Service Science

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Service Science

• The Elephant and the Blind Men, Whos Who
• Farhad Shafti Umit Bititci Robert Van Der
  Meer
• University of Strathclyde

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Service science is just___________
Service System
OR/IE MS
Economics Law Game Theory
MIS
CS/AI Multiagent Systems
Organization Theory
Anthropology Psychology
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Jalal ad-Din Mu?ammad Rumi
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Strathclyde Service Science Workshop 9th June
2008
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• 3

Rumi Metaphoric Stories
Questions/Research Agendas for Service Science
(output of the Strathclyde Service Science
Workshop)
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Service science is just___________
Service System
OR/IE MS
Economics Law Game Theory
MIS
CS/AI Multiagent Systems
Organization Theory
Anthropology Psychology
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• What is it?

Strathclyde Service Science Workshop 9th June
2008
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http//www.ibm.com/university/ssme
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By far the largest and best-established academic
literature in service has emerged from service
marketing. While the engineering/systems/operation
s viewpoint is a valuable one, and is an integral
part of what SSME should be, its present
dominance in the discussion threatens to make
SSME much narrower than it ought to be. Rust,
2006 Service quality cannot be measured by low
variability of service output it is a personal
affair, a matter of psychology. If this is
perceived and knowledge of it pursued then
Service Science has a far better chance of
improving the quality and productivity of service
provision Chase, 2006
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Service (the whole) is just ___________
Service (the whole)
Service Science
?
?
?
?
?
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• Perhaps more emphasis on the core concept rather
  than titles and definitions?
• Fore instance
• Core concept is Collaboration

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Current Perception of Audience
What I think was intended
There is a new discipline
We need to collaborate
It is called Service/s Science/s
This means we should do the following
It means
This calls for a new discipline
It calls for collaboration
Any suggestions for the title?
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The Story of the Four Travellers
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No, ANGUR!
I hate grapes, I want ENAB
I want GRAPES
Only UZUM or I will break your neck
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• How to collaborate?

Strathclyde Service Science Workshop 9th June
2008
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Barriers to adoption in academia

• Discipline specific funding
• Greater development in certain fields
• Inflexible existing processes
• Vertically organised departments
• Discipline specific terminology

Adapted from Davies 2008, Glushko 2008, Bitner
2006
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ENGINEERING
SOCIAL SCIENCE
BUSINESS ..
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ENGINEERING
SOCIAL SCIENCE
BUSINESS ..
SSME
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The Story of the Tattoo
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NOOOOO
AAARGH
MAMMA!
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• T-Shaped People?

Strathclyde Service Science Workshop 9th June
2008
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Some times only a full success is the real
success!
100 Success
98 Success?
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Work Experience
Higher Education
?
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What makes this even more complicated
SSME?
COLLABORATION
T-SHAPED PEOPLE
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• "a new scientific truth does not triumph by
  convincing its opponents and making them see the
  light, but rather because its opponents
  eventually die, and a new generation grows up
  that is familiar with it.
• Max Planck

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The Rumi (Persian) version of the story Elephant
and the dark room
If each had a candle, all differences would have
been resolved!
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Any questions?

• Please ask Jim