service science, innovation and bpo part2 - ibm · pdf fileservice science, innovation and bpo...

Governmental Programs

© 2006 IBM Corporation

Service Science, Innovation and BPOService Science, Innovation and BPO

Part 2 of 12Part 2 of 12

Alejandro Melchor IIIGovernmental Programs ExecutiveIBM Philippines, Inc.



What other countries are doing about Service Science and Service Innovation

� Although Service Science, Management, and Engineering (SSME), orService Science for short, is often referred to as a “growing academic

discipline and research area,” it’s not primarily about curriculum…

� It’s about economic growth, prosperity and success.

� Ever since IBM initiated the discipline of Service Science, many countries

have come to realize that the performance of their Services Sector is the

key to their economic success; that innovation in services is a major

element of that success; and that it is desirable to retool the education

system to develop the understanding and skills needed for success in the services-led economy.

� Read about the origins of Service Science in IEEE Computer Magazine’s

“Services Science: a New Field for Today’s Economy”:

http://www2.computer.org/portal/web/csdl/abs/mags/co/2006/08/r8018.pdf



The European Commission concluded that Europe’s success is tied to the success of its service economy, and innovation is a key to that success. The Commission created a strategy to enhance service innovation in the European Union

From “Fostering Innovation in Services” (2007) by the European Commission’s Expert Group



The European countries, instead of competing against each other, are collaborating to develop synergistic Innovation Clusters to make Europe as a whole globally competitive.

4



Americans believe “the Services Sector is the future of the U.S. economy.”80% of U.S. jobs, 78% of U.S. Gross Domestic Product, and the highest paying jobs lie in the Services Sector.



US Congress regards study of Service Science as crucial to US competitivenessUS House and Senate passed National Competitiveness Investment Act on August 2, 2007.

SEC. 1106. STUDY OF SERVICE SCIENCE.

– 4(a) Sense of Congress- It is the sense of Congress that, in order to strengthen the competitiveness of United States enterprises and institutions and to prepare the people of the United States for high-wage, high-skill employment, the Federal Government should better understand and respond strategically to the emerging management and learning discipline known as service science.

– 4(b) Study- Not later than 270 days after the date of enactment of this Act, the Director of the Office of Science and Technology Policy, through the National Academy of Sciences, shall conduct a study and report to Congress regarding how the Federal Government should support, through research, education, and training, the emerging management and learning discipline known as service science.

– 4(c) Outside Resources- In conducting the study under subsection (b), the National Academy of Sciences shall consult with leaders from 2- and 4-year institutions of higher education, as defined in section 101(a) of the Higher Education Act of 1965 (20 U.S.C. 1001(a)), leaders from corporations, and other relevant parties.

– 4(d) Service Science Defined- In this section, the term `service science' means curricula, training, and research programs that are designed to teach individuals to apply scientific, engineering, and management disciplines that integrate elements of computer science, operations research, industrial engineering, business strategy, management sciences, and social and legal sciences, in order to encourage innovation in how organizations create value for customers and shareholders that could not be achieved through such disciplines working in isolation.

http://science.nsta.org/nstaexpress/nstaexpress_2006_10_02_billsections.htm


© 2008 IBM Corporation7

SERVICE SCIENCE &SERVICE SCIENCE &SERVICE INNOVATION INITIATIVES SERVICE INNOVATION INITIATIVES

IN ASIA PACIFICIN ASIA PACIFIC



Collaboration with IBM in Service Science and Service Innovation has helped India translate its core strength of service delivery into global leadership in Business Process Outsourcing/ IT-Enabled Services

ENGAGE /

DEAL

TRANSFORM &

TRANSITION

DELIVER &

OPERATE

MANAGE

PRE-SALESCONCEPT

Service Lifecycle Processes

STRATEGY

PROCESS

PEOPLE

APPLICATIONS & DATA

TECHNOLOGY

FACILITIES

How well does ‘global delivery’ work?

How do we manage the workforce?

How do we design and optimize the processes?

What is the best architecture for apps and data?

How do we optimize performance and availability?

How do we ensure fast setup & reconfiguration?

Delivery Center



IBM Service Science Research & Project Collaboration in India

� IBM – ISB MoU for SSME research

� SCM Innovations

� Services Supply Chain

� Services Design

� IT Deployment Service

� eGov Services Management



IBM’s India Research Lab deploys Service Science tools that enhance India’s innovation capacity and competitiveness in the services economy

IBM India

Research Lab

Infrastructure

Services

ApplicationServices

/ Solutions

Business

Process

Services

Customer

Engagements

Service

Products

� Process Automation

� Resiliency Assessment

� Knowledge Mgmt.

� Self-Help Enablement

� SOA Modeling Tools

� Asset Reuse

� Language Translation

� Deployment Management

� Text Analytics

� LanguageAssessment

� Model-Driven Monitoring

� Business Intelligence

� Grid Mgmt. Services

� Self-Enablement Portal

� Impact Analysis

Website of IBM’s India Research Lab: http://www.research.ibm.com/irl/



China adopts Service Science to move its Service Sector up the value chain and fuel its ascent as a major outsourcing hub

IBM inked a memorandum of understanding (MOU) with China's education ministry late last year to create SSME as a new academic discipline in Chinese universities. The parties hoped to initiate an SSME curriculum in two to three years at 50 leading universities across the country.

– from Malaysia’s Star Online, July 10, 2008

IBM Launches Major Services Initiative in China

BEIJING, CHINA - 14 Nov 2006: Chairman, President and CEO Samuel J. Palmisano today launched a major initiative to bring IBM's global information technology services expertise and capabilities to China to enable company and government innovation in support of the country's increased focus on developing its services industry. As part of that initiative, Mr. Palmisano announced that IBM will:

�Work with the Ministry of Education to introduce a services science curriculum within Chinese universities;

�Expand industry-specific business services through the use of Services Oriented Architecture (SOA);

�Increase focus within the China Research Lab on services specifically linked to small and medium-size businesses.

�Coordinate development of a pilot program with the Ministry of Health to use information technology to improve the quality of regional medical services throughout the country;



China’s Ministry of Education intends to introduce SSME in China’s top universities to develop China into an outsourcing superpower

12https://www.informationweek.com/news/management/outsourcing/showArticle.jhtml?articleID=194300478



China’s Peking University has taken the lead to design a Service Science curriculum that can be used as a model for other top Chinese universities

http://www.ss.pku.edu.cn/index.php?option=com_content&task=category&sectionid=22&id=233&Itemid=457



Service Science Collaboration in Thailand

Commission on Higher Education

� Bachelor/Master/PhD/ /Curriculum

MoEducation : Academic Institutes

�SSME Education

�R&D

�Innovation on Services

IBM & Other Companies

� Demand for IT skilled workforce => Global IT Outsourcing

� Internship Program

3000 Jobs & Internship & ExpertLocal GSDC & Investment

MoST : NSTDA

� Funding for research

� Support on S&T research

MICT: SIPA

�Funding for workforce Training

�PR/IT Industry Promotion

Education & Boot Camp & Training & Certification

Expert & Research & Funding

Graduates

� Bachelor/Master/PhD/

Funding & Promotion

Standard of Curriculum

8 Pilot Universities

Job & HR Market� Number of workforce

� Job Market

Prediction/Assessment

Funding/ExpertsCurriculum

Funding/ResearchersFunding/Promotion



Singapore Service Science Initiative

NATIONAL INFOCOMM SCHOLARSHIP (NIS)

� Singapore’s Infocomm Development Authority (IDA), together with Avaya Singapore Pte Ltd, DBS Bank Ltd, IBM Singapore,

Singapore Computer Systems Limited (SCS) and Singapore

Telecommunications Ltd are sponsoring students who are keen

to pursue infocomm and SSME-related courses.

� The Scholarship aims to identify and nurture a group of

talented students for a career in infocomm. The six organizations will sponsor up to 38 scholarships for 2008.

3 Pilot Universities:

1.NTU School of Computer Engineering Bachelor of Engineering(Computer Science/Computer Engineering)

2.NUS School of Computing Bachelor of Computing (Computer Science/Information Systems)

3.SMU School of Information Systems Bachelor of Science (Information Systems Management) Nov. 28,2007 - SSME was launched to nurture multi-disciplinary infocomm talent.

www.ida.gov.sg/nis

www-03.ibm.com/press/us/en/pressrelease/22703.wss



Vietnam’s Ministry of Science and Technology (MoST) and IBM organized Innovation Summits in 2007 and 2008

“Innovation is the very key

for improvements in business

and life. In the past few

decades, Vietnam has made

significant changes and

become a favorite

destination of investments.

This is thanks the

Government’s innovation

efforts. We are very happy to

work with MoST to foster

innovation in the country and

in the process, drive

Vietnam’s competitive edge.”

-Nguyen Viet HoangCountry General Manager

IBM Vietnam

http://www.nhandan.com.vn/tinbai/?top=41&sub=72&article=130143a

Foreign Direct Investment into Vietnam accelerated to US$11 Billion in 1st half of 2008, inspite of a tough international environment



� Vietnam Advancement and Innovation for Science and Technology Portal (VIP), which relies on IBM Cloud Computing, will be used by Vietnamese government institutions and universities to develop education programs for Service Science, Management, and Engineering (SSME).

� IBM and Vietnam National University in Ho Chi Minh City signed a Memorandum Of Understanding on Service Science and the IT Services Curriculum (ITSC) on May 5, 2008.

http://en.infotv.vn/news/vietnam+academic+portal+relies+on+ibm+cloud+computing_112_11190

Vietnamese government and universities will use IBM Cloud Computing to develop Service Science



IBM has teamed up with the Malaysian Government and 11 higher education institutions to introduce Service Science

The 11 participating higher education institutions:

1. Universiti Sains Malaysia

2. Universiti Malaya

3. Universiti Kebangsaan Malaysia

4. Universiti Putra Malaysia

5. Universiti Teknologi Malaysia

6. Universiti Teknologi MARA

7. Universiti Malaysia Sabah

8. Universiti Malaysia Pahang

9. Multimedia University

10.Asia Pacific University College of Technology and Innovation (UCTI)

11.INTI College.

http://www.theedgedaily.com/cms/content.jsp?id=com.tms.cms.article.Article_68e217c6-cb73c03a-1f195fc0-eff47f61



SERVICE SCIENCE ANDSERVICE SCIENCE ANDSERVICE INNOVATION INITIATIVES IN SERVICE INNOVATION INITIATIVES IN

THE DEVELOPED ECONOMIESTHE DEVELOPED ECONOMIES



Networked European Software & Services Initiative (NESSI)

ServiceWave fosters the creation of cross-community scientific excellence by gathering industrial and academic experts from various disciplines such as business process management, distributed systems, computer networks, wireless & mobile communication networks, grid computing, networking, service science and software engineering.

http://www.nessi-europe.com



Europe Innova: Knowledge Intensive Services Innovation Platform (KIS- IP)

The KIS -IP is an initiative funded under Europe INNNOVA, aims to

accelerate services innovations in Europe. The initiative focuses on

developing and testing innovation support mechanisms for innovative small

and medium sized enterprises (SMEs).

http://www.europe-innova.org/index.jsp?type=page&lg=en&from=child&classificationId=9203&classificationName=KIS%20Innovation%20Platform&cid=9207&parentClassificationId=6329&parentClassificationName=Innovation%20@:@%20Services&parentContentId=6344



FINLANDFinnish Funding Agency for Technology and Innovation:Serve - Innovative Services Technology Programme 2006-2010

Serve Programme aims to increase and broaden the services development of Finnish Industry and to promote academic research in service related areas. Innovative service concepts and internationally competitive business models renew and strengthen the Finnish economy.

ServeServe’’s strategic focus areas:s strategic focus areas:

�Scalable and internationally competitive

service concepts

�Competitive service business models and

management of service business

�Growth and internationalisation of service

companies

�Customer’s role in service business

�Competitive service market and

innovative service culture

http://akseli.tekes.fi/opencms/opencms/OhjelmaPortaali/ohjelmat/Serve/en/etusivu.html



Service Enterprise System (SES)U.S. National Science Foundation Services Projects

�The SES program supports

research on strategic decision making, design, planning and

operation of commercial, nonprofit, and institutional service

enterprises with the goal of

improving their overall effectiveness and cost reduction.

�The program has a particular

focus on healthcare and other similar public service institutions,

and emphasizes research topics

leading to more effective systems

modeling and analysis as a means to improved planning, resource allocation, and policy development.

>http://www.nsf.gov/funding/pgm_summ.jsp?pims_id=13343



National Service Innovation Roadmaps

Increasingly, countries are convening their best minds from Academe, Industry and Government to develop Service Innovation Roadmaps.

Netherlands Service Innovation Roadmap Report:

https://doc.telin.nl/dsweb/Get/Document-

84417/2008.149.1421%20Telematica%20Instituut%20Brochure%20v5.pdf



Netherlands – Service Innovation and ICT

PROGRAM OUTLINE

1. The community program: An investment impulse in specific expertise areas in the scientific research and education system.

2. The research and development program: A collaborative, multidisciplinary, cross-sectoral public-private research and innovation program, bringing together business intelligence.

3. A valorization program: cascading impact including the outreach to the higher education system, SMEs and start-ups.

http://www.siict.nl/



The United Kingdom’s Service Innovation Roadmap Report:Cambridge Whitepaper on Succeeding through Service Innovation

THE WHITEPAPER RECOMMENDATIONS:

� For education: Enable graduates from various disciplines to become T-shaped professionals or adaptive innovators; promote SSME education programmes and qualifications; develop a modular template-based SSME curriculum in higher education and extend to other levels of education; explore new teaching methods for SSME education.

� For research: Develop an interdisciplinary and intercultural approach to service research; build bridges between disciplines through grand research challenges; establish service system and value proposition as foundational concepts; work with practitioners to create data sets to understand the nature and behaviour of service systems; create modelling and simulation tools for service systems.

� For business: Establish employment policies and career paths for T-shaped professionals; review existing approaches to service innovation and provide grand challenges for service systems research; provide funding for service systems research; develop appropriate organisational arrangements to enhance industry-academic collaboration; work with stakeholders to include sustainability measures.

� For government: Promote service innovation and provide funding for SSME education and research; demonstrate the value of Service Science to government agencies; develop relevant measurements and reliable data on knowledge-intensive service activities; make public service systems more comprehensive and citizen-responsive; encourage public hearings, workshops and briefings with other stakeholders to develop service innovation roadmaps.

http://www.ifm.eng.cam.ac.uk/ssme/



Australia’s Service Innovation Roadmap Report

Proposed Response

Recommendations:

1. Establish science and technology-led services innovation as an important priority of Australia’s National Innovation System

2. Strengthen the connections between services business and our science and technology base

3. Address the growing skills shortage in Australian services industries

4. Stimulate services innovation through Government ‘raising the bar’as both a customer for, and provider of, services and through the establishment of national support infrastructure

http://www.dest.gov.au/NR/rdonlyres/AAE0A504-30D6-4E68-B426-

87E3FAD4B13F/21309/PMSEIC_ST_led_services_innovation_FINAL_web.pdf



Finland’s Service Innovation Roadmap led to the Helsinki School of Economics, Helsinki University of Technology, and Helsinki School of Art & Design merging to create a new Innovation University (Aalto) that will focus on the "Service Factory" concept

http://www.innovaatioyliopisto.info/en/

PRESS RELEASE: Charter of Foundation for Aalto University to be Signed in June

http://www.minedu.fi/OPM/Tiedotteet/2008/05/saadekirja.html?lang=en



Mabuhay!

Alejandro P. Melchor [email protected]

Aug. 5-8 SSME Conference Website: www.ibm.com/ph/ssmeconference

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