kwan 2012 research projects topics
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TRANSCRIPT
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]
Presented at the 5th Workshop on Service Systems ScienceTokyo Institute of Technology
February 21-22, 2012
Download these slides at: http://www.slideshare.net/StephenKwan
Current Research Projects
Kwan 2012 2
Kwan 2012 3
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
4Kwan 2011
ServiceExperience
ServiceProvider
Customer
Society
Community
Competition
Partners
Service System
Employees &Stockholders
Service System Worldview
5Kwan 2011
ServiceExperience
ServiceProvider
Customer
Society
Community
Competition
Partners
Employees &Stockholders
Service System Worldview
6
MarketSegmentation
ServiceConceptRealized
CustomerFlow &ServiceDelivery
OperatingStrategy
FacilityLocation& Design
Capacity& Manpower
Planning,Training
CompetitiveStrategy
SocialNetworking
Kwan 2011
Service ManagementFitzsimmons & Fitzsimmons
ServiceExperience
ServiceProvider
Customer
Society
Community
Competition
Partners
Service System
Employees &Stockholders
Value
Value
Governance
Value
7
Value
Value Co-Creation Through Value Propositions
Kwan 2011
Information and Knowledge Managementfor Service Systems Design and Engineering
Conception
Design
EngineeringDevelopment
Operation
Discovery
• Service Thinking• System Thinking• Design Thinking• Business Thinking• Engineering Discipline• Development Discipline• Operations Management
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Constructing a Value Proposition
Metrics
Rules
Schema
Quality
Probability of Success
Costs
Benefits
Service Experience
The Customer have a lot of VP’s
to choose fromR
ecursive
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Customer Driven Service Value Network
Customer’sSocial
Network
Customer
ServiceExperience
ServiceProvider
Value Proposition
FocalRelationship
Value Proposition
Provider PartnerNetwork
Value Proposition
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Some Research Questions
1. From KPI’s to Value Propositions to Service Level Agreements
2. How do you demonstrate to executives that adopting Design Thinking for Service System Design and Engineering will result in better Service Systems?
3. What Knowledge and Information should be shared among Service Providers and their Network of Partners in order to ensure quality of service?
4. Co-Production Process Quality Management for Service Systems (with Lou Feund)
5. Definition and Measurement of Service Productivity
Information and Knowledge Managementfor Service Systems Design and Engineering
Conception
Design
EngineeringDevelopment
Operation
Discovery
• Service Thinking• System Thinking• Design Thinking• Business Thinking• Engineering Discipline• Development Discipline• Operations Management
Stephen, too much thinking!