From Industrial Engineering to Services Engineering

From Industrial Engineering to Services Engineering Productivity and Growth in the 21 st Century Brett Champlin, President ABPMP

INDUSTRIAL ERA ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

INDUSTRIAL ENGINEERING ,[object Object],[object Object],[object Object],[object Object],[object Object]

ASSESSMENT ,[object Object],[object Object],[object Object]

Opportunity ,[object Object],[object Object],[object Object],[object Object],[object Object]

WHAT IS A SERVICE PROCESS? ,[object Object],[object Object],[object Object],[object Object],[object Object]

Process Classification Framework APQC.ORG

SERVICE TYPES ,[object Object],[object Object],[object Object],Low High Low High Low High People vs. Equipment Focus Front vs. Back Office Amount of Customer Contact Discretion of Front Office Personnel Level of customization Process vs. Product Focus

PROCESS ANALYSIS ,[object Object],[object Object],[object Object],[object Object],[object Object]

DIFFICULT TO MEASURE ,[object Object],[object Object],[object Object],[object Object],[object Object]

INTANGIBILITY ,[object Object],[object Object],[object Object],Low High

HETEROGENEITY ,[object Object],[object Object],[object Object],[object Object],Low High

SIMULTANEITY ,[object Object],[object Object],[object Object],[object Object],Low High

PERISHABILITY ,[object Object],[object Object],[object Object],Low High

DIMENSIONS OF PERFORMANCE ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CHALLENGES ,[object Object],[object Object],[object Object],[object Object],[object Object]

FREQUENT PROBLEMS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

IBM’S SSME ,[object Object],[object Object],[object Object]

RESEARCH THEMES ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Transformation ,[object Object],[object Object],[object Object],[object Object]

A Set of Contracts? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Shyam Sunder, Yale

Complex Adaptive System? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

EXTENDED ENTERPRISE Big Firm Mid-size Firms Small Firms Nirmal Pal, Penn State

What is a Service Process? ,[object Object]

SERVICE VALUE CHAIN? Investigate Receive Purchase Engage Fulfill Transact

[object Object],[object Object]

From Industrial Engineering to Services Engineering Productivity and Growth in the 21 st Century Brett Champlin, President ABPMP [email_address]

From Industrial Engineering to Services Engineering

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