Issip intro 20121022 v11
Upcoming SlideShare
Loading in...5
×
 

Issip intro 20121022 v11

on

  • 2,221 views

International Society of Service Innovation Professionals

International Society of Service Innovation Professionals

Statistics

Views

Total Views
2,221
Views on SlideShare
2,197
Embed Views
24

Actions

Likes
2
Downloads
45
Comments
0

3 Embeds 24

http://www.issip.org 22
http://www.linkedin.com 1
https://www.linkedin.com 1

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment
  • ISSIP http://www.issip.org International Society of Service Innovation Professionals A new democratically run, non-profit professional association with unique mission, objectives, and operating model. Designed to add value to existing professional associations and organization with a focus on service, service innovation, service systems and platforms, service science and arts, etc. We want to be an umbrella professional association for the 21 st century… .with a 21 st century operating model and service system design. This is an aspiration and will take hard work to achieve.
  • Yes, it is all connected, and it matters that it is all connected.
  • Yes, it is all connected, and it matters that it is all connected. More than two dozen professional associations and organizations ready to help…. For example, IIE 14,000 members, 75 countries Focus on productivity and quality of all industrial systems, not just manufacturing http://www.youtube.com/watch?v=sfm6GPxn9gI
  • Is ISSIP just one more association trying to make sense of a complex service system? [Where blindfolded men are the many associations with their unique perspectives] Or is ISSIP the last straw that will break the camels back? [Where you are the camel trying to contribute to so many different service-related professional associations] Or is it something new and different, that can help all the others work together better? Elephant and Blindfolded Men Image http://2.bp.blogspot.com/-0pygl09exoY/UFj7qQb0dLI/AAAAAAAAAE8/f0dtapN_wU0/s1600/blindmenandelephant.jpg Straw that Broke the Camel Back Image http://i1.cpcache.com/product/123395034/the_straw_tile_coaster.jpg?height=225&width=225
  • To introduce, ISSIP we will first have to understand the growth of service, which explains why so many disciplines and professional associations, have greatly increased their focus on service, service systems, and service platforms in the last ten years…. The International Society of Service Innovation Professionals (ISSIP.org) is a democratically-run non-profit organization . Individual and institutional members work to promote service innovations for business and society and to recognize and expand opportunities for service innovators.Within the last decade service innovation has become a focus of businesses and nations seeking ways to improve productivity, quality, compliance, sustainability, and other KPIs (Key Performance Indicators) of value co-creation between customers, providers, and other stakeholders.As a result, many existing professional associations have added service-science-related special interest groups or conference focus areas (e.g., INFORMS, AMA, AIS, ACM, IEEE, IIE, HFES, INCOSE, EPIC). ISSIP bridges these associations and supports their conferences and publications, linking members from academia, industry, government, and social sectors. Nearly two dozen professional associations with conferences and publications related to service, service innovation, service systems, etc. – but each from a different disciplinary or industry sector perspective.
  • ISSIP embraces value co-creation logic (also known as service-dominant logic) as the foundational logic of service science and arts, and the basis of service innovations.
  • Our mission is to “promote service innovations for our interconnected world.” Today’s global environment depends on service system performance and outcomes. For example, in the United States the service segment of GDP is estimated at almost 80%. Yet the domain of service is typically a secondary focus at best for most organizations and nations. ISSIP exists to address this imbalance. Service is the application of knowledge and resources for the benefit of others, and sustainable service innovations co-elevate the capabilities of providers, customers, and all stakeholders. Service innovations become sustainable when they improve shared technology capabilities, people’s skills, organizational governance, and inform shared goals, such as improving quality-of-life of individuals and effectiveness of institutions as platforms for working together to co-create value.
  • All of our careers have many complex possible arrangements, pathways that lead to different possibilities, and ISSIP can help service innovators sort through the possibilities and find our what might be right for them, in part by listening to the stories of others. Our objectives are to “recognize service innovators who make significant contributions and expand opportunities across five areas, including…” 1. Professional Development (e.g., career paths) 2. Education (e.g., diverse life-long learning) 3. Research (e.g., open data sets and analytics) 4. Practice (e.g., technical standards and tools) 5. Policymaking (e.g., innovativeness, security, sustainability, resiliency of service systems.) Let’s work together to define what “the new and improved service systems of tomorrow” should be. Please go to the website and sign up now to collaborate with service innovators from other professional associations, disciplines, industry sectors, societal sectors, cultures, and nations. http://www.issip.org Image URL: http://www.blogiversity.org/blogs/frankthetank/archive/2009/07/17/12-sided-rubix-cube-like-puzzle.aspx
  • Nominate Ambassadors: We are seeking ambassadors to all professional associations with special interest groups or conferences that focus on service, service innovation, service systems, and service science, management, engineering, design, arts, and policymaking areas:AMA - MarketingINFORMS - Operations ResearchPOMS - Production OperationsAIS - Information SystemsACM - Computer ScienceIEEE - Electrical EngineeringIIE - Industrial EngineeringHFES - Human Factors/ErgonomicsIAMOT - Management of TechnologyINCOSE - Systems EngiineeringAnd more… ISSIP exists to connect these diverse professional associations and support their conferences and publications, linking members from academia, industry, government, and the social sector.
  • SIG proposal template under construction, but includes finding related SIGs in existing professional associations Nominate SIG and Chapter leaders Special Interest Groups Education & Research Big Data & Analytics Cyber Security Innovation Methods & Tools Globalization Urban Service Systems And more… Chapters Germany Japan China And more… One Outcome of SIGs and Chapters - Books: Shorter: Business Expert (Demirkan & Spohrer, Editors) Longer: Springer (Hefley & Murphy, Editors) Nations: Springer (Kwan & Spohrer, Editors) Governance: ISSIP By-Laws: http://www.issip.org/about/bylaws/
  • SIG proposal template under construction, but includes finding related SIGs in existing professional associations Nominate SIG and Chapter leaders Special Interest Groups Education & Research Big Data & Analytics Cyber Security Innovation Methods & Tools Globalization Urban Service Systems And more… Chapters Germany Japan China And more… One Outcome of SIGs and Chapters - Books: Shorter: Business Expert (Demirkan & Spohrer, Editors) Longer: Springer (Hefley & Murphy, Editors) Nations: Springer (Kwan & Spohrer, Editors) Governance: ISSIP By-Laws: http://www.issip.org/about/bylaws/
  • Nominate SIG and Chapter leaders Special Interest Groups Education & Research Big Data & Analytics Cyber Security Innovation Methods & Tools Globalization Urban Service Systems And more… Chapters Germany Japan China And more… One Outcome of SIGs and Chapters - Books: Shorter: Business Expert (Demirkan & Spohrer, Editors) Longer: Springer (Hefley & Murphy, Editors) Nations: Springer (Kwan & Spohrer, Editors) Governance: ISSIP By-Laws: http://www.issip.org/about/bylaws/
  • Service Innovators are T-shaped professionals ready for teamwork. They have both depth and breadth, and are multi-dimensional. They have understanding and communication capabilities across many cultures, disciplines, and systems
  • Measuring how T-shaped you are is a challenge, and ISSIP SIG on Education & Research is looking at this measurement problem. Our objectives are to “recognize service innovators who make significant contributions and expand opportunities across five areas, including…” 1. Professional Development (e.g., career paths) 2. Education (e.g., diverse life-long learning) 3. Research (e.g., open data sets and analytics) 4. Practice (e.g., technical standards and tools) 5. Policymaking (e.g., innovativeness, security, sustainability, resiliency of service systems.)
  • After you register, if you would like to create a short 2-3 minute YouTube to share your service innovation story (about your career, interests, aspirations, etc.) please send the YouTube URL to info@issip.org to be considered for posting to the website.
  • Getting started is easy… You can just register at http://www.issip.org Nominate yourself or others to be ambassadors…. Join or propose a SIG or chapter weekly calls and objectives (conference sessions, publications, etc.) Share a story – help ISSIP make you a celebrity in the global service innovation community!
  • Let us know if, you are one of the first thousand professional members who post a great short (2-3 minute) video to youtube, zoomforth, etc. You get a lifetime (sponsoring) member ($2400 value)… if you are on of the first 1000 professional members to post a short (2-3 minute) great video that we can link to from the ISSIP website!!! For details contact info@issip.com Subject: “Lifetime membership offer” The video should be short – 2-3 minutes. The video should be great – good lighting and sound, and your career story! Career stories should have three elements (a) your career story, including statement of major (b) how you became interested in service and service innovation (c) advise to next generation students, including importance of being T-shaped
  • Start focused – do not put too much on your plate at once...
  • Awareness: Discussions with usual suspects  Roadmap: We are guided by the need for T-shaped graduates – so the disciplines-sectors-regions framework works well..
  • Basically, we want to start by prioritizing three ideas, then surveys, then conference sessions and publications. Of course, this could change because we are still in early stages.
  • Start focused – do not put too much on your plate at once...
  • Awareness: Discussions with several partners in academia and with decision makers at IBM clients and KIT industry partners. However, don’t want to disclose names yet. Roadmap: We generated an overview of Service Innovation Labs and research teams in Germany and will start to contact them soon, i.e. as soon as ISSIP is launched officially.
  • Basically, I want to start with three initiativs: 1) SIG: SiNLAB Club of Service Innovation Professionals This is an expert circle meeting twice a year to discuss issues from the area of Service Innovation Methodology This club is organized by Marc and I and could be included in a corresponding global SIG on Service Innovation Methods. The next meeting of the club is planned for late February/Early March 2013 in Karlsruhe 2) Target conferences: Some conferences listed (e.g. KSRI Summer School 2013, KSRI Service Summit 2014, WI2013, etc.). Next step is to reach out to the organizers and discuss how to present ISSIP at the conference (information both, speeches, award). 3) Communication Material to share with interested parties: Standard presentation Email templates FAQ and “How to…” information , e.g. “how to become a member?”, “What’s in it for me?” “ Web” and “Social Media” should probably be created and maintained globally
  • No wheels on suitcases… in 1988… When thinking about change…. It is useful to think in terms of two generations… What was the world like in 1988 What will the world be like in 2030 MIT Tuition fees 1988 ~10K by 2012 ~40K by 2030 ~100K http://en.wikipedia.org/wiki/College_tuition_in_the_United_States Photo recent college graduate: http://www.prlog.org/11878039-the-secrets-to-hiring-recent-college-graduates-edition.html Photo baby: http://images2.baby-connect.com/images/baby2.gif
  • By 2030, transportation will be driverless cars… taxi without the taxi cab driver… Google may be in the auto insurance business by then… In the future, robots will drive most of the cars – faster, safer, and more economically than people can. Of course, the future is already here, it is just not well distributed. The state of Nevada was the first state to allow self-driving vehicles to legally drive on their roads, as of June 22, 2011. http://www.forbes.com/sites/alexknapp/2011/06/22/nevada-passes-law-authorizing-driverless-cars/ Headline: Robot Car Helps Blind Man Get a Taco March 29th, 2012 http://www.robotshop.com/blog/robot-car-helps-blind-man-get-a-taco-1564 Self-Driving Car Test – Steve Mahan
  • By 2030, water will be recycled at the city level… Singapore is a leader in this already.. Every city will have a material flow analysis being done in realtime and adjusting accordingly.. See the circular economy… http://www.youtube.com/watch?v=zCRKvDyyHmI Photo of tap water: http://aquatecuk.wordpress.com/2011/09/27/how-safe-%E2%80%98really%E2%80%99-is-our-tap-water-for-drinking/ Story http://www.usatoday.com/money/industries/environment/2011-03-03-1Apurewater03_CV_N.htm
  • By 2030 Manufacturing is reborn as a local recycling service, thanks to urban material flow analysis, cheap manufacturing robots, cheap 3D printers, and the ability to make clothes, cars, furniture, etc. all locally all cheaply… Meet Baxter! When will Baxter be able to put Baxter together from parts? http://www.youtube.com/watch?v=rjPFqkFyrOY When will the parts be largely made from 3D printers? When will Baxter be able to put together the parts to make a 3D printer. You get the idea… 3D printed clothing, dresses, shirts, pants, hats, shoes, etc. http://www.dezeen.com/2010/08/11/crystallization-by-iris-van-herpen-daniel-wright-and-mgx-by-materialise/ Imagine cars and other products, being part of local physical supply chains. Manufacturing as a local recycling and assembly service Headline: TEDx Boston, Ryan Chin Urban Mobility (July 28, 2009) http://tedxboston.org/speaker/chin Circular Economy: http://www.youtube.com/watch?v=zCRKvDyyHmI Circular Economy for China 10x productivity gains http://www.indigodev.com/Circular1.html
  • One possible energy source is water to hydrogen and oxygen (via sun) and then back to water. Photos and stories: http://web.mit.edu/newsoffice/2011/artificial-leaf-0930.html http://www.rediff.com/business/slide-show/slide-show-1-how-an-artificial-leaf-can-solve-power-crisis/20110329.htm
  • By 2030, Information Technology, and what is available in the Cloud and in your Smart Phone will be your “cognitive bulldozer” … Hold your 2030 Smart Phone over the “quaint textbooks of years gone by, such as a high school calculus texbook or graduate level quantum electrodynamics textbooks with problems” and your smart phone will not only solve the problem, but calculate the best way of explaining to you what the problem was about and how it was solved. Of course, but then your Smart Phone will be a throw-away context lens if you want it to be so… 2030 ICT or Information Communication Technology will be really smart phones… http://www.forbes.com/sites/greatspeculations/2012/09/07/ibms-watson-on-smartphones-will-lead-to-business-analytics-unchained/ IBM does continue to innovate in computing, technology but to build a Smarter Planet – what matters is both the computers and how those computers are used to create value for others. To demonstrate the new of age of Smarter Computing on a Smarter Planet IBM developed a demonstration project of using a the Watson Deep Question-Answering Technology to score higher than the world’s best Jeopardy! players in an exhibition match on television game show Jeopardy! Imagine by 2030 the majority of people on the planet will have a smart phone that is like a cognitive bulldozer, smarter than watson in their pocket. For example, I have given teams of 3 students big data problems that took 3 students 3 months to analyze and report back to me on, that my smart phone will do for me in less than three minutes by 2030. Probably …. What will it mean when nearly everyone has access to smarter computing – this is one thing IBM is investigating the future of information technology on a Smarter Planet. Today just one of IBM Power 7 chips has more transistors that all the transistors in the world when I was born… “ Each core is capable of four-way simultaneous multithreading (SMT). The POWER7 has approximately 1.2 billion transistors and is 567 mm2 large fabricated on a 45 nm process.” And runs at between 3-4 Ghz. Puresystems are optimized personal clouds with self service application deployment – a range of businesses from day trading systems to small retail businesses…
  • By 2030 Universities will be home to some of the largest High Performance Computing systems in the world… … Everything will be getting Smarter Faster, because of the role of universities in society… Your smart phone to you, will be what HPC & Cloud is the university… For example, what most people don’t know is that IBM worked closely with 8 universities in order to develop Watson…. In the future, universities will have the biggest and best supercomputers to help innovate for their city, and in global grand challenge competitions, similar to univeristy sports teams of today… but with Data Science as a Sport (see Kaggle.com), etc. Universities will also have engineering grand challenge competitions to rebuild societal infrastructure rapidly… http://service-science.info/archives/2189
  • By 2030, it will be possible to build and recycle whole buildings in a matter of days… And the buildings will be stronger, safer, and healthier, each time they are bebuilt… In the future, robots will build and recycle whole buildings in a matter of hours. Already at Dongting lake in the Hunan Province in China, the Broad group has used prefab architecture to construct a 30 story building in 15 days (360 hours). When robots are used for construction and recycling, it will be even faster and more cost efficient. The building was stronger, safer, and more energy efficient than previous Broad group hotels. We often think of resiliency as the ability to recover very quickly, after a natural disaster or other external shock to a system. In the future resiliency will be more about rebuilding and recycling quickly to take advantage of newer and better materials, and ways of doing things. The external shocks to the system will more often than not be new innovations, not natural disasters… Headline: 30 stories in 15 days (story on Jan 10 th 2012 – built on Dec 31 2011) http://www.huffingtonpost.com/2012/01/10/30-story-hotel-constructed-in-15-days_n_1197991.html
  • By 2030, Retail and Hospitality, Media and Entertainment, Sports and Cultural Events will all be social businesses.. Leading Through Connections http://www.ibm.com/ceostudy2012 Infographic http://simpliflying.com/2011/infographic-the-future-of-loyalty-program-will-be-powered-by-social-media/
  • By 2030 Banking & Finance will be transformed by crowd-funding of projects… Infographic http://www.appsblogger.com/kickstarter-infographic/ http://www.appsblogger.com/wp-content/uploads/2012/06/Kickstarter-Infographic-thumbnail.jpg Science to Deployment http://www.energy.ca.gov/research/buildings/demonstrations.html
  • By 2030, surgeons will supervise robot surgeons, and no waiting for a kidney or organ transplants, because 3D printing will make replacement body parts part of health insurance plans… Photo of Da Vinci Surgical Systems http://en.wikipedia.org/wiki/Da_Vinci_Surgical_System http://www.davincisurgery.com/davinci-surgery/davinci-surgical-system/http://www.rapidtoday.com/future.html 3D Printed Organs http://www.rapidtoday.com/images/bioprinted%20heart.jpg http://www.makerbot.com/blog/2011/03/08/3d-printing-an-organ-live-onstage-at-ted/
  • By 2030, Education/Research blend into life long learning, integrated into our environments. The 6 R’s of Learning most highly value – R = Reflection asking Good Questions http://service-science.info/archives/2096 There are many visions of the future – and many show innovations that improve quality of life… by improving the way we interact to co-create value with others… http://www.youtube.com/watch?v=6Cf7IL_eZ38 http://www.youtube.com/watch?v=jZkHpNnXLB0
  • By 2030, Smarter Cities will all have Intelligent Operations Centers, as a platform for service innovations Images courtesy of: Jean Paul Jacob Photo: http://blog.ted.com/2012/02/29/four-commandments-for-cities-of-the-future-eduardo-paes-at-ted2012/
  • By 2030, government evolves as a service platform that allows nations to compete in a productive manner… A manner that balances winner-take-all and improve-weakest-link policies. Before we talk about the future of technology…. We should remember rules matter a lot too…. How we design systems matters….. Both how we design the technology & the rules (or institutions we live in) matters a lot… It matters for four key measures of systems – innovativeness, equity, sustainability, and resiliency… Societal performance on these four measures depends on technology (infrastructure), rules (institutions), skills (individuals), and what we value interms of quality of life (information)… Why are these people smiling? Every year NFL (National Football League) teams select the best new college players who indicate they are eligible for the NFL Draft…. Stanford’s quarterback Andrew Luck is one the best from 2011 What’s interesting is the Indianapolis Colts, the team he will play for the next decade, is one of the worst Source: http://www.rgj.com/viewart/20120426/SPORTS/304260061/NFL-draft-Colts-take-Stanford-QB-Andrew-Luck-open-draft http://en.wikipedia.org/wiki/National_Football_League_Draft
  • By 2030, government as a platform, enables more emphasis on equity (or competitive parity)… http://online.wsj.com/article/SB10000872396390444734804578062802698020758.html Where All NFL Teams Are Created Equal After six weeks of the NFL season, there's been one topic dominating the conversation: No team is dominating. The NFL has spent the last two decades touting its parity—the idea that any team can win on any given Sunday (or Monday or Thursday). But this year, parity has truly run wild. Since the NFL moved to its current division format in 2002, no division has ever had all its teams tied this late in the season—until this year. The four AFC East teams all have 3-3 records. Only two teams in the AFC, the Baltimore Ravens and Houston Texans, have winning records. Making one stadium home for both the New York Giants and the New York Jets requires an intricate changeover - from endzone logos, lighting, tee-shirts, banners, artwork - sometimes in just 12 hours. See the tricks used, including how the crew shuffles those 2,000-pound endzone trays. With 'Off Duty' Host Wendy Bounds. But here's the wackiest thing: Through six weeks, 11 of the NFL's 32 teams are 3-3. The Journal asked the statistical gurus of Massey-Peabody Analytics to run a coin-flip simulation, in which they simulated the first six weeks of the NFL season 10,000 times, assuming all teams were exactly the same, but factoring in a slight home-field advantage edge. (Home teams won 57.8% of the time from 1978-2011.) So what would the result be if every NFL team were exactly the same? Odds dictate there would be 10.1 teams with a 3-3 record. In other words, this year's current standings (with 11 3-3 teams) have more parity than a hypothetical league in which every team was of equal strength. "We've had parity before but now what you are seeing is it's squeezing toward the middle more and more," said Houston Texans owner Bob McNair. — Kevin Clark, Michael Salfino
  • By 2030, the pathway will be clear… By 2075, connected service systems will operate harmoniously… if we make connected service systems a priority… Please join ISSIP, and help us promote service innovations for our interconnected world. http://www.issip.org Image courtesy of my colleague Jean Paul Jacob, at Berkeley So again, wherever I go leaders and citizens want to make sure their region is getting smarter…. Increasing their capacities for knowledge creation and knowledge application to create value for themselves and future generations, more competitively and more sustainably…
  • Nominate Officers, Advisors, Board Members(Member self-nomination is allowed) Officers & Staff President, Ammar Rayes (president@issip.org)Vice President, Charlie Bess (vicepresident@issip.org)Acting Sec/Treasurer, Jim Spohrer (secretary@issip.org)Executive Director: To Be Announced Advisors Robin Williams (IEEE and ACM Fellow)Sunil Kripalani and Carlos Pignataro (Cisco)Haluk Demirkan (ASU)Bill Hefley (UPitt)Stephen K Kwan (SJSU)Wendy Murphy (IBM) Board of Directors im Spohrer (IBM)Ana Pinczuk (Cisco) Charlie Bess (HP)Lou Freund (SJSU)Ralph Badinelli (Virginia Tech) Become a member and contact us today: http://www.issip.orginfo@issip.org
  • Web site / online presence (including a Wiki) Database of members / DBMS Calendar (of events, shared with members) Document Repository Online Meetings / WebEx-like. Email Strategy -- will there be emails from @issip.org domains? Only for staff and leadership? or also for members? Database for website
  • Most textbooks and conventional thinking throughout industry and academia adhere to the IHIP definition of service. IHIP = Intangible, Heterogeneous, Instantaneous, Perishable Research over the last 10 years has proven this basis for defining service to be invalid. INTANGIBILITY – Intangibility does not distinguish products from service. products have intangible features services usually involve some material resources.
  • HETEROGENEITY – Heterogeneity does not distinguish products from services Mass customization is common in product manufacturing Some services are very standardized.
  • INSTANTANEOUS – aka SIMULTANEITY. The consumption of a service outputs simultaneously with the provision of the service is not a distinguishing feature of service. Some products are consumed immediately after they are acquired. Some service outputs are consumed years after they are acquired.
  • PERISHABILITY – Perishability does not distinguish products from services All products have an expiration date. Some service outputs last a lifetime.
  • The only distinguishing feature of service is co-creation of value.
  • Why do the science, engineering, management and operation of service require T-Shaped professional? Answer: Co-creative processes are more complicated and complex than manufacturing processes.
  • Some articles from the most recent volume of the journal, Service Science
  • Web site / online presence (including a Wiki) Database of members / DBMS Calendar (of events, shared with members) Document Repository Online Meetings / WebEx-like. Email Strategy -- will there be emails from @issip.org domains? Only for staff and leadership? or also for members? Database for website

Issip intro 20121022 v11 Issip intro 20121022 v11 Presentation Transcript

  • ISSIP: The International Society of Service Innovation Professionals http://www.issip.org
  • Connected Service Systems:In need of service innovations
  • Professional associations ready to help do their part! http://service-science.info/archives/19821. AMA SERVSIG 9. Service Design Network2. INFORMS Service 10. AISNET SIG Service Science Section 11. IEEE SOSE3. TSIA 12. ISSS Natural and Service4. POMS Systems5. AHFE HSSE 13. INCOSE SeBOK6. ITSMFI 14. IIE for Manufacturing and7. ACM SoC Service Systems8. SRII 15. IAMOT9. PICMET 16. For more check URL -> View slide
  • Does the world need one more “helper”?Is ISSIP one more blindfolded man, Is ISSIP the last straw; the onestudying a complex service system? that broke the camel’s back? “That’s the one.” No, ISSIP is something new and different, with a lighter touch… that can help professionals work together better View slide
  • ISSIP (pronounced I-Zip) http://service-science.info/archives/19821. Growth in service2. Bridge many existing professional associations BREADTH • ISSIP supports their conferences DEPTH • ISSIP contributes to their publications3. Interconnected nature of value co-creation in modern T-shaped professionals service systems with depth & breadth (tech, biz, social, etc.)
  • DefinitionsService is the application of knowledge and resources for the benefit of others (A) Agriculture: Value from (value co-creation logic). harvesting nature (M) Manufacturing:Service innovators are often Value from “T-shaped” professionals with making products depth & breadth of knowledge, and (S) Service: Value from the ability T-shaped professionals in smarter systems that co-create benefits with customers to span boundaries and rapidly and sustainably improve quality of life. synthesize diverse perspectives.Modern service systems and platforms scale-up new service offerings (% of Jobs in USA) globally rapidly (innovation). Value Co-Creation Logic: : Re-thinking Provider-Customer Interactions From: Agriculture, Manufacturing, Service To: Physical, Cognitive, Social Work/Risk/Info Sharing
  • Our MissionPromote serviceinnovations for ourinterconnectedworld.Link service innovatorsthrough their storiesBridge & celebrate diverseexisting professional associations.
  • Our Objectives1. Professional Development2. Education3. Research4. Practice5. Policy Many possible configurations of service innovations in our interconnected world
  • AmbassadorsAmbassadors link ISSIP to other professionalassociations and organizations, can be selfnominated and are approved by the Board.Ambassadors propose linkage activities, such asstudent best paper awards to recognize nextgeneration service innovators.Ambassadors should provide short videos abouttheir careers and interests to link with andencourage those with related backgrounds.
  • SIGSSpecial Interest Groups (SIGS) are proposed bymembers and approved by the Board ofDirectors.Topics must relate to service, and includeEducation & Research, Big Data & Analytics,Globalization, Innovation Tools & Methods, etc.SIG Leaders run weekly calls, set objectives(e.g., conference sessions, publications, etc.)
  • ChaptersGeographic chapters are proposed by membersand approved by the Board of Directors.Chapters for Germany, Japan, UK, Italy, Jordan,Australia, etc. are planned.Chapter Leaders run weekly calls, electambassadors to cover discipline areas andindustry sectors, set objectives (e.g., conferencesessions, publications, etc.)
  • Coverage1. Disciplines2. Sectors3. RegionsExamples: Jim <CS, Education, USA> Lou <HFS, Health, USA>
  • T-shaped ProfessionalsDepth & Breadth Many disciplines Many sectors Teamwork ready Many regions Trusted advisors (broad understanding & communications skills ) Professional Development Discipline: Deep at least one Region: Deep in at least one Sector: Deep in at least oneSpan 3 career dimensions Discipline (Education/Research) Sector (Practice/Research) Region (Policy/Culture/Levels)
  • How T-shaped Are You?1. Where are you IIE m em bership 1 deepest? Practice in Specialized Field Local/Ntl IIE - presentations 0.8 Developing New Know ledge Local/Ntl IIE - Officer 0.6 0.42. Where can you High School Efforts Local/Ntl IIE - Attend 0.2 improve your CC college efforts 0 Publish in IE Mag breadth? IIE Web Discussion groups Other Prof Orgs Ethical practice Sponsor Student Projects3. ISSIP analytics for Maintain Currency in Field Mentor students professional Job Supported/Related You Add development
  • Sharing Stories
  • Getting started….1. Register at issip.org • Skim ByLaws • Send ideas to info@issip.org2. Are You An Ambassador? • <Discipline, Sector, Region> • Ideas for Student Best Paper Award?3. Join or propose… • SIGS • Chapters4. Share your story
  • DRAFT: Membership Subject To Change1. Student Members – FREE! Full-time students, details on website1. Professional Members “Special Offer” If you pay dues to affiliated professional First thousand Professional association ($24/year… waived 1st year) Members - your fees may be If you do not belong to affiliated professional waived forever, if you create association ($48/year… waived 1st year) an accepted short video, Lifetime (Sponsoring) Member ($2400) that we can link to from the ISSIP website!!2. Corporate/Institutional Members Get further details by Contact ISSIP Officers or Board emailing info@issip.org Or email info@issip.org Include your (Slide #12): <discipline, sector, region>
  • Starting a SIG1. Interlock with the Global ISSIP team2. Find supporters and followers3. Capture ideas for implementing your SIG4. Write a brief whitepaper on how you envision your SIG will work5. Derive a set of initial objectives (research, conferences, awards, publications, etc.)6. Define a simple governance structure “Aim high, start focused !”
  • SIG Education & Research“My first weeks with ISSIP SIG E&R…” Jim Spohrer ISSIP USA • Sent emails to the usual suspects IBM UP1. Interlock • Agreed on regular calls (early and late Wednesdays) • Quick Win: Colleagues from IBM University Programs (IBM UP) and several universities were happy to help • Awareness: Initial discussions with a focus on what we2. Followers were already doing in this area • Roadmap: Generated a spreadsheet of disciplines, sectors, and regions of people to contact/survey Three main ideas:3. Ideas Teaching Service Science, Education Transformation as a Service System, and Research For Service Education
  • SIG Education & Research“My first weeks with ISSIP SIG E&R…” Jim Spohrer ISSIP USA The life of a start-up: Constantly trying IBM UP4. Whitepaper to keep whitepaper and reality in synch • Survey: Survey Monkey of existing service science related courses5. Objectives • Initial target conferences included T-shaped Summit MSU-2013, and AIS-2013 Chicago, HSSE-2014 Krakow • Communication material to share on ISSIP SIG Wiki Weekly calls (morning call, co-lead Ralph Badinelli; afternoon6. Governance call, co-lead Haluk Demirkan); ISSIP Board has approved us working on this, and we will report quarterly progress.
  • Starting a Chapter1. Interlock with the Global ISSIP team2. Find local supporters and followers3. Capture ideas for implementing your chapter4. Write a brief whitepaper on how you envision your chapter to work5. Derive a set of initial objectives (conferences, awards, SIGs, etc.)6. Define a simple governance structure “Aim high, start focused !”
  • Germany Chapter (I)“My first weeks with ISSIP…” Niels Feldmann ISSIP Germany • Visited to Bay Area: Meeting parts of the IBM GBS, KSRI1. Interlock ISSIP global team • Agreed on regular calls • Quick Win: Colleagues at Karlsruhe Service Research Institute (KSRI) • Awareness: Initial discussions with personal network,2. Followers clients, etc. • Roadmap: Generated overview on organizations to contact – initially in own domain of service innovation Lots of ideas but one core principal:3. Ideas Leverage some of your own – already existing or planned - initiatives (Quick Wins)
  • Germany Chapter (II)“My first weeks with ISSIP…” Niels Feldmann ISSIP Germany The life of a start-up: Constantly trying IBM GBS, KSRI4. Whitepaper to keep whitepaper and reality in synch • Local SIG on Service Innovation: The SiNLAB* Club of Service Innovation Experts (first event scheduled for February 2013)5. Objectives • Initial target conferences and summer schools identified, planning how to represent ISSIP at these conferences • Communication material to share with interested parties Currently meetings with the own local supporters6. Governance As of November: Weekly meetings / calls with chapter team*The SiNLAB is the Service Innovation Lab at the Karlsruhe Service Research Institute (KSRI)
  • Future of Sectors Digital Immigrant Digital Native Born: 1988 Born: 2012Graduated College: 2011 Enters College: 2030
  • TransportationSteve Mahan:Test “Driver”
  • Water
  • Manufacturing as Local Recycling Service Ryan Chin:Urban Mobility
  • Energy
  • Information Technology
  • HPC & Clouds at Universities http://w3.ibm.com/news/w3news/top_stories/2011/02/chq_watson_wrapup.html30
  • Buildings & Construction China Broad Group:30 Stories in 15 Days
  • Retail & Hospitality
  • Finance & Investing
  • Health & Medicine
  • Education/Research blend Into Life Long Learning
  • Cities Four commandments forIntelligent Operations Center cities of the future: Eduardo Paes at TED2012
  • Government as a Service Platform1. Innovativeness2. Equity (Competitive Parity)3. Sustainability4. Resilience
  • Competitive Parity• The NFL has spent the last two Value Co-Creation decades touting its parity—the idea Logic that any team can win on any given Sunday (or Monday or Thursday). But this year, parity has truly run wild. Makes Games Exciting• … heres the wackiest thing: Through six weeks, 11 of the NFLs 32 teams are 3-3. The Journal asked the statistical gurus of Accelerates Massey-Peabody Analytics to run Distributed a coin-flip simulation… Learning
  • Connected Service Systems 2012
  • Contact us….Officers BoardAmmar Rayes (Cisco) President@issip.org Jim Spohrer (IBM) info@issip.orgCharlie Bess (HP) Vicepresident@issip.org Ana Pinczuk (Cisco)Jim Spohrer (IBM) Secretary@issip.org Charlie Bess (HP)Executive Director (TBD) Lou Freund (SJSU) Ralph Badinelli (Virginia Tech)AdvisorsRobin Williams (IEEE and ACM Fellow)Sunil Kripalani and Carlos Pignataro (Cisco)Haluk Demirkan (ASU)Bill Hefley (UPitt)Stephen K Kwan (SJSU)Wendy Murphy (IBM)
  • FAQ1. What does it cost to join ISSIP? Free for individuals (Slide 17: Membership details), and institutions can contact an ISSIP Officer, Board Member, or email info@issip.org.2. Why should I join ISSIP? If you are interested in service, service innovation, service systems and platforms, service science and arts, etc. and belong to an existing professional association with a focus or SIG on service, chances are you have stories that will help the next generation of service innovators, and would qualify as an ISSIP Ambassador to be eligible for sponsorship of your existing conferences, and attract additional submissions to your publications. If you are a student, ISSIP membership can help you build your network and professional reputation. So our view is don’t wait, but instead become a catalyst for change today.3. Does ISSIP compete with SRII or any other organizations? We are not trying to compete with other communities, but ensure support of a “service logic” perspective, promoting innovation regardless of the discipline, sector, or region. By design our goal is to create a global network of service innovators who add value to all others. We do not have our own conference or publication, but support and contribute to those of other organizations. ISSIP has a unique mission, objective, and operating model. Our design goal for ISSIP (as a service system and platform) is a small weekly investment of time, and a big payoff in professional development is our design goal for ISSIP.
  • FAQ4. How do I become an ISSIP Ambassador to an existing professional association? Register, and then nominate yourself by sending email to info@issip.org, you then can propose that ISSIP sponsor a conference with a student best paper award for service innovation5. So I registered, now what? Soon you will be able to easily explore existing SIGs and Chapters at the website, and propose new ones. SIGs and Chapters require about 30 minutes a week commitment, and lead to conference sessions, publications, etc. If you send email to info@issip.org we can see if you qualify to become an Ambassador, and then we can work to help you propose activities, like sponsorship (student best paper awards) for the service innovation related conferences you attend or run, and value add benefits for the professional associations you belong to. We can also work with you on sharing a video about your career and interests, or if you are a student about your interests and aspirations.6. Does ISSIP fund service research? Not at this time, but SIGs and Chapters may perform service research activities, and may work together to find funding for service research projects, including from ISSIP sponsor institutions.
  • FAQ7. I don’t get T-shaped, what is that about? When people had jobs for a life-time, they could specialize and be I-shaped, more and more experienced in their specialization. Those days are gone for most people. Today, adaptive innovators are needed, and they tend to be T-shaped professionals with depth (specialization) and breadth (ability to understand and communicate as a boundary spanner to better integrate and explore, and learn new things faster).8. Why do you call it service innovation, and not just innovation? “Service” is the application of knowledge and resources to co-create value with others. We could call it “knowledge-based value co-creation innovation” and that is just too much of a mouthful. Also, human-serving systems are complex systems that we all depend on.9. Is ISSIP mainly for academics or industry? Both, plus policymakers and social sector professionals. See the coverage (Slide 12: Coverage). Industry practitioners may not work in SIGS with conference sessions and publications as goals, but with goal such as new standards, tools, and best practices as outcomes.
  • FAQ10. Is ISSIP mainly for students or professionals? Again, both. We are all on a journey to be more T-shaped and adapt to accelerating change.11. Why should businesses become institutional members? If you care about service innovation, then you have professionals that work for you who could benefit from ISSIP. If you are trying to growth your service innovation professionals, their service in ISSIP and filling Ambassdaor, SIG, Chapter, or other Officer, Advisor, or Board roles can be excellent professional development.12. Why should government, foundations, and other organizations become institutional members? Just like businesses, you employ service innovation professionals that impact the productivity and quality of the service offerings you provide society. ISSIP can help your organization develop its professionals, and gain access to a worldwide network of professionals.
  • FAQ13. Does ISSIP run its own conference? This organization is not as “event” oriented, as other associations, but instead focuses on on-going and iterative exchanges of ideas and insights. We support the conferences of other professional associations and organizations. ISSIP supports their publications venues as well. The design goal of ISSIP is to add value to other professional associations and organizations. By the By-Laws, ISSIP will have open Board Meetings and Annual Member Meetings, with some restrictions on space, and mechanisms for members to vote on important issues and topics.14. How does ISSIP relate to service science? Service science is an emerging discipline that studies service phenomena (as value co-creation, reflecting service-dominant logic mindset) and service systems. ISSIP SIG for Education & Research will help advance service science, management, engineering, design, arts, polictymaking, etc.15. So what’s ISSIP message to me? No matter what region, discipline, or sector you belong to, service innovation is important to your quality of life and quality of career. ISSIP can help you “leverage the matrix” to get important things done. Join us and help us co-create ISSIP. ISSIP is a service system and platform for 21 st century T-shaped professionals. So our view is don’t wait, but instead become a catalyst for change today.
  • FAQ13. Does ISSIP run its own conference? This organization is not as “event” oriented, as other associations, but instead focuses on on-going and iterative exchanges of ideas and insights. We support the conferences of other professional associations and organizations. ISSIP supports their publications venues as well. The design goal of ISSIP is to add value to other professional associations and organizations. By the By-Laws, ISSIP will have open Board Meetings and Annual Member Meetings, with some restrictions on space, and mechanisms for members to vote on important issues and topics.14. How does ISSIP relate to service science? Service science is an emerging discipline that studies service phenomena (as value co-creation, reflecting service-dominant logic mindset) and service systems. ISSIP SIG for Education & Research will help advance service science, management, engineering, design, arts, polictymaking, etc.15. So what’s ISSIP message to me? No matter what discipline, sector, or region you belong to, service innovation is important to your quality of life and quality of career. ISSIP can help you “leverage the matrix” to get important things done. Join us and help us co-create ISSIP. ISSIP is a service system and platform for 21 st century T-shaped professionals. So our view is don’t wait, but instead become a catalyst for change today.
  • FAQ16. I am still not sure, what should I take away for now? This community is not as “event” oriented as others, but instead focuses on on-going and iterative exchanges of ideas and insights. So our view is don’t wait, but instead become a catalyst for change today. We are not trying to compete with other communities, but ensure support for your service perspective in the evolving ecology of perspectives, promoting service innovations regardless of the discipline, sector, or region.17. What if I have more questions? Just email us your questions at info@issip.org
  • Tutorial: What is Service?• Co-Creation of value• Service-Dominant Logic (SDL)
  • What is Service?• The IHIP fallacy – Intangible If products are tangible then why do auto companies advertise the hedonic values of driving their cars?Intangible: Service is intangible,products are tangible Is a meal in a restaurant tangible?
  • What is Service?• IHIP definitions If products are homogeneous – Intangible then why is it possible to – Heterogeneous configure many thousands of laptop computers from one brand and model?Heterogeneous: Service isheterogeneous, products arehomogeneous How heterogeneous is a bank teller machine?
  • What is Service?• IHIP definitions How soon after purchasing a soft – Intangible drink from a machine do you consume it? – Heterogeneous – InstantaneousInstantaneous: Service outputsare used simultaneously with theprovision of the service; productsare used after they are acquired. How soon after getting advice from your doctor do you execute that advice?
  • What is Service?• IHIP definitions – Intangible How long will your car last? What – Heterogeneous about Chemicals, pharmaceuticals, food, etc? – InstantaneousPerishability: Service outputs – Perishableare perishable and must berenewed. Products arepermanent. When did you stop using your education?
  • So What is Service?• Co-Creation of value• Service Dominant Logic (SDL) – A paradigm for service – Postulated by Vargo & Lusch – 10 foundational principles – Guideposts for service science, engineering, management and operation
  • T-Shaped Professionals• Co-creative processes involve, – Technology – Process engineering – Value in exchange, value in use, value in context – Psychology – Decision making – Social interaction – Government support/regulation – Personal values, perception, knowledge, awareness
  • An Eclectic Research CommunityChing-I Teng, Shao-Kang Lo, and Yi-Jhen Li. How Can Achievement InduceLoyalty? A Combination of the Goal-Setting Theory and Flow TheoryPerspectivesFlow theory and an empirical study of online gamers.Stephen L. Vargo and Melissa Archpru Akaka. Value Cocreation and ServiceSystems (Re)Formation: A Service Ecosystems ViewAn extension of SDL to the concept of service ecosystems.Hyunwoo Park, Trustin Clear, William B. Rouse, Rahul C. Basole, Mark L.Braunstein, Kenneth L. Brigham, and Lynn Cunningham. MultilevelSimulations of Health Delivery Systems: A Prospective Tool for Policy,Strategy, Planning, and ManagementAn OR methodology applied to health care service.
  • The Human Side of Service Engineering This Certificate of Laud & Appreciation Acknowledges the Awesome Contribution of Bradford Hesse (USA) at the 4th International Conference on Applied Human Factors and Ergonomics and the 1st International Conference on the Human-Side of Service Engineering on July 21-25, 2012 in San Francisco, CA USA and is hereby recognized as a Inaugural Conference Special Guest and Pioneer of the Human-Side of Service EngineeringLouis E. Freund, Co-Chair James C. Spohrer, Co-Chair
  • Backup Slides1 4 523 6