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Dr. Stephen K. KwanProfessor, Service Science
Management Information SystemsCollege of Business AdministrationSan José State University, CA, USA
http://www.sjsu.edu/ssme
Contact: [email protected]
Introduction to Service Science,Management, Engineering,
and Design (SSMED)
November, 2012
119A Fall 2012
2Kwan 2012
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.
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“Service Science is just ___<name your discipline>____”
OR/IEMS
CS/AIMultiagent Systems
Economics & LawGame Theory
MIS Anthropology& Psychology
OrganizationTheory
A ServiceSystem is Complex
ServiceOperationsMarketing
ManagementQuality
Supply ChainHuman Factors
DesignInnovation
EngineeringSystems
ComputingEconomics
ArtsScience
InformationScience
(i-schools)
GeneralSystemsTheory
Service Science is a Big Tent(for every variety of disciplines)
Kwan 2012
What kinds of skills should a service scientist have? Academic disciplines evolving to combine technology, business, and social-organization
4
Technology
Business
Social-Organizational
5
1
9 2527
14
28
10
26
24
84
1. Information Sci & Sys
2. Service Ops & Mgmt
3. Service Engineering
4. Service Marketing
5. Social Complexity
6. Agent-based comput-ational economics
7. Computational Organization Theory
14. Computer & Information Sciences
15. Human Capital Management (HCM)
16. Organization Theory
17. Operations Research
18. Systems Engineering
19. Management Science
20. Game Theory
21. Industrial Engineering
22. Marketing
23. Managerial Psychology
23
67
11
12
13
1516
17
18
1920
21
22
23
1990-2004
1960-1990
1900-1960
Before 1900
8. Management of Innovation & Tech (MoT)
9. Experimental Economics
10. AI & Games
11. Management of Information Systems
12. Computer Supported Collab. Work (CSCW)
13. Performance Support Systems In Business & Organization
24. Business Administration (MBA)
25. Economics
26. Law
27. Sociology
28. Education
Quick Facts about US Service Sector
The largest labor force migration in human history is underway, driven by global
communications, business and technology growth, urbanization and
regional variations in labor and infrastructure costs and capabilities.
Numeric change in wage-salary employment by industry sector, projected 2004-14(Thousands)
Professional and business service 4566
Healthcare and social assistance 4303
CIA Handbook, International Labor OrganizationNote: Pakistan, Vietnam, and Mexico now larger LF than Germany
42%6433 3 1.4Germany
37%261163 2.1Bangladesh
19%201070 1.6Nigeria
45%6728 5 2.2Japan
64%692110 2.4Russia
61%661420 3.0Brazil
34%391645 3.5Indonesia
23%7623 1 5.1U.S.
35%23176014.4India
142%29224925.7China
40yr Service
Growth
S
%
G
%
A
%
Labor
%
Nation
World’s Large Labor ForcesA = Agriculture, G = Goods, S = Service
20102010
US shift to service jobs
(A) Agriculture:Value from harvesting nature
(G) Goods:Value from making products
(S) Service:Value from enhancing the
capabilities of people and their ability to interconnect and co-create value
Employment Change
Kwan 2012
2011:1.6 17.3 81.1
Estimations based on Porat, M. (1977) Info Economy: Definitions and Measurement
Estimated world (pre-1800) and then U.S. Labor Percentages by Sector
The Origin of Wealthby Eric D. Beinhocker
2M years as hunting clans/bands10K years as farm families200 years as factory workers60 years (so far) as knowledge workers in organizations and now digital networks
The Pursuit of Organizational Intelligence, By James G.March
Service Worlds: Economics and Social ScienceInformation Service – recent growth engine
7
IBM and Services
8http://www-03.ibm.com/press/us/en/attachment/25091.wss?fileId=ATTACH_FILE1&fileName=Podcast%20interview%20with%20SFSU.mp3
IBM and SSME
9
http://www.usnews.com/usnews/edu/grad/articles/brief/gbeng_brief_2.php
10
Over 500 Universities world-wide are engaged
ServiceExperience
ServiceProvider
Customer
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.
Service System Worldview1
11Kwan 2012
ServiceExperience
ServiceProvider
Customer
Society
Community
Competition
Partners
Service System
Employees &Stockholders
Service System Worldview
12Kwan 2012
ServiceExperience
ServiceProvider
Customer
Society
Community
Competition
Partners
Employees &Stockholders
Service System Worldview
13
MarketSegmentation
ServiceConceptRealized
CustomerFlow &ServiceDelivery
OperatingStrategy
FacilityLocation& Design
Capacity& Manpower
Planning,Training
CompetitiveStrategy
SocialNetworking
Kwan 2012
Service ManagementFitzsimmons & Fitzsimmons
ServiceExperience
ServiceProvider
Customer
Society
Community
Competition
Partners
Service System
Employees &Stockholders
Value
Value
Governance
Value
14
Value
Value Co-Creation Through Value Propositions
Kwan 2012
15
InformationTechnology
Platform
Service Provider’s Back Stage Support
BackStage
Processes
FrontStage
ProcessesFront Stage
Service Computing(e.g., SOA)
Service Systems, Computing, and IT Services1
1 Kwan, S. K. & Hefley, B., “Service Systems”, 2008.
ITSM – Management of the Processesand Infrastructure of IT Services
Kwan 2012
Kwan 2012 16
Product / Service Spectrum
Product Service
“Servitization”
“Productization”
Kwan 2012 17
www.servtrans.com
Services Transformation and Innovation Group LLC
What do these have in common?
Kwan 2012 18
Spring 2013 - Elective118S – Service Systems Management
Kwan 2012 18
Service Management, Operattions,Strategy, Information Technology
Fitzsimmons & Fitzsimmons
Henry ChesbroughOpen Services Innovation
TextBooks