Service functions and service activities are integral part of enterprises. Although technologies have improved for developing service functions, errors persist in service activities. Noted computer scientist Ramamoorthy describes personalization, customization, and humanization of service functions as an effective approach for reducing error in service activities. This paper argues that current personalization approaches does not effectively address the entire spectrum of service functions. The proposed personalization framework can advance current state of personalization through enabling tools as services and services as tools. We discuss the framework utilizing biological research as a service-driven enterprise example. The proposed framework is based on our enterprise process personalization patent.
Available at: http://works.bepress.com/rajani_sadasivam/2/