ibm: service science, management & engineering

© 2009 IBM Corporation

Service Science, Managementand Engineering (SSME)

April 2009Global University ProgramsDianne Fodell

© 2005 IBM Corporation2 Innovation and Technology © 2009 IBM Corporation

Nation A %

G%

S%

ServiceGrowth

China 50 15 35 191%

India 60 17 23 28%

U.S. 3 27 70 21%

Indonesia 45 16 39 35%

Brazil 23 24 53 20%

Russia 12 23 65 38%

Japan 5 25 70 40%

Nigeria 70 10 20 30%

Bangladesh 63 11 26 30%

Spain 3.4 30 66 53%

Ten NationsTotal 50% of World Wide Labor

A = Agriculture, G = Goods, S = Services 1980-2005PC Age

2005United States

The largest labor force migration in human history is underway, driven by global

communications, business and technology growth, urbanization and low cost labor

(A) Agriculture:Value from

harvesting nature

(G) Goods:Value from

making products

(S) Services:Value from enhancing the

capabilities of things (customizing, distributing, etc.) and interactions between things

Global Service Economy

International Labor Organization

US Employment History & Trends

© 2009 IBM Corporation3 04/28/2009

Service Education is Interdisciplinary

Need more T-shaped people – both deep and broad

Business and M

anagement

Science and E

ngineering

Econom

ics and Social S

ciences

Math and O

perations Research

Com

puter Science &

Info. System

s

Industrial and System

s Engineering

Business A

nthropology

Organizational C

hange & Learning

© 2009 IBM Corporation4 04/28/2009

Need for Academic Curricula Change: Service Science, Management & Engineering (SSME)

The marketplace requires innovation that combinespeople, technology, value and clients

Business Models &

Processes

Science &

Technology

People&

Culture

SSME

5 © 2008 IBM Corporation

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What Are We Saying? To Universities

– Update your curricula - teach in context around services– Train your students to be more multi-disciplinary with skills in technology, business and

people/culture– Help develop new scientific models and algorithms to improve profitability of services

businesses

To Governments– Fund University research and curricula for Service Science to help your economy and

develop skills for the 21st Century

To Industry Partners– Fund and participate in new Service Innovation Research– Help with University outreach


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University Response More than 250 Universities in 50 countries are

teaching SSME courses

There are 102 degree programs in SSME worldwide

88 Masters degrees, 14 Bachelors39 Technical degrees38 Business degrees25 MIS-type degrees

Numerous SSME Workshops (e.g., Cambridge, GA Tech, Glasgow)

27 Service Research Centers Worldwide


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Industry Response: SRII - Service Research & Innovation Initiative


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Service Research Centers - New in 2008 Bahcesehir and Northeastern (Turkey) Universities

Innovation University: Helsinki University of Technology (HUT)=Design Factory, Helsinki School of Economics HSE)= Service Factory and Helsinki University of Arts and Design (UAD)=Media

India SP Jain Institute for Management SSME Center

Karlsruhe Service Research Center

Shanghai Research Center (Charles King, Pund-IT)

National Tsinghua Institute for Service Science

University of Amsterdam and the VU University Amsterdam will launch one of the first European university centers for service innovation

University Federal de Rio de Janeiro SSME Research Group


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Six New Service Science Books

Service Science, Management and Engineering: Education for the 21st Century; Hefley, Bill; Murphy, Wendy (Eds.) 2008 www.springer.com/business/book/978-0-387-76577-8

Services Science: Fundamentals, Challenges and Future Developments; Stauss, B.; Engelmann, K.; Kremer, A.; Luhn, A. (Eds.) 2008, www.springer.com/business/book/978-3-540-74487-0

Advances in Services Innovations; Spath, Dieter; Fähnrich,

Klaus-Peter (Eds.); 2007, www.springer.com/engineering/production+eng/book/978-3-540-29858-8

Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation, Michael D. Johnson, Anders Gustafsson

New Service Development and Innovation in the New Economy Bo Edvardsson, Anders Gustafsson, Michael D. Johnson, Bodil Sanden

Product Development for the Service Sector: Lessons from Market Leaders by Robert G. Cooper, Scott J. Edgett

http://www.springer.com/business/book/978-0-387-76577-8





http://www.springer.com/engineering/production+eng/book/978-3-540-29858-8

http://www.springer.com/engineering/production+eng/book/978-3-540-29858-8

http://www.amazon.com/exec/obidos/search-handle-url/ref=ntt_athr_dp_sr_1?_encoding=UTF8&search-type=ss&index=books&field-author=Bo Edvardsson



http://www.amazon.com/exec/obidos/search-handle-url/ref=ntt_athr_dp_sr_2?_encoding=UTF8&search-type=ss&index=books&field-author=Anders Gustafsson



http://www.amazon.com/exec/obidos/search-handle-url/ref=ntt_athr_dp_sr_3?_encoding=UTF8&search-type=ss&index=books&field-author=Michael D. Johnson



http://www.amazon.com/exec/obidos/search-handle-url/ref=ntt_athr_dp_sr_4?_encoding=UTF8&search-type=ss&index=books&field-author=Bodil Sanden



http://www.amazon.com/exec/obidos/search-handle-url/ref=ntt_athr_dp_sr_1?_encoding=UTF8&search-type=ss&index=books&field-author=Robert G. Cooper



http://www.amazon.com/exec/obidos/search-handle-url/ref=ntt_athr_dp_sr_2?_encoding=UTF8&search-type=ss&index=books&field-author=Scott J. Edgett




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SSME Resources for Faculty to

Build Courses


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www.ibm.com/university/ssme


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SSME Roadmap for University Faculty1. Learn about Services as a Science

Go to the IBM SSME website www.ibm.com/university/ssme: Recommended reading list SSME-related conferences Course-related linkages

1. Assess what your school is doing now in SSME-related studies and share with IBM and other universities. Identify gaps in curriculum and build SSME curriculum.

1. Collaborate with other Universities who are leaders in SSME research– Berkley, CMU, Stanford, MIT, Oxford, Tsing Hua, NCSU, GA Tech, SJSU

1. Participate in the SSME evolution: Champion efforts to promote SSME Conduct research in various challenge areas Apply for research and new curricula grants from Government and Foundations Build new course curriculum for degree programs Build case studies using IBM customer examples, industry studies and business issues

studies Post SSME curricula and courseware on IBM Academic Initiative website for

collaboration Engage in SSME conferences and events


SSME - Service Science, Management, and EngineeringDiscipline Classification System*

General• SSME Education• Research in SSME• SSME Policy• History of Services• Services Market• Miscellaneous

Service Science• Service Theory• Economics of Services• Mathematical Models of Services• Services as Value Co-Creation Systems• Services as Dynamic Systems• Services as Multi-agent Systems • Services as Customer-Intensive Systems• Service Complexity Theory • Service Innovation Theory• Service Science Education

Service Engineering• Service Operations • Service Optimization • Service Systems Engineering • Service Supply Chains• Service Engineering Management• Service Systems Performance • Service Information Systems• Service Standards

• Service Engineering Education

Service Management• Service Marketing & Communications • Service Operations • Service Management • Service Innovation Management• Service Leadership• Service Quality • Human Resources Management • Customer Relationship Management • Service Accounting• Service Sourcing• Services Law• Globalization of Services• Service Management Education

Human Behavior in Service Systems

• Service Systems Evolution• Behavioral Models of Services• Decision Making in Services• People in Service Systems• Organizational Change in Services• Measurement and Incentive in Services• Customer Psychology

Service Design• Service Design Theory • Service Design Methodology • Service Representation • Aesthetics of Services • Service Design Education

Service Arts Service Arts Theory

Services-Inspired Art

Traditional Service Arts

Contemporary Service Arts

History of Service Arts

Service IndustriesThe Service Industry

Information Services

Business Services

Professional Services

Business Consulting

Customer Relations

Maintenance and Repair

Public Services

Health

Hospitality

Transportation

Retail and Wholesale

Financial

Entertainment

Religious and Spiritual Services

Other Service Industries

* Claudio Pinhanez


IT Services Competencies

IT Systems Architecture Management system architecture Service and component design Service Oriented Architecture Technology governance Architectural methods

Infrastructure Services IT Services Operations IT management system evaluation Performance Management Server administration Backup and restore Storage Event Availability Capacity Facility Network IT Recovery Security

Business IT Strategy Service marketing and sales Service requirements management Service creation Service request management Service Level Attainment Client relationships Portfolio management Customer satisfaction management Service pricing and contract administration IT workforce management Service continuity Project management and service deployment Solution globalization and accessibility Data privacy

Configuration Change Asset Software distribution and license management Electronic inventorySource: Paul Kontogiorgis


IT Services Competencies (Continued)

Service Improvement Incident Problem User contact Product release Risk management Process improvement IT solution test IT service acceptance IT Knowledge Management Capacity Management

On demand IT services IT resource metering Consumption based billing Autonomic IT infrastructure

Advanced Service Oriented Architecture Services integration Security Disaster or business recovery and resiliency Data management IT service research IT service reporting IT infrastructure consolidation IT infrastructure virtualization Business process management Policy based autonomic computing

Source: Paul Kontogiorgis


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IBM Services Case Studies for Teaching SSME


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Real World Challenges MIT Lecture Series


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Industry Trend Reports for Teaching SSME

In depth reports by industry or by solution on

trends, technologies, and business insights.


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SSME Course Modules


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WW Resources for Learning and Teaching SSME www.ibm.com/university/ssme