Agenda Service from Future2 3 (Daniel Bell) 4 - /5 6 7 Why? 8
Service Science, Management and Engineering SSME) IBM (2004)9 IBM
1950 Computer Science GDP 60~70%10 11 12 13 14 15 16 (service)
(servant)(servitude)(servus) 1948121017 18 (B. Joseph Pine) () 19
20 , 200821 WW=,A = , G = , S = % WW %A %G%S 21.0 50 1535 17.0 60
1723 4.832770 3.945 1639 3.023 2453 2.512 2365 2.452570 2.270
10202.263 1126 1.43336422IBM, 2004 IBM Saleforces.com
(Cloud)2004Palmisano Report tekes IT Enabling Service 2006
Ecommerce SSME Fraunhofer15 Cranfield 23 IBM Instrumented,
Interconnected, Intelligent Lets build a Smarter Planet. IBM If we
are going to build a smarter planet, lets start by building smarter
cities CityForward.org Universities are major employers in cities
and key to urban sustainability. Coalition of USU Cities learning
from cities learning from cities. Fundacion Metropoli The future is
already here It is just not evenly distributed. Gibson The best way
to predict the future is to create/invent it. Moliere/Kay
Real-world problems may not respect discipline boundaries. Popper
Todays problems may come from yesterdays solutions. Senge History
is a race between education and catastrophe. H.G. Wells Dr. James
(Jim) C. Spohrer The future is born in universities. Kurilov For:
AMA ServSIG Think global, act local. GeddesJune 18, 201024 IBM in
China 2005IBM 200611IBM 40 2008 ICSS 50 IBM UTP 4 25 cont. IBM in
China IBM UTP(University Training Program) 40 50 4 IT
2008ICSS(International Conference on Service Science)14010 26 :4027
28 in Service 96 96 S3TW 2005 2006 20072008 20092010 29 SSME
Discipline SSME Education SSME Research 30 SSME Discipline31 Whats
SSME DISCIPLINE? Legitimizing SSME in academia: SSME-lets not
forget about customers and revenue Critical considerations and
Psychology of the experience: the missing link in essential actions
service science Holistic trinity of services Challenges of
industrial service business sciences: management, social,
development and engineering sciences Art of service: Drawing the
arts to inform service design and specification SSME, operations
research and Service Science, Management and Engineering: A
education way of Managing Sociotechnical Systems A designers view
of SSME The service-dominant mindset An Integrated Approach to
service innovation A Research based educational initiative: the
institute for international services innovation at trinity college
Dublin Actionable Process theories: A unique Selling Proposition
for a science of services Quality system management and education
in service environments A service Logic for Service Science
Defining the Research Agenda: Technology Management as a
Contributor to Service Sciences, Management and Engineering 32 33
SSME 34 / 35 36 37 38 1 239 cont. G-D to S-D Gaps Mode 40 SWOT
Strengths Weaknesses IBM Opportunities Threats SSME ICT 41 SSME
Education42 SDA Bocconi, ItalyUniversity of Pavia, ItalyUniversity
of Crete, GreeceUniversity of Porto, PortugalUniversiteit Van
Amsterdam, Netherlands Council of Graduate SchoolsMichigan
Technological UniversityNC State UniversityVirginia TechFlorida
A&M UniversityPace UniversityRochester Institute of
TechnologyCarnegie Mellon UniversityMassachusetts Institute of
Technology Bejing Tsinghua UniversityHarbin Institute of
TechnologyIBM, 200743 Service Management Service Systems
Engineering SSME ICT 44 SDA Bocconi Assessing Gaps and
Opportunities ICT 1)IT 2)3) 45 (CGS) 47013 CGS(PFF) (PSM) GSMPSM
(2003) 1) 2) 3) (CGS)(PFF)(PSM)(the Ph. D. Completion
Project)(Responsible Conduct of Research Initiatives)46 for Service
Systems Engineering 20039 (SSE) SSE 8 1) 2) 3) 4) 5) 6) 7) 8) 47
cont. CategoryCharacteristics Analysis Skills Problem
SolvingEconomic Decision AnalysisRisk AnalysisCost
EstimatingProbability & Statistics Interpersonal
IssuesProfessional ResponsibilityVerbal SkillsLeadership Technical
WritingFacilitator SkillsTeam Building Business Management Project
CostingBusiness PlanningChange Management Service Processes
Performance MeasurementFlowchartingWork Task Breakdown Operation of
Service SystemsProcess Evaluation & ImprovementQuality
ImprovementCustomer RelationsRisk Management Management of Service
Systems SchedulingBudgetingMIS48 for SSME with IBM MBA 49 Service
Science to the College of Business DSSOM (SQI) MBA3 50 for Service
Science and Technology 15627826 4 IBM IT service IT 51 SSME
Research 52 B2C B2B P W C 53 DISCO! (Discover) (Instantiation )
(Score) (Choreography) (Orchestration) (Bang or !)54 Healthcare P
WC X U=U(P, W, C, X)55 56 cont. 57 58 How to Solve it? (Poly)
Integrating Services Composition of Large Programs and Applications
59 1. What skills does a person have? 1. What are the groups within
the organization? 2. What options exist to add a particular skill
to 2. What individuals are within a given group? a person?3. What
are the hierarchical relationships between 3. What is the
probability that this person will subgroups in the group? leave
within the next year?4. What groups and subgroups does as
individual 4. What is the cost/hour for this person?belong to? 5.
What is the revenue/hour for this person in 5. How are groups and
subgroups defined by each of their qualified skill sets?geography?
6. How long would it take and how much would 6. For a given
engagement, what groups provide the it cost to train a particular
C++necessary skill sets and are also programmer to become a Java
programmer?closest?60 cont.61 Service Experience Engineering62 63
SEE FIND InnoNetDesign Lab Demo Kit 64 Maslow (1970)65 FIND 66 1.
2. 1. 2. 1. 2. 1. 2. 1. 2. /Blackwell, et al. 200167 (Technology
Foresight) (Technology Forecasting)68 FIND 69 InnoNet 70 71
InnoNet72 InnoNet 73 Design Lab (Proof of Concept) (Proof of
Service) (Proof of Business) 74 RFID75 Design Lab 76 Web 2.0 Web
2.0 Web 2.0 77 78 Case: 79 Case cont. 80 Case cont. Everyday I
Drive Report 81 Case cont. 82 Service from Future83 2010-2015 The
World Goes Online Devices: Smart phones, $100 PCs, Web 2.0/3.0,
wall monitors/TVs, digital convergence Infrastructure: Faster BB
and wireless, utility/cloud computing, intelligent networks, GPS,
language translation, speech recognition, etc. E-Commerce
E-businesses reaches 30% take-off adoption levels Global Brain:
Half the world joins the Internet Next 35 yr Upcycle: About 2015 -
2050 Source: W. Halal 200884 Forecast: Job Titles of Tomorrow Most
new jobs will come in problem areas ripe forfresh solutions,
e.g.,1. the Older Person businesses,2. the Alternative Energy
businesses,3. the Wellness businesses,4. the Creativity Promotion
businesses,5. the Travel and Tourism businesses, and,6.
Nanotechnology. Source: James Canton, The Extreme Future. 2006.
P.10985 Top Jobs by 2020 Artists, Writers, Poets Global Headhunters
Knowledge Management Advisors Nano-Bio Entrepreneurs On-Demand
Supply-Chain Designers86 87 88 The Three Great Transport
Revolutions 1800s Steamship and Railway Transport Goods 1900s
Automobile and Airplane Transport People 2000s Communications
Technology Transport Knowledge89 90 Thank youand Q&A91
