurement Results
4.2 Interview Measurement Results
4.3 The Modification Model Based on A company Case
Chapter 5: Discussion and Conclusion
5.1 Summary of Empirical Findings
5.2 Managerial Implications
5.3 Limitations and Future Research
Appendix
Interview Question
Reference

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