Services in China A Personal Experience

1
Services in ChinaA Personal Experience

• Frank Tung, Ph.D.
• Chairman
• Dept. of Service Science and Engineering
• School of Software and Microelectronics
• Peking University

2
Service? Service in China?
Frank
3
School of Software,What Is It?

• In the 10th 5-Year Plan China identified
  Software as a major enabling technology and
  economic sector
• In 2002 the Chinese Ministry of Education
  authorized 35 universities to establish schools
  of software
• New Education Zone with much more flexibilities
• Slanted toward practical applications
• Diplomas issued by the Ministry of Education
• Peking University is one of them

4
More Flexible In

• Hiring and dismissing faculty members
• Organizational structuring and curriculum design
• Charging tuitions
• At Peking Universitys School of Software
  RMB1,000 per unit (16 instruction hours)

5

• School of Software Microelectronics, Peking
  University offers
• Master level programs in 10 departments
• Software Technologies Embedded Systems,
  Computational Linguistics Digital Arts
  Management of Technologies Service Science and
  Engineering
• 40-unit and 60-unit programs, including thesis,
  English and internship
• Annual incoming students about 1,000
• Ph.D. program starting in 2008

6
Service Industry and Economic Development
Service industrys contribution to GDP
Developed countries 65 - 75
China Around 33
For a sustainable development China must foster
a strong service sector
7
Service is now in vogue

• Chinas 11th 5-year plan (2006 2010)
  identifies service as an important pillar
• The School of Software Microelectronics, Peking
  University established Department of Service
  Science Engineering in 2002
• httpwww.ss.pku.edu.cn/service

8
Service Science Engineering To engage in the
sustainable economic development of China by
training modern service professionals
Track Service Solution Technologies
Background computer science, software
engineering or equivalent
Service solution design implementation
professionals
Multidisciplinary IT-oriented augmented with
business mgmt skills
Background non-computer related fields e.g.
management, economics, etc.
Service business analysis consultancy
professionals
Track Service Business Analysis
Students with bachelors degrees
9
Characteristics of Service

• Intangibility
• Individualization
• Co-production

Online Banking
10
Book or DVD of lectures published
Teacher lecturing in classroom

• Many scenarios with different portions of
• Services/goods composition in between.
• Recording lectures for students missing classes
• Recording of lectures available for non-students
• Edited recording of lectures available for a fee
• Published through a publisher

11
Ready-made clothes
Individually tailored clothes
Service. However, service thus rendered
includes materials that are goods.
Goods. However, goods thus produced includes
service in fashion design.
In between there are many different shades of
service/goods composition
12
Characteristics of Service

• Intangibility
• Individualization
• Co-production

Online Banking
These are sufficient conditions.
13
Defining Services

• From governments perspective
• From businesss perspective
• From ITs perspective

14
The Tertiary Sector of Industry

• What is it?
• For government statistics, what is not
• The primary (Agriculture, Mining, Forestry, etc.)
  or
• The secondary sector (Manufacturing and
  Construction) is considered
• The tertiary (service) sector

15
(No Transcript)
16
(No Transcript)
17
???????
18
Defining Services

• From governments perspective
• From businesss perspective
• From ITs perspective

19
What are some everyday services?

• Transportation
• Trains, planes, delivery
• Hospitality
• Hotels, restaurants
• Infrastructure
• Communications, electricity, water
• Government
• Police, fire, mail

• Financial
• Banking, investments
• Entertainment
• Television, movies, concerts
• Professional Services
• Doctors, lawyers, skilled craftspeople, project
  management

20
Service should refer to

• The Service sector and
• The services performed by the non-service sectors

21
Why do we have to study Services?
22
(No Transcript)
23
Defining Services

• From governments perspective
• From businesss perspective
• From ITs perspective

24
A service is

• A piece of software, functionality, or something
  that one wants to do
• that can be used, engaged, or exploited
• remotely over the internet
• for free or for a fee.

25
Universal Description, Discovery, and Integration
(UDDI)
Web Service Description Language (WSDL)
Simple Object Access Protocol (SOAP)
26
Software
Service
Internet
27
Service Science is multi-disciplinary
Service Science (aka SSME)
System Engineering Approach
IT (CS,SW,etc.)
Economics/ Management/ Sociology/ Psychology
28
Service Science encompasses
Service Science (aka SSME)
Scientific Foundations
Service Engineering
Service Management
29
(No Transcript)
30
Service Engineering

• Knowledge Domains
• Knowledge Points

31
Module 0 Pre-requisite

• Fundamentals
• IT
• Management

32
Module 2 Implementation (Technology) Perspective
Introduction to Service Engineering
Module 3 Data/Knowledge Perspective

• Data-based decision support
• Knowledge mgmt
• DBMS
• DW DM
• Apps e.g. CRM

• Service-enabling
• technologies methodologies
• SOA
• Web services
• Service analysis, design,
• and implementation

Integrated Practice Lab
Module 1 Business Perspective

• Business Innovation
• Transformation
• Business value analysis
• Business Modeling IT Planning
• Requirements capturing analysis

Module 5 Application Perspective
Module 4 Usage Perspective
Module 0 Pre-requisite

• Use Re-use
• QA
• Governance
• Assetization

• Horizontal Apps
• Business resource
• operation mgmt
• e.g., ERP, SCM
• IT services mgmt

• Fundamentals
• IT
• Management

33
The Culture Factor

• We will do research on this issue.

34
Yes and No

• You dont like my car, do you?
• Yes
• No

35
Yes and No

• You dont like my car, do you?, asked an
  American
• Yes
• Yes, I like your car.
• Yes, I do not like your car
• No
• No, I do not like your car
• No, I like your car

36
Golden Rule in Christianity

• Do to others what you would have them do to
  you.
• Matthew 712

37
But Confucius says,

• ????,?????
• Never impose on others what you would not have
  for yourself.
• Never do to others what you would not have for
  yourself.

38
A Danes View

• Students at Peking U. cooperate on projects with
  students of a university in Denmark
• Marie Gotlieb a coordinator

39
There are many ways to say no -          In
China a direct no can sometimes be considered
impolite -          In China Maybe or I will
think about it can sometimes mean no
-          In Denmark, saying no directly is
part of everyday life, and is not considered
impolite Think about how you say no, keep
the tone nice and friendly, and always leave an
option for the other party to state their
opinion.
40
Losing face or giving face -Your face is your
public image -          Any open statement or
action that puts a person in a bad light can make
the person lose face -          Any open
statement or action that puts a person in a good
light can give the person face -          The
notion of face is commonly spoken about in
China, and is very important in all
communication -          The notion of face
also exists in Danish, but is rarely
used -          Always try to avoid making people
lose face -         
There are many ways to be critical   -         
There is a tendency towards more open criticism
in Demark and more indirect criticism in
China -          Think about how you criticise,
keep the tone nice and friendly, and always leave
an option for the other party to state their
opinion. -          If possible, combine your
criticism with a praising of another part of the
work done.
41
  Indirect vs. direct communication -         
There is a tendency towards more direct
communication in Denmark and more indirect
communication in China -          Do not change
how you communicate, but be aware that the other
part might not have the same understanding of an
expression as your self -          Danish
students should be aware that Chinese student
might not express all their opinions loud and
clear. Many things can be stated between the
lines -          Chinese students should be aware
that the Danish students would be very direct and
frank in almost all statements. This is part of
Danish culture - not a sign of impoliteness.
  Indirect vs. direct communication -         
There is a tendency towards more direct
communication in Denmark and more indirect
communication in China -          Do not change
how you communicate, but be aware that the other
part might not have the same understanding of an
expression as your self -          Danish
students should be aware that Chinese student
might not express all their opinions loud and
clear. Many things can be stated between the
lines -          Chinese students should be aware
that the Danish students would be very direct and
frank in almost all statements. This is part of
Danish culture - not a sign of impoliteness.