Service Research in Germany and the Karlsruhe Service Research Institute (KSRI) Prof. Dr. Gerhard...

Service Research in Germany and the Karlsruhe Service Research Institute (KSRI)

Prof. Dr. Gerhard Satzger

Karlsruhe Service Research Institute (KSRI)

Opening Centre of Service ResearchManchester, April 22, 2009

2

Agenda

1

2

IT-based services

KSRI - a PPP prototype?

3

4 Observations on SSME

Service initiatives in Germany

IT-based services will change global competitive structures – and e-skills will decide how …

3

Internet Evolution ICT drives de-/recomposition of value networks

ICT drives location-independency of services

Historical Development of GDP contribution of industrial sectors in Germany

Agriculture

Manufacturing

Service

0%

20%

40%

60%

80%

100%

1810 1860 1910 1960 2010

With growing services shares, individual companies need to prepare…

4

Total: $ 71,940 Total: $ 88,396

IBMWW Revenue

IBMWW Revenue1995 2000

49% Hardware

5% Financing

28%Services

18%Software

43% Hardware

5% Financing

38%Services

14%Software

Source: IBM Annual Reports; IBM Earnings release Jan 21, 2009

Total: $ 103,630

IBMWW Revenue 2008

19% Hardware

2% Financing

57%Service

21%Software

Objectives for university PPP:

• Shape new SSME research field

• Strengthen IBM’s positioning as the “innovator’s innovator”

• Shape education profile of future work force

• Increase IBM’s visibility as an attractive employer

• Drive innovations for IBM’s service business

• Provide unique development opportunities for IBMers

The KSRI is one IBM answer to the challenge …

5

Karlsruhe Service Research Institute

Institute infrastructure

Joint research projects

Information & Market Engineering

Prof. Dr. Christof

Weinhardt

eOrganisation

Prof. Dr. Stefan

Tai

Service Innovation & Management

Prof Dr. GerhardSatzger

Knowledge Management

Prof. Dr. Rudi

Studer

Technician

Rese

arc

her

Rese

arc

her

Pro

fess

or

Rese

arc

her

Service Innovation &Management

½ S

ecr

eta

ry

Rese

arc

her

Rese

arc

her

Rese

arc

her

Pro

fess

or

eOrganisation


Management

Technician

Pro

fess

or

½ S

ecr

eta

rySecretarySecretary

Rese

arc

her

Rese

arc

her

Rese

arc

her

Pro

fess

or

Rese

arc

her

½ S

ecr

eta

ry

Pro

fess

or

½ S

ecr

eta

ry

Knowledge Management

Rese

arc

her

Rese

arc

her

Rese

arc

her

Rese

arc

her

½ S

ecr

eta

ry

Progress #1: Public/private interest to further build up the institute

6KSRI update @ EU e-skills Conference, Oct 2008

Karlsruhe Service Research Institute

Institute infrastructure

Joint research projects

Technician

Management

TechnicianSecretarySecretary

Rese

arc

her

Rese

arc

her

Rese

arc

her

Pro

fess

or

Rese

arc

her

½ S

ecr

eta

ryKnowledge

Management


Pro

fess

or

½ S

ecr

eta

ry

Pro

fess

or

½ S

ecr

eta

ry

Rese

arc

her

Rese

arc

her

Rese

arc

her

Rese

arc

her

Pro

fess

or

Rese

arc

her

Rese

arc

her

Rese

arc

her

½ S

ecr

eta

ry

Product Services

*

Service Design

Pro

fess

or

½ S

ecr

eta

ry

Pro

fess

or

½ S

ecr

eta

ry

Rese

arc

her

Rese

arc

her

Rese

arc

her

Pro

fess

or

Collaborative Innovation Processes

½ S

ecr

eta

ry

Pro

fess

or

½ S

ecr

eta

ry

Rese

arc

her

Rese

arc

her

Rese

arc

her

Rese

arc

her

Rese

arc

her

Rese

arc

her

Pro

fess

or

eOrganisation

½ S

ecr

eta

ry

Rese

arc

her

Rese

arc

her

Rese

arc

her

½ S

ecr

eta

ry

Pro

fess

or

Service Innovation &Management

Pro

fess

or

Rese

arc

her

Rese

arc

her

Rese

arc

her

½ S

ecr

eta

ry

“Internet of Services“

Company x

Company y

Progress #2:A curriculum for an e-skills / service oriented profile

7KSRI update @ EU e-skills Conference, Oct 2008

Economics

Service Engineering (10 CP)Service Engineering (10 CP)

Service Management (10 CP)Service Management (10 CP)

Market Engineering

Market Engineering

Internet Business Models

Internet Business Models

CRM CRM Recommendation Systems

Recommendation Systems

Social Network Analysis in CRMSocial Network

Analysis in CRM

Service InnovationService Innovation

eServiceseServices

Project Workshop / Seminar




OR in Service Management OR in Service Management

Management of Business Networks

Management of Business Networks

Business and IT Service Management

Business and IT Service Management

Computer Science

Service Technologies (17 CPs)Service Technologies (17 CPs)

Service-oriented Computing 1


Enterprise Computing Enterprise Computing

Knowledge ManagementKnowledge

Management

Component-based SW development

Component-based SW developmentUbiquitous ITUbiquitous IT



Semantic Web Technologies 2Semantic Web Technologies 2

Data Base SystemsData Base Systems

Service Network Coordination

Service Network Coordination



New KSRI Lectures

Progress #3: Interdisciplinary research profile on IT-based services

8

Service Technologies:Service Computing

Service Technologies:Knowledge & Semantics

Service Management

Service Engineering

Service Architecture & Computing

Service Context & Semantics

Service Innovation & Management

Service Markets & Economics

Service Research

Teaching Modules

Research Perspectives

Progress #4:Supporting government initiatives

9

Source: Expert Group “Service Science”, Nov 28, 2008; http://www.reser2008.de/futureservicesscience_germany/

Strategic Area „Services“

German High-Tech-Strategy

… …

Sponsored professorships

Brand „services made in ..“

Service portal

Research grant strategy

Services sector measmt.

Lifelong learning

Services in prof. education

Measuring services

„Service Science“

Simulation of services

Working towards clarifying viability, contents and implementation of a „Service Science“

10

Source: Expert Group “Service Science”, Nov 28, 2008; http://www.reser2008.de/futureservicesscience_germany/

Contents Implementation

Perspective change Science terminology

Vision

Status quo

Roadmap

Scenarios

• 10 service taskforces on services within German High-Tech-Strategy

• „Service Science“ taskforce: around 20 experts within Germany

Some observations…

• Underestimation of the amount of change based on IT-based services

• Significant interest in PPP concept

• Increasing global spread, but differentiated international focus on SSME

• Missing job and education profiles

• Separate SSME programs ?

11

Contact

Thank you for your attention!

Photo

Prof. Dr. Gerhard Satzger

Universität Karlsruhe (TH)Fakultät für WirtschaftswissenschaftenKarlsruhe Service Research Institute (KSRI)Research Group Service Innovation & ManagementEnglerstraße 11, 76131 Karlsruhe

Telefon: +49 (0) 721 608 - 8763Fax: +49 (0) 721 608 - 8399

Email: [email protected]

Market expectations are enormous…

13

„ In 2012, more than a third of application spending will be based on SaaS rather than SW product licences“ (Gartner, 2/2008).

Source: finance.yahoo.com, 22/01/09

Vision: New ICT technologies enable the co-creation of value

14

Technology as Driver

100%

1810 2010

Provider

Cust.

Service Research (narrow sense)

Service Science (SSME)

Service Research (wide sense)

„Co-Create Value“

Individual Disciplines

Emphasis on value co-creation

Development of interdisciplinary concepts, methods and tools

Integrated Disciplines

More focus is urgently needed to get ready for global competition.…

IBM Academic Initiative: SSME(Service Science, Management and Engineering)

15

EU e-skills Initiative

BMBF High Tech Initiative

€15B investment up to 2009

„Forschungsunion“ Wirtschaft-Wissenschaft

European Services Directive

Issued 2006, to be implemented by 2009

Service Research in Germany and the Karlsruhe Service Research Institute (KSRI) Prof. Dr. Gerhard...

Documents

Transcript of Service Research in Germany and the Karlsruhe Service Research Institute (KSRI) Prof. Dr. Gerhard...