Tsring-hua University Workshop File 2 of 2 12/07/12Stephen Kwan
This document presents a lecture by Dr. Stephen K. Kwan on service systems, value propositions, and service innovation. It defines key concepts in service science like service systems and value co-creation. It describes a framework for understanding service systems and stages in customer empowerment. Finally, it discusses how this framework can be used to complement innovation methods and provides examples of applying these concepts to teaching and student projects.
This document provides an overview of a workshop on service design for new faculty and PhD students. The workshop introduces participants to key concepts in service design, including what constitutes a service system, factors to consider when designing services, and various design methods. The workshop also discusses teaching service design and potential areas for future research. The target audience is new faculty, PhD students, and faculty teaching service science and design courses.
Serviceology 2013: Fundamental Concepts and Premises of Service ScienceStephen Kwan
The document discusses the development of Service Science from SSME to including design, art, and public policy. It proposes a set of 10 Fundamental Concepts of Service Science like ecology, entities, and outcomes to facilitate communication across disciplines studying services. A preliminary set of Fundamental Premises is presented to allow reasoning about interactions between the concepts. The developments are reflected upon pioneering work in Service-Dominant Logic and its Fundamental Premises. There is seen to be a convergence between Service Science and Service-Dominant Logic with more work needed in the area of networks and systems.
US and World Trade in Services - ISSIP Economics Community of Interest - 4/30/15Stephen Kwan
This presentation provides an overview of the US service sector and its trade in services with other countries. It discusses that the service sector now employs over 80% of the US workforce and has seen significant employment growth. The US runs a large trade surplus in services, exporting over $700 billion in services annually, with its largest trading partners being Canada, Europe, and Asia. However, global trade talks have stalled and countries are pursuing more bilateral and regional trade agreements to reduce barriers in services.
INFORMS 2014 - The Integration Quality Gap in Service System NetworksStephen Kwan
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.
Measuring Integration Service Quality Gap in A Service System NetworkStephen Kwan
This document discusses service quality gaps that can occur when multiple service providers are involved in fulfilling a customer's service experience. It introduces the concept of an "integration service quality gap" that represents the difference between a customer's expected quality of service and their perceived quality when multiple providers are involved. The document argues that service standards can help reduce this gap by ensuring a consistent level of service across the network of providers. It also discusses how value propositions must be effectively communicated across the network to maintain quality.
Service Science Research and Service Standards DevelopmentStephen Kwan
The document discusses the relationship between service science research and service standardization. It finds that while most existing ISO service standards focus on back-of-house service activities, there is a small increase in standards related to front-of-house activities. Upon analyzing definitions of "service" in standards, the document finds little commonality between how service is defined in standards and concepts in service science. It recommends further research to foster mutual benefits between service science and standards development.
Tsring-hua University Workshop File 2 of 2 12/07/12Stephen Kwan
This document presents a lecture by Dr. Stephen K. Kwan on service systems, value propositions, and service innovation. It defines key concepts in service science like service systems and value co-creation. It describes a framework for understanding service systems and stages in customer empowerment. Finally, it discusses how this framework can be used to complement innovation methods and provides examples of applying these concepts to teaching and student projects.
This document provides an overview of a workshop on service design for new faculty and PhD students. The workshop introduces participants to key concepts in service design, including what constitutes a service system, factors to consider when designing services, and various design methods. The workshop also discusses teaching service design and potential areas for future research. The target audience is new faculty, PhD students, and faculty teaching service science and design courses.
Serviceology 2013: Fundamental Concepts and Premises of Service ScienceStephen Kwan
The document discusses the development of Service Science from SSME to including design, art, and public policy. It proposes a set of 10 Fundamental Concepts of Service Science like ecology, entities, and outcomes to facilitate communication across disciplines studying services. A preliminary set of Fundamental Premises is presented to allow reasoning about interactions between the concepts. The developments are reflected upon pioneering work in Service-Dominant Logic and its Fundamental Premises. There is seen to be a convergence between Service Science and Service-Dominant Logic with more work needed in the area of networks and systems.
US and World Trade in Services - ISSIP Economics Community of Interest - 4/30/15Stephen Kwan
This presentation provides an overview of the US service sector and its trade in services with other countries. It discusses that the service sector now employs over 80% of the US workforce and has seen significant employment growth. The US runs a large trade surplus in services, exporting over $700 billion in services annually, with its largest trading partners being Canada, Europe, and Asia. However, global trade talks have stalled and countries are pursuing more bilateral and regional trade agreements to reduce barriers in services.
INFORMS 2014 - The Integration Quality Gap in Service System NetworksStephen Kwan
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.
Measuring Integration Service Quality Gap in A Service System NetworkStephen Kwan
This document discusses service quality gaps that can occur when multiple service providers are involved in fulfilling a customer's service experience. It introduces the concept of an "integration service quality gap" that represents the difference between a customer's expected quality of service and their perceived quality when multiple providers are involved. The document argues that service standards can help reduce this gap by ensuring a consistent level of service across the network of providers. It also discusses how value propositions must be effectively communicated across the network to maintain quality.
Service Science Research and Service Standards DevelopmentStephen Kwan
The document discusses the relationship between service science research and service standardization. It finds that while most existing ISO service standards focus on back-of-house service activities, there is a small increase in standards related to front-of-house activities. Upon analyzing definitions of "service" in standards, the document finds little commonality between how service is defined in standards and concepts in service science. It recommends further research to foster mutual benefits between service science and standards development.
Service Science Research and Service Standards DevelopmentStephen Kwan
The document presents an overview of service science research and service standards development. It discusses the definitions and functions of standards according to ISO and WTO. It shows data on the increasing importance of the services sector globally. Regarding service standardization, it outlines strategies used by some standards bodies and provides examples of existing service standards from ISO. It also presents preliminary results from an ongoing research project that examines service standards. The research aims to identify dominant functions in existing service standards and compare concepts in standards to those in service science to determine commonalities. Preliminary findings suggest a majority of standards focus on back-stage or enabling aspects of services while interest in front-stage standards is growing.
Using Analogies to Frame a Value PropositionStephen Kwan
The document discusses value proposition framing for services using analogy. It provides examples of analogies such as "pain killers", "vitamins", "beauty cream", "happy pills", "force multiplier", "mess for less", and "life saver" and "relationship saver" that can be used to describe the benefits of services. The document asks the reader to provide their own service examples for each analogy and consider if any services combine multiple analogies. It also prompts the reader to identify which analogy can describe their innovative service project and think of other possible analogies.
Maintaining Consistent Customer Experience in Service System NetworksStephen Kwan
This document discusses maintaining consistent customer experience in service system networks. It proposes a model to align value propositions between service providers and their partners to deliver the promised level and quality of service to customers. The success of service system networks depends on this alignment, otherwise customers may receive dissatisfying service. The document presents scenarios where value propositions can become misaligned, such as in outsourcing and when using channel partners. It proposes decomposing value propositions into components to better understand relationships between initiating and receiving stakeholders across different value dimensions. An outcome-based contracting model is also discussed as a way for service providers to combat commoditization.
Yuan Ze University - Service Design Basics, 12/6/2012Stephen Kwan
The document discusses service design from a modeling perspective that incorporates service thinking, system thinking, design thinking, and business thinking to provide an integrated approach across disciplines in the service design process. It outlines key concepts in service science, service systems, value co-creation, design thinking, and business thinking to demonstrate how an integrated modeling approach can effectively manage information and knowledge from design to engineering of service systems.
Introduction to SSMED for 119A, Nov 2012Stephen Kwan
This document provides an introduction to service science, management, engineering, and design (SSMED). It defines key concepts such as service science, service systems, and value co-creation. It also discusses the growth of the global service sector and gives examples of industries engaging in SSMED. Finally, it outlines a proposed spring 2013 elective course on service systems management.
China and the World: Trade, Innovation and its role in the WTOStephen Kwan
This document discusses China's role in the World Trade Organization and its growing service sector. It provides background on the WTO and China's goals to increase the value of its service sector output. While China has the 4th largest service sector globally, challenges remain such as a lack of intellectual property protections and uneven enforcement of standards. The document also examines issues from global financial crises and stalled trade talks that impact world trade in services.
IJCSS 2012 Work Shop - An MBA Course on Service InnovationStephen Kwan
This document provides an overview of an MBA course on Service Innovation taught by Dr. Stephen K. Kwan at San José State University. The course targets graduate degrees in business administration, management information systems, and supply chain management. It covers topics such as service management, operations, strategy, and information technology. The course incorporates perspectives from fields including systems thinking, design thinking, business thinking, and engineering. It teaches frameworks for service systems modeling and design thinking.
IBM Service Science & Innovation Community of Practice 3/6/2012Stephen Kwan
This document discusses constructing effective value propositions for stakeholders in service system networks. It defines key terms like service science, service systems, and value co-creation. It presents models of service systems as networks and value chains. It also outlines four stages of customer empowerment in value co-creation, from traditional value chains to more collaborative customer-driven networks. Finally, it notes there is a variety of potential value propositions that can address different stakeholder needs.
Interntional Symposium On Service Systems Science 2012 KwanStephen Kwan
This document discusses information and knowledge management for service systems design and engineering. It presents perspectives including service thinking, design thinking, business thinking, and engineering disciplines that can be incorporated into a service system's life cycle from discovery to engineering. These perspectives include concepts like value propositions, service blueprints, and information technology platforms that support service systems.
Dr. Stephen K. Kwan is a professor of service science at San José State University. His current research projects focus on topics related to service systems design and engineering. Some of his research questions examine how to link key performance indicators to value propositions and service level agreements. Another question looks at how to demonstrate to executives that design thinking can improve service system design and engineering. Additional questions explore knowledge sharing among service providers and partners, co-production process quality management, and defining and measuring service productivity.
Japan Institute for Design Promotion, December 21st, 2011, Tokyo, Japan.Stephen Kwan
This presentation discusses service design from a systems perspective, integrating system thinking, design thinking, and business thinking. It defines key concepts in service science like service systems and value co-creation. The presentation outlines a multi-disciplinary approach to service system design incorporating knowledge management. Finally, it examines stages in customer empowerment from traditional value chains to customer-driven service value networks.
This document discusses constructing effective value propositions for stakeholders in service system networks. It begins by introducing service systems and service system networks. It then discusses value co-creation through value propositions and stages in customer empowerment in value co-creation, from value chains to customer-driven service value networks. The document presents a variety of value propositions and how they can be bi-directional. It introduces a Value Proposition Model (VPM) that starts with the service system and provides common and individual/community examples of VPM.
SJSU has several ongoing collaborations with IBM including a memorandum of understanding to establish a Center for Advanced Studies headed by Ronald Mak, an IBM employee and CS professor at SJSU. Students have worked on projects at IBM's Almaden Research Center and SJSU President Mo Qayoumi spoke there. Professors are teaching courses using IBM technologies and partnering with IBMers on research projects.
The document discusses the growing importance of the service sector in the US and global economy. It notes that the service sector currently accounts for over 80% of the US economy and 40% of the world economy. It also discusses how countries that previously had trade surpluses in manufacturing goods are now facing increasing trade deficits in services with the US. The document uses US and WTO data to analyze trends in US trade in services and examines whether countries are employing protectionist measures to create barriers to trade in services, as has been done with other sectors. It provides examples of the growth of the service sector in the economies of countries like China and discusses how trade in services impacts US competitiveness.
Kwan SJSU IES Russian Group 10/26/2011Stephen Kwan
This document discusses service science and introduces some key concepts. It defines service science as the study of service systems, which are complex man-made systems designed to co-create value for stakeholders. The document provides examples of service systems and illustrates the relationships between various entities within a service system, including customers, employees, and partners. It also discusses the core components of a service system and different perspectives for analyzing them.
Stephen Kwan has had a long career in computing, from his early exposure to computers in high school through earning his PhD and working as a professor. He began by learning programming languages like FORTRAN and COBOL. Throughout his career, he has witnessed the transformation of the field from large proprietary systems to today's modular, distributed, and cloud-based systems. Currently, his research focuses on service patterns and service science, which studies service systems and how services are delivered to customers.
Kwan & Muller-Grochs Cambridge Understanding Complex Service Systems Conferen...Stephen Kwan
The document discusses constructing effective value propositions for stakeholders in service system networks. It presents a framework for understanding value propositions through different lenses including service science, systems theory, and stakeholder perspectives. Examples are provided to illustrate how value propositions can be mapped for various types of service systems and networks involving customers, providers, partners and communities.
Kwan & Muller-Gorchs 2011, Constructing Effective Value Propositions for Stak...Stephen Kwan
This document proposes a conceptual model called the Value Proposition Model (VPM) to help construct effective value propositions for stakeholders in service system networks. The VPM considers both the stakeholder and provider perspectives in determining value. It will be useful for developing business models for service systems to ensure stakeholder value systems are considered. The success of a service system depends on taking the stakeholder perspective from the front stage customer interface to the back stage technical implementation. The paper will develop the VPM using the customer as the prime stakeholder and illustrate its applicability with case studies.
Chinese University of Hong Kong Visit 8/2/2011Stephen Kwan
This document provides an overview of service systems, value propositions, and service innovation. It discusses the changing nature of work and global labor forces shifting towards service jobs. Service science is defined as the study of service systems, which are complex systems designed to co-create value through value propositions. Examples of value propositions and service value networks are provided. The stages of customer empowerment in value co-creation are outlined. Innovation is said to reside at the intersection of invention and insight.
Service Science Research and Service Standards DevelopmentStephen Kwan
The document presents an overview of service science research and service standards development. It discusses the definitions and functions of standards according to ISO and WTO. It shows data on the increasing importance of the services sector globally. Regarding service standardization, it outlines strategies used by some standards bodies and provides examples of existing service standards from ISO. It also presents preliminary results from an ongoing research project that examines service standards. The research aims to identify dominant functions in existing service standards and compare concepts in standards to those in service science to determine commonalities. Preliminary findings suggest a majority of standards focus on back-stage or enabling aspects of services while interest in front-stage standards is growing.
Using Analogies to Frame a Value PropositionStephen Kwan
The document discusses value proposition framing for services using analogy. It provides examples of analogies such as "pain killers", "vitamins", "beauty cream", "happy pills", "force multiplier", "mess for less", and "life saver" and "relationship saver" that can be used to describe the benefits of services. The document asks the reader to provide their own service examples for each analogy and consider if any services combine multiple analogies. It also prompts the reader to identify which analogy can describe their innovative service project and think of other possible analogies.
Maintaining Consistent Customer Experience in Service System NetworksStephen Kwan
This document discusses maintaining consistent customer experience in service system networks. It proposes a model to align value propositions between service providers and their partners to deliver the promised level and quality of service to customers. The success of service system networks depends on this alignment, otherwise customers may receive dissatisfying service. The document presents scenarios where value propositions can become misaligned, such as in outsourcing and when using channel partners. It proposes decomposing value propositions into components to better understand relationships between initiating and receiving stakeholders across different value dimensions. An outcome-based contracting model is also discussed as a way for service providers to combat commoditization.
Yuan Ze University - Service Design Basics, 12/6/2012Stephen Kwan
The document discusses service design from a modeling perspective that incorporates service thinking, system thinking, design thinking, and business thinking to provide an integrated approach across disciplines in the service design process. It outlines key concepts in service science, service systems, value co-creation, design thinking, and business thinking to demonstrate how an integrated modeling approach can effectively manage information and knowledge from design to engineering of service systems.
Introduction to SSMED for 119A, Nov 2012Stephen Kwan
This document provides an introduction to service science, management, engineering, and design (SSMED). It defines key concepts such as service science, service systems, and value co-creation. It also discusses the growth of the global service sector and gives examples of industries engaging in SSMED. Finally, it outlines a proposed spring 2013 elective course on service systems management.
China and the World: Trade, Innovation and its role in the WTOStephen Kwan
This document discusses China's role in the World Trade Organization and its growing service sector. It provides background on the WTO and China's goals to increase the value of its service sector output. While China has the 4th largest service sector globally, challenges remain such as a lack of intellectual property protections and uneven enforcement of standards. The document also examines issues from global financial crises and stalled trade talks that impact world trade in services.
IJCSS 2012 Work Shop - An MBA Course on Service InnovationStephen Kwan
This document provides an overview of an MBA course on Service Innovation taught by Dr. Stephen K. Kwan at San José State University. The course targets graduate degrees in business administration, management information systems, and supply chain management. It covers topics such as service management, operations, strategy, and information technology. The course incorporates perspectives from fields including systems thinking, design thinking, business thinking, and engineering. It teaches frameworks for service systems modeling and design thinking.
IBM Service Science & Innovation Community of Practice 3/6/2012Stephen Kwan
This document discusses constructing effective value propositions for stakeholders in service system networks. It defines key terms like service science, service systems, and value co-creation. It presents models of service systems as networks and value chains. It also outlines four stages of customer empowerment in value co-creation, from traditional value chains to more collaborative customer-driven networks. Finally, it notes there is a variety of potential value propositions that can address different stakeholder needs.
Interntional Symposium On Service Systems Science 2012 KwanStephen Kwan
This document discusses information and knowledge management for service systems design and engineering. It presents perspectives including service thinking, design thinking, business thinking, and engineering disciplines that can be incorporated into a service system's life cycle from discovery to engineering. These perspectives include concepts like value propositions, service blueprints, and information technology platforms that support service systems.
Dr. Stephen K. Kwan is a professor of service science at San José State University. His current research projects focus on topics related to service systems design and engineering. Some of his research questions examine how to link key performance indicators to value propositions and service level agreements. Another question looks at how to demonstrate to executives that design thinking can improve service system design and engineering. Additional questions explore knowledge sharing among service providers and partners, co-production process quality management, and defining and measuring service productivity.
Japan Institute for Design Promotion, December 21st, 2011, Tokyo, Japan.Stephen Kwan
This presentation discusses service design from a systems perspective, integrating system thinking, design thinking, and business thinking. It defines key concepts in service science like service systems and value co-creation. The presentation outlines a multi-disciplinary approach to service system design incorporating knowledge management. Finally, it examines stages in customer empowerment from traditional value chains to customer-driven service value networks.
This document discusses constructing effective value propositions for stakeholders in service system networks. It begins by introducing service systems and service system networks. It then discusses value co-creation through value propositions and stages in customer empowerment in value co-creation, from value chains to customer-driven service value networks. The document presents a variety of value propositions and how they can be bi-directional. It introduces a Value Proposition Model (VPM) that starts with the service system and provides common and individual/community examples of VPM.
SJSU has several ongoing collaborations with IBM including a memorandum of understanding to establish a Center for Advanced Studies headed by Ronald Mak, an IBM employee and CS professor at SJSU. Students have worked on projects at IBM's Almaden Research Center and SJSU President Mo Qayoumi spoke there. Professors are teaching courses using IBM technologies and partnering with IBMers on research projects.
The document discusses the growing importance of the service sector in the US and global economy. It notes that the service sector currently accounts for over 80% of the US economy and 40% of the world economy. It also discusses how countries that previously had trade surpluses in manufacturing goods are now facing increasing trade deficits in services with the US. The document uses US and WTO data to analyze trends in US trade in services and examines whether countries are employing protectionist measures to create barriers to trade in services, as has been done with other sectors. It provides examples of the growth of the service sector in the economies of countries like China and discusses how trade in services impacts US competitiveness.
Kwan SJSU IES Russian Group 10/26/2011Stephen Kwan
This document discusses service science and introduces some key concepts. It defines service science as the study of service systems, which are complex man-made systems designed to co-create value for stakeholders. The document provides examples of service systems and illustrates the relationships between various entities within a service system, including customers, employees, and partners. It also discusses the core components of a service system and different perspectives for analyzing them.
Stephen Kwan has had a long career in computing, from his early exposure to computers in high school through earning his PhD and working as a professor. He began by learning programming languages like FORTRAN and COBOL. Throughout his career, he has witnessed the transformation of the field from large proprietary systems to today's modular, distributed, and cloud-based systems. Currently, his research focuses on service patterns and service science, which studies service systems and how services are delivered to customers.
Kwan & Muller-Grochs Cambridge Understanding Complex Service Systems Conferen...Stephen Kwan
The document discusses constructing effective value propositions for stakeholders in service system networks. It presents a framework for understanding value propositions through different lenses including service science, systems theory, and stakeholder perspectives. Examples are provided to illustrate how value propositions can be mapped for various types of service systems and networks involving customers, providers, partners and communities.
Kwan & Muller-Gorchs 2011, Constructing Effective Value Propositions for Stak...Stephen Kwan
This document proposes a conceptual model called the Value Proposition Model (VPM) to help construct effective value propositions for stakeholders in service system networks. The VPM considers both the stakeholder and provider perspectives in determining value. It will be useful for developing business models for service systems to ensure stakeholder value systems are considered. The success of a service system depends on taking the stakeholder perspective from the front stage customer interface to the back stage technical implementation. The paper will develop the VPM using the customer as the prime stakeholder and illustrate its applicability with case studies.
Chinese University of Hong Kong Visit 8/2/2011Stephen Kwan
This document provides an overview of service systems, value propositions, and service innovation. It discusses the changing nature of work and global labor forces shifting towards service jobs. Service science is defined as the study of service systems, which are complex systems designed to co-create value through value propositions. Examples of value propositions and service value networks are provided. The stages of customer empowerment in value co-creation are outlined. Innovation is said to reside at the intersection of invention and insight.
Tsing-hua University Workshop 12/07/12 File 1 of 2
1. Framework and Method
for Service Innovation Workshop
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 National Tsing-hua University
December 7th, 2012, Taiwan
Download these slides at: http://www.slideshare.net/StephenKwan
Kwan 2012 1
6. Service Innovation Workshop
This hands-on workshop is designed to provide participants a
Framework of Service Systems and a method to develop ideas
for Service Innovation. The Framework incorporates service
provider, customer, service experience and their relationship
with various stakeholders in the economic environment of
Service Systems. A fundamental tenet of the Framework is the
importance of value co-creation by means of a variety of value
propositions among the stakeholders from simple Service
Systems to complex Service Value Networks. Participants will
work in teams using the Framework with a set of tools on an
exercise to develop Perspectives, identify Opportunities, and
formulate Solutions in creating an Innovative Service System.
Kwan 2012 6
7. Team Exercise using the Foresight& Innovation Tools
from
Products made in “-------”
Services made in “-------”
Export of Services
Kwan 2012 7
8. Different Types of Trade in Services
Modes of TradeSome Examples
Cross Border Trade Software, Insurance, telediagnosis
from country B into A
Consumption Abroad A’s residents obtain education or
hospital treatment in B
Commercial Presence Bank, telecommunications firm,
hospital from B set up subsidiary in A.
Movement of Natural Persons Engineers, doctors from B provide
services in A
Adapted from WTO definitions
Kwan 2012 8
9. New leadership in China
Trade growth for Taiwan?
Increase in Tourism?
Increase in Tourism?
Open Real Estate Market?
Taiwan’s export of consumer
electronics depends on US and EU
Trade and Investment
with China is limited
So, what is next?
Kwan 2012 9
10. Our Neighbor at TechMart in Santa Clara
& Services
??
Kwan 2012 10