• Like
  • Save
Srii spohrer education panel 20110331 v3
Upcoming SlideShare
Loading in...5
×
 

Srii spohrer education panel 20110331 v3

on

  • 922 views

Service Research and Innovation, IT-Enabled Service

Service Research and Innovation, IT-Enabled Service

Statistics

Views

Total Views
922
Views on SlideShare
920
Embed Views
2

Actions

Likes
0
Downloads
38
Comments
0

1 Embed 2

http://www.linkedin.com 2

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

    Srii spohrer education panel 20110331 v3 Srii spohrer education panel 20110331 v3 Presentation Transcript

    • Service Science:Progress & Directions Mega-Topics for IT-Enabled Service Research
      Jim Spohrer, IBM
      See http://www.slideshare.net/spohrer
    • Why Service Matters to IBM
      Revenue Growth by Segment
    • Why Universities Matter to IBM
    • IBM UP & “5 R’s”
      1. Research
      Awards focus on grand challenge problems and big bets
      https://www.ibm.com/developerworks/university/research
      2. Readiness
      Access to IBM tools, methods, and course materials to develop skills
      https://www.ibm.com/developerworks/university/academicinitiative
      3. Recruiting
      Internships and full-time positions working to build a smarter planet
      http://www.ibm.com/jobs
      4. Revenue
      Public-private partnerships build great universities and strengthen regions
      http://www.ibm.com/services/us/gbs/bus/html/bcs_education.html
      5. Responsibility
      Community service provides access to expertise/resources
      http://www.ibm.com/ibm/ibmgives/
    • Research: Award Programs
    • What improves Quality-of-Life? Service System Innovations
      20/10/10
      A. Systems that focus on flow of things that humans need (~15%*)
      1. Transportation & supply chain
      2. Water & waste recycling/Climate & Environment
      3. Food & products manufacturing
      4. Energy & electricity grid/Clean Tech
      5. Information and Communication Technologies (ICT access)
      B. Systems that focus on human activity and development (~70%*)
      6. Buildings & construction (smart spaces) (5%*)
      7. Retail & hospitality/Media & entertainment/Tourism & sports (23%*)
      8. Banking & finance/Business & consulting (wealthy) (21%*)
      9. Healthcare & family life (healthy) (10%*)
      10. Education & work life/Professions & entrepreneurship (wise) (9%*)
      C. Systems that focus on human governance - security and opportunity (~15%*)
      11. Cities & security for families and professionals, non-profits (property tax)
      12. States/regions & commercial development opportunities/investments (sales tax)
      13. Nations/NGOs & citizens rights/rules/incentives/policies/laws (income tax)
      2/7/4
      * = US Labor % in 2009.
      2/1/1
      7/6/1
      1/1/0
      5/17/27
      1/0/2
      24/24/1
      2/20/24
      7/10/3
      5/2/2
      3/3/1
      0/0/0
      0/19/0
      1/2/2
      Quality of Life = Quality of Service + Quality of Jobs + Quality of Investment-Opportunities
      “61 Service Design 2010 (Japan) / 75 Service Marketing 2010 (Portugal)/78 Service-Oriented Computing 2010 (US)”
    • Smarter Planet/SSME Awards (Sample of 192)
      Column’s Explained in More Detail on Previous Slide
    • US National Academy of Engineering Grand Challenges
      A. Systems that focus on flow of things humans need
      1. Transportation & Supply Chain
      Restore and enhance urban infrastructure
      2. Water & Waste/Climate & Green tech
      Provide access to clear water
      3. Food & Products
      Manager nitrogen cycle
      4. Energy & Electricity
      Make solar energy economical
      Provide energy from fusion
      Develop carbon sequestration methods
      5. Information & Communication Technology
      Enhance virtual reality
      Secure cyberspace
      Reverse engineer the brain
      B. Systems that focus on human activity & development
      6. Buildings & Construction (smart spaces)
      Restore and enhance urban infrastructure
      7. Retail & Hospitality/Media & Entertainment (tourism)
      Enhance virtual reality
      8. Banking & Finance/Business & Consulting
      9. Healthcare & Family Life
      Advance health informatics
      Engineer better medicines
      Reverse engineer the brain
      10. Education & Work Life/Jobs & Entrepreneurship
      Advance personalized learning
      Engineer the tools of scientific discovery
      C. Systems that focus on human governance
      11. City & Security
      Restore and improve urban infrastructure
      Secure cyberspace
      Prevent nuclear terror
      12. State/Region & Development
      13. Nation & Rights
    • “I am an IBMer: Building A Smarter Planet”https://jobs3.netmedia1.com/cp/find.ibm.jobs/location/
      IBM Employees
      ~10% Consultant
      ~10% Sales
      ~5% Architect
      ~5% Project Manager
      ~45% Specialists
      ~25% Enterprise Operations
      Project Mix
      From 90-10 to 80-20:
      B2B – Business to Business
      B2G – Business to Government
      ~10%
      1. Consultant
      (trusted advisor to customer)
      • a value proposition to addressproblems or opportunities andenhance value co-creationrelationships
      ~5%
      ~10%
      3. Architect
      (systems engineer, IT & enterprise architect)
      • An elegant solution design that satisfiesfunctional and non-functionalconstraints across thesystem life-cycle
      2. Sales
      • a signed contract thatdefines work, outcomes, solution,rewards and risks for all parties
      ~5%
      4. Project Manager
      (often with co-PM from customer side)
      a detailed project plan thatbalances time, costs, skills availability,and other resources, as well asadaptive realization of plan
      ~45%
      ~25%
      5. Specialists
      (systems engineer, Research, engineer,
      Industry specialist, application, technician,
      data, analyst, professional, agent)
      • a compelling working system(leading-edge prototype systemsfrom Research)
      6. Enterprise Operations
      Administrative Services, Other,
      Marketing & Communications
      Finance, Supply Chain, Manufacturing,
      Human Resources, Legal,
      General Executive Management
    • Many team-oriented service projects completed
      (resume: outcomes, accomplishments & awards)
      Many disciplines (13)
      (understanding & communications)
      Many systems (13)
      (understanding & communications)
      Deep in one discipline
      (analytic thinking & problem solving)
      Deep in one system
      (analytic thinking & problem solving)
      Skills for 21st Century: T-Shaped Innovators Ready for T-eamwork
      SSME(D) = Service Science Management Engineering (and Design)
    • Systems that focus on flows of things
      Systems that govern
      Systems that support people’s activities
      transportation &
      supply chain
      healthcare
      & family
      retail &
      hospitality
      ICT &
      cloud
      city
      secure
      food &
      products
      education
      &work
      state
      scale
      nation
      laws
      energy
      & electricity
      water &
      waste
      building &
      construction
      banking
      & finance
      behavioral sciences
      Customer
      Provider
      Authority
      Competitors
      People
      Technology
      Information
      Organizations
      resources
      stakeholders
      e.g., marketing
      management sciences
      Stackholders (Customers, Providers, etc.)
      e.g., operations
      political sciences
      e.g., public policy
      learning sciences
      e.g., game theory
      and strategy
      cognitive sciences
      e.g., psychology
      system sciences
      Resources (People, Technology, etc.)
      e.g., industrial eng.
      information sciences
      e.g., computer sci
      organization sciences
      e.g., knowledge mgmt
      social sciences
      History
      (Data Analytics)
      Future
      (Roadmap)
      change
      Change (History, Future)
      e.g., econ & law
      decision sciences
      e.g., statistics
      run professions
      Run
      Transform
      (Copy)
      Innovate
      (Invent)
      e.g., knowledge worker
      value
      Value (Run, Transform, Innovate)
      transform professions
      e.g., consultant
      innovate professions
      e.g., entrepreneur
      Service Systems & Current Academic Disciplines
    • Jobs: Expert Thinking & Complex Communications
      Increasing usage of job descriptive terms
      Expert Thinking
      (deep)
      Complex Communication
      (broad)
      Routine Manual
      Non-routine Manual
      Routine Cognitive
      Based on U.S. Department of Labor’ Dictionary of Occupational Titles (DOT)
      Levy, F, & Murnane, R. J. (2004). The New Division of Labor:How Computers Are Creating the Next Job Market. Princeton University Press.
    • Pervasive Force: Leveraging Technology to Advance Service
      Strategy Priorities
      Development Priorities
      Execution Priorities
      Stimulating
      Service Innovation
      Fostering Service
      Infusion and Growth
      Effectively Branding
      and Selling Services
      Enhancing
      Service Design
      Improving Well-Being
      through
      Transformative Service
      Enhancing the Service
      Experience through
      Cocreation
      Creating and Maintaining
      a Service Culture
      Optimizing
      Service Networks
      and Value Chains
      Measuring and
      Optimizing the Value of
      Service
      Priorities: Research Framework
      for the Science of Service
      Source: Global Survey of Service Research Leaders (Ostrom et al 2010)
    • Mega-Topics
      Super-Colleague
      Humanitarian and labor productivity (augmentation) applications of Watson technology
      E.g., Intelligent assistant that has read everything you should have read & can talk with you about it
      Super-Service
      Beyond self-service (toward invisible super-colleagues and intelligent environments)
      e.g, https://www.youtube.com/watch?v=44f5A8PCWiU
      Home Health
      Technology-enabled home health systems (invisible super-doctor-nurse intelligent environments)
      e.g., http://www.youtube.com/watch?v=6Cf7IL_eZ38
      ManAg Servitization
      Manufacturing & Agriculture factory of the future service system with customer co-creation
      e.g., https://www.youtube.com/watch?v=nd5WGLWNllA)
      Crowd Sourcing
      Instrumented people and city service systems (fun read – World Wide Mind, Collective Intelligence)
      e.g. https://www.youtube.com/watch?v=anKiEoxkpxM
      Whole-Service Sustainability
      IT-enabled smart cities with universities at the core as living labs (Holistic Service Systems research)
      City, University Sci-Tech Parks & Incubators, University, K-12 & Neighborhoods
      E.g., http://www.service-science.info/archives/1056
    • Holistic Service Systems
      Nation
      State/Province
      City/Region
      Luxury
      Resort
      Hotels
      University
      Colleges
      K-12
      Hospital
      Medical
      Research
      Family
      (household)
      Person
      (professional)
      Examples: Nations, States, Cities, Universities, Luxury Hotels, Cruise Ships, Households
      Subsystems: Transportation, Water, Food, Energy, Communications, Buildings, Retail, Finance, Health, Education, Governance, etc.
      Definition: A service system that can support its primary populations, independent of all external service systems, for some period of time, longer than a month if necessary, and in some cases, indefinitely
      Balance independence with interdependence, without becoming overly dependent
      For-profits
      start-ups
      Non-profits
      ~25-50% of start-ups are new IT-enabled service offerings
    • World Population & Service System Scaling
    • Thank-You! Questions?
      “Instrumented, Interconnected, Intelligent – Let’s build a Smarter Planet.” – IBM
      “If we are going to build a smarter planet, let’s start by building smarter cities” – CityForward.org
      “Universities are major employers in cities and key to urban sustainability.” – Coalition of USU
      “Cities learning from cities learning from cities.” – Fundacion Metropoli
      “The future is already here… It is just not evenly distributed.” – Gibson
      “The best way to predict the future is to create it/invent it.” – Moliere/Kay
      “Real-world problems may not/refuse to respect discipline boundaries.” – Popper/Spohrer
      “Today’s problems may come from yesterday’s solutions.” – Senge
      “History is a race between education and catastrophe.” – H.G. Wells
      “The future is born in universities.” – Kurilov
      “Think global, act local.” – Geddes
      Dr. James (“Jim”) C. Spohrer
      Innovation Champion & Director, IBM University Programs (IBM UP) WW
      spohrer@us.ibm.com
    • IBM has 426,000 employees worldwide
      2010 Financials
      • Revenue - $ 99.9B
      • Net Income - $ 14.8B
      • EPS - $ 11.52
      • Net Cash - $11.7B
      21% of IBM’s revenue in growth market countries; growing at 13% in late 2010
      More than 40% of IBM’s workforce conducts business away from an office
      IBM operates in 170 countries around the globe
      Number 1 in patent generation for 18 consecutive years ; 5,896 US patents awarded in 2010
      Smarter
      Planet
      5 Nobel Laureates
      9 time winner of the President’s National Medal of Technology & Innovation - latest award for Blue Gene Supercomputer
    • Service Growth: The World
      World’s Large Labor Forces
      A = Agriculture, G = Goods, S = Service
      US shift to service jobs
      2010
      2010
      (A) Agriculture:
      Value from
      harvesting nature
      40yr Service
      Growth
      S
      %
      G
      %
      A
      %
      Labor
      % WW
      Nation
      142%
      29
      22
      49
      25.7
      China
      35%
      23
      17
      60
      14.4
      India
      (G) Goods:
      Value from
      making products
      23%
      76
      23
      1
      5.1
      U.S.
      34%
      39
      16
      45
      3.5
      Indonesia
      (S) Service:
      Value from
      IT augmented workers in smarter systems
      that create benefits for customers
      and sustainably improve quality of life.
      61%
      66
      14
      20
      3.0
      Brazil
      64%
      69
      21
      10
      2.4
      Russia
      45%
      67
      28
      5
      2.2
      Japan
      19%
      20
      10
      70
      1.6
      Nigeria
      37%
      26
      11
      63
      2.1
      Bangladesh
      42%
      64
      33
      3
      1.4
      Germany
      CIA Handbook, International Labor Organization
      Note: Pakistan, Vietnam, and Mexico now larger LF than Germany
    • Priorities: Succeeding through Service Innovation - A Framework for Progress
      (http://www.ifm.eng.cam.ac.uk/ssme/)
      Source: Workshop and Global Survey of Service Research Leaders (IfM & IBM 2008)
      1. Emerging demand
      5. Call for actions
      2. Define the domain
      3. Vision and gaps
      4. Bridge the gaps
      Stakeholder
      Priorities
      Education
      Research
      Business
      Government
      Service
      Systems
      Customer-provider interactions that enable value cocreation
      Dynamic configurations of resources: people, technologies, organisations and information
      Increasing scale, complexity and connectedness of service systems
      B2B, B2C, C2C, B2G, G2C, G2G service networks
      Service Innovation
      Growth in service GDP and jobs
      Service quality
      & productivity
      Environmental friendly & sustainable
      Urbanisation &
      aging population
      Globalisation & technology drivers
      Opportunities for businesses, governments and individuals
      The white paper offers a starting point to -
      Service
      Science
      To discover the underlying principles of complex service systems
      Systematically create, scale and improve systems
      Foundations laid by existing
      disciplines
      Progress in academic studies and practical tools
      Gaps in knowledge and skills
      Develop programmes & qualifications
      Skills
      & Mindset
      Encourage an interdisciplinary approach
      Knowledge
      & Tools
      Develop and improve service innovation roadmaps, leading to a doubling of investment in service education and research by 2015
      Employment
      & Collaboration
      Policies
      & Investment
      Glossary of definitions, history and outlook of service research, global trends, and ongoing debate
    • COMMUNICATIONS
      PRODUCTS
      WORKFORCE
      TRANSPORTATION
      SUPPLY CHAIN
      BUILDINGS
      Evolution: SSME+D (for Design) for a Smarter PlanetWhat is Smarter Planet? Harmonized smarter systems.
      INSTRUMENTED
      We now have the ability to measure, sense and see the exact condition of practically everything.
      INTERCONNECTED
      People, systems and objects can communicate and interact with each other in entirely new ways.
      INTELLIGENT
      We can respond to changes quickly and accurately, and get better results by predicting and optimizing for future events.
      IT NETWORKS
    • What is a Service System? What is Service Science?…customers just name <your favorite provider>…researchers just name <your favorite discipline>
      Design/
      Cognitive Science
      Systems
      Engineering
      “service science is
      the interdisciplinary study of
      service systems &
      value-cocreation”
      “a service system is a human-made system
      to improve customer-provider interactions,
      or value-cocreation”
      Marketing
      Computer Science/
      Artificial Intelligence
      Operations
      Economics & Law
    • Time
      14B
      Big Bang
      (Natural
      World)
      10K
      Cities
      (Human-Made
      World)
      bees (social
      division-of-labor)
      transistor
      60
      200M
      Where is the “Real Science” in SSME+D?
      In the interdisciplinary sciences that study the natural and human-made worlds…
      Unraveling the mystery of evolving hierarchical-complexity in new populations…
      To discover the world’s structures and mechanisms for computing non-zero-sum
      writing
      (symbols and scribes)
      ECOLOGY
      written laws
      money
      (coins)
      Sun
      Earth
      bacteria
      (uni-cell life)
      sponges
      (multi-cell life)
      universities
      clams (neurons)
      printing press (books)
      trilobites (brains)
      steam engine
    • Service System Ecology: Conceptual Framework
      Resources: People, Technology, Information, Organizations
      Stakeholders: Customers, Providers, Authorities, Competitors
      Measures: Quality, Productivity, Compliance, Sustainable Innovation
      Access Rights: Own, Lease, Shared, Privileged
    • Value Configuration
      Density
      Resource Integrator/Beneficiary
      Resource Integrator/Beneficiary
      (“Firm”)
      (“Customer”)
      Value Co-creation
      Service-dominant logic
      Service is the application of competences for the benefit of another entity
      Serviceis exchanged for service
      Value is always co-created
      Goods are appliances for delivery
      Alleconomies are service economies
      All businesses are service businesses
      Vargo, S. L. & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1 – 17.
    • What is value?
      Value depends on the capabilities a system has to survive and create beneficial change in its environment.
      Taking advantage of the service another system offers means incorporating improved capabilities.
      Value can be defined as system improvement in an environment.
      All ways that systems work together to improve or enhance one another’s capabilities can be seen as being value creating.
      Vargo, S. L., Maglio, P. P., and Akaka, M. A. (2008). On value and value co-creation: A service systems and service logic perspective. European Management Journal, 26(3), 145-152.
    • B. Service Client
      • Individual
      • Organization
      • Public or Private
      A. Service Provider
      • Individual
      • Organization
      • Public or Private
      Forms of
      Service Relationship
      (A & B co-create value)
      Forms of
      Service Interventions
      (A on C, B on C)
      Forms of
      Responsibility Relationship
      (A on C)
      Forms of
      Ownership Relationship
      (B on C)
      C. Service Target: The reality to be
      transformed or operated on by A,
      for the sake of B
      • People, dimensions of
      • Business, dimensions of
      • Products, goods and material systems
      • Information, codified knowledge
      Gadrey, J. (2002). The misuse of productivity concepts in services: Lessons from a comparison between France and the United States. In J. Gadrey & F. Gallouj (Eds). Productivity, Innovation, and Knowledge in Services: New Economic and Socio-economic Approaches. Cheltenham UK: Edward Elgar, pp. 26 – 53.
      What is a service system?
      Service involves at least two entities applying competences and making use of individual and shared resources for mutual benefit.
      We call such interacting entities service systems.
      Spohrer, J., Maglio, P. P., Bailey, J. & Gruhl, D. (2007). Steps toward a science of service systems. Computer, 40, 71-77.
    • Rights
      No-Rights
      2. Technology
      1. People
      Physical
      4.. SharedInformation
      3. Organizations
      Not-Physical
      Resources are the building blocks of service systems
      First foundational premise
      of service science
      Service system entities
      dynamically configure
      four types of resources
      The named resource is
      Physical
      or
      Not-Physical
      (physicists resolve disputes)
      The named resource has
      Rights
      or
      No-Rights
      (judges resolve disputes
      within their jurisdictions)
      Formal service systems can contract
      Informal service systems can promise/commit
      Trends & Countertrends (Evolve and Balance):
      Informal <> Formal
      Social <> Economic
      Political <> Legal
      Routine Cognitive Labor <> Computation
      Routine Physical Labor <> Technology
      Transportation (Atoms) <> Communication (Bits)
      Qualitative (Tacit) <> Quantitative (Explicit)
      Spohrer, J & Maglio, P. P. (2009) Service Science: Toward a Smarter Planet. In Introduction to Service Engineering. Editors Karwowski & Salvendy. Wiley. Hoboken, NJ..
    • Value propositions are the building blocks of service system networks
      Second foundational premise
      of service science
      Service system entities
      calculate value from multiple
      stakeholder perspectives
      A value propositions can
      be viewed as a request from
      one service system to another
      to run an algorithm
      (the value proposition)
      from the perspectives of
      multiple stakeholders according
      to culturally determined
      value principles.
      The four primary stakeholder
      perspectives are: customer,
      provider, authority, and competitor
      Value propositions coordinate & motivate resource access
      Spohrer, J & Maglio, P. P. (2009) Service Science: Toward a Smarter Planet. In Introduction to Service Engineering. Editors Karwowski & Salvendy. Wiley. Hoboken, NJ..
    • Competitor Provider Customer Authority
      A
      S
      P
      C
      (substitute)
      OO
      OO
      LC
      LC
      SA
      SA
      PA
      PA
      value-proposition
      change-experience
      dynamic-configurations
      time
      service = value-cocreation
      B2B
      B2C
      B2G
      G2C
      G2B
      G2G
      C2C
      C2B
      C2G
      ***
      provider resources
      Owned Outright
      Leased/Contract
      Shared Access
      Privileged Access
      customer resources
      Owned Outright
      Leased/Contract
      Shared Access
      Privileged Access
      Access rights are the building blocks of service system ecology(culture and shared information)
      Third foundational premise
      of service science
      Service system entities
      reconfigure access rights to
      resources by mutually agreed to
      value propositions
      • Access rights
      • Access to resources that are owned outright (i.e., property)
      • Access to resource that are leased/contracted for (i.e., rental car, home ownership via mortgage, insurance policies, etc.)
      • Shared access (i.e., roads, web information, air, etc.)
      • Privileged access (i.e., personal thoughts, inalienable kinship relationships, etc.)
      Spohrer, J & Maglio, P. P. (2009) Service Science: Toward a Smarter Planet. In Introduction to Service Engineering. Editors Karwowski & Salvendy. Wiley. Hoboken, NJ..
    • Rights
      No-Rights
      2. Technology
      1. People
      Physical
      4.. SharedInformation
      3. Organizations
      Not-Physical
      A
      S
      P
      C
      Premises of service science: What service systems do
      Service system entities
      dynamically configure (transform)
      four types of resources
      Service system entities
      calculate value from multiple
      stakeholder perspectives
      Service system entities
      reconfigure access rights
      to resources by mutually agreed
      to value propositions
      Spohrer, J & Maglio, P. P. (2009) Service Science: Toward a Smarter Planet. In Introduction to Service Engineering. Editors Karwowski & Salvendy. Wiley. Hoboken, NJ..
    • Teaching SSME+D
      • Service Management:Operations, Strategy,and Information Technology
      • By Fitzsimmons and Fitzsimmons, UTexas
      Fitzsimmons & Fitzsimmons
      Graduate Students
      Schools of Engineering & Businesses
      Teboul
      Undergraduates
      Schools of Business & Social Sciences
      Busy execs (4 hour read)
      Ricketts
      Practitioners
      Manufacturers In Transition
      And 200 other books…
      Zeithaml, Bitner, Gremler; Gronross, Chase, Jacobs, Aquilano; Davis, Heineke; Heskett, Sasser, Schlesingher; Sampson; Lovelock, Wirtz, Chew; Alter; Baldwin, Clark; Beinhocker; Berry; Bryson, Daniels, Warf; Checkland, Holwell; Cooper,Edgett; Hopp, Spearman; Womack, Jones; Johnston; Heizer, Render; Milgrom, Roberts; Norman; Pine, Gilmore; Sterman; Weinberg; Woods, Degramo; Wooldridge; Wright; etc.
      URL: http://www.cob.sjsu.edu/ssme/refmenu.asp
      • Service Is Front Stage:Positioning services forvalue advantage
      • By James Teboul, INSEAD
      • Reaching the Goal: How Managers Improve a Services Business Using Goldratt’s Theory of Constraints
      • By John Ricketts, IBM
    • SSE
      SSE
      SSE
      SSE
      SSE
      SSE
      SSE
      SSE
      SSE
      SSE
      F
      F
      F
      F
      F
      F
      F
      F
      F
      F
      Front-Stage Marketing/Customer Focus
      Based on Levitt, T (1972) Production-line approach to service. HBR.
      “Everybody is in service... Something is wrong…
      The industrial world has changed faster than our taxonomies.”.
      B
      B
      B
      B
      B
      B
      B
      B
      B
      B
      e.g., Citibank
      F
      F
      F
      Service
      System Entity
      Product-Service-System
      Product
      Business
      Service
      Business
      F
      B
      B
      B
      B
      e.g., IBM
      Back-Stage Operations/Provider Focus
      Reality: “Product-Service-System” Networks
    • TECHNOLOGY IMMERSION
      Primary
      School
      Any Device Learning
      Secondary
      School
      PERSONAL LEARNING PATHS
      Workforce
      Skills
      Individuals Learning Continuum
      Student-Centered Processes
      Higher
      Education
      Continuing
      Education
      KNOWLEDGE SKILLS
      Learning Communities
      Intelligent
      • Aligned Data
      • Outcomes Insight
      GLOBAL INTEGRATION
      Economic
      Sustainability
      Instrumented
      • Student-centric
      • Integrated Assessment
      Services Specialization
      Institutions Learning Continuum
      Interconnected
      • Shared Services
      • Interoperable Processes
      ECONOMIC ALIGNMENT
      Systemic View of Education
      Vision for the Educational Continuum: Individuals & Institutions Learning
      The
      Educational
      Continuum
      http://www-935.ibm.com/services/us/gbs/bus/html/education-for-a-smarter-planet.html
      34
    • Fun: CityOne Game to Learn “CityInvesting”
      Serious Game to teach problem solving for real issues in key industries, helping companies to learn how to work smarter. Energy, Water, Banking, Retail
      http://www.ibm.com/cityone
    • Priority 1: Urban Sustainability & Service Innovation Centers
      A. Research: Holistic Modeling & Analytics of Service Systems
      Modeling and simulating cities will push state-of-the-artcapabilities for planning interventions in complex system of service systems
      Includes maturity models of cities, their analytics capabilities, and city-university interactions
      Provides an interdisciplinary integration point for many other university research centers that study one specialized type of system
      Real-world data and advanced analytic tools are increasingly available
      B. Education: STEM (Science Tech Engineering Math) Pipeline & LLL
      City simulation and intervention planning tools can engage high school students and build STEM skills of the human-made world (service systems)
      Role-playing games can prepare students for real-world projects
      LLL = Life Long Learning
      C. Entrepreneurship: Job Creation
      City modeling and intervention planning tools can engage university
      students and build entrepreneurial skills
      Grand challenge competitions can lead to new enterprises
    • Population
      Challenges
      Opportunities
      Careers
      Cities as Holistic Service Systems: All the systems
      A. Flow of things
      1. Transportation: Traffic congestion; accidents and injury
      2. Water: Access to clean water; waste disposal costs
      3. Food: Safety of food supply; toxins in toys, products, etc.
      4. Energy: Energy shortage, pollution
      5. Information: Equitable access to info and comm resources
      B. Human activity & development
      6. Buildings: Inefficient buildings, environmental stress (noise, etc.)
      7. Retail: Access to recreational resources
      8. Banking: Boom and bust business cycles, investment bubbles
      9. Healthcare: Pandemic threats; cost of healthcare
      10. Education: High school drop out rate; cost of education
      C. Governing
      11. Cities: Security and tax burden
      12. States: Infrastructure maintenance and tax burden
      13. Nations: Justice system overburdened and tax burden
      Example: Singapore
    • Universities as Holistic Service Systems: All the systems
      A. Flow of things
      1. Transportation: Traffic congestion; parking shortages.
      2. Water: Access costs; reduce waste
      3. Food: Safety; reduce waste.
      4. Energy: Access costs; reduce waste
      5. Information: Cost of keeping up best practices.
      B. Human activity & development
      6. Buildings: Housing shortages; Inefficient buildings
      7. Retail: Access and boundaries. Marketing.
      8. Banking: Endowment growth; Cost controls
      9. Healthcare: Pandemic threat. Operations.
      10. Education: Cost of keeping up best practices..
      C. Governing
      11. Cities: Town & gown relationship.
      12. States: Development partnerships..
      13. Nations: Compliance and alignment.
    • Understanding the Human-Made World
      Also see:
      Symbolic Species, Deacon
      Company of Strangers, Seabright
      Sciences of the Artificial, Simon
      See Paul Romer’s Charter Cities Video: http://www.ted.com/talks/paul_romer.html
    • Where are the opportunities? Everywhere!