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___________”
Service
System
OR/IE
MS
Economics & Law
CS/AI
Multiagent Systems Game Theory
MIS
Anthropology
& Psychology
Organization
Theory
Jalāl ad-Dīn Muḥammad Rūmī
Strathclyde Service Science Workshop – 9th June 2008
Rumi Metaphoric Stories
Questions/Research Agendas for
Service Science (output of the
Strathclyde Service Science Workshop)
“Service science is just___________”
Service
System
OR/IE
MS
Economics & Law
CS/AI
Multiagent Systems Game Theory
MIS
Anthropology
& Psychology
Organization
Theory
What is it?
Strathclyde Service Science Workshop – 9th June 2008
http://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
(the whole)
Service Science
?
?
?
?
?
Perhaps more emphasis on the core
concept rather than titles and definitions?
Fore instance:
“Core concept is Collaboration”
Current Perception of Audience
What I think was intended
There is a new
discipline
We need to
collaborate
It is called
Service/s Science/s
This means we
should do the following
……
It means …
This calls for a
new discipline
It calls for
collaboration
Any suggestions
for the title?
The Story of the Four Travellers
I hate grapes,
I want ENAB
No, ANGUR!
I want
GRAPES
Only UZUM or I
will break your
neck
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
SSME:
SOCIAL SCIENCE
BUSINESS
…..
The Story of the Tattoo
T-Shaped People?
Strathclyde Service Science Workshop – 9th June 2008
Some times only a full success is the real success!
100% Success
98% Success?
Work Experience
Higher Education
?
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
The Rumi (Persian) version of the story
Elephant and the dark room
If each had a candle, all differences would have been resolved!
Any questions?
Please ask Jim