TU Delft
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2005/2006 Technology, Policy and Management Master Complex Systems Engineering and Management
Designing Multi-actor Services Systems
ECTS: 10
Module Manager
Name E-mail
Dr. E.A.M. van de Kar    E.A.M.vandeKar@tudelft.nl
Name E-mail
Dr.ir. W. Blok    W.Bockstael-Blok@tudelft.nl
Dr. M. Kars    M.Kars@tudelft.nl
Prof.dr.ir. A. Verbraeck    A.Verbraeck@tudelft.nl
Education Period
Exam Period
Course Language
Expected prior knowledge
Epa1111 policy analysis; epa1411 project management
Course Contents
The Multi-actor Service Systems course focuses on methods and tools for designing and assessing multi-actor service systems (MASS), with a particular focus on ict-based services systems. In this course the student becomes familiar with the specific SEPAM-perspective on designing multi-actor system and MASS in particular. In the course, students are confronted with the characteristics of service system design in both public and private organizations and with the characteristics of service system design and management in distributed, multi-actor settings. Different perspectives on systems design are discussed to provide students with a background for working with designers from different disciplines. Various aspects and principles of designing MASS are discussed from a substantive and a process perspective. A conceptual framework for designing systems is presented that highlights formulating requirements, developing a search space, ex-ante testing of design alternatives and the selection of a systems design as main design activities. Methods and tools for analysis and design of service systems are integrated with principles for the design and management of decision making processes.
Study Goals
On completion of this course the student is familiar with the specific SEPAM perspective on designing large-scale, technology enabled multi-actor systems in multi-actor environments. In particular, the student:
- can use concepts and terminology related to the design of MASS;
- understands systems thinking and the difference between hard and soft systems thinking;
- understands differences between design perspectives used in technical and social disciplines;
- understands the difference and interaction between substantive and decision-making issues in designing MASS;
- knows process design guidelines for designing a decision-making process in a multi-actor environment;
- can formulate requirements for MASS both form a substantive as a process perspective, using various techniques for requirements elicitation.
- can structure requirements and can indicate tension between requirements.
- knows methods and tools to enhance creativity in the design process. The student can apply some of these methods;
- knows methods and tools to enable sharing of knowledge and view points between actors involved in the design process;
- understands the role of models, modelling and tooling in designing MASS;
- can choose, develop and execute ex-ante performance tests on both substance-related and process-related system performance criteria;
- can apply methods and tools that facilitate the selection process in systems design;
- knows the typical characteristics (such as transaction, intangible and information intensive) of services and service systems and service system design;
- can indicate the specific issues in designing service systems in relation to other types of systems (e.g. infrastructures).
Education Method
Lectures, discussion groups, instructions, student lectures
Literature and Study Materials
- Readers of SPM 4110 (material on blackboard) and SPM 4140 (will be distributed in class).
- Bruijn, H. de; E. Ten Heuvelhof, and R. In ít Veld. Process Management. Kluwer Academic (2002).
- Maier, M.W. and Rechtin, E.; The art of Systems architecting, CRC-press (2002)
- Other module materials will be announced through blackboard.
During the lectures exercise assignments will be given. Throughout the course there is one main assignment. At the end of the course an oral exam will be given. The final grade is the average of the grade for the exam and the grade for the assignment. Both have to be at least 5.5. Class participation influences the grade.