service science programs at the university politehnica of bucharest

Service Science Programs at the University Politehnica of Bucharest Dr. Theodor Borangiu University Relations Coordinator IBM Romania Professor at the University Politehnica of Bucharest [email protected] SSME (…and Arts) ISSIP Call, April 10, 2013

Upload: international-society-of-service-innovation-professionals

Post on 15-Feb-2017



Presentations & Public Speaking

1 download


Page 1: Service Science Programs at the University Politehnica of Bucharest

Service Science Programs at the University Politehnica of Bucharest

Dr. Theodor BorangiuUniversity Relations Coordinator IBM RomaniaProfessor at the University Politehnica of [email protected]

SSME (…and Arts)

ISSIP Call, April 10, 2013

Page 2: Service Science Programs at the University Politehnica of Bucharest

New types of services: knowledge intensive, scientifically founded, IT-based, described by metrics, KPI

T-shaped education for service innovation [expert thinking (deep) + complex communication (broad)]

Foundations for a new science: Service Science

Innovation: Service system & service networks modelling, design and management

IT support for service industry


Skills development & research in services1. Create an open framework for learning in higher education, in the domain of

service science, design and management [Master, Compact, Continuous education]

2. Promote innovation in the service industry, based on SS-KE: a shared knowledge environment, ontology-based & available in a Cloud, with virtualized resources, accessible as composite services, interconnecting public (universities) and private organizations (IT, service companies).

A roadmap…

ISSIP Call, April 10, 2013

Page 3: Service Science Programs at the University Politehnica of Bucharest

Universities align to open education roadmap

Open Architectures and Technologies

Open Learning

Improved Outcomes,

Innovation, and Skilled Workforce

Open Business Processes

Open Education Roadmap

Open Research

Open Access for All

SOA, Digital Communities, Safety & Security


Open Admin Services:

Enterprise Resource Planning, Student Info Systems, Risk Management,

Asset Management,

Open Learning Services:

Collaboration & Learning Management

Open and Aligned Learning, Innovation in Research

Educational Continuum

Secure and Flexible Infrastructure

Effective and Efficient Administration

Cloud Computing, Virtualization,

Shared Services

Economic Impact of Education, Single View of the Student

ePortfolio’s, Analytics, Workforce Development

Learning Content Repositories

A Student/Employee/Citizen View

The Educational Continuum

3 3ISSIP Call, April 10, 2013

Page 4: Service Science Programs at the University Politehnica of Bucharest

Readiness: new education programs on SSME at the UniversityPolitehnica of Bucharest (UPB) with the participation of leadinguniversities (e.g. the Academy of Economic Sciences – AES) in: engineering, business, medicine – a national dimension

Research: National Research Program in Service Science started in2011. IBM works out with UPB & AES a Foresight Study for theNational Authority of Scientific Research on new R&D programsfostering innovation in services

Partnership: Collaborative Space with industry [projects, demos,proof of concept] fostering innovation in services

Infrastructure: SC, SOC for learning and knowledge dissemination:services in the Cloud

Regions: account for clustering aspects in the services ecosystem(businesses, skills, tradition, …)

The Context: SSME - Skills & Innovation

4ISSIP Call, April 10, 2013

Page 5: Service Science Programs at the University Politehnica of Bucharest

Project Title: Fostering innovation in services through open, continuous education (INSEED)

Project Type: Sector Operational Program “HR, “Quality in Higher Education”. Project Consortium: UPB (project coordinator), University “Transilvania” of Brasov, AES of

Bucharest, University of Medicine and Pharmacy of BucharestStart, Dev., End: 2011, main dev. 2012 [Cloud infrastructure created], 2013, 5MEur

Project Objectives:1.Develop an open, continuous education model in institutional frame to create and maintain

long life skills to conceive, create, design, implement, operate and manage complex IT-based systems for services

2.Implement and consolidate the 4-semester interdisciplinary Master Program in higher education: Service Engineering & Management [English, EU connected]; provides innovators in sector services: manufacturing, administration, supply chains & logistics, energy management, health care

3.Develop a highly scalable, distributed cloud computing infrastructure for learning and research with virtualized resources accessed as services

4.Create and consolidate an open, integrated collaboration space with companies: INSER@SPACE = eLearning + SS-KE

The Context: INSEED – a national projectfor HR development

5ISSIP Call, April 10, 2013

Page 6: Service Science Programs at the University Politehnica of Bucharest


Transposes: The multilevel framework [service needs (requested) + service resources

(capabilities) service competencies (to be provided)] for innovation; The roles: context of partnership in co-creating value through services

(supplier, customer, competitor, authority); The principles and methodology of configuration, interconnecting, integration,

exploration and innovation of services (people, technology, shared information, organizations) needed for services implementation [model-based]

in sets of disciplines for curricular areas, associating :

- the Service Resources level with: technologies (platforms/resources for service implementing, distribution resources/channels), shared information (service content, client data), and personnel (resource exploitation);

- the Service Competencies level with the discipline set related to:organizations: horizontal competencies (staff and organizational management);partnership: horizontal competencies (supplier, partner, competitor, …)provider: vertical competencies (support for services, execution, billing)

- the Service Needs level: discipline set related to the customer (service availability, customization, customer/community contribution in service execution, cost & market analysis) and the authority ( supplier-customer relation settlement, SLA, IP).

The Educational Model for SS

ISSIP Call, April 10, 2013

Page 7: Service Science Programs at the University Politehnica of Bucharest


Educational Model for SS [Bologna stages]SS Education Model based

on the 3-layer service innovation framework

A new fundamental domain: Service Sciences?

Two new study domains:

• Service Engineering

• Service Management?

Master Programs:

• General (ITC, OMM, PSO)

• IT Oriented:Services Computing; ITServices, Software Services

• Business Oriented: Business & Services Mgmt

• Sector Oriented Services: Healthcare Services, e-Gov, e-Admin, manufacturing, supply chains, Energy_aaS SS education model: programs / levels, skills areas,

curricula mapping on service competenciesISSIP Call, April 10, 2013

Page 8: Service Science Programs at the University Politehnica of Bucharest


Master Programs developed in INSEED

No. Title of Master program (certified by the Ministry of Education, qualifications approved)

Fundamental domain

Study domain Program type

1 Service Engineering & Management (SEM) Eng_Sci System_E. Tech-o2 Sci., Design & Serv. Engn. in TELCO Eng_Sci Electron_E. Tech-o3 Advanced Software Services Eng_Sci CS & IT IT-o4 Information Protection & Management Eng_Sci System_E. IT-o5 Business Service Management Econ_Sci Bus_Admin. B-o6 Advanced Data Mgmt for Bus. Sustainability Eng_Sci System_E. Tech-o7 Information Systems & Services in Medicine Eng_Sci System_E. IT-o8 Service Oriented Architectures for Enterprise Eng_Sci System_E. Tech-o9 e-Government Eng_Sci CS & IT IT-o10 Management of Public Services Econ_Sci Admin. &


11 Services for Energy Efficiency Eng_Sci Power_E. Tech-o12 Service Engn. in Telecommunication Networks Eng_Sci. Electron_E. Tech-o13 Multimedia Services and Signal Processing Eng_Sci. System_E. IT-o

Taught in UPB (University Politehnica of Bucharest Taught in AES (Academy of Economic Sciences)Taught in UTBv (University Transilvania of Brasov)Taught in partnership UPB – UMF (University of Medicine & Pharmacy of Bucharest)Taught in partnership UPB - AES

ISSIP Call, April 10, 2013

Page 9: Service Science Programs at the University Politehnica of Bucharest

Orientation towards services (processes, products, technologies – e.g. manufacturing)

Value co-creation analysis

Service system modelling, design, deployment and management

Service lifecycle analysis (for quality assurance)

Service supply and demand management

New service development

Cross-disciplinary communication

Business case development and analysis

Organizational change management

Marketing and sales

Creative and critical thinking

Communication skills

Leadership and collaboration skills

Intellectual property rights


T-shaped professionals are inhigh demand because theyhave both depth and breadth

They combine expert thinking(depth in one or more areas)and complex communications(breadth across many areas)

Service Science Skills, Abilities and Knowledge

complex communication

expert thinking

expert thinking

ISSIP Call, April 10, 2013

Page 10: Service Science Programs at the University Politehnica of Bucharest

The Master Program Service Engineering and Management (SEM) is a program to educate professional engineers, i.e. graduates will be prepared to conceive, design, implement and operate complex, IT-based engineering systems for services.

SEM has a strong emphasis on:

Understanding the innovative technologies now required for service provision

Understanding the functional and the experience requirements of people using services

Management of the service CDIO lifecycle process and understanding its value.

SEM is a Double Degree Master Program of A&C_UPB (Faculty of Automation & Computers, University Politehnica of Bucharest) and FEUP (Faculty of Engineering, University of Porto

10ISSIP Call, April 10, 2013

Page 11: Service Science Programs at the University Politehnica of Bucharest

SEM topics

ICT Information and Communication


PSOPsychology, Sociology


Management & Marketing

Mobile technologies Sociology ofOrganizations

Service marketing

Information systems Cognitive Psychology Service Operations andManagement

Human-Computer Interaction

Communication Management

Internet technologies Information science and management

Financial management

Multimedia technologies Design Management of Innovation

Service design anddevelopment

11ISSIP Call, April 10, 2013

Page 12: Service Science Programs at the University Politehnica of Bucharest

SEM Courses related to topics (A&C, PUB) ICT PSO OMM

Foundations of Service Science

Communication Management and Cognitive Psychology

Mathematical Modelling of Economic Processes

Data Mining and Data Warehousing

Knowledge Engineering and Services Ecosystem

Marketing and Financial Performance of Business

Architecture of Service Oriented Information Systems

Intellectual Property and Entrepreneurship

Supply Chain Management and Logistics

Network and Systems Security

Service Operations and Customer Relationship Management

Business Process Modelling Accounting and Financial Management for Services

Business Service Integration and Management

Enterprise Integration and Management Architectures

12ISSIP Call, April 10, 2013

Technology-oriented courses

Page 13: Service Science Programs at the University Politehnica of Bucharest

MESG Courses related to topics (FE, UP)


Business Process Modelling Organizational Behaviour Service Operations Management & Logistics

Information Systems Human – Computer Interaction

Services Marketing

Enterprise Management Creativity Accounting and Financial Management

Decision Support Systems Human Resources Management

Multimedia and New Services

Information Systems Architecture

New Service Development and Design

Customer Relationship Management

Requirements Engineering for Services

Introduction to Research Project

Capital Budgeting

Corporate Strategy

13ISSIP Call, April 10, 2013

Business-oriented courses

Page 14: Service Science Programs at the University Politehnica of Bucharest


Positioning occupations/careers in the service field

(a) Service execution- specialist in: service execution , presentation, marketing-and service negotiation

(b) Service design, implementation and monitoring and technological innovation -consulting, design, service management

(c) Service management organizational innovation and research / market strategies - research and development, expertise in system engineering services, IT architecture, marketing consulting and market strategy, entrepreneurship

Educational Model in SS - occupations

ISSIP Call, April 10, 2013

Page 15: Service Science Programs at the University Politehnica of Bucharest


Compact Courses in the SS ModelSectoral Services Code Title of Compact Module [duration: 3-5 days]

Healthcare services and medical information MC1

Health Services with IT support

Public services administration and business management

MC2 Public Services Management

MC3 Strategies for Service Analysis and Optimization

ITC for services MC4 Service Oriented Architectures in Cloud Systems

Services for supply chains, logistics, manufacturing and e-business

MC5 e-Business

MC6 e-Commerce

MC7Supply Chain Management

MC8 SOA for Manufacturing Business Management

MC9 Service Orientation in Manufacturing Control Technologies

Energy services: transport, distribution of electrical power & utilization of alternative power sources as public services

MC10 Thermo Energy AuditMC11 Smart Electric Grids

MC12 Electrical Systems for Renewable Energy Sources

MC13 Integrated Maintenance Systems

Expertize services for electric and electronic equipment and metrology certification

MC14Expertize of Transmission Environments for Electronic and Telecommunication Equipment

MC15 Engineering of Electric Products and Services

Taught in UPBTaught in AES Taught in UTBv

Taught in partnership UPB - UMF

ISSIP Call, April 10, 2013

Page 16: Service Science Programs at the University Politehnica of Bucharest



ISSIP Call, April 10, 2013

Page 17: Service Science Programs at the University Politehnica of Bucharest

SSKE - Use cases Academia

Students Build new Master Thesis Research Write and consult papers Publish their work and collaborate with other interested

people to further develop a specific idea in the field

Professors Create new events, propose projects Find new partners for new or existing projects Find and consult different university programs (help

universities find out how to build a SSME master) Improve course materials and find new ideas to present

a new a subject Find out about new events (conferences, workshops)

where they could actively participate Get insight of the results of events

Business Propose new projects Find professionals Find business partners Present innovative solutions Present market demand Present skills demand

Government Propose new projects Discover the results

of existing projects See the stage of existing projects Find qualified people and companies

to their domain of interest

17ISSIP Call, April 10, 2013

Page 18: Service Science Programs at the University Politehnica of Bucharest


SC covers the science and technology of leveraging computing and IT to model, create, operate, and manage business services.

web services - best enabling technology

universal accessibility through standard communication protocols

Service Oriented Architecture (SOA) - central architectural model

application framework facilitating services operations

standard supportSOAP, WSDL, UDDI

Techniques developed to facilitate information integration, enable business process automation, increase the agility of enterprise and integrate business & shop-floor processes (SOA/ESB/MSB)Taught in Service Science Master programs @ A&C-UPB: SEM, SOEA

ISSIP Call, April 10, 2013

Page 19: Service Science Programs at the University Politehnica of Bucharest


SOHOMA12 [http://www.sohoma{11,12,13}]SOEA – the global dissemination context

ISSIP Call, April 10, 2013

Page 20: Service Science Programs at the University Politehnica of Bucharest

SOHOMA'11 Proceedings Volume

SOHOMA'12 Proceedings Volume

SOEA – the internationalization context

20ISSIP Call, April 10, 2013

Page 21: Service Science Programs at the University Politehnica of Bucharest