Improving the process of developing new services using uncertain data

ENThe rapid changes in the services sector encourage companies to improve the processes for developing and delivering new services. An effective new service development process is not possible without planning. Business entities can plan their time, organise activities, and prioritise tasks according to the complexity or the total duration of the process. However, in the context of new service development, the planning aspect is still not sufficiently emphasised. It is noted that the aim is often to identify the factors that could reduce the duration of this process. However, there is a lack of relevant data based on certain expressions of time. The lack of such research limits the improvement of the planning processes for new service development projects. In order to evaluate the possibilities of application of the proposed new service development model for companies providing services, an empirical evaluation was conducted, using methods of expert survey, program evaluation and review, and Monte Carlo simulation. Guidelines for further research were formulated based on the obtained results. Keywords: new service development; NSD; model; new service development model; three-point estimation; Monte Carlo; PERT; uncertainty.