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Services Science at Virginia Tech

Services Science at Virginia Tech. AMCIS 2007 Keystone Colorado 8/11/07 Steven D. Sheetz sheetz@vt.edu. Service Science at Virginia Tech. Center for Services Science Quality and Innovation (SSQI) Research oriented NSF IUCRC grant proposal

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Services Science at Virginia Tech

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  1. Services Science at Virginia Tech AMCIS 2007 Keystone Colorado 8/11/07 Steven D. Sheetz sheetz@vt.edu

  2. Service Science at Virginia Tech • Center for Services Science Quality and Innovation (SSQI) • Research oriented • NSF IUCRC grant proposal • Participants from IS/IT, CS, Industrial Systems Engineering, still in early stages of outreach • Global network of universities/centers • Courses • Service Management Course (similar to POM) • Included SOA concepts in SAD • Developing proposal for option and minor in IS/IT (option for IS/IT, minor for Mktg, Eng, etc)

  3. Core Concepts of Service Science • Service User/Customer • Understanding expectations • Primary focus is meeting needs • Service Design and Implementation • Component/SOA based • Ease of modification/adaptation • Integrate domain standards, e.g., HL7 • Service Delivery • Ongoing measurement of user perceptions • Comparison of expectations and measurements • Philosophy of continuing improvement

  4. Service Concept (IS/IT vs Human) • There will always be a user/customer • They have needs, goals, and processes • SOA is not Services Science • Systems architecture that attempts to be more closely linked to user needs, goals, processes • Ultimately dependent on designers • SSME requires integrating concepts from both IS/IT and Human service perspectives • E.g., perfect SOA implementation that does not meet expectations will fail

  5. Existing and/or Integrating Courses • Existing courses are relevant • Marketing essentialb • Concepts of OR/Logistics • SAD, DB, Networking (problems already service oriented) • Replace POM with SOM • Similar but measures are of service activities • Includes something about human/info interaction • Develop Capstone Strategy/Policy Class • Different from current strategy class • Built around service businesses • Integrates competitive advantage of IT

  6. Role of IS/IT in SSME • Key IS/IT concepts essential for SSME • Implementation means software and database • Emphasis on business value of system • User/customer orientation • Other disciplines lack key elements • Management lacks knowledge of technology • Engineering lacks inter-disciplinary and profitability perspective • IS/IT is in the BEST position to lead SSME!!!

  7. Old (fine) Wine in New Bottles • IS/IT has always been service focused • Includes goal of designing, implementing, and optimizing business processes (for people to use) • SAD and DB teaching cases over time • Interdisciplinary nature of IS (Mktg, Acct, Fin systems) • Manufacturing/Production/Engineering has different goals • Design of tools, devices (used for many services) • Profitability/business value foreign concept • Misses human information interaction focus • Management lacks adequate understanding of technology

  8. Summary • Core concepts are user expectations, service design, service delivery, and continuous adaptation/improvement • Broad range of service concepts are relevant (necessary to include human oriented services) • Real curriculum is needed • Interdisciplinary • Business value focused • Technology infused • IS/IT is perfectly positioned to lead • SSME is old (fine) wine in new bottles!

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