Table of Contents
Priorities for Policy Makers and Government Agencies
- Recognizing the importance of services and their implications for other parts of the economy.
- Fund Service Systems research integrating fields in sciences, engineering, management, and the arts to drive service innovation.
- (e.g., marketing, operations, management, service computing, engineering, design, arts, innovation, economics, human factors, supply chain, quality, servitization, service education.)
- Developing reliable economic data on service industries and service products.
- Making service systems more comprehensive and citizen-responsive.
- For government services, moving from provider-centric to citizen-centric mind sets.
- Apply Service Science to government agencies, and thereby create methods, data sets, and tools to inform and challenge education and research.
Priorities for Business Leaders
- Build repeatable service systems through rigorous application of service science.
- Scaling service revenue, while maintaining or growing profit margins.
- Make complex service systems simpler to manage and control.
- (from public policy section) Create methods, data sets, and tools to inform and challenge education and research.
- Define value and create road-map for next two years.
- Understanding value creation.
- Understand new methods of value creation for service systems and networks.
- Sustaining mechanisms for SSME supply-chain partners.
- Build large and inclusive SSME community.
- Hire recent graduates with SSME certificates.
- Support for real interdisciplinary conference.
- Appropriate organization and practice to support service.
- Generate opportunities to work together – to co-create exemplar services.
- Recognize internally, support externally.
- Organize and collaborate for best effect.
- Put normal commercial management systems around collaboration with academia on relevant topics.
- Business should provide specific challenges and funding for research.
- Reconciliation of the need for pure and applied research.
- Agree on design points or models.
- Optimize levers and controls by exploiting technologies.
- Study language and architecture.
- Success factors for B2B [all sizes, including home-based].
Priorities for Research
- Integrated theory of service systems.
- Rigor and relevance.
- Getting industry and research to work together.
- Communication in a business-relevant language.
- Supporting / promoting interdisciplinary work.
- Mapping relationships between SSME partner disciplines.
- Encourage more interdisciplinary tunneling.
- Delivering cross-disciplinary models.
- Need to address institutional service mindset constraints.
- Leadership as consensus-building across academic disciplines and enterprise functional silos.
- Interlock SSME with service-oriented IT strategies.
- Show how IT and other technologies are changing in services and changing services.
Suggested research topics
The following items are the specific research topics that emerged from the Symposium.
- How to do interdisciplinary research.
- Generating new knowledge from combinations of old and new knowledge.
- Success factors in B2B services.
- Development of SSME.
- Quick wins, innovative service areas.
- Creating effective organizational forms.
- Identify commonalities among service activities in organizations and industries.
- Models which reconcile and integrate design points and models.
A second set might be requested from the industrial participants in the Symposium following further dialogue within their companies based on their experience of the symposium.
Priorities for Education
- Enable graduates from various disciplines to ‘hit the ground running’ in service-driven enterprises.
- Provide students with a ‘T profile.’ ‘We raise the bar for graduates.’
- Ability to have graduates who can integrate and handle complexity.
- Promote the recognition of SSME education.
- Certification of SSME programs.
- Certification of SSME graduates.
- Service awareness in curricula.
- Promote integrative academic programs – the ‘big tent’ is vital.
- Industry to promote the adoption of SSME skills by favoring SSME-certified candidates in recruitment efforts.
- Develop SSME curriculum.
- Developing a template-based curriculum.
- Identify and evaluate current SSME curricular resources.
- Develop new teaching materials.
- Building within existing programs [practical and additive].
- Instilling urgency in SSME curriculum development.
- Explore alternative and innovative delivery routes.
Principles of curriculum development
- SSME is a broad field that extends beyond the boundaries of disciplinary silos.
- SSME draws its foundation from a wide variety of disciplines.
- The rapid evolution of SSME involves ongoing review of the corresponding curriculum.
- The curriculum must strive to be international and multicultural in scope.
- It should identify fundamental skills and knowledge that all students must possess.
- The required body of knowledge must be made as tight as possible.
- Must include participations from many different constituents.
- Must include professional practice as an integral component of the (undergraduate) curriculum.