Moises Cases Austin Community College Electronics and Advanced Technologies Department

1. SSME at ACC
The Beginning
Moises Cases
Austin Community College
Electronics and Advanced Technologies Department
mcases@austincc.edu
March 5, 2013
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2. The Service Business Landscape
• U. S. workforce demographics
– > 80% in services
– < 15% in manufacturing
– ~ 3% in agriculture
• > 30% of service jobs are in government, healthcare, and education
• Business and professional service jobs are the fastest growth areas in the
U.S.
• Financial service businesses generate the most revenue per employee
(productivity) and spend the most on information technology
• Most knowledge‐based jobs are still not viewed as service jobs and as
such are not engineered and optimized for productivity and cost.
• Limited collaboration among academia, industry and government
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Sources: International Labor Organization and U.S. Bureau of Labor Statistics

3. The Community College Landscape
• Community colleges are in the business of training students mostly for the
service workforce providing enough technical skills to be absorbed by the
needs of the local and regional economy
• Existing programs do not address the fast emerging global and regional
needs of service businesses, specially knowledge‐based services
• Need to make U.S. workforce more competitive in a service‐oriented
economy
– Broader more global based of skills , such as customer relations, organizational
networks, business processes, data analytic, value co‐creation, etc.
• Educational modules are needed to integrate with present programs of
studies to enrich the learning process
• More interdisciplinary programs of studies are needed at community
colleges, specifically targeted to SSMED
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4. Today’s Professionals in U.S.
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Technically Deep Only: I‐shape
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5. 5 3/6/2013
Future Professionals in U.S.
Service Education is Interdisciplinary
Need more T‐shaped people – both deep and broad
Business and Management
Science and Engineering
Economics and Social Sciences
Math and Operations Research
Computer Science & Info. Systems
Industrial and Systems Engineering
Business Anthropology
Organizational Change & Learning
Moises Cases

6. An ACC Proposal ‐ Summary
• Need to develop an integrated and interdisciplinary
program of studies
• Establish a center of studies to develop educational
modules to be integrated with existing certificates
and associate degrees
• Research and develop service science based
certificates and associate degree programs
• Interlock with established societies, corporations and
SIGs related to emerging field including NSF
• Pioneer service science programs for other
universities and colleges in Texas
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7. CSBSS ‐ Initial Steps
1. Develop and introduce small modules on existing programs
– Social/organizational network concepts
– Work/business processes
– Customer relation management
– Organizational networks; team building
– Value co‐creation concepts
– Data/business analytics concepts
2. Interlock with IBM University Relations
– Access to IBM resources and software tools
– Seek university relation grant sponsored by local IBM
– Review educational curriculum in IBM’s AI and SSME websites
3. Interlock with ISSIP society
– Participate in Education and Research SIG
– Seek existing educational resources
– Create a chapter in Texas
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8. CSBSS – Future Steps
1. Obtain grant from NSF
– Curriculum/ program development and
implementation
2. Create a collaborative community for
practitioners and scholars
3. Extend modules and programs to other
departments and groups in ACC
4. Pioneer service business science programs
for other universities and colleges in Texas
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9. NSF Grant Highlight
• Target NSF ATE or TUES programs
• Funding assistance to completely develop educational modules
related to SSMED
• A proposal that connects modeling a region for economic
development, with a model community college education program
in the area of service enterprise engineering scalable to other
regions.
• Teaching service science by modeling a region, the skills and jobs
required to keep the region running, and finding a way to teach
service science in this type of context would be something relevant
to many regions around the world, and consistent with my
understanding of Service Enterprise Engineering ‐ which is a
simulation and operations research orientation.
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10. Thank you!
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11. Backup Slides
• Details on the Center for Service Science
Business Studies (CSSBS) Proposal at Austin
Community College
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12. Center for Service Business Science Study
A Proposal
• An innovative program created to enable ACC students to develop
business management and engineering knowledge related to service
business, to gain practical experience in learning how service businesses
are effectively created and executed, and to improve communications
between public/private service sectors and the people they serve.
• A center dedicated to expanding knowledge and implementation of
academic curriculum, business processes and management techniques
related to service businesses for ACC students and their communities. We
are committed to education, business engagement, informed decision‐
making and understanding across cultures.
• The Center’s mission is to enable and empower ACC students to gain
knowledge and experience of, and to actively participate in the
development of holistic business processes and optimal management
techniques for service businesses of various types including but not
limited to technical, political, financial, healthcare, and government at all
levels, from local to world‐wide entities
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13. CSBSS Objective and Vision
• The Center enables ACC's students to develop a broad range of analytical and decision‐
making skills that they will use to understand issues related to service businesses such
as quality of services, business performance indicators, resource optimization, etc. With
these skills, students can pursue business leadership and professional positions at
public and private organizations or corporations.
• Through non‐biased research, faculty guidance, internships, and ambitious hands‐on
experiences, the Center assists students in achieving the following specific objectives:
– Comprehending the origins and evolutions of service business as a science and a prominent business
sector in U.S. and world‐wide.
– Understanding the evolution and current role of the U.S. in the global service business.
– Recognizing and critically assessing statistical evidence that supports the importance of service
business as a science, the leadership role of U.S. as a service society, as well as differing points of
view.
– Critically assessing and applying existing and emerging research to service business problems.
– Analyzing and developing creative and analytical solutions customized to the service business sector.
– Assuming responsibility as business leader in the service business sector by learning to think
critically, understanding the service business as a science, and participating in best‐of‐breed
practices and processes.
– Developing and accessing critically needed academic curriculum aimed at strategically positioning
U.S. workforce at a competitive edge in a dynamically changing global service business society.
– Identifying and understanding differences and commonalities within diverse cultures as they relate
to global service business.
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