ibm: service science, management & engineering
DESCRIPTION
Diane Fodell of IBM Global University Programs presents IBM's vision for SSME and resources available from IBM to bring that vision to life.TRANSCRIPT
© 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
6 © 2008 IBM Corporation
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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
7 © 2008 IBM Corporation
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Industry Response: SRII - Service Research & Innovation Initiative
8 © 2009 IBM Corporation
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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
9 © 2009 IBM Corporation
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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
10 © 2009 IBM Corporation
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SSME Resources for Faculty to
Build Courses
11 © 2009 IBM Corporation
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www.ibm.com/university/ssme
12 © 2009 IBM Corporation
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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
13 © 2009 IBM Corporation
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
14 © 2009 IBM Corporation
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
15 © 2009 IBM Corporation
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
16 © 2009 IBM Corporation
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IBM Services Case Studies for Teaching SSME
17 © 2009 IBM Corporation
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Real World Challenges MIT Lecture Series
18 © 2009 IBM Corporation
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Industry Trend Reports for Teaching SSME
In depth reports by industry or by solution on
trends, technologies, and business insights.
19 © 2009 IBM Corporation
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SSME Course Modules
20 © 2009 IBM Corporation
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WW Resources for Learning and Teaching SSME www.ibm.com/university/ssme
21 © 2009 IBM Corporation