key competences of service / service system innovation
DESCRIPTION
Key competences of Service / Service System innovation. Murphy&Spohrer approach Project DELLIISS S-R-O-D Scheme. Topics. Wendy Murphy and Jim Spohrer approach New curriculum evaluation Project DELLIISS deliverables New profession definition S-R-O-D scheme - PowerPoint PPT PresentationTRANSCRIPT
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Key competences of Service / Service System
innovation
Murphy&Spohrer approach
Project DELLIISS
S-R-O-D Scheme
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Topics
• Wendy Murphy and Jim Spohrer approach– New curriculum evaluation
• Project DELLIISS deliverables– New profession definition
• S-R-O-D scheme– One possible way to understand in contexts
• GTM and the consequences– …
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“T-shape” professional revised
Many disciplines(Understanding & communications)
Many systems(Understanding & communications)
Deep in at least one system
(Ana
lytic thinking &
problem solving)
Deep in at least one discipline
(Ana
lytic thinking &
problem solving)
Many team-oriented service projects completed(Resume: outcomes, accomplishments & awards)
Wendy Murphy & Jim Spohrer:(Summer, 2010)
Proposed Guidelines for Evaluating a Service Science Master’s Program
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What is a Service Science Masters program?
“A Service Science Master’s degree is an advanced degree in any discipline and service system which is grounded in a single discipline (such as engineering or business) while also developing the students’ ability to understand and communicate across / among multiple disciplines.”
Wendy Murphy & Jim Spohrer:(Summer, 2010)
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Service context
• The program overall must be multi-disciplinary. • It must provide an integrated educational
experience in a context of Services that develops the ability of graduates to apply pertinent knowledge to solving problems working across / among multiple disciplines and service systems.
• The notion of value-cocreation is important to cover as well as using cases and examples about services.
Wendy Murphy & Jim Spohrer:(Summer, 2010)
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Program outcomes
• Professional skills
• Attitudes
• Disciplinary field and Service System
Wendy Murphy & Jim Spohrer:(Summer, 2010)
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Professional skills
Graduates have:• an ability to function effectively and lead multi-cultural
and virtual teams • an ability to work within a project management structure
and contribute to business case-based decision making • an ability to understand professional, corporate, ethical
and social responsibilities• an ability to use multiple communications mechanisms;
to plan, organize, prepare, and deliver effective reports in written, oral, and other formats
• an ability to utilize the appropriate literature and use it as a principal means of research and staying current in the disciplines
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Attitudes
• a recognition of the value of collaboration and the ability to collaborate
• a recognition of the need for, and an ability to engage in lifelong learning
• a respect for diversity and a knowledge of contemporary professional, societal and global issues
• a commitment to quality, timeliness, continuous improvement and innovation
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Disciplinary field and Service System
Graduates are able to • apply masters level knowledge to be able
to understand and communicate across / among the areas of technology, people and business
• apply masters level knowledge to demonstrate analytic thinking and problem solving within one discipline and for one or more system
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Service System revised definition
• A system is a set of entities involved in relationships and interactions.
• We think of service systems as dynamic human centered value co-creation systems.
• These are “real world application” of disciplines. • Every day nearly every person is a customer
explicitly or implicitly of the following groups of systems:– Systems that meet routine daily needs for everyone
(moving material, energy, information) – Systems for people's life planning (places and life-styles
services) – Systems for governing (public services, rules and
policies)
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What are the 3 pillars of modern society?
TECHNOLOGYPEOPLE BUSINESS
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Depth for disciplines
The SSME program should • Cover any three (or more) of the disciplines
below; including one (minimum) from each of the groups: technology, people and business in order to enable students to understand and communicate across / among disciplines and systems
• Enable students to solve problems and demonstrate analytic thinking in one discipline (and for at least one system)
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Technology
• Computer science
• Information science
• Decision science, data mining & analysis
• Systems engineering
• Systems science
• Other engineering
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People
• Government, political science, law, sociology, ethics
• Human factors engineering
• Organizational science, leadership
• Psychology, cognitive science
• Learning science, strategy
• Service marketing, behavioral science
Connection to BUSINESS dimension
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Business
• Innovation management• Project management• Service design• Service operations• Business management, process
management, service management• Economics, finance• Ethics
Connection to PEOPLE dimension
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Service Science Masters Program
TECHNOLOGYPEOPLE BUSINESS
• Integration of competences• Understanding/communication cross disciplines• Understanding/communication cross systems• Deepnes of competences in at least one
discipline• Deepnes of competences in at least one system
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DEsigning Lifelong Learning for Innovation in Information Services Science
This project has been funded with support from the European Commission
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‘Engineer of Innovation in Service Systems’ key competences:
EISS
Periscopic Competences
Promotion of InnovationCompetences
Service DesignCompetences
PPMCompetences
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S-R-O-D (a possible thinking pattern to be
usable in Service Systems)
• Toward Effectiveness, Efficiency, Sustainability
• How to apply the holistic approach• How to see the connections
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S-R-O-D
• See
• Recognize
• Organize
• Do
Someone sees nothing, someone sees lot of connections …
“To recognize” is not the same as “to see”; this
depends on the history of your attention distribution
To be able to DO somethingneeds to be prepared. Preparation is about
organization of agents.
Well prepared=organized set of agents can reach E-E-S
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One possible way …
• … based on indeed rational approach
• Not the only one way; there exists lot of other possibilities
• Buddha said: This is my way. You can find your own way. Or, you can follow me. This depends on you.
• My offer is S-R-O-D
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Premise-Question-Proposal
• (basic premise) Enactive perception- how the attention directs our perception
• (question) How to describe a game? The game of agents, processes, and events.
• (proposal) Diamonds of World understanding and manipulating– Playground: Diamond of Attention Focusing– Execution rules: Diamond of Cognitive
Elements– Players organization: Diamond of Organization– Actions: (3-d) Diamond of Predictive Behavior
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Playground: Diamond of Attention Focusing
See /
Perceive !
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03
0402
01
PR1
R4R2
R3
Operation
RuleCategory
Connection
Object
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Execution rules: Diamond of Cognitive Elements
Recognize patterns /
Warn !!
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manif2ci
base
manif2context
ci2category
ci2item
r4
r2 r3
r1
Manifestation
CI-connection ContextItem
Category
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Player’s organization: Diamond of organization
Organize /
Prepare for Action !!!
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Action: Diamond of Predictive
Behavior
Do something to survive / Act in the World (the real one, or
the cyberspace) !!!!
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19 r05
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Model
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Goal
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S-R-O-D
Approach to the life
Approach to Service Systems
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03
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Model
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Goal
ContextUse-case Requirement
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Concluding Comments
• Do not be an ape trying to do what others do, only!
• Success in Service Economy is based on personal investment.
• A Triple Imperative is: E-E-S– Effectivity– Efficiency– Sustainability
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Ethic in this endeavor
• Pragmatic real-life perspective
• GTM
• (Draw it on the blackboard)
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Pragmatic real-life perspective
Birth Death
To Give
To Take
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The Give-Take Matrix (GTM)
Beggar
Thief
Charity
Stupidity
Trade
Trade Competitiongame with zero sum
IGive
IGive
ITake
ITake
Co-operationadded value
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Recommendation
• Read, read, read
• Studying other faculty you have to read …
• … the custom not to read is incompetent
• Without investing your time, effort, money you will be nothing …
• Ape-like creatures trying to steal value created by those investing …
• Non-applicable figurines …