Priorities

1. 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.)
2. Developing reliable economic data on service industries and service products.
3. Making service systems more comprehensive and citizen-responsive.
   • For government services, moving from provider-centric to citizen-centric mind sets.
4. Apply Service Science to government agencies, and thereby create methods, data sets, and tools to inform and challenge education and research.

1. 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.
2. 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.
3. Build large and inclusive SSME community.
   • Hire recent graduates with SSME certificates.
   • Support for real interdisciplinary conference.
4. 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.
5. 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].

1. Integrated theory of service systems.
   • Rigor and relevance.
   • Getting industry and research to work together.
   • Communication in a business-relevant language.
2. 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.
3. Interlock SSME with service-oriented IT strategies.
   • Show how IT and other technologies are changing in services and changing services.

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.

1. 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.
2. 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.
3. 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.
4. Explore alternative and innovative delivery routes.

1. SSME is a broad field that extends beyond the boundaries of disciplinary silos.
2. SSME draws its foundation from a wide variety of disciplines.
3. The rapid evolution of SSME involves ongoing review of the corresponding curriculum.
4. The curriculum must strive to be international and multicultural in scope.
5. It should identify fundamental skills and knowledge that all students must possess.
6. The required body of knowledge must be made as tight as possible.
7. Must include participations from many different constituents.
8. Must include professional practice as an integral component of the (undergraduate) curriculum.