Service Science, Management and Engineering
Encyclopedia
Service science, management, and engineering (SSME) is a term introduced by IBM
to describe service science, an interdisciplinary approach to the study, design, and implementation of services systems – complex systems in which specific arrangements of people and technologies take actions that provide value for others. More precisely, SSME has been defined as the application of science, management, and engineering disciplines to tasks that one organization beneficially performs for and with another.
Today, SSME is a call for academia, industry, and governments to focus on becoming more systematic about innovation in the service sector, which is the largest sector of the economy in most industrialized nations, and is fast becoming the largest sector in developing nations as well. SSME is also a proposed academic discipline and research area that would complement – rather than replace – the many disciplines that contribute to knowledge about service. The interdisciplinary nature of the field calls for a curriculum and competencies to advance the development and contribution of the field of SSME.
)). Intuitively, services are processes, performances, or experiences that one person or organization does for the benefit of another – such as custom tailoring suit, cooking a dinner to order, driving a limousine, mounting a legal defense, setting a broken bone, teaching a class, or running a business’s information technology infrastructure and applications. In all cases, service involves deployment of knowledge, skills, and competences that one person or organization has for the benefit of another (Lusch & Vargo), often done as a single, customized job. And in all cases, service requires substantial input from the customer or client (Sampson) – how else could your steak be customized for you unless you tell you waiter how you want it prepared? In general there are so-called front-stage and back-stage activities in any business transaction – front stage being the part that comes in contact with the customer and back stage being the part that does not (Teboul). Service depends on having a high degree of front-stage activities to interact with the customer, whereas traditional manufacturing requires very little customer input to the production process and depends almost entirely on back-stage activities.
There are many definitions of service in the literature. Here are a few:
Historically, service scholars emphasized customization, but the world is changing. One of the contributions of SSME may be to help service managers to achieve standardization and its more sophisticated sibling, assembly of standardized modular service elements in several "customizable" but highly predictable permutations. Many customers seek and value standardization because it reduces variability and usually helps bring prices down. Services in the digital economy employ standardization and mass customization. A new service definition might focus on the technical nature of modern day service, rather than on explaining away why service productivity is not doing as well as manufacturing, so that we can do something to advance the service economy.
Not all services require substantial input from the customer—one of the motivations for outsourcing in electronic commerce
contexts (both b2b and b2c) is to hire another person or organization to do work that an individual or corporate entity doesn't want to do (or lacks the skills, knowledge, physical capabilities or equipment to perform). Particularly in areas such as maintenance, cleaning, and repair, the customer's goal may be to become involved as little as possible, preferring to leave it to the experts to determine what needs to be done. In such instances, the front-stage is pretty small. Yet when teaching service, there's a risk of spending too much time on discussing the high-contact, customizable services that we enjoy using ourselves and not nearly enough in studying and researching the more "boring" but fast growing areas in b2b where much of the action is highly repetitive, often substantially automated, and takes place primarily behind the scenes.
is a term that frequently appears in the service management
, service operations, services marketing
, service design
, and service engineering literatures.
Service involves both a provider and a client working together to create value. A doctor interviews a patient, does some tests, and prescribes some medicine – the patient answers the questions, cooperates with the tests, and takes the medicine faithfully. Perhaps technologies and other people are involved in the tests or in the assignment and filling of prescriptions. Together, doctor, patient, others, and technologies co-create value – in this case, patient health. These relationships and dependencies can be viewed as a system of interacting parts. In many cases, a service system is a kind of complex system – a system in which the parts interact in a non-linear way. As such, a service system is not just the sum of its parts, but through complex interactions, the parts create a system whose behavior is difficult to predict and model. In many cases, a main source of complexity in a service system is its people, whether those at the client, those at the provider, or those at other organizations.
Service systems are designed and constructed, are often very large, and as complex systems, they have emergent properties. This makes them a kind of engineering system (in MIT’s terms – see http://esd.mit.edu). Large-scale service systems include, for instance, major metropolitan hospitals, highway or high-rise construction projects, or large IT outsourcing operations in which one company takes over the daily operations of IT infrastructure for another. In all these cases, systems are designed and built to provide and sustain service, yet because of their complexity and size, operations do not always go smoothly, and all interactions and results cannot be anticipated.
and continuing right up to the present day. Yet most such interest in service has focused narrowly on marketing or management or economics. With the rise of technology-enabled services, many traditionally manufacturing-based companies have begun to see more and more revenue generated by service operations. So in industry, there was a growing recognition that service innovation is now as important – if not more important than – technology innovation. Yet, service innovation is generally unknown (save for a few economists studying the relationship between investment and innovation in service industries; e.g., GADREY & GALLOUJ).
The key to service science is interdisciplinarity, focusing not merely on one aspect of service but rather on service as a system of interacting parts that include people, technology, and business. As such, service science draws on ideas from a number of existing disciplines – including computer science, cognitive science, economics, organizational behavior, human resources management, marketing, operations research, and others – and aims to integrate them into a coherent whole. In fact, IBM relabeled its initiative in this area Service Science, Management, and Engineering to highlight the interdisciplinary nature of the effort. HP has created the Centre for Systems and Services Sciences for the same reason. Oracle Corp. working with IBM, joined in creating an industry consortium called the Service Research and Innovation Initiative focused on establishing what it calls "service science" as both a key area for investment by companies and governments and as a full-blown academic discipline.
The NESSI (Networked European Software and Services Initiative) group in the European Union has established a Services Sciences Working Group.
Definitions of 'service science' can be misleading. An analogy can be made with Computer Science. The success of CS is not in the definition of a basic science (as in physics or chemistry for example) but more in its ability to bring together diverse disciplines, such as mathematics, electronics and psychology to solve problems that require they all be there and talk a language that demonstrates common purpose. Services Science may be the same thing – just bigger – as an interdisciplinary umbrella that enables economists, social scientists, mathematicians, computer scientists and legislators (to name a small subset of the necessary disciplines) to cooperate in order to achieve a larger goal – analysis, construction, management and evolution of the most complex systems we have ever attempted to construct.
Universities have begun to act on the need for service science or SSME as well. For instance, UC Berkeley created an SSME program. And North Carolina State University created an MBA track for service and a computer engineering degree for services well. In both cases, the schools recognize the interdisciplinary character of the field and incorporate content from a variety of disciplines. Other schools with interdisciplinary interests in SSME include Carnegie Mellon University, University of Maryland, Arizona State University, Northern Illinois University, UC Santa Cruz, San Jose State University, Utah State University, RPI, University of Manchester
, Helsinki University of Technology
, The University of Sydney, Karlsruhe Institute of Technology, National University of Singapore, Singapore Management University, Masaryk University and a MBA in Services Sciences, Management And Engineering at Lusofona University – Information Systems School (Portugal).
Academic publications in SSME are also starting to appear. For instance, see the special issue of the Communications of the ACM focused entirely on service science and IEEE Computer Steps Toward a Science of Service Systems.
University of Geneva, Institute of Services Science
IBM
International Business Machines Corporation or IBM is an American multinational technology and consulting corporation headquartered in Armonk, New York, United States. IBM manufactures and sells computer hardware and software, and it offers infrastructure, hosting and consulting services in areas...
to describe service science, an interdisciplinary approach to the study, design, and implementation of services systems – complex systems in which specific arrangements of people and technologies take actions that provide value for others. More precisely, SSME has been defined as the application of science, management, and engineering disciplines to tasks that one organization beneficially performs for and with another.
Today, SSME is a call for academia, industry, and governments to focus on becoming more systematic about innovation in the service sector, which is the largest sector of the economy in most industrialized nations, and is fast becoming the largest sector in developing nations as well. SSME is also a proposed academic discipline and research area that would complement – rather than replace – the many disciplines that contribute to knowledge about service. The interdisciplinary nature of the field calls for a curriculum and competencies to advance the development and contribution of the field of SSME.
What is Service?
In national economic statistics, the service sector is often defined as whatever is not agriculture or manufacturing (service sector – tertiary sector of the economy (Colin ClarkColin Clark
Colin Grant Clark was a British and Australian economist and statistician who worked in both the United Kingdom and Australia. He pioneered the use of the gross national product as the basis for studying national economies.-Biography:Colin Clark was born in London in 1905 and was educated at the...
)). Intuitively, services are processes, performances, or experiences that one person or organization does for the benefit of another – such as custom tailoring suit, cooking a dinner to order, driving a limousine, mounting a legal defense, setting a broken bone, teaching a class, or running a business’s information technology infrastructure and applications. In all cases, service involves deployment of knowledge, skills, and competences that one person or organization has for the benefit of another (Lusch & Vargo), often done as a single, customized job. And in all cases, service requires substantial input from the customer or client (Sampson) – how else could your steak be customized for you unless you tell you waiter how you want it prepared? In general there are so-called front-stage and back-stage activities in any business transaction – front stage being the part that comes in contact with the customer and back stage being the part that does not (Teboul). Service depends on having a high degree of front-stage activities to interact with the customer, whereas traditional manufacturing requires very little customer input to the production process and depends almost entirely on back-stage activities.
There are many definitions of service in the literature. Here are a few:
|
Historically, service scholars emphasized customization, but the world is changing. One of the contributions of SSME may be to help service managers to achieve standardization and its more sophisticated sibling, assembly of standardized modular service elements in several "customizable" but highly predictable permutations. Many customers seek and value standardization because it reduces variability and usually helps bring prices down. Services in the digital economy employ standardization and mass customization. A new service definition might focus on the technical nature of modern day service, rather than on explaining away why service productivity is not doing as well as manufacturing, so that we can do something to advance the service economy.
Not all services require substantial input from the customer—one of the motivations for outsourcing in electronic commerce
Electronic commerce
Electronic commerce, commonly known as e-commerce, eCommerce or e-comm, refers to the buying and selling of products or services over electronic systems such as the Internet and other computer networks. However, the term may refer to more than just buying and selling products online...
contexts (both b2b and b2c) is to hire another person or organization to do work that an individual or corporate entity doesn't want to do (or lacks the skills, knowledge, physical capabilities or equipment to perform). Particularly in areas such as maintenance, cleaning, and repair, the customer's goal may be to become involved as little as possible, preferring to leave it to the experts to determine what needs to be done. In such instances, the front-stage is pretty small. Yet when teaching service, there's a risk of spending too much time on discussing the high-contact, customizable services that we enjoy using ourselves and not nearly enough in studying and researching the more "boring" but fast growing areas in b2b where much of the action is highly repetitive, often substantially automated, and takes place primarily behind the scenes.
What is a Service System?
Service systemService system
A service system is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers.- Scope of the term :...
is a term that frequently appears in the service management
Service management
Service management is integrated into supply chain management as the joint between the actual sales and the customer. The aim of high performance service management is to optimize the service-intensive supply chains, which are usually more complex than the typical finished-goods supply chain...
, service operations, services marketing
Services marketing
Services marketing is a sub field of marketing, which can be split into the two main areas of goods marketing and services marketing...
, service design
Service design
Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers....
, and service engineering literatures.
Service involves both a provider and a client working together to create value. A doctor interviews a patient, does some tests, and prescribes some medicine – the patient answers the questions, cooperates with the tests, and takes the medicine faithfully. Perhaps technologies and other people are involved in the tests or in the assignment and filling of prescriptions. Together, doctor, patient, others, and technologies co-create value – in this case, patient health. These relationships and dependencies can be viewed as a system of interacting parts. In many cases, a service system is a kind of complex system – a system in which the parts interact in a non-linear way. As such, a service system is not just the sum of its parts, but through complex interactions, the parts create a system whose behavior is difficult to predict and model. In many cases, a main source of complexity in a service system is its people, whether those at the client, those at the provider, or those at other organizations.
Service systems are designed and constructed, are often very large, and as complex systems, they have emergent properties. This makes them a kind of engineering system (in MIT’s terms – see http://esd.mit.edu). Large-scale service systems include, for instance, major metropolitan hospitals, highway or high-rise construction projects, or large IT outsourcing operations in which one company takes over the daily operations of IT infrastructure for another. In all these cases, systems are designed and built to provide and sustain service, yet because of their complexity and size, operations do not always go smoothly, and all interactions and results cannot be anticipated.
Toward a science of service
There is a long history of academic and industrial interest in the service sector – starting with Adam SmithAdam Smith
Adam Smith was a Scottish social philosopher and a pioneer of political economy. One of the key figures of the Scottish Enlightenment, Smith is the author of The Theory of Moral Sentiments and An Inquiry into the Nature and Causes of the Wealth of Nations...
and continuing right up to the present day. Yet most such interest in service has focused narrowly on marketing or management or economics. With the rise of technology-enabled services, many traditionally manufacturing-based companies have begun to see more and more revenue generated by service operations. So in industry, there was a growing recognition that service innovation is now as important – if not more important than – technology innovation. Yet, service innovation is generally unknown (save for a few economists studying the relationship between investment and innovation in service industries; e.g., GADREY & GALLOUJ).
The key to service science is interdisciplinarity, focusing not merely on one aspect of service but rather on service as a system of interacting parts that include people, technology, and business. As such, service science draws on ideas from a number of existing disciplines – including computer science, cognitive science, economics, organizational behavior, human resources management, marketing, operations research, and others – and aims to integrate them into a coherent whole. In fact, IBM relabeled its initiative in this area Service Science, Management, and Engineering to highlight the interdisciplinary nature of the effort. HP has created the Centre for Systems and Services Sciences for the same reason. Oracle Corp. working with IBM, joined in creating an industry consortium called the Service Research and Innovation Initiative focused on establishing what it calls "service science" as both a key area for investment by companies and governments and as a full-blown academic discipline.
The NESSI (Networked European Software and Services Initiative) group in the European Union has established a Services Sciences Working Group.
Definitions of 'service science' can be misleading. An analogy can be made with Computer Science. The success of CS is not in the definition of a basic science (as in physics or chemistry for example) but more in its ability to bring together diverse disciplines, such as mathematics, electronics and psychology to solve problems that require they all be there and talk a language that demonstrates common purpose. Services Science may be the same thing – just bigger – as an interdisciplinary umbrella that enables economists, social scientists, mathematicians, computer scientists and legislators (to name a small subset of the necessary disciplines) to cooperate in order to achieve a larger goal – analysis, construction, management and evolution of the most complex systems we have ever attempted to construct.
Universities have begun to act on the need for service science or SSME as well. For instance, UC Berkeley created an SSME program. And North Carolina State University created an MBA track for service and a computer engineering degree for services well. In both cases, the schools recognize the interdisciplinary character of the field and incorporate content from a variety of disciplines. Other schools with interdisciplinary interests in SSME include Carnegie Mellon University, University of Maryland, Arizona State University, Northern Illinois University, UC Santa Cruz, San Jose State University, Utah State University, RPI, University of Manchester
University of Manchester
The University of Manchester is a public research university located in Manchester, United Kingdom. It is a "red brick" university and a member of the Russell Group of research-intensive British universities and the N8 Group...
, Helsinki University of Technology
Helsinki University of Technology
Aalto University School of Science and Technology , was the temporary name for Helsinki University of Technology during the process of forming the Aalto University...
, The University of Sydney, Karlsruhe Institute of Technology, National University of Singapore, Singapore Management University, Masaryk University and a MBA in Services Sciences, Management And Engineering at Lusofona University – Information Systems School (Portugal).
Academic publications in SSME are also starting to appear. For instance, see the special issue of the Communications of the ACM focused entirely on service science and IEEE Computer Steps Toward a Science of Service Systems.
Sources
- Jorge Cardoso, Konrad Voigt, and Matthias Winkler "Service Engineering for the Internet of Services." Enterprise Information Systems, Lecture Notes in Business Information Processing (LNBIP), Vol. 19, pp. 15–27, 2009.
- Jorge Cardoso; Barros, A.; May, N. and Kylau, U. "Towards a Unified Service Description Language for the Internet of Services: Requirements and First Developments.". In IEEE International Conference on Services Computing, IEEE Computer Society Press, Florida, USA, 2010.
- "Steps Toward a Science of Service Systems", in IEEE Computer, Jan 2007.
- Hefley, B. & Murphy, W. (eds.) "Service Science, Management, and Engineering: Education for the 21st Century." (ISBN 0-387-76577-8, ISBN 978-0-387-76577-8). New York: Springer, 2008.
- “Models of Cyberinfrastructure-based Enterprises and their Engineering” in C. Hsu ed., Service Enterprise Integration: an Enterprise Engineering Perspective, Springer Science, 2007.
- "Serving the Services", ORMS Today June 2006
- "Trends in Services Sciences in Japan and Abroad" Science and Technology Trends Quarterly Review, April 2006
- Sampson (2001) "Understanding service businesses". John Wiley: New York, NY.
- Teboul, James (2006) "Service is Front Stage". INSEADINSEADINSEAD is an international graduate business school and research institution. It has campuses in Europe , Asia , and the Middle East , as well as a research center in Israel...
Business Press. - B Andersen et al. (eds) 2000 "Knowledge and Innovation in the New Service Economy" Cheltenham, Elgar (ISBN 1-84064-572-5)
- S Metcalfe and I Miles (eds) 2000 "Innovation Systems in the Service Economy" Dordrecht: Kluwer
- Gadrey, J. and Gallouj, F., (2002) "Productivity, Innovation and Knowledge in Services, New Economic and Socio-Economic Approaches". Cheltenham, UK: Edward Elgar.
- Qiu, Robin, Ed.(2006) "Enterprise Service Computing: From Concept to Deployment". Idea Group Publishing: Hershey, PA.
- "Public Services Innovation through Technology" David Pym, Richard Taylor and Chris Tofts, Hewlett-Packard
- Service Science, a fully refereed international journal, provides the primary and effective forum for both academic scholars and industry practitioners to propose and foster quick discussion on research and development and disseminate their latest findings in the service science and related research, education and practice areas.
See also
- customer serviceCustomer serviceCustomer service is the provision of service to customers before, during and after a purchase.According to Turban et al. , “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer...
- enterprise architectureEnterprise architectureAn enterprise architecture is a rigorous description of the structure of an enterprise, which comprises enterprise components , the externally visible properties of those components, and the relationships between them...
- managed servicesManaged servicesManaged services is the practice of transferring day-to-day related management responsibility as a strategic method for improved effective and efficient operations inclusive of Production Support and lifecycle build/maintenance activities...
- service (economics)
- service designService designService design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers....
- Service dominant logic (marketing)Service dominant logic (Marketing)-Service-Dominant Logic of Marketing:Radical reformulation of marketing thought is not new and arguably is part of the dynamic tension just under the surface calm of any discipline. But not since Lyn Shostack’s call to marketers to “break free” from goods marketing in 1977 has a new reconfiguration...
- service economyService economyService economy can refer to one or both of two recent economic developments. One is the increased importance of the service sector in industrialized economies. Services account for a higher percentage of US GDP than 20 years ago...
- service managementService managementService management is integrated into supply chain management as the joint between the actual sales and the customer. The aim of high performance service management is to optimize the service-intensive supply chains, which are usually more complex than the typical finished-goods supply chain...
- services marketingServices marketingServices marketing is a sub field of marketing, which can be split into the two main areas of goods marketing and services marketing...
- service providerService providerA service provider is an entity that provides services to other entities. Usually, this refers to a business that provides subscription or web service to other businesses or individuals. Examples of these services include Internet access, Mobile phone operators, and web application hosting...
- service systemService systemA service system is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers.- Scope of the term :...
- systemSystemSystem is a set of interacting or interdependent components forming an integrated whole....
- web serviceWeb serviceA Web service is a method of communication between two electronic devices over the web.The W3C defines a "Web service" as "a software system designed to support interoperable machine-to-machine interaction over a network". It has an interface described in a machine-processable format...
- Secure Operations Language
- Viable systems approachViable systems approachThe Viable Systems Approach is a system theory in which the observed entities and their environment are interpreted through a systemic viewpoint, starting with the analysis of fundamental elements and finally considering more complex related systems...
External links
- Pós-Graduação em Gestão e Engenharia de Serviços, Universidade Fernando Pessoa (Portugal) – Educação Corporativa (UFP CE)
- Mestrado em Serviços de Informação (MServInf), Universidade do Minho (Portugal)
- Mestrado em Engenharia de Serviços e Gestão (MESG) – Faculdade de Engenharia da Universidade do Porto (Portugal)
- MBA – Services Sciences, Management And Engineering, Lusofona University – Information Systems School (Portugal)
- IBM SSME Website
- Singapore Management University – Importance of SSME
- Center for Services Leadership at the ASU W.P Carey School of Business
- Centre for Systems and Services Sciences
- A European based service science startup, concinnitas
- Services Sciences Working Group
- UC Berkeley
- MIT
- U Maryland
- Information School, Renmin Univ. of China
- UC Santa Cruz
- North Carolina State University
- University of St. Gallen, MCM Institute
- Karlsruhe Institute of Technology, Germany
- European Research Center for Information Systems (ERCIS), WWU Muenster
- Technion, Israel
- U Sydney Australia http://www.cs.usyd.edu.au/~new5991/
- San Jose State University
- Northern Illinois University
- NSF 2006 Workshop on Service Research and Education – Penn State/Shanghai JiaoTong University
- First International Workshop and Summer School on Service Science, Management and Engineering – Computer Science Department/University of Crete
- Business Services Science at RMIT UniversityRMIT UniversityRMIT University is an Australian public university located in Melbourne, Victoria. It has two branches, referred to as RMIT University in Australia and RMIT International University in Vietnam....
(Melbourne, Australia) - Service Science, Management, and Engineering at Masaryk UniversityMasaryk UniversityMasaryk University is the second largest university in the Czech Republic, a member of the Compostela Group and the Utrecht Network. Founded in 1919 in Brno as the third Czech university , it now consists of nine faculties and 42,182 students...
(Brno, Czech Republic) - Service Engineering and Management Summer School 2008, Department of Industrial Engineering and Management, Helsinki University of Technology
- Service Science Research Center (SSRC) in National Chengchi UniversityNational Chengchi UniversityNational Chengchi University is a prestigious public university at Muzha in Wenshan District, Taipei City, Taiwan. It is well-known for its concentration on the social sciences, law, commerce, communication, liberal arts and for its MBA programs....
- SRII – Service Research and Innovation Institute
- SSMEnetUK – UK Network of researchers in Service Science Management and Engineering
- SSME MUNI – Information and study materials about SSME from Faculty of Informatics Masaryk University Brno
University of Geneva, Institute of Services Science
- Institute – Services Sciences, Geneva University
- International Conference on Exploring Services Sciences, Geneva University