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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 ->
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
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.)
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
Getting started….1. Register at issip.org • Skim ByLaws • Send ideas to firstname.lastname@example.org. 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 email@example.com Or email firstname.lastname@example.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
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
Contact us….Officers BoardAmmar Rayes (Cisco) President@issip.org Jim Spohrer (IBM) email@example.comCharlie 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 firstname.lastname@example.org. 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 email@example.com, 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 firstname.lastname@example.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 email@example.com
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