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Service providers often have to construct networks of partners to fulfill service obligations to customers. We introduce an integration service quality gap that represents the difference between customer service quality expectation and perceived service quality in his service journey in a service system network. The integration service quality gap is incorporated with traditional service quality gaps to form a more complete treatment of service quality metrics in such an environment.
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Palestra feita em vários clientes estratégicos abordando processo de inovação na IBM e as tendências tecnológicas para os próximos anos. Mostra diversas formas da IBM obter insights que apontem as tendências e daí desenhar suas estratégias futuras.
The curriculum and strategy of the Temple University, Fox School of Business, Department of Management Information Systems, Bachelor of Business Administration (BBA) major in Management Information Systems (MIS)
Mike Herd has been the Executive Director of the Sussex Innovation Centre for over 15 years, during which time he has supported the start-up, growth and in many cases successful Exit of hundreds of new technology businesses. The Centre has won many awards and is used nationally and internationally as an example of best practice in how to support entrepreneurs. As well as supporting local new businesses, Mike also now leads on the commercialisation of research at the University of Sussex.
Covering all technology areas from digital media through environmental technology to new medical devices, Mike will use real company examples to illustrate the ethos, structure, working models and successes of the Sussex Innovation Centre.
Presentation to the 1st year students in Faculty of Science, Engineering and Technology in University Tunku Abdul Rahman (UTAR), Kampar Campus, Malaysia.
Main Content:
1. Statistics of ICT job market in Malaysia.
2. 10 commandments for success in ICT career
Today's Top "RESTful" Services and Why They Are Not RESTfulDominik Renzel
Presentation of WISE 12 Paper "Today's Top "RESTful" Services and Why They Are Not RESTful" (Renzel, Schlebusch, Klamma)
Abstract: Since Fielding's seminal contribution on the REST architecture style in 2000, the so-called class of RESTful services has taken off to challenge previously existing Web services. Several books have since then emerged, providing a set of valuable guidelines and design principles for the development of truly RESTful services. However, today's most popular "RESTful" services adopt only few of these guidelines, resulting in overburdening developers integrating multiple services in mashup applications. In this paper we present an in-depth analysis for the top 20 RESTful services listed on programmableweb.com against 17 RESTful service design criteria found in literature. Results provide evidence that hardly any of the services claiming to be RESTful is truly RESTful, probably due to the lack of rigidness and ease-of-use of currently available decision criteria. To improve the situation, we provide recommendations for various stakeholder groups.
Full Paper: http://www.springerlink.com/index/42307200X642M240.pdf
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Introduction to SSMED for 119A, Nov 2012
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. A Framework for Service Science and Some Research Challenges
Some Definitions
Service 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 to
improve the quality of life by co-creating value through value
propositions 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. Service Science is a Big Tent Service
(for every variety of disciplines) Operations
“
Marketing
Service Science is just ___<name your discipline>____” Management
Quality
Supply Chain
General Human Factors
Systems 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. 1. Information Sci & Sys 1990-2004 14. Computer &
1900-1960
2. Service Ops & Mgmt Technology Information Sciences
3. Service Engineering 15. Human Capital
Management (HCM)
4. Service Marketing
16. Organization Theory
5. Social Complexity 14 17. Operations Research
6. Agent-based comput-
18. Systems Engineering
ational economics 28
7. Computational
21 18 19. Management Science
Organization Theory 10
20. Game Theory
3 11
8. Management of 5 21. Industrial Engineering
Innovation & Tech (MoT) 13 2
7 1 8 17 22. Marketing
9. Experimental 6
Economics 12 4 23. Managerial
15 Psychology
10. AI & Games
16 27 9 25 22 24. Business
11. Management of 24 Administration (MBA)
Information Systems
23 19 Business 25. Economics
12. Computer Supported 20
Collab. Work (CSCW) 26. Law
Social- 26
13. Performance Support 27. Sociology
Systems In Business & Organizational
Before 1900 28. Education
Organization
1960-1990
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 Organization
Note: 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. 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.
Beinhocker
2M years as hunting clans/bands
10K years as farm families
200 years as factory workers
60 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
11. Service System Worldview1
Service
Customer
Provider
Service
Experience
A Service System and Its Entities
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 12
12. Service System Worldview
Employees &
Stockholders
Community
Service
Customer
Provider
Service
Partners
Experience
Service System Competition
Society
Kwan 2012 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
Social
Networking Competition
Competitive
Market Customer Service Strategy
Society Segmentation Flow & Concept Operating
Service Realized Strategy
Delivery
Kwan 2012 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. Service Systems, Computing, and IT Services1
Service Provider’s Back Stage Support
Back
Stage
Processes
Information
Technology
Platform
Front
Stage
Front 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. Product / Service Spectrum
Product Service
“Servitization”
“Productization”
Kwan 2012 17
17. What do these have in common?
Services Transformation and Innovation Group LLC www.servtrans.com
18
Kwan 2012
18. Spring 2013 - Elective
118S – Service Systems Management
Text
Books
Service Management, Operattions,
Strategy, Information Technology Henry Chesbrough
Fitzsimmons & Fitzsimmons Open Services Innovation
Kwan 2012 19
Editor's Notes
Agriculture includes agriculture, forestry, hunting, and fishing. Industry includes manufacturing, mining, and construction. Services includes transportation, communication, public utilities, trade, finance, public administration, private household services, and miscellaneous services. For Spain, BLS estimates of sectoral employment are not available. See employment section of definitions page in this report for definitions.Bureauof Labor Statistics