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Interntional Symposium On Service Systems Science 2012 Kwan


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Interntional Symposium On Service Systems Science 2012 Kwan

  1. 1. Information and Knowledge Managementfor Service Systems Design and Engineering Dr. Stephen K. Kwan Professor, Service Science Management Information Systems College of Business Administration San José State University, CA, USA Contact: Presented at the International Symposium on Service Systems Science Tokyo Institute of Technology February 23rd, 2012 Download these slides at:
  2. 2. Kwan 2012 2
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  4. 4. Service System Life Cycle This presentation looks at effective Information andKnowledge Management in the Life Cycle stages of a Service System. Discovery Conception Operation Design Development Engineering Kwan 2012 4
  5. 5. Incorporating Multiple Perspectives in Modeling CompetitionExternal or Internal Forces Strategycreate impetus for Change Customers Regulations Discovery Conception Obsolescence Technology Operation Design Innovation ……. Development Engineering J. Bradford Jensen Kwan 2012 5
  6. 6. Incorporating Multiple Perspectives in Modeling for example: Service Thinking Servitization PlatformitizationDiscovery Conception Open Service Innovation Operation Design Development Engineering (S-D) Logic - Service Dominant Logic Vargo & Lusch Kwan 2012 and many more! 6
  7. 7. Incorporating Multiple Perspectives in Modeling for example: System Thinking Discovery Conception Operation Design C. West Churchman Russell L. Ackoff Development Engineering and many more!Kwan, S. K. & Min, J. H. (2008) “An Evolutionary Framework of Service Systems”. Marcel D. DekkerPresented at the International Conference on Service Science, Beijing, China, April 17-18. “Systems Thinking about the Society” Kwan 2012 7
  8. 8. Incorporating Multiple Perspectives in Modeling Design ThinkingDiscovery Conception “A human-centered innovation Design process that emphasizes Operation observation, collaboration, fast learning, visualization of ideas, Development Engineering rapid prototyping, and concurrent business analysis, which ultimately influences innovation and business strategy.” * * Lockwood, T. (editor) Design Thinking – Integrating Innovation, Customer Experience and Brand Value, Allworth Press, 2010. Kwan 2012 8
  9. 9. Design Thinking – some resources Peter G. RoweStickhorn &Schneider Thomas Lockwood Kwan 2012 9
  10. 10. Design Thinking – some resources Kwan 2012 10
  11. 11. Design Thinking – some resources © Cockayne and Carleton Kwan 2012 11
  12. 12. Incorporating Multiple Perspectives in ModelingDiscovery Conception Operation Design Business Thinking Development Engineering Kwan 2012 12
  13. 13. Business Thinking - Service System Worldview1 Employees & Stockholders Community Service Customer Provider Service Partners Experience Service System Competition Society 1Kwan, S. K. & Min, J. H. (2008) “An Evolutionary Framework of Service Systems”. Presented at the International Conference on Service Science, Beijing, China, April 17-18. Kwan 2012 13
  14. 14. Value Co-Creation Through Value Propositions Employees & Value Stockholders Community Value Service Value Customer Provider Value Service Partners Experience Service System Competition Society Kwan 2012 14
  15. 15. Constructing a Value Proposition The Customerhave a lot of VP’s to choose from Service Level Agreement?Kwan, S.K., Muller-Gorchs, M. (2011). "Constructing Effective Value Propositions for Stakeholders in Service System Networks," Proceedings >Proceedings of SIGSVC Workshop . Sprouts: Working Papers on Information Systems, 11(160). Kwan 2012 15
  16. 16. Business Thinking – some resourcesOsterwalder & Pigneur Kwan 2012 16
  17. 17. From Design to Engineering Discovery Conception Operation Design UI Prototyping Development Engineering UML – Use Cases Engineering Process Chain Discipline Service Blueprint Network Diagram& MethodologyService Design Engineer? Story Boards Kwan 2012 17
  18. 18. Some aspects of Service System Engineering Service Provider’s Back Stage Support Back Stage Processes Information Technology Platform Front StageFront Stage Processes ITSM – Management of the Processes Service Computing and Infrastructure of IT Services (e.g., SOA) 1 Kwan, S. K. & Hefley, B., “Service Systems”, 2008. Kwan 2012 18
  19. 19. Incorporating Multiple Perspectives in Modeling Discovery Conception Development Operation Design Discipline& Methodology Development Engineering and RAD, Agile, Extreme Programming, etc. Kwan 2012 19
  20. 20. Incorporating Multiple Perspectives in Modeling Discovery ConceptionOperations Design OperationManagement Development Engineering Kwan 2012 20
  21. 21. Service System Operational Worldview (1) Employees & Capacity Stockholders & Manpower Planning, Community Training Service Customer Facility Location Provider & Design Service Partners Experience SocialNetworking Competition Competitive Market Customer Service StrategySociety Segmentation Flow & Concept Operating Service Realized Strategy Delivery Kwan 2012 21
  22. 22. Service System Operational Worldview (2) Value Proposition Focal Service Customer Relationship Provider Value Value PropositionProposition Provider Service Partner Customer’s Experience Social Network Network Kwan 2012
  23. 23. Information &Knowledge ManagementDiscovery Conception Operation Design Development Engineering Kwan 2012 23
  24. 24. Information & Knowledge Management 2008 Olympic GamesBoth US teams dropped the baton Kwan 2012 24
  25. 25. Poor (Communication and) Information & Knowledge Management Kwan 2012 25
  26. 26. Information & Knowledge Management How can we effectively define, capture, share and maintain the information and knowledge from the different stages of the Service System Life Cycle?From: To: Kwan 2012 26
  27. 27. Information & Knowledge Management - Sharing the Canvas Customer • Service Thinking Designer • System Thinking • Design Thinking • Business Thinking • Engineering Discipline Manager Engineer • Development Discipline • Operations Management Operator Developer Kwan 2012 27
  28. 28. Sharing the Canvas Kwan 2012 28
  29. 29. Who is this Artist anyway? ? Kwan 2012 29
  30. 30. Borrowing from a Study of Japanese Higher Education IT Programs (Nomura Research) Professional redesign Value-chain with IT Usage=“Business Architect”? SuitBusiness World-class Geek-SuitManagement IT Entrepreneurprofessional US-style CIO IT Professionals Manager with IT skills Researcher Geek Students in Super Geek IT departments IT professional Kwan 2012 30
  31. 31. T-shaped People (1) Industry says: “We need to hire more T-shaped people!” Across industries Complex Communications Across Fields Across cultures Across functions Across disciplines = More experienced Develop More adaptive New More collaborative Knowledge Broaden In-depth With With knowledge ResearchBased on slides by Global Jean Paul Jacob of IBM of a specific Educational discipline program Academia says: “We need to hire more T–shaped faculty!” Kwan 2011 31
  32. 32. T-shaped People (2)Paul Harris, “Help Wanted: „T-Shaped‟ Skills to meet 21st Century Needs”, T&D, September 2009 Kwan 2012 32
  33. 33. We need T-shaped People Who can work together as a TeamUsing Design Thinking as the basis of Project-based Team Building 33 Kwan 2011 33
  34. 34. Who is this Artist anyway? ? End Kwan 2012 34
  35. 35. Trending – Design Thinking for Business Some Business Schools teaching Design Thinking: Toronto Northwestern Maastricht Berkeley Virginia ………. Kwan 2012 35
  36. 36. FASTHow to Lead a Creative Life COMPANY 3/2012 Kwan 2012 36
  37. 37. Design Thinking for Managers Kwan 2012 37
  38. 38. T-shaped People (3)Download these slides at: Kwan 2012 38