2011 Diploma Thesis: Organization of Service Systems Using the Design Structure Matrix

This diploma thesis provides a methodology for assessing organizational structures in service operations using the Design Structure Matrix. We also introduce a systematic approach for the design of cells in services. An overview of service characteristics and differences with manufacturing is presented, highlighting sources of variability in service operations. Subsequently, we investigate the factors that play a decisive role in the selection of service organizational structures, and present the different structure types. Lastly, we adapt the Design Structure Matrix methodology in order to assess and design organizational structures in typical service settings. The approach developed reduces system’s complexity considerably and facilitates the design of service cells.

Key words: Design Structure Matrix, Organizational Design, Cellular Manufacturing