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Spohrer JC, Engelbart DC (2004) Converging technologies for enhancing human performance: Science and business perspectives. Annals of the New York Academy of Sciences.1013(1):50-82.
Roco MC, Bainbridge WS (2002) Converging technologies for improving human performance: Nanotechnology, biotechnology, information technology, and cognitive science. WTEC.https://obamawhitehouse.archives.gov/sites/default/files/microsites/ostp/bioecon-%28%23%20023SUPP%29%20NSF-NBIC.pdf
Spohrer J, Maglio PP, Bailey J, Gruhl D (2017) Steps toward a science of service systems. Computer. 40(1).
Spohrer J, Bassano C, Piciocchi P, Siddike MA (2017) What Makes a System Smart? Wise? In Advances in The Human Side of Service Engineering 2017 (pp. 23-34). Springer International Publishing.
Service System: Dynamic configuration of people, technology, information, and organizationconnected internally and externally by value propositions. [socio-economic-technical systems]
Smart Service Systems: People and organization are augmented with cognitive systems.
– “How to build a cognitive system for Q&A task.”– 9 months to 40% question answering accuracy– 1-2 years for 90% accuracy, which questions to reject
• 2025– “How to use a cognitive system to be a better professional X.”– Tools to build a student level Q&A from textbook in 1 week
• 2035– “How to use your cognitive mediator to build a startup.”– Tools to build faculty level Q&A for textbook in one day– Cognitive mediator knows a person better than they know themselves
• 2055– “How to manage your workforce of digital workers.”– Most people have 100 digital workers.
“A service scienceperspective considersthe evolving ecology of service system entities, their value co-creation andcapability co-elevationinteractions, and their capabilities, constraints,rights, and responsibilities.”
Sciences provide…• Frameworks for people to ask and answer
questions systematically• Explanations with instructions on “how to re-do”
Kline: Conceptual Foundation of Multidisciplinary Thinking -“To our children and children’s children, to whom we elders owe an explanation of the worldthat is understandable, realistic, forward-looking, and whole.”
Proenneke:Alone in the Wilderness -To do a thorough testing, should each generationbe required to rapidly rebuildfrom scratch? A re-makers movement?
• IBM initiated effort to establish a multidisciplinary field to study service systems … with a focus on people-centered, IT-enabled service innovations for business and society– based on service-dominant logic– service = value co-creation– IT-enabled service architectures– service systems (socio-technical systems for
win-win value co-creation)• IBM helped establish
– computer science (1945-present)– service science (2005-present)
Service systems are dynamic configurations ofresources (people, technology, organizations,and information) interconnected byvalue propositions, internally and externally.
• Now over 500 universities globally teach a more multidisciplinary approach to service innovation, including:– Service management and marketing– Service engineering and operations– Service design and arts– Service public policy and economics– Service computing and informatics
• SSME + DAPP = Service Science Management Engineering + Design Arts Public Policy– People, technology, organizations, information
interconnected by value propositions.
Reference:IfM & IBM (2008). Succeeding through serviceinnovation: A service perspective for education,research, business and government. University of Cambridge Institute for Manufacturing, Cambridge, UK. 2008.
• Collaborative Economy: Servitization– From assets to co-creation (e.g., Uber, AirBnB, etc.)– From product to capability/outcome-as-a-service– Manufacturing as a local recycling service
• Digital Transformation: Trust and Identity– Blockchain: Don Tapscott’s TED Talk & book– Big Data: Service Analytics & HAT (Hub of All Things)