Latest revision as of 19:15, 24 November 2016

[edit] Overview: Case Studies for local, independent,transport services

We have looked at two Case studies - one that failed and one that has been a success and compared what went wrong and what went well in each case. We then draw conclusions that can be applied to the provision of other services.

[edit] Case Study 1: Nissan Leaf - Rollout of Electric Cars

[edit] Background

• Okinawa – Japanese holiday island. 5 million visitors a year, half rent a vehicle for average of 3 days
• The EV rental service complements the aim of local organisations to improve the environmental sustainability of tourism on the island.
• University of Tokyo designed the business model and conducted the technical and market research.
• Travel agencies across Japan offer package holidays that include electric vehicle rentals.
• Rental service companies provide 200 Nissan Leafs with a range of 160 km.
• Car hirers either pay to use the 27 fast-charging stations or recharge for free at a slow-charging station, which takes about eight hours for a complete charge.

[edit] Why did it fail?

• Location: Okinawa – Japanese holiday island. 5 million visitors a year, half rent a vehicle for average of 3 days;
• Service composition: Rental Service well established. New technology for vehicle and charging system.
• User Study carried out, but did not cover all Stakeholders
• Information: lack of information for travel agents and users on Performance and Range. Leading to long queues at recharging stations at convenience stores.
• Co-operation: no answers from Nissan about Performance and Range. No incentives for travel agents booking cars. Queues at charging stations caused loss of other business.
• Feed-back: Issues found by early users led to customers renting standard cars.
• Rentals of electric cars poor and resale values dropped.
• Installation of more charging stations halted.

[edit] Case Study 2: TfL Cycle Hire Scheme: Boris Bikes

[edit] Background

• London Cycle Hire, prime contractor SERCO, went live in 2010.
• Provides over 6,000 bicycles used in central London supporting over 50,000 journeys a day.
• Hiring charges are £2-00 per day, to travel any number of journeys of 30 minutes or less: additional £2-00 fee for each further period of up to 30 minutes.
• Over 400 Racks with over 10,000 docking stations where bicycles are stored, hired and returned.
• Payment automated through use of credit cards
• Congestion Charges leading to reduced motor traffic. Increasing use and congestion of rail, tube and bus services

[edit] Why did it succeed?

• Service composition: Service Architecture and Components were relatively simple and well tested
• User Study: Extensive study of potential use and users, commuters and locals.
• Information: Real-time provision of on-line information to the Service Users on mobile phones. Linked into TlC route planner App.
• Co-operation: Service Provider and Service Customer worked together to determine the level of specification of the Service and extensive specification of Service User related aspects
• Feed-back: Initial adopters found service worked and encouraged further users

[edit] Conclusions

• The Systems Approach is needed for the development and delivery of Services.
• Applied through-life, over time, end-to-end. The support system needs support.
• Broad, coherent solutions are needed incorporating the Technical Solution, the Financial Solution and the Commercial Solution

[edit] References

• INCOSE UK Service Systems Engineering Working Group. http://incoseonline.org.uk/Groups/Service_Systems_Engineering/

• Understanding Services: Understanding Stakeholders. S J Ashlin, I Cardow, A L Crawford, J K Davies, A Farncombe Paper presented at the 2016 INCOSE International Symposium

• London Cycle Hire Scheme Agreement https://cclondon.tfl.gov.uk/corporate/publications-and-reports/cycle-hire-contracts Accessed 7th June 2016.

• Weiller C. and Neely A. Cambridge Services Alliance. Electric Vehicle Rental Services: Project in Okinawa, Japan. http://cambridgeservicealliance.eng.cam.ac.uk/news/Okinawa Report Accessed 7th June 2016

[edit] Join the INCOSE UK Working Group

• via the INCOSE UK Web-site [[1]]