04/15/2023 2

Reflecting on Sutton’s “Scaling Excellence”Jim Spohrer, IBM

Director, Global University Programs (GUP) and Cognitive Systems Institute Group (CSIG)Frontiers in Service, Saturday July 11, 2015

http://www.slideshare.net/spohrer/Frontiers_Sutton_Spohrer_20150711_v2

© IBM 2015, IBM UPward - University Programs Worldwide accelerating regional

development

7

Moore’s-Like Law for Scaling Smart Service Systems

Computational System

Smarter TechnologyRequires investment roadmap

Service Systems: Stakeholders & Resources

1. People 2. Technology3. Shared Information4. Organizations

connected by win-win value propositions

Smarter Buildings, Universities, CitiesRequires investment roadmap

What $1000 buys

04/15/2023© IBM 2015, IBM Upward University

Programs Worldwide accelerating regional development

8

In Summary

04/15/2023© IBM 2015, IBM Upward University

Programs Worldwide accelerating regional development

9

“A service scienceperspective considersthe evolving ecology of service system entities, value co-creation andcapability co-elevationInteractions, their capabilities, constraints,rights, and responsibilities.

Cognitive SystemsEntities

Service SystemsEntities Cognitive

AssistantsRights &Responsibilities

Helping individuals and organizationsscale service innovation excellence,

and close “knowing - doing” skills gap

People:From I to T-shape and Beyond!

04/15/2023© IBM 2013 IBM University Programs

worldwide accelerating regional development (IBM UPward)

11

Many disciplinesMany sectors

Many regions/cultures(understanding & communications)

Deep in one sector

Deep in one region/culture

Deep in one discipline

IBM in Silicon Valley:From Punch Cards….

04/15/2023© IBM 2015, IBM Upward University

Programs Worldwide accelerating regional development

12

On August 22, 1943, 105 men, women and children, among them 43 IBM employees, alighted from a special train that carried them across the continent to establish new homes and the new IBM Card Manufacturing Plant Number 5 at 16th and St. John Streets, San Jose, CA.

04/15/2023© IBM 2015, IBM Upward University

Programs Worldwide accelerating regional development

13

IBM in Silicon Valley:To Brain Chips….

04/15/2023© IBM 2015, IBM Upward University

Programs Worldwide accelerating regional development

14

Reminders

• Photo Contest• Survey• Drought• Personal Belongings• Drop Box -http://bit.ly/1DYwGxy – Session Updates (next slide)– Abstracts & Bio

• Happy Hour (today at 5pm)• Thanks for attending, and have fun!

New Sessions(Drop Box -http://bit.ly/1DYwGxy )

• 13-1 Aly Megahed (Chair: Nasr)– Win Prediction for IT Service Contracts

• 13-7 Francesca Sorgente (Chair: Spohrer)– A Service-Based Framework for Personal Time

Management in Smart Cities• 14-6 Hamid Motahari (Chair: Hottum)– Service Lifecycle Analytics: From Data Analytics to

Cognitive Computing to support Service Excellence

#frontiersinservice

Survey

Two More Venue Reminders:Drought

Personal Belongings

DropBox

<Happy Hour 5pm>

Helping organizations close the gap for service innovation skills

Helping organizations close their service innovation

skills gap