This just in from Juan Figueroa (NSF):

The Engineering Directorate at the National Science Foundation (NSF) is inviting professionals like you to join and participate in the newly created NSF Industry and Academe: Enabling Smart Services Systems LinkedIn Forum/Group.

We would like to know about your thoughts on what kind of technologies would enable smart service systems of the future. We hope that you will utilize this forum to connect with colleagues in other disciplines for potential collaborative opportunities.

Please visit the following link so you can sign up to the Forum/Group.

http://www.linkedin.com/groups/NSF-Industry-Academe-Enabling-Smart-5109582/about

About the NSF Industry and Academe: Enabling Smart Services Systems Group

Best regards

Juan E. Figueroa

CALL FOR PAPERS
SIG SVC 2013 Workshop

Workshop Theme:
Delivering and Managing Services in “Systems of Service Systems”

Sunday, December 15, 2013, 8:30-5:00 PM
Milano, Italy

Download the Call for Papers here (pdf)

The world as we know it today is characterized by complicated, sometimes complex social-technical service systems which surround us at every moment. We are integrated in communication networks, computer-mediated social networks, integrated billing and payment system, multi-modal transport systems, smart power grids and many more systems and infrastructures, which aim at effortless support of our modern life. The same interlaced network of integrated service systems can be found in commercial environments, where enterprise resource planning systems, supply chain management system, financial transaction systems and many more have to work together in an interactive, automated or semi-automated way. These systems have grown over several decades now, but they are dynamic and constantly changing. Maturing systems are decommissioned, new systems are added, older systems are revitalized, additional functionalities are added to existing systems; all of which has created a compli­cated network of heterogeneous “service system of service systems” of different age, quality, reliability, and performance, which may develop their own dynamics.

In a technology-driven society, such an environment is becoming more complex as existing service systems are increasingly interconnected. While individuals are paying with their smart phones, watching Internet-TV, or calling friends via voice-over-IP, companies use integrated service systems for business intelligence or orchestrate complicated service sourcing networks with their vendors. Thus, understanding “service systems of service systems” is becoming increasingly crucial for prudent management of emerging service systems risks. Since new, interconnected service systems have been introduced at an amazing rate in the last decade, society somewhat diverted attention away from evaluating and assessing the resulting impact on service systems stability. In recent years, organizations implemented service-oriented architectures (SOA) and Web 2.0 services (such as SOAP, REST, or AJAX) to facilitate end users to create and customize situational service applications which allow to co-create innovative services. ‘Situational’ in this regard stands for ‘created on demand’ or ‘contextually customized’ to address immediate needs. In so doing, organizations bring the service-oriented SOA-concept to the employees. This democratization of service creation generates innovation potential but increases the need for a more holistic perspective for planning, management, and orchestration of service systems of service systems.

While we have accepted and enjoyed the advents of interconnected information systems, we have not rigorously enough asked ourselves if we have answers to solve the accompanying spill-over or second-order effects or more unwelcome consequences. What can fail in service systems of service systems? Can we measure and predict the likelihood that service systems failure will take place? How can we deal with the consequences and impact such a failure will have on individual, organizational and social well­being? Why is it so difficult to manage service systems of service systems and what need to be done to improve it? Is there a way to predict the impact of today’s service system adoption decisions on future digital options?

The Special Interest Group on Services (SIG SERV) will again host a pre-ICIS workshop for IS research­ers interested in information systems and service science. You are invited to contribute research-in-progress (7 pages) and full research papers (14 pages) to the workshop according to the following dead­lines:

Key Dates for SIGSVC Workshop

• Submissions due to Easy Chair before September 2^nd, 2013
• Author notification: October 15^th, 2013
• Camera ready papers due: November 15^th, 2013
• Social event / Dinner: December 14^th, 2013
• Workshop: December 15^th , 2013

This year’s Workshop will make awards for the best workshop paper, the best reviewer, and for the best theme paper. While papers adhering to the theme are encouraged, research in other service science domains will also be considered. Potential topics areas include (but are not exclusive to):

• Theories, challenges and impacts of service-orientation
• Digital innovation in information services (data centers, e-publishing, social media)
• Services innovation & management
• User driven innovation in services
• Servitizing and managing servitized IT organizations
• Service ecosystems, service architecture, service modularity
• Services governance and organizational transformation, measurement, and service offshoring
• Alignment of IT services, IT organizations and business impacts and value
• Service business models: issues of excellence and productivity
• Commoditization of hardware, software, business processes (e.g. out-tasking, ITIL, SCORE)
• Customer Integration in service design, delivery and operation
• Risk management or legal aspects of services
• Service design and engineering approaches, methods and practices
• Service systems, components, platforms, technologies, security, and architectures
• Service provisioning, Cloud services
• Theories and approaches for integrating and/or sourcing services computing and automated BPM
• Theories and approaches to services design & engineering and modeling & simulation
• Service typologies and their implications for management, IT support and IT-based innovation
• Pedagogy and teaching of services-related topics
• Other services-related topics

Keynote Speaker
Prof. John Leslie King, University of Michigan

Workshop Organizing Committee
General Chair: Roman Beck (Germany)
Local Organizing Chair: Ada Scupola (Denmark)

Workshop Program Committee

Registration

• Registration with ICIS registration:
• Early registration (before November 1^st): 130 USD
• Late registration (after November 1^st): 150 USD
• Student registration: 110 USD
• No social event (optional): minus 40 USD

Registration fees include a membership of the SIG SVC for the year 2014 (10 USD).
One cannot register without the SIG SVC 2014 membership registration.

Submission Instructions
Send your paper as an attachment in AIS Sprouts-format (sprouts.aisnet.org/sprouts-style.html) to https://www.easychair.org/conferences/?conf=sigsvc2013 before September 2nd, 2013. We invite completed research papers which must not exceed fourteen (14) single-spaced pages. The 14 pages must include all text, figures, tables, and appendices. The cover page, abstract, keywords, and references are excluded from this page count. Research-in-progress papers must not exceed 7 single-spaced pages and must include all text, figures, tables, and appendices. The cover page, abstract, keywords, and references are excluded from this page count. Both should include an abstract of up to 250 words. For panel proposals, please send in a one page proposal with at least 5 persons from different institutions stating the objective, importance, expected outcomes, key statements (per participant), and proposed way of getting the workshop participants involved.

Proceedings & Journal Fast-Tracking
The accepted papers will be published in the AIS Sprouts working paper series after the workshop. Selected full research papers will also be invited for submission to JITTA: Journal of Information Technology Theory and Application (www.jitta.org) as full research papers.

ISSIP members Arnold Beekes and Haluk Demirkan recently had an email exchange on the role of ISSIP SIG Education and Research whitepapers and practical projects… inspired by their exchange, I offered the following additional thoughts…

I was re-reading your sequence of email exchanges, about purpose of white-papers and practical projects, and had a couple thoughts.

As you know Detroit just filed for bankruptcy, the largest in US history ($18B in debt, and a fraction (less than 50%) of previous population).

SIG Whitepapers are good to produce because as new members join the SIG they can come up to speed quickly.

SIG Projects are good to produce real world outcomes that demonstrate a change in the world.

Since our primary SIG is Education and Research, and our sub-SIG activity of Smarter Cities is just getting started it make sense to think about how to align them.

The original thought I had was to include Smarter City cases in the Service Science courses taught at universities.   Cities are a great source of data for urban service system innovation, and a great source of faculty/student projects with local government and industry collaborators.

So I was originally thinking about urban service innovation data sets and courses, and project work for students, faculty, local government, and industry.

How does the following sound to you:

The purpose of the sub-SIG activity of Smarter Cities, as part of the ISSIP SIG Education and Research is five-fold:

– Invite SIG new member speakers from IBM, Cisco, HP, etc. working on smarter city projects that can be cases in a service science related course

– Rough sketch a faculty lecture on Smarter Cities as part of Service Science related courses – stakeholders, trends, cases, and relationship to service science concepts and principles

– Develop a set of example student projects with their local cities, encourage local government and industry mentors who are ISSIP members

– ISSIP Student Members can build their “personal brand” by working on such Smarter Cities projects as part of their service science related courses

– Create a set of ten exemplar projects that student teams could replicate in cities around the world, with academic/industry/government ISSIP mentors

Here is a first cut list of ten student projects  including Arnold’s suggest as the 11th Grand Challenge Project

1. For cities in crisis/bust mode (e.g., “Detroit”) produce a smart phone app dashboard to monitor the city vital signs

2. For cities in growth/boom mode (e.g., formerly “Dubai”) produce a smart phone app dashboard to monitor city vital signs

3. Project to study strongest and weakest cities around the world

4. Project to study city flows: transportation & people, water/waste, materials, energy, information – from service innovation perspective (e.g., circular economy)

5. Project to study city human development: buildings & construction, hospitality & retail/entertainment & culture, business & finance, health, educaiton

6. Project to study city government: nested, networked nature of governance from individual households up to city up to nation and continental region

7. Project to create more citizen participation in local government and community activities

8. Project to identify faculty who teach urban sciences and how it relates to service science courses

9. Review and report on top industry initiatives aimed at cities – is their an analyst report that should be part of service science courses?

10. Explore SPLASH and other modeling platforms for holistic service systems, design and implement a world simulators for global cities

11. Grand challenge project:

“We could ‘build’ a new city together, or we could renovate an existing city (Detroit??),  while applying the latest and greatest of service science.”

Again, I see the purpose of the whitepaper just to document a snap-shot of some thinking that will help us recruit new members in this area, bring them up to speed rapidly, and then encouraging student-mentoring professional development relationships that can help apply service science to innovation cities as holistic service systems…

Student-mentoring for example is what I am doing now related to Service Thinking applied to IBM Social Business with Hult Students –

https://service-science.info/archives/3084

https://service-science.info/archives/3099

It would be great to have an industry mentor work with a City-Topic and set of university students to do applied projects that other ISSIP members could contribute to or replicate in other regions around the world.

Hope this set of replications is helpful and illustrates the relationship that might exist between ISSIP SIG Whitepapers and ISSIP SIG Projects (especially student-industry-mentor projects) – I am sure there is a lot more for ISSIP to learn about how to do applied projects in the best win-win-win-win-win ways…  for all stakeholders – students-faculty-industry-government-ISSIP.

The best way to predict the future is to inspire the next generation of students to build it better.

Suman Kukreti (India/USA – Hult MBA Student) 20130715 @SumanK84
http://www.youtube.com/watch?v=12iZxUpqAlE

Wynand Goosen (South Africa/USA – Hult MBA Student) 20130715 @WSGoosen
http://www.youtube.com/watch?v=iRFeN_wJ-gk

Carolina Harumi Sugai (Brazil/USA – Hult MBA Student) 20130715 @harumisugai
http://www.youtube.com/watch?v=ArfC8LXXjhs

Soheil Bouzari (/USA – Hult MBA Student) 20130715 @SoheilBouzari1
http://www.youtube.com/watch?v=JHD7PYM5FOI

Ana Cristina Garcia (Columbia/USA – Hult MBA Student) 20130715 @anacrisgi2
http://www.youtube.com/watch?v=KT7D_bEbQOo

Nurkhat Ibadildin (Kazakhstan/USA – Hult MBA Student) 20130715 @Nurkhatl
http://www.youtube.com/watch?v=3SR6loiZna8

Roman Osypenko (Ukraine/USA – Hult MBA Student) 20130715 @rosypenko
http://www.youtube.com/watch?v=8nRilBg6-zc

Ana Maria Rodriguez (Colombia/USA – Hult MBA Student) 20130715 @AnaRodOg
http://www.youtube.com/watch?v=LOP-Ud1MDb4

Olga Stryk (Ukraine/USA – Hult MBA Student) 20130714 @OlgaStryk
http://www.youtube.com/watch?v=iOPmi1xrFKw

Mohamed Temarz (Egypt/USA – Hult MBA Student) 20130714 @TemrazM
http://www.youtube.com/watch?v=CkpjC9Gx0FM

Anna Dimerin (Phillippines/Canada/USA – Hult MBA Student) 20130711 @AnnaDimerin
http://www.youtube.com/watch?v=gV4TdlA_Z2w

Arnold Beekes (Netherlands) 20130313 @ArnoldBeekes
http://www.issip.org/2013/03/13/1529/

Roland Padilla (Australia – U Melboune PhD Student) 20130526 @rolandpadilla
http://www.youtube.com/watch?v=JUZ93kubVQk

Terri Griffith (USA – U Santa Clara) 20130309 @terrigriffith
http://www.issip.org/2013/03/09/professor-terri-griffith-intro-video/

Jim Spohrer (USA – IBM) 20130225 @JimSpohrer
http://www.youtube.com/watch?v=27qZPDG0Bp8

Michael Gorman (USA – U Virigina) 20130116
http://www.issip.org/2013/01/16/ways-of-encouraging-collaboration-and-co-evolution/

Charlie Bess (USA – HP) 20121031 @cebess
http://www.issip.org/2012/10/31/charlie-bess-video/

Christian Eggenberger (Switzerland – IBM) 20121029 @cornermount
http://www.issip.org/2012/10/30/christian-eggenberger-video-2/

Four top “mission elements” governing global universities:

1. Learning/Teaching – improving access and excellence (closing skill gaps)

2. Discovery/Research – improving productivity and living-lab (with their city and the world/glocal)

3. Engagement/Entrepreneurship – improving startups and regional economic development impact

4. Integration/Interdisciplinary – improving continuous improvement of holistic re-integrated general education

More fully discussed in the papers below…

The best US top university perspective is the following:
http://mup.asu.edu/UniversityOrganization.pdf

The summary of the paper above is that quality matters.  Both in teaching and research which are closely linked.  University mission and governance must have a continuous improvement process for both quality of teaching and research.  Ultimately, quality depends on a new business model for universities, since “paying for quality” is expensive.

The following provides a European perspective:
http://cshe.berkeley.edu/publications/docs/ROPS.Kruecken.EuroView.12.13.11.pdf

The summary of the paper above is that costs of administrative part of universities can balloon if not held in check by continuous improvement processes that rationalize and outsource some of these function.  Scope creep can negatively impact universities, just as it does corporations.   The university does need to create more pathways for students (as interns, as entrepreneurs, as returning alumni, etc.) and without a careful eye on costs, DIY (Do-It-Yourself) can balloon costs.  To be more global, many universities are offering business, science, and other courses in English.

A broader OECD perspective that includes for-profit university competitors is this document:
http://www.oecd.org/edu/eag2013%20(eng)–FINAL%2020%20June%202013.pdf

The summary of the paper above is that there are many more ways people in OECD countries are attaining tertiary education levels.  This diversity is at once moving the needle on upskilling populations, and ensuring fewer unfilled job openings because of a skill gap, but also creating confusion among customers – who see many paths, but harder decisions as to which path is best for them (see for example, ConnectEDU, Balloon.com, etc.).  The IBM GTO on Personalized Education also describes this space.

The history of governance at universities is long – but this provides a good summary:
http://en.wikipedia.org/wiki/Governance_in_higher_education

The Yale Report of 1828 and the AAUP report of 1920 set up the “academic freedom” gold standard that allowed university faculty, especially tenured faculty, who had demonstrated their substantial contributions to deepening knowledge in their chosen area – extra degrees of freedom to challenge the status quo and create breakthrough ideas that might be unpopular at their time of creation.  This establishes a great deal of power with tenured faculty at universities.  Change may be accelerated if tenure requirements, allow for faculty that work with students to do startup companies – this broadens the aperture beyond learning/teaching, discovery/research, to include engagement/entrepreneurship and startups.

This article provides a service science perspective on universities..
http://www.educause.edu/ero/article/ten-reasons-service-science-matters-universities

The summary of the above paper is that a holistic perspective matters.  Universities are not one thing – and good leaders know how to use all the stakeholder connections to advance the mission of the university.  Service science can help university leaders with the integration challenge, moving beyond interdisciplinary studies to true holistic recapitulation approaches that create T-shaped transdiciplinary graduates (see also http://www.league.org/blog/post.cfm/how-transdisciplinarity-will-help-workers-thrive-in-a-complex-world).  This topic will also be explored at the T Summit (March 24-25, 2014 at IBM Almaden).

Finally, in my travels I find these university leaders exemplars:

Purdue
http://www.purdue.edu/newsroom/releases/2013/Q2/purdue-to-expand-entrepreneurship-hub,-increase-commercialization-endeavors-.html

SNHU
http://www.fastcompany.com/most-innovative-companies/2012/southern-new-hampshire-university

SJSU
http://www.informationweek.com/education/online-learning/coursera-courses-approved-for-college-cr/240148119

ETHZ
http://www.youtube.com/watch?v=GNo4CXakpJ8

UTEP
http://www.utep.edu/aboututep/visionmissionandgoals.aspx

LNU
http://lnu.se/1.84982/innovation-meeting-hopes-to-encourage-entrepreneurship?l=en

MSU
http://report.president.msu.edu/360/

Standford
http://facultyrow.com/profiles/blogs/will-stanford-and-silicon-valley-transform-education

ASU
http://csi.asu.edu/tag/inspiration/

Aalto
http://www.aalto.fi/en/about/strategy/

E-JUST
http://www.ejust.edu.eg/main/profile/vision-mission

There are many other universities that are transforming their mission while keeping all elements in balance.  It would be helpful, if more presidents/rectors/provosts recorded videos like that of ETHZ above, explaining their strategy for coming up with a mission and governance approach for the future.  And of course, in English as well as mother tongue, would help appeal to top faculty and top students globally.

Four top “mission elements” of global universities:

1. Learning/Teaching – improving access and excellence (closing skill gaps)

2. Discovery/Research – improving productivity and living-lab (with their city and the world/glocal)

3. Engagement/Entrepreneurship – improving startups and regional economic development impact

4. Integration/Interdisciplinary – improving continuous improvement of holistic re-integrated general education

For those who want to understand augmented intelligence, here are some nice introductory pointers:

Sean Gourley TEDx Auckland
http://www.youtube.com/watch?v=mKZCa_ejbfg&feature=youtu.be

Erik Brynjolfsson TED Talk
http://www.ted.com/talks/erik_brynjolfsson_the_key_to_growth_race_em_with_em_the_machines.html 

IWB on Kelly/Hamm Age of Cognitive Computing
http://blog.irvingwb.com/blog/2013/07/the-dawn-of-a-new-era-in-computing.html

Kelly/Hamm Age of Cognitive Computing
http://cup.columbia.edu/static/cognitive

Engelbart had the original vision
http://www.invisiblerevolution.net/engelbart/full_62_paper_augm_hum_int.html

(Doug just passed, a great visionary and friend: http://worrydream.com/Engelbart/)

Clayton Christensen on Disruptive Innovation versus Efficiency Innovation
http://www.youtube.com/watch?v=rpkoCZ4vBSI

E O Wilson – Evolution of social intelligences
http://www.amazon.com/Social-Conquest-Earth-Edward-Wilson/dp/0871403633

Herb Simon – Software Programs as Factors of Production
http://digitalcollections.library.cmu.edu/awweb/awarchive?type=file&item=33698

Of course, what is exciting for the service scientists , those who understand AEIOU Framework (Abstract-Entity-Interaction-Universal), is to see the trend.  As we contemplate the coming age of many more service system entities with augmented intelligence…. not just individual people with augmented intelligence, but businesses with augmented intelligence, universities with augmented intelligence, cities with augmented intelligence, and nations with augmented intelligence — all social and all learning from each other at an accelerating rate.

The Contextual Enterprise and the Age of Cognitive Computing
http://www.zurich.ibm.com/pdf/isl/infoportal/Global_Technology_Outlook_2013.pdf

Nested, networked entities learning to learn – learning the rewards and risks of new knowledge, from which we derive capabilities, rights, and responsibilities – aspects of culture.

Service, in which entities interact to achieve outcomes (apply knowledge for mutual benefits, or value co-creation).

Service innovation, in which entities interact to achieve outcomes (scaling the benefits of new knowledge are, globally and rapidly).

ISSIP: T-shaped service innovators
http://www.issip.org

The First International Conference Of Serviceology ( ICServ2013 )
http://icserv2013.serviceology.org/
National institute of Advanced Industrial Science and Technology (AIST), Tokyo, Japan
October 16-18, 2013

Important Dates:
April 30 : Abstract submission deadline (Extended)
May 13 : Full paper and Short paper submission deadline
July 1: Notification of acceptance
July 16 : Camera Ready paper due
July 20: Early Registration deadline;

October 7: On-line Registration deadline
October 16-18: Conference
##

Dear Sir/Madam,

We are pleased to invite you to submit abstracts and papers as your
great contribution to the first international conference of
Serviceology ( ICServ2013 ) that will be held by the Society for
Serviceology in AIST, Tokyo, Japan, October 16-18, 2013.

The main goal of this conference is to provide opportunities for the
researchers from academia and industry to share the latest
technologies, methodologies, and case studies toward co-creation of
services in a sustainable society.

– About the Society for Serviceology
Services are key activities with the globalization of economy and also
underlie quality of life of local people. The Society for Serviceology
explores scientific systematization of services and promotes
technological developments for solutions of industrial issues. It also
aims at providing collaborative opportunity among the experts in
business and in various research fields on services. This society was
established on Oct. 1, 2012 in Japan.
http://www.serviceology.org/

– Topics
Data assimilation & human modeling
Enhancing Service Analysis and Testing with VR/AR/MR
Healthcare services
Mechanism design for services
Psychological aspects & neuromarketing
Product Service System (PSS)
Public & urban services
Regional development & policymaking
Service economy and productivity
Service innovation and design
Service management & marketing
Service robotics
Service theory
Tourism & hospitality

General Chair: M. Mochimaru (AIST, Japan)

General Co-Chair: T. Murakami (RIfIS, Japan)

Program Chair: K. Ueda (AIST, Univ. of Tokyo, Japan)

Program Co-chair: T. Takenaka (AIST, Japan)
Publication Chair: K. Kimita (Tokyo Univ. of Science)
Financial Chair: I. Noda (AIST, Japan)
Local Chair: T. Nishimura (AIST, Japan)
– Paper types and the submission process
ICServ2013 calls for full papers presenting interesting recent results or novel ideas on service researches.  At the same time, the conference calls for short papers presenting interesting and exciting recent results including case studies, work in progress or novel ideas on businesses. All authors must submit the abstract (100-300 words) of their paper by April 30. Then all authors must submit full and short papers by May 13 using each template for full or short paper.

– Publications
Accepted full papers and short papers will be published on a
single-volume conference PDF file. In addition, the selected full
papers will be published by Springer as a book series.

For further information, please read the attached call for papers or
access the following website.
http://icserv2013.serviceology.org/

We hope to welcome you in Tokyo, Japan in October, 2013!
If you have any question, please don’t hesitate contacting me, or
e-mail to icserv-info-ml@aist.go.jp.

—

Takeshi Takenaka, Ph.D.
National institute of Advanced Industrial Science and Technology
Center for service research
2-41-6 Aomi Koto-ku Tokyo, 135-0064
TEL: +81-3-3599-8964