san josé state university 1 introduction to service science, management, engineering, and design...

San José State University

1

Introduction toService Science, Management,

Engineering, and Design (SSMED)

9-2011

Stephen K. Kwan, Ph.D.Professor, Service Science, MIS

College of Business

[email protected]

http://creativecommons.org/licenses/by-nc-sa/3.0/us/

http://creativecommons.org/licenses/by-nc-sa/3.0/us/


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What is SSME?(Services Sciences, Management, and Engineering)

• The application of scientific, management, and engineering disciplines to tasks that one organization beneficially performs for and with another (‘services’)

• Science is a way to create knowledge

• Engineering is a way to apply knowledge and create new value

• Business Model is a way to apply knowledge and capture value

• Management improves the process of creating and capturing value


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.

Some Definitions

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


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What kinds of skills should a service scientist have? Academic disciplines evolving to combine technology,

business, and social-organization

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


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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

2009

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.

(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

Changing nature of work - away from farms and factories…

Employment Change

Numeric change in wage-salary employment by industry sector, projected 2004-14(Thousands)

Professional and business service 4566

Healthcare and social assistance 4303

cf. Figure 1.2 in text


0

20

40

60

80

100

120

Services (Info)

Services (Other)

Industry (Goods)

Agriculture

Hunter-Gatherer

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

Service Worlds: Economics and Social ScienceInformation services is where recent growth is

The Pursuit of Organizational Intelligence, By James G.March

http://www.cso.edu/ancien_site/march_portrait.jpg


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10http://www-03.ibm.com/press/us/en/attachment/25091.wss?fileId=ATTACH_FILE1&fileName=Podcast%20interview%20with%20SFSU.mp3


11http://www.usnews.com/usnews/edu/grad/articles/brief/gbeng_brief_2.php


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In its 11th Five-Year Plan, China had targeted an increase of the service sector’s output to 43.3% of GDP by 2010, up from 40.3% in 2005

China - Innovation in Modern Services

In its 12th Five-Year Plan, China had targeted an increase of the service sector’s value-added

output to 47.3% of GDP by 2015, up 4%.


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Barriers for Trade in Services?re: Page 7 in text


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“America Competes Act”Public Law 110-69 110th Congress

“To invest in innovation through research and development,and to improve the competitiveness of the United States.”

SEC. 1005. STUDY OF SERVICE SCIENCE. (a) Sense of Congress.--It is the sense of Congress that, in order to strengthen the competitiveness of United States enterprises and institutions and toprepare the people of the United States for high-wage, high-skill employment, the Federal Government should better understand and respond strategically to the emerging management and learning disciplineknown as service science. (b) Study. No later than 1 year after the date of the enactment of thisof Sciences, conduct a study and report to Congress on how the Federal Government should support, through research, education, and training, the emerging management and learning discipline known as service science. (c) Outside Resources.--In conducting the study under subsection (b), the NationalAcademy of Sciences shall consult with leaders from 2- and 4-year institutions of higher education, as defined in section 101(a) of the Higher Education Act of 1965 (20 U.S.C. 1001(a)), leaders from corporations, and other relevant parties. (d) Service Science Defined.--In this section, the term“service science” means curricula, training, and research programs [[Page 121 STAT. 578]]that are designed to teach individuals to apply scientific, engineering, and management disciplines that integrate elements of computer science, operations research, industrial engineering, business Strategy, management sciences, and social and legal sciences, in order to encourage innovation in how organizations create value for customers and shareholders that could not be achieved through such disciplines working in isolation.

http://thomas.loc.gov/cgi-bin/bdquery/z?d110:HR02272:@@@T

The Law


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17

http://www.ifm.eng.cam.ac.uk/ssme


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ServiceInnovation

EnterprisesGovernment

Academ

ia


19

Over 200 Universities world-wide are engaged


20http://www.sjsu.edu/ssme/


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In-depth knowledge of a specific discipline

Complex Communications Across FieldsAcross industriesAcross cultures

Across functionsAcross disciplines

=More experienced

More adaptiveMore collaborative

BroadenWith

SSMEEducational

program

“We need to hire more T people!”Industry says:

“We need to hire more T faculty!”Academia says:

DevelopNew

Knowledgewith

SSMEResearch

Based on slides byJean Paul Jacob

of IBM


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CaseStudy


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Current Goals:

• Develop a Service Systems Design Lab to support the

SSME Curriculum and Faculty Research –

with Physical, Simulated , & Virtual environments• Collaborate with NSF, industry and university partners in

implementing the concept

Create a Consortium of Universities who are interested in

implementing a Service Systems Design Lab Network• Create and share a repository of Curriculum and Lab

materials• Disseminate the experience to other universities

san josé state university 1 introduction to service science, management, engineering, and design...

Documents

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management science

systems engineering

study of service systems

service marketing

service scientist

service sector

knowledge engineering