Service Science The Elephant and the Blind Men, Whos Who Farhad Shafti – Umit Bititci – Robert...
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Transcript of Service Science The Elephant and the Blind Men, Whos Who Farhad Shafti – Umit Bititci – Robert...
Service Science
The Elephant and the Blind Men, Who’s Who
Farhad Shafti – Umit Bititci – Robert Van Der Meer
University of Strathclyde
“Service science is just___________”
OR/IEMS
CS/AIMultiagent Systems
Economics & LawGame Theory
MIS Anthropology& Psychology
OrganizationTheory
ServiceSystem
Jalāl ad-Dīn Muḥammad Rūmī
Strathclyde Service Science Workshop – 9th June 2008
3Rumi Metaphoric Stories
Questions/Research Agendas for Service Science (output of the Strathclyde Service Science Workshop)
“Service science is just___________”
OR/IEMS
CS/AIMultiagent Systems
Economics & LawGame Theory
MIS Anthropology& Psychology
OrganizationTheory
ServiceSystem
What is it?Strathclyde Service Science Workshop – 9th June 2008
http://www.ibm.com/university/ssmehttp://www.ibm.com/university/ssme
“By far the largest and best-established academic literature in service has emerged from service marketing. While the engineering/systems/operations 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
“Service (the whole) is just ___________”
Service Science
Service (the whole)
??
???
Perhaps more emphasis on the core concept rather than titles and definitions?
Fore instance:
“Core concept is Collaboration”
There is a new discipline
It is calledService/s Science/s
It means …
It calls for collaboration
We need to collaborate
This means we should do the following
……
This calls for a new discipline
Any suggestions for the title?
Current Perception of Audience What I think was intended
The Story of the Four Travellers
I want GRAPES
No, ANGUR!
Only UZUM or I will break your
neck
I hate grapes, I want ENAB
How to collaborate?Strathclyde Service Science Workshop – 9th June 2008
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
ENGINEERING SOCIAL SCIENCE BUSINESS …..
ENGINEERING SOCIAL SCIENCE BUSINESS …..
SSME:
The Story of the Tattoo
AAARGH
NOOOOO
MA
MM
A!
T-Shaped People? Strathclyde Service Science Workshop – 9th June 2008
100% Success
98% Success?
Some times only a full success is the real success!
Higher E
ducation
Work Experience
?
What makes this even more complicated
SSME?
COLLABORATION T-SHAPED PEOPLE
"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
If each had a candle, all differences would have been resolved!
The Rumi (Persian) version of the story
Elephant and the dark room
Any questions?
Please ask Jim