This paper examines value co-creation and social system design from a service engineering perspective. It introduces two modes of service engineering: Service Engineering 1.0 focusing on provider-side support and Service Engineering 2.0 emphasizing customer-side support and co-creation. The paper presents a value co-creation framework developed through the "Architecture for Next-Generation Manufacturing" program at the University of Tokyo, extending the traditional company-customer relationship to a triadic relationship among companies, employees, and customers. The framework features two complementary cycles: a traditional positive cycle linking employee engagement to customer satisfaction and enterprise value, and a new reverse positive cycle strengthening human, organizational, and customer capital through trust-building. Additionally, it introduces social system design methodology for analyzing negative cycles and designing positive cycles in organizational activities, along with "SSD Mentor," an LLM-based tool supporting this methodology. The integration of digital technology with human capital creates sustainable value creation systems in manufacturing, addressing challenges in knowledge transfer and employee engagement in global operations.
Tatsunori Hara (Wed,) studied this question.