San José State University 1 Introduction to Introduction to Service Science, Service Science, Management Management and Engineering (SSME) and Engineering (SSME) 2010 2010 Stephen K. Kwan, Ph.D. Stephen K. Kwan, Ph.D. Professor, MIS Professor, MIS College of Business College of Business [email protected][email protected]408-924-3514 408-924-3514
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San José State University 1 Introduction to Service Science, Management and Engineering (SSME) 2010 2010 Stephen K. Kwan, Ph.D. Professor, MIS College.
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What is SSME?What is SSME?(Services Sciences, Management, and Engineering)(Services Sciences, Management, and Engineering)
• The application of scientific, management, and engineering The application of scientific, management, and engineering disciplines to tasks that one organization beneficially disciplines to tasks that one organization beneficially performs for and with another (‘services’)performs for and with another (‘services’)
• Science is a way to Science is a way to create knowledgecreate knowledge
• Engineering is a way to Engineering is a way to apply knowledgeapply knowledge and and create new create new valuevalue
• Business Model is a way to apply knowledge and Business Model is a way to apply knowledge and capture capture valuevalue
• Management Management improves the processimproves the process of creating and of creating and capturing valuecapturing value
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Service Scienceis the study of
Service Systems
just asComputer Science
is the study ofComputer Systems
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““Service Science is just ___<name your discipline>____”Service Science is just ___<name your discipline>____”
OR/IEOR/IEMSMS
CS/AICS/AIMultiagent SystemsMultiagent Systems
Economics & LawEconomics & LawGame TheoryGame Theory
11. Management of 11. Management of Information SystemsInformation Systems
12. Computer Supported 12. Computer Supported Collab. Work (CSCW)Collab. Work (CSCW)
13. Performance Support 13. Performance Support Systems In Business & Systems In Business & OrganizationOrganization
24. Business 24. Business Administration (MBA)Administration (MBA)
25. Economics25. Economics
26. Law26. Law
27. Sociology27. Sociology
28. Education28. 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
20092009
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.
CIA Handbook, International Labor OrganizationNote: Pakistan, Vietnam, and Mexico now larger LF than Germany
US shift to service jobs
(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
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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