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San José State University

Developing a Developing a Service Science, ManagementService Science, Management

and Engineering (SSME)and Engineering (SSME)Program at SJSUProgram at SJSU

Panel on SSME Research & CurriculumPanel on SSME Research & Curriculum at AMCIS 2007, August 11, 2007at AMCIS 2007, August 11, 2007

Stephen K. Kwan, Ph.D.Stephen K. Kwan, Ph.D.Senior Associate DeanSenior Associate Dean

College of BusinessCollege of Business

Sponsored bySponsored by

Lou Freund, Ph.D.Lou Freund, Ph.D.Chair, Industrial & Chair, Industrial & Systems EngineeringSystems Engineering

College of EngineeringCollege of Engineering

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San José State University

BackgroundBackground• Industrial & Systems Engineering and Hospitality Industrial & Systems Engineering and Hospitality

Management have both offered Service Management have both offered Service Operations coursesOperations courses

• Some research history and interestSome research history and interest• Met Met Jim SpohrerJim Spohrer, Director of Almaden Services , Director of Almaden Services

Research at IBMResearch at IBM• Invited him and Invited him and Paul MaglioPaul Maglio to SJSU for to SJSU for

presentationpresentation• Set up project team to discuss opportunitySet up project team to discuss opportunity• Met Jim again – some common interestsMet Jim again – some common interests• Many overlaps within interested communityMany overlaps within interested community• Prepared proposal, presented to Prepared proposal, presented to Jon IwataJon Iwata

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San José State University

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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San José State University

““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

MISMIS AnthropologyAnthropology& Psychology& Psychology

OrganizationOrganizationTheoryTheory

A ServiceSystem is Complex

ServiceServiceOperationsOperationsMarketingMarketing

ManagementManagementQualityQuality

Supply ChainSupply ChainHuman FactorsHuman Factors

DesignDesignInnovationInnovation

EngineeringEngineeringSystemsSystems

ComputingComputingEconomicsEconomics

ArtsArtsScienceScience

InformationInformationScienceScience

(i-schools)(i-schools)

GeneralGeneralSystemsSystemsTheoryTheory

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San José State University

Proposal to IBMProposal to IBM

• Inter-disciplinary Graduate Curriculum – Inter-disciplinary Graduate Curriculum – Business, Engineering, Computer Science, Business, Engineering, Computer Science, Hospitality ManagementHospitality Management

• Concentration for various degreesConcentration for various degrees

• Case Study DevelopmentCase Study Development

• Research Agenda DevelopmentResearch Agenda Development

• Community DevelopmentCommunity Development

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San José State University

SSME Core CoursesSSME Core Courses

Service Service Engineering &Engineering &ManagementManagement

ServiceServiceStrategyStrategy

ProjectsProjectsinin

SSMESSME

ServiceServiceQualityQuality

ServiceServiceInnovationInnovation

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San José State University

Degree ProgramsDegree Programs

BusinessBusinessMasterMaster

DegreesDegrees

Inter-DisciplinaryInter-DisciplinaryMaster DegreeMaster Degree

EngineeringEngineeringMasterMaster

DegreesDegrees

SSMESSME

ComputerComputerScienceScienceMasterMasterDegreeDegree

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San José State University

Course ISE 142 / 242 Service Engineering and Management

• Introduction to services / experiential economy Introduction to services / experiential economy and role of systems engineeringand role of systems engineering

• Goal: Introduce students to applications of ISE Goal: Introduce students to applications of ISE concepts and methodologies in the services concepts and methodologies in the services environmentenvironment

• Text: Service Management – Fitzsimmons and Text: Service Management – Fitzsimmons and Fitzsimmons, McGraw-HillFitzsimmons, McGraw-Hill

• Cases to illustrate concepts and strategiesCases to illustrate concepts and strategies• Guest speakers Guest speakers • Teaching experience will form basis for future Teaching experience will form basis for future

program designprogram design

To be offered in Fall 2007To be offered in Fall 2007

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San José State University

Include Practical Examples & Guest SpeakersInclude Practical Examples & Guest Speakers

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San José State University

Research Agenda DevelopmentResearch Agenda Development

““Provide Thought Leadership in Provide Thought Leadership in Innovative and Effective Innovative and Effective

Implementation of Information Implementation of Information Technology in Enterprise Technology in Enterprise

Service Operations”Service Operations”

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San José State University

Current ProjectsCurrent Projects

1.1. Survey of SSME Curriculum – gauging Survey of SSME Curriculum – gauging suitability for SJSU curriculum – no need to suitability for SJSU curriculum – no need to reinvent the wheel – looking for case studies.reinvent the wheel – looking for case studies.

2.2. Developing common modules for the Developing common modules for the curriculum.curriculum.

3.3. ““How should online services be rated?” – a How should online services be rated?” – a multi-factor approach – e.g., eBaymulti-factor approach – e.g., eBay

4.4. ““Service Expectations, Service Level Service Expectations, Service Level Agreement, End User License Agreements Agreement, End User License Agreements (EULAs) and Customer’s Bill of Rights.”(EULAs) and Customer’s Bill of Rights.”

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San José State University

Some Interesting Research QuestionsSome Interesting Research Questions• Should all traditional manufacturing companies re-Should all traditional manufacturing companies re-

invent themselves into service companies? If so, why invent themselves into service companies? If so, why and how?and how?

• On a larger scale, are government and corporate On a larger scale, are government and corporate collaborations effectively fueling this transition in collaborations effectively fueling this transition in any parts of the world?  If so, why and how? any parts of the world?  If so, why and how?

• How to develop a common language for service How to develop a common language for service systems – implications for service contracts, systems – implications for service contracts, shopping for services, ontology of services, etc. – shopping for services, ontology of services, etc. – SvcSysXML – SvcSysXML – Service Systems Extensible Mark-up Service Systems Extensible Mark-up LanguageLanguage??

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San José State University

Community DevelopmentCommunity Development

• Regional Workshop in San José – invite other Regional Workshop in San José – invite other universities and industry partners to share universities and industry partners to share curriculum and research ideas – sponsored by curriculum and research ideas – sponsored by Silicon Valley Economic Forum in Spring 2008?Silicon Valley Economic Forum in Spring 2008?

• Evangelize SSME in the Silicon Valley to recruit Evangelize SSME in the Silicon Valley to recruit students and industry partnersstudents and industry partners

• Create a SIGSVC in Association for Information Create a SIGSVC in Association for Information Systems (AIS)Systems (AIS) √ √ ((Thanks to Thanks to Sue Conger, Ramesh Sue Conger, Ramesh Venkatraman,Venkatraman, …… ) …… )

• Host an online forum and create a repository of Host an online forum and create a repository of SSME curriculum for the communitySSME curriculum for the community

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San José State University

Status CheckStatus Check

• Actively seeking partnership and collaborators Actively seeking partnership and collaborators √√• Start Development of Curriculum and Research Start Development of Curriculum and Research √√• Distribute our own RFP for curriculum Distribute our own RFP for curriculum

development and research development and research √√• Give “SSME Champion” presentations Give “SSME Champion” presentations √√• Respond to Cisco RFP? Respond to Cisco RFP? • Prepare NSF proposal?Prepare NSF proposal?

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San José State University

www.thesrii.org

Let’s Join!

Let’s Join!

Let’s Join!

Let’s Join!