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Introduction to SSMED for 119A, Nov 2012

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Introduction to SSMED for 119A, Nov 2012

  1. 1. Introduction to Service Science, Management, Engineering, and Design (SSMED) Dr. Stephen K. Kwan Professor, Service Science Management Information Systems College of Business Administration San José State University, CA, USA http://www.sjsu.edu/ssme Contact:stephen.kwan@sjsu.edu 119A Fall 2012 November, 2012
  2. 2. A Framework for Service Science and Some Research Challenges Some DefinitionsService Science is short for Service Science, Management,Engineering and Design (SSMED1).Service Science is concerned with the study of Service Systems. cf. Computer Science is concerned with the study of Computer Systems.Service Systems are man-made complex systems designed toimprove the quality of life by co-creating value through valuepropositions among the stake-holders. 1 Spohrer, J., Kwan, S.K. “Service Science, Management, Engineering, and Design (SSMED): An Emerging Discipline – Outline and References”, International Journal of Information Systems in the Service Sector, 1(3), 2009. Kwan 2012 3
  3. 3. Service Science is a Big Tent Service (for every variety of disciplines) Operations “ Marketing Service Science is just ___<name your discipline>____” Management Quality Supply ChainGeneral Human FactorsSystems A Service Design Theory System is Innovation Complex Engineering Systems Computing OR/IE Economics MS Arts Science Information Science (i-schools) CS/AI Economics & Law MIS Anthropology Organization Multiagent Systems Game Theory Kwan 2012 & Psychology Theory 4
  4. 4. 1. Information Sci & Sys 1990-2004 14. Computer & 1900-19602. Service Ops & Mgmt Technology Information Sciences3. Service Engineering 15. Human Capital Management (HCM)4. Service Marketing 16. Organization Theory5. Social Complexity 14 17. Operations Research6. Agent-based comput- 18. Systems Engineeringational economics 287. Computational 21 18 19. Management ScienceOrganization Theory 10 20. Game Theory 3 118. Management of 5 21. Industrial EngineeringInnovation & Tech (MoT) 13 2 7 1 8 17 22. Marketing9. Experimental 6Economics 12 4 23. Managerial 15 Psychology10. AI & Games 16 27 9 25 22 24. Business11. Management of 24 Administration (MBA)Information Systems 23 19 Business 25. Economics12. Computer Supported 20Collab. Work (CSCW) 26. Law Social- 2613. Performance Support 27. SociologySystems In Business & Organizational Before 1900 28. EducationOrganization 1960-1990 5
  5. 5. Quick Facts about US Service Sector World’s Large Labor Forces US shift to service jobs A = Agriculture, G = Goods, S = Service 2010 2010 Nation Labor A G S 40yr Service (A) Agriculture: % % % % Growth Value from harvesting nature China 25.7 49 22 29 142% India 14.4 60 17 23 35% (G) Goods: U.S. 5.1 1 23 76 23% Value from making products Indonesia 3.5 45 16 39 34% (S) Service: Brazil 2011:1.6 14 66 81.1 3.0 20 17.3 61% Value from enhancing the capabilities of people and their ability Russia 2.4 10 21 69 64% to interconnect and co-create value Japan 2.2 5 28 67 45% Nigeria 1.6 70 10 20 19% Bangladesh 2.1 63 11 26 37% Germany 1.4 3 33 64 42% Employment Change CIA Handbook, International Labor OrganizationNote: Pakistan, Vietnam, and Mexico now larger LF than Germany Numeric change in wage-salary employment by industry sector, projected 2004-14 The largest labor force migration in human (Thousands) history is underway, driven by global communications, business and technology Professional and business service4566 growth, urbanization and Healthcare and social assistance4303 regional variations in labor and infrastructure costs and capabilities. Kwan 2012
  6. 6. Service Worlds: Economics and Social Science Information Service – recent growth engine The Origin Estimated world (pre-1800) and then of Wealth U.S. Labor Percentages by Sector by Eric D. Beinhocker2M years as hunting clans/bands10K years as farm families200 years as factory workers60 years (so far) as knowledge workers in organizations and now digital networks The Pursuit of Organizational Intelligence, By James G. Estimations based on Porat, M. (1977) Info March Economy: Definitions and Measurement
  7. 7. IBM and Services 8
  8. 8. IBM and SSMEhttp://www-03.ibm.com/press/us/en/attachment/25091.wss?fileId=ATTACH_FILE1&fileName=Podcast%20interview%20with%20SFSU.mp3 9
  9. 9. http://www.usnews.com/usnews/edu/grad/articles/brief/gbeng_brief_2.php 10
  10. 10. Over 500 Universities world-wide are engaged11
  11. 11. Service System Worldview1 Service Customer Provider Service Experience A Service System and Its Entities1Kwan, 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 12
  12. 12. Service System Worldview Employees & Stockholders Community Service Customer Provider Service Partners Experience Service System CompetitionSociety Kwan 2012 13
  13. 13. Service System Worldview Service Management Fitzsimmons & Fitzsimmons 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 14
  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 15
  15. 15. Service Systems, Computing, and IT Services1 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 16
  16. 16. Product / Service SpectrumProduct Service “Servitization” “Productization” Kwan 2012 17
  17. 17. What do these have in common?Services Transformation and Innovation Group LLC www.servtrans.com 18 Kwan 2012
  18. 18. Spring 2013 - Elective 118S – Service Systems Management TextBooks Service Management, Operattions, Strategy, Information Technology Henry Chesbrough Fitzsimmons & Fitzsimmons Open Services Innovation Kwan 2012 19

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