San José State University

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Introduction toIntroduction toService Science, ManagementService Science, Management

and Engineering (SSME)and Engineering (SSME)

20102010

Stephen K. Kwan, Ph.D.Stephen K. Kwan, Ph.D.Professor, MISProfessor, MIS

College of BusinessCollege of Business

kwan_s@cob.sjsu.edukwan_s@cob.sjsu.edu408-924-3514408-924-3514

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What is SSME?What is SSME?(Services Sciences, Management, and Engineering)(Services Sciences, Management, and Engineering)

• The application of scientific, management, and engineering The application of scientific, management, and engineering disciplines to tasks that one organization beneficially disciplines to tasks that one organization beneficially performs for and with another (‘services’)performs for and with another (‘services’)

• Science is a way to Science is a way to create knowledgecreate knowledge

• Engineering is a way to Engineering is a way to apply knowledgeapply knowledge and and create new create new valuevalue

• Business Model is a way to apply knowledge and Business Model is a way to apply knowledge and capture capture valuevalue

• Management Management improves the processimproves the process of creating and of creating and capturing valuecapturing value

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Service Scienceis the study of

Service Systems

just asComputer Science

is the study ofComputer Systems

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““Service Science is just ___<name your discipline>____”Service Science is just ___<name your discipline>____”

OR/IEOR/IEMSMS

CS/AICS/AIMultiagent SystemsMultiagent Systems

Economics & LawEconomics & LawGame TheoryGame Theory

MISMIS AnthropologyAnthropology& Psychology& Psychology

OrganizationOrganizationTheoryTheory

A ServiceSystem is Complex

ServiceServiceOperationsOperationsMarketingMarketing

ManagementManagementQualityQuality

Supply ChainSupply ChainHuman FactorsHuman Factors

DesignDesignInnovationInnovation

EngineeringEngineeringSystemsSystems

ComputingComputingEconomicsEconomics

ArtsArtsScienceScience

InformationInformationScienceScience

(i-schools)(i-schools)

GeneralGeneralSystemsSystemsTheoryTheory

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What kinds of skills should a service scientist have? Academic disciplines evolving to combine technology,

business, and social-organization

Technology

Business

Social-Organizational

5

1

9 2527

14

28

10

26

24

84

1. Information Sci & Sys1. Information Sci & Sys

2. Service Ops & Mgmt2. Service Ops & Mgmt

3. Service Engineering3. Service Engineering

4. Service Marketing4. Service Marketing

5. Social Complexity5. Social Complexity

6. Agent-based comput-6. Agent-based comput-ational economicsational economics

7. Computational 7. Computational Organization TheoryOrganization Theory

14. Computer & 14. Computer & Information SciencesInformation Sciences

15. Human Capital 15. Human Capital Management (HCM)Management (HCM)

16. Organization Theory16. Organization Theory

17. Operations Research17. Operations Research

18. Systems Engineering18. Systems Engineering

19. Management Science19. Management Science

20. Game Theory20. Game Theory

21. Industrial Engineering21. Industrial Engineering

22. Marketing22. Marketing

23. Managerial 23. Managerial PsychologyPsychology

23

67

11

12

13

1516

17

18

1920

21

22

23

1990-20041990-2004

1960-19901960-1990

1900-19601900-1960

Before 1900Before 1900

8. Management of 8. Management of Innovation & Tech (MoT)Innovation & Tech (MoT)

9. Experimental 9. Experimental EconomicsEconomics

10. AI & Games10. AI & Games

11. Management of 11. Management of Information SystemsInformation Systems

12. Computer Supported 12. Computer Supported Collab. Work (CSCW)Collab. Work (CSCW)

13. Performance Support 13. Performance Support Systems In Business & Systems In Business & OrganizationOrganization

24. Business 24. Business Administration (MBA)Administration (MBA)

25. Economics25. Economics

26. Law26. Law

27. Sociology27. Sociology

28. Education28. Education

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42%6433 3 1.4Germany

37%261163 2.1Bangladesh

19%201070 1.6Nigeria

45%6728 5 2.2Japan

64%692110 2.4Russia

61%661420 3.0Brazil

34%391645 3.5Indonesia

23%7623 1 5.1U.S.

35%23176014.4India

142%29224925.7China

40yr Service

Growth

S

%

G

%

A

%

Labor

%

Nation

World’s Large Labor ForcesA = Agriculture, G = Goods, S = Service

20092009

The largest labor force migration in human history is underway, driven by global communications, business and technology growth, urbanization and

regional variations in labor and infrastructure costs and capabilities.

CIA Handbook, International Labor OrganizationNote: Pakistan, Vietnam, and Mexico now larger LF than Germany

US shift to service jobs

(A) Agriculture:Value from harvesting nature

(G) Goods:Value from making products

(S) Service:Value from enhancing the

capabilities of people and their ability to interconnect and co-create value

Changing nature of work - away from farms and factories…

Employment Change

Numeric change in wage-salary employment by industry sector, projected 2004-14(Thousands)

Professional and business service 4566

Healthcare and social assistance 4303

cf. Figure 1.2 in text

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0

20

40

60

80

100

120

Services (Info)

Services (Other)

Industry (Goods)

Agriculture

Hunter-Gatherer

Estimations based on Porat, M. (1977) Info Economy: Definitions and Measurement

Estimated world (pre-1800) and then U.S. Labor Percentages by Sector

The Origin of Wealthby Eric D. Beinhocker

2M years as hunting clans/bands10K years as farm families200 years as factory workers60 years (so far) as knowledge workers in organizations and now digital networks

Service Worlds: Economics and Social ScienceInformation services is where recent growth is

The Pursuit of Organizational Intelligence, By James G.March

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San José State University

9http://www-03.ibm.com/press/us/en/attachment/25091.wss?fileId=ATTACH_FILE1&fileName=Podcast%20interview%20with%20SFSU.mp3

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10http://www.usnews.com/usnews/edu/grad/articles/brief/gbeng_brief_2.php

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San José State University

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San José State University

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Over 400 Universities world-wideOver 400 Universities world-wide are engagedare engaged

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14http://www.sjsu.edu/ssme/http://www.sjsu.edu/ssme/

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In-depth knowledge of a specific discipline

Complex Communications Across FieldsAcross industriesAcross cultures

Across functionsAcross disciplines

=More experienced

More adaptiveMore collaborative

BroadenWith

SSMEEducational

program

““We need to hire more T peopleWe need to hire more T people!”!”Industry says:Industry says:

““We need to hire more T facultyWe need to hire more T faculty!”!”Academia says:Academia says:

DevelopNew

Knowledgewith

SSMEResearch

Based on slides byBased on slides byJean Paul JacobJean Paul Jacob

of IBMof IBM