The document discusses scaling excellence in service systems. It notes that service systems involve stakeholders, technology, shared information, and organizations connected through value propositions. Scaling service systems requires investment in roadmaps for smarter buildings, universities, and cities. A service science perspective considers the evolving ecology of entities within service systems, how value is co-created, and how capabilities are elevated. Cognitive systems and cognitive assistants can help scale service innovation excellence and close the skills gap between knowing and doing.

2. Reflecting on Sutton’s “Scaling Excellence”
Jim Spohrer, IBM
Director, Global University Programs (GUP) and Cognitive Systems Institute Group (CSIG)
Frontiers in Service, Saturday July 11, 2015
http://www.slideshare.net/spohrer/Frontiers_Sutton_Spohrer_20150711_v2
7/11/2015
© IBM 2015, IBM UPward - University
Programs Worldwide accelerating regional
development
2

7. 7
Moore’s-Like Law for
Scaling Smart Service Systems
Computational System
Smarter Technology
Requires investment roadmap
Service Systems: Stakeholders & Resources
1. People
2. Technology
3. Shared Information
4. Organizations
connected by win-win value propositions
Smarter Buildings, Universities, Cities
Requires investment roadmap

8. What $1000 buys
7/11/2015
© IBM 2015, IBM Upward University
Programs Worldwide accelerating regional
development
8

9. In Summary
7/11/2015
© IBM 2015, IBM Upward University
Programs Worldwide accelerating regional
development
9
“A service science
perspective considers
the evolving ecology of
service system entities,
value co-creation and
capability co-elevation
Interactions, their
capabilities, constraints,
rights, and responsibilities.
Cognitive Systems
Entities
Service
Systems
Entities Cognitive
Assistants
Rights &
Responsibilities

10. Helping individuals and organizations
scale service innovation excellence,
and close “knowing - doing” skills gap

11. People:
From I to T-shape and Beyond!
7/11/2015
© IBM 2013 IBM University Programs
worldwide accelerating regional
development (IBM UPward)
11
Many disciplines
Many sectors
Many regions/cultures
(understanding & communications)
Deepinonesector
Deepinoneregion/culture
Deepinonediscipline

12. IBM in Silicon Valley:
From Punch Cards….
7/11/2015
© IBM 2015, IBM Upward University
Programs Worldwide accelerating regional
development
12
On August 22, 1943, 105 men, women and children,
among them 43 IBM employees, alighted from a
special train that carried them across the continent
to establish new homes and the new IBM Card
Manufacturing Plant Number 5 at 16th and St. John
Streets, San Jose, CA.

13. 7/11/2015
© IBM 2015, IBM Upward University
Programs Worldwide accelerating regional
development
13

14. IBM in Silicon Valley:
To Brain Chips….
7/11/2015
© IBM 2015, IBM Upward University
Programs Worldwide accelerating regional
development
14

17. Reminders
• Photo Contest
• Survey
• Drought
• Personal Belongings
• Drop Box -http://bit.ly/1DYwGxy
– Session Updates (next slide)
– Abstracts & Bio
• Happy Hour (today at 5pm)
• Thanks for attending, and have fun!

18. New Sessions
(Drop Box -http://bit.ly/1DYwGxy )
• 13-1 Aly Megahed (Chair: Nasr)
– Win Prediction for IT Service Contracts
• 13-7 Francesca Sorgente (Chair: Spohrer)
– A Service-Based Framework for Personal Time
Management in Smart Cities
• 14-6 Hamid Motahari (Chair: Hottum)
– Service Lifecycle Analytics: From Data Analytics to
Cognitive Computing to support Service
Excellence

19. #frontiersinservice

20. Survey

21. Two More Venue Reminders:
Drought
Personal Belongings

22. DropBox

23. <Happy Hour 5pm>

27. Helping organizations close the gap
for service innovation skills

33. Helping organizations close
their service innovation
skills gap