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System as a Fundamental Abstraction of Service Science

System as a Fundamental Abstraction of Service Science

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System as a Fundamental Abstraction of Service Science

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  1. System as a Fundamental Abstraction of Service Science Dr Liping Zhao School of Computer Science & Centre for Service Research The University of Manchester European Workshop on Service Systems (EWOSS) November 9 2009 Eindhoven, The Netherlands

  2. Workshop Aims • To bring like-minded people together to discuss research and practice of service systems; • To have an in-depth discussion of knowledge-intensive service systems; • To decide on actions that will help us to move forward.

  3. Agenda 9.00am Welcome 9.10am Presentation 1: Introduction to Knowledge-Intensive Service Systems SRII Special Interest Group Linda Macaulay 9.30am Discussion 1: Knowledge-Intensive Service Systems Chair: Ian Miles 11.00am Presentation 2: Customers as an intrinsic part of the service system: Customer dynamics in service contracts, customer lifetime value, and marketing Christoph Heitz, Andreas Ruckstuhl and Marcel Dettling 11.20am Discussion 2: Service Value Chain and Value Proposition Chair: Giles Hindle 11.40am Presentation 3: Supporting the Innovation of Service Systems: Reflections from an Action Research Programme using Soft Systems Methodology Giles Hindle 12.00pm Discussion 3: Service Research Methodologies and Frameworks Chair: Christoph Heitz 2.00pm Keynote: Knowledge Intensive Business Services: Sectors, Firms and Systems Ian Miles 3.00pm Presentation 4: Model for Trans-sector Digital Interoperability António Madureira, Frank den Hartog, Eduardo Silva and Nico Baken 3.20pm Discussion 4: The Internet of Services Chair: Nikolay Mehandjiev 4.00pm Actions Chair: Linda Macaulay, Ian Miles and Liping Zhao

  4. Discussion 1: Knowledge-Intensive Service Systems • What is knowledge-intensive service system (KISS)? • What is knowledge-based service system (KBSS)? • What is knowledge-driven service system (KDSS)? • KISS sectors? • Health care • Education • Government • Business

  5. Discussion 2: Value Co-creation and Value Proposition • Is value co-creation a positive outcome of interactions between service suppliers and consumers? • Value = Benefits – Costs – Risks • Involving customers directly in the creation of value involves risks for both customers and producers • Kambil, Friesen and Sundaram have identified the following 6 risks(http://www.accenture.com/Global/Research_and_Insights/Outlook/By_Alphabet/CocreationValue.htm): • Privacy • Legal • Brand • Goal divergence • Effort • Equity of returns • How to manage the risks? • Define objectives • Select the right co-creators • Be Clear About Rights and Expectations • Control the Channels • Outsource Co-Creation • Provide Capabilities for Co-Creation • Manage Incentives

  6. Discussion 3: Research Methodologies and Frameworks for Service Systems • What are suitable research methodologies and frameworks for service systems? • Soft Systems Methodology (SSM) • Complex Adaptive System Theory (CAS) • Viable System Model (VSM) • Software System Development Methods

  7. Discussion 4: The Internet of Services • New business models? • New business processes?