Kwan 2012 Research Projects Topics

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Kwan 2012 Research Projects Topics

  1. 1. Current Research Projects 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 Presented at the 5th Workshop on Service Systems Science Tokyo Institute of Technology February 21-22, 2012Download these slides at: http://www.slideshare.net/StephenKwan
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  4. 4. 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 2011 4
  5. 5. Service System Worldview Employees & Stockholders Community Service Customer Provider Service Partners Experience Service System CompetitionSociety Kwan 2011 5
  6. 6. 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 2011 6
  7. 7. Value Co-Creation Through Value Propositions Employees & Value Stockholders Community Value Service Value Customer Provider Value Service Partners Experience Service System Competition Society Kwan 2011 7
  8. 8. Information and Knowledge Managementfor Service Systems Design and Engineering Discovery Conception Operation Design• Service Thinking• System Thinking• Design Thinking Development Engineering• Business Thinking• Engineering Discipline• Development Discipline• Operations Management
  9. 9. Constructing a Value Proposition The Customerhave a lot of VP’s to choose from Kwan 2012 9
  10. 10. Customer Driven Service Value Network Value Proposition Focal Service Customer Relationship Provider Value Value PropositionProposition Provider Service Partner Customer’s Experience Social Network Network Kwan 2012 10
  11. 11. Some Research Questions1. From KPI’s to Value Propositions to Service Level Agreements2. How do you demonstrate to executives that adopting Design Thinking for Service System Design and Engineering will result in better Service Systems?3. What Knowledge and Information should be shared among Service Providers and their Network of Partners in order to ensure quality of service?4. Co-Production Process Quality Management for Service Systems (with Lou Feund)5. Definition and Measurement of Service Productivity Kwan 2012 11
  12. 12. Information and Knowledge Managementfor Service Systems Design and Engineering Stephen, too much thinking! Discovery Conception Operation Design• Service Thinking• System Thinking• Design Thinking Development Engineering• Business Thinking• Engineering Discipline• Development Discipline• Operations Management

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