1 / 8

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

carol-swanson
Télécharger la présentation

Services Science at Virginia Tech

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  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!

More Related