Talk 1 of 2 (Monday):
Monday January 14th 11-12noon, at IBM Almaden.
Main Talk:  “Outcome-based Contracts as a New Business Model: Research Insights from Aerospace/Defence contracts”
Speaker: Professor Irene Ng,  Professor of Marketing & Service Systems, University of Warwick, Warwick Manufacturing Group (WMG)
Contact: Cynthia Farmer (cynthiaf@us.ibm.com, 408-927-1268) for Jim Spohrer (host, spohrer@us.ibm.com, 408-829-3112)

Abstract:   Equipment-based services have traditionally been contracted on the basis of revenue-generating activities, materials and time required to maintain, repair or overhaul equipment such as engines and elevators. This often results in provider opportunism since the very activities that disrupt the customer’s use of the equipment are those that generate revenue for the firm, and the firm has less incentive to ensure the long-term care of the customer’s equipment. We present our investigations into outcome-based contracts (OBC) in equipment service particularly in the aerospace and defence sector, where some of these contracts are outcome-based (e.g. Flying hours of jets, power-by-the-hour for engines), aligning the incentives of customer and provider. We present our findings on the service system design, delivery and performance of outcome-based contracts as new business models through the case study of OBC contracts between BAE Systems (jets), MBDA (missiles) and Rolls Royce (engines) with the UK Ministry of Defence.

Bio: Professor Irene Ng

Irene Ng is the Professor of Marketing and Service Systems and Director of the International Institute of Product and Service Innovation (IIPSI) at WMG, University of Warwick, UK. She holds a PhD specialising in pricing and economic models for service and an undergraduate degree in Physics, both from the National University of Singapore.

For 16 years, Irene was an entrepreneur. In 1989, with very little capital, she took over an ailing SA Tours, one of the largest tour operators in Southeast Asia and turned it around by diversifying into cruises. In 1994, she pioneered year-round cruising in the region, and went on to start up Empress Cruise Lines (ECL) with USD5 million of private equity. By the time she sold ECL in 1996, she had built it into a venture of USD250 million annual turnover.

Her change of career to become an academic in 1997 has led to global recognition for her work in value, new business models and service systems with more than 22 international journal articles, two books and over 50 conference proceedings in the domain of engineering, management, marketing, information systems, economics, education and sociology. As a business academic, she has held more than £7.8m worth of multi-disciplinary scientific grants since 2008 as a Principal and Co-Investigator. Her new book ‘Value and Worth: Creating New Markets in the Digital Economy’ has just been released on Amazon Kindle (http://www.amazon.com/dp/B00ARK1LSI). She is also one of the 4 investigators of NEMODE, (New Economic Models in the Digital Economy) a £1.5m initiative under the Research Councils UK (RCUK)’s Digital Economy (DE) Network+ programme.She is also the author of The Pricing & Revenue Management of Services: A Strategic Approach published by Routledge, and the lead editor of Complex Engineering Service Systems: Concepts and Research published by Springer

Irene received recognition for her work when she was appointed one of six UK ESRC Advanced Institute of Management (AIM) Research Services Fellows in 2008, and when she became the ESRC/NIHR Placement Fellow and academic advisor to the Cambridge University Health Partners in 2009. She was also appointed a Visiting Fellow of Wolfson College Cambridge in the same year. Irene joined WMG at the University of Warwick in September 2011, where she is tasked to grow WMG’s capability of impactful and cutting edge research and leading practice in the business and management of service systems and digital innovation. She was appointed the Director of IIPSI in September 2012.

Irene continues to work actively with industry, small and large. She has collaborated with organisations such as GlaxoSmithKline, Rolls-Royce, BAE Systems, IBM, and the Ministry of Defence, and she advises start-ups on new pricing and economic models. As Director of IIPSI at WMG, Irene combines her research in value and markets with her entrepreneurial practice experience to focus on scaling IIPSI’s capability as an innovation ecosystem to create new jobs and start-ups in digital technology.

To access Irene’s institutional pages, please visit http://go.warwick.ac.uk/sswmg. For her personal research papers, please visit:http://www.ireneng.com

About WMG and the International Institute for Product and Service Innovation (IIPSI) (http://www2.warwick.ac.uk/fac/sci/wmg/iipsi/)

WMG is an internationally leading group focused on improving competitiveness of organisations through innovation, technologies and skills, and bringing academic rigour to organisational practice. An independent, interdisciplinary academic department of the University of Warwick, WMG has over 300 staff and a research grant and contracts portfolio (primarily EPSRC, TSB, EU and industry) of £52m (live projects), including an EPSRC Industrial Doctorate Centre. WMG Digital is an Innovation ecosystem platform to achieve impact in the digital economy with activities from cutting edge research through to pre-incubation of start-ups and commercialisation of technology. IIPSI is the newest institute of WMG. It is European Regional Development Fund (ERDF), and university- funded state-of‐the‐art facility, a building showcasing the technology demonstrators of WMG’s core research areas: Digital Innovation; Polymer Innovation and Experience Led Innovation.  A unique feature of IIPSI is the presence of a business research team focusing on value, service systems and new business models, headed by IIPSI director Professor Irene Ng. Professor Ng’s team is engaged in cutting edge business research for publications but also serve to transfer knowledge of its research to bootstrap IIPSI’s 3 technology-focused research andassist increating unique business and market-led propositions. IIPSI has 7 dedicated knowledge transfer SME team focused on boosting R&D capacity and competitiveness within small businesses; since the initiative began 2 years ago, it has created 12 new high tech start‐up businesses, directly generated 70 new jobs, and trained over 450 small business in a range of digital technologies over the last four years.

Talk 2 of 2 (Tuesday):
Tuesday January 15th 11-12noon, at IBM Almaden.
And foreshadow of coming talk at Almaden: “Creating New Markets in the Digital Economy”
Speaker: Professor Irene Ng,  Professor of Marketing & Service Systems, University of Warwick, Warwick Manufacturing Group (WMG)

Abstract: The talk introduces Irene Ng’s latest book ‘Value and Worth: Creating New Markets in the Digital Economy’. It looks at how digitisation is changing the way we buy and use products and services. It considers what individuals value about what we have around us and the way we use them, in order to understand how value is created.   Crucially, the book looks at how markets are converging between exchange (when we pay) and experience (when we use). This convergence, accelerated by greater digitisation, means there is a need to understand contexts of value creation within lived lives. This will enable firms to innovate and design future products and services to take advantage of the connectivity between them and emerge horizontal or systemic business models instead of deriving revenues from the traditional vertical industry value chains.

See: https://service-science.info/archives/2612
Book: http://www.amazon.com/Value-Worth-Creating-Markets-ebook/dp/B00ARK1LSI
Blog: http://value-basedservicesystem.blogspot.com/
Bio: http://www2.warwick.ac.uk/fac/sci/wmg/research/rtg-operations/servicesystems/ng/

Also update on Centers & Center work…
And a discussion of NEMODE: New Economic Models by Roger Maull
Professor Roger Maull, University of Exeter Business School (Principal Investigator, NEMODE)
See: http://nemodenetwork.wordpress.com/about/
Bio: https://business-school.exeter.ac.uk/about/whoswho/index.php?web_id=Roger_Maull

New Economic Models in the Digital Economy (NEMODE)  is an initiative under the Research Councils UK (RCUK)’s Digital Economy (DE) research programme to bring together communities to explore new economic models in the Digital Economy. The project, which began in April 2012, has funding of £1.5 million over the next three years.  NEMODE focuses on New Economic Models, one of four RCUK DE Challenge Areas (the other three being IT as a Utility, Communities and Culture, and Sustainable Society). It aims to create a network of business people, academics and other experts who will identify and investigate the big research questions in new economic models that have arisen as a result of the digital economy’s fast-paced growth.

Bio: Professsor Roger Maull

Professor of Management Systems at the University of Exeter Business School. He is one of the co-directors of Exeter’s Centre for Innovation for Service Research, and is co-editor of the 3* International Journal of Operations and Production Management. Since April 2012, Roger has been the lead investigator on RCUK’s £1.5m Digital Economy funded network+ on New Economic Models in the Digital Economy (NEMODE) and is currently leading two research calls on platforms and big data. He has received over £2.5m of RCUK funding for systems related research and has been Principal Investigator on commercially-funded projects with Vodafone, Microsoft, IBM and the South-West Strategic HealthAuthority.

Professor Maull’s research challenges and extends the traditional boundaries of Operations Management research. He has written in numerous publications about managing processes in sectors such as computing, banking, telecoms and logistics. Professor Maull has developed and delivered a wide range of process modelling courses for companies such as Vodafone, Woolwich, IBM, ICL, Rank Xerox, GKN/Westland Aerospace, LloydsTSB, Scottish Amicable Scottish Power, British Aerospace, Motability Finance Ltd, DuPont, Fujitsu, Prudential and Sprint PCS. He has been awarded international grants to work with industry in the USA, Australia, Germany and Italy. He regularly acts as a BPM advisor for a wide ranging group of companies and public bodies including Vodafone, LloydsTSB, Britannia Building Society, Compaq, IBM, hospital trusts, Society of British Aerospace Companies (SBAC), Met Police.

Very important:
Cynthia Farmer (cc-ed) will need each visitor to send the following information in advance:
Name
Organization
Nationality
…so there is a badge for the visitor at the IBM Almaden Lobby, and so that IBM Security has their name when they arrive at the gate.
Also, those who want can buy lunch and join Irene Ng and Jim Spohrer in Almaden Cafeteria for lunch and discussion.

Directions to IBM Almaden:
http://www.almaden.ibm.com/almaden/visitorinfo.html

irenebio_USA2013

bio_rogermaull

Topic – ‘Disruptive Innovation: A Smarter and a More Secure State’ – A “Smart State” is a governing entity with modern critical infrastructure to enable effective and efficient functioning of that state in the key areas of governance, economic development, communication, energy management, and education. In 2006, New Hampshire was already proposed as a unique state in the Union for homeland security pilot projects (Bliss, 2006). In addition, New Hampshire enjoys a position one of the most innovative states in the USA (Gittell, 2010). These two factors, among others, contribute to position New Hampshire as a strong candidate to become the first “Smart State” in the Union. This concept is being realized using two paradigms: (i) “Disruptive Innovation” (Christensen, 1996), and (ii) “Service Innovation” (Spohrer, 2006).

Prof Andrzej Rucinski – represents a growing category of “transatlantic professors” defining the role of academia in the global engineering era and developing global innovation, technology, and education solutions. He was educated both in Poland and the former Soviet Union and has conducted his academic career in both the United States (University of New Hampshire, USA), Europe (France, Germany, Hungary, Poland, Russia, and Ukraine), and Asia (India, Kazakhstan).  His service has been with high tech industry, NGOs, ranging from state (National Infrastructure Institute) to a global level (NATO, United Nations Organization). He is a member of the Executive Committee (Innovation Chair) of the IEEE Computer Society’s Design Automation Technical Committee.  At the University of New Hampshire, he is the founding Director of the Critical Infrastructure Dependability Laboratory, the Professor in the Department of Electrical and Computer Engineering and the Space Science Center. He was the Member of the US State Department/Fulbright National Screening Committee, a Visiting Professor at the Gdansk University of Technology, a Professor of the Indo-US Coalition of Engineering Education (IUCEE), and he has been the Fulbright Senior Specialist.

Value & Worth: Creating New Markets in the Digital Economy [Kindle Edition]
Author: Irene CL Ng

This is a must read book for anyone who wants a clear understanding of service as value co-creation.

Also the implication for “innovation in the age of digitally connected service systems” is wonderfully addressed.

Irene Ng shares her personal journey of discovery in her new book “Value and Worth,” in what is a tour de force of systems thinking.   For the first time, Ng makes leading edge service science and service-dominant logic thinking accessible to everyone. From students to faculty to executives, from academics to practitioners to policy makers, not only is the concept of “value co-creation” clearly explained, but the surprising implications for innovation in the age of “digitally connected service systems” is also easily accessible for the first time to the broadest audience of readers.   A must read for all those who want a deep understanding of service innovation, as well as a glimpse into the future and why the best is yet to come.

My favorite extracts from Irene’s new book are below…

…I will call this exchange value worth.  The difference between utility and ‘use’ or value-in-use is
important. Utility is concerned with the buying of the object i.e.
utility is the unit that drives how we choose: e.g. I choose A over
B because A gives me more utility. So the notion of utility does
not really concern itself with the actual use of the object, it only
concerns itself with how useful I think it might be at the point of
choosing and buying i.e. during its exchange. So utility is
actually a unit for deciding worth. If you subsequently use the
object and find it useless (no value-in-use), that is not relevant
to utility.

…The focus then, is not on use or experience but on worth and exchange.
In essence, firms and their marketing perspectives became servants to worth.
Implicitly, everyone now believes that objects have worth by
themselves, without considering how the value is created from
these objects.

…This means that two major forces are acting at the same
time; the virtualisation/digitisation of the offering (from a CD to
just an mp3 file) and the convergence of purchase and use. This
means we don’t need to buy and then use later, but buy only
when we want to use.

…Why did this happen? To be honest, ownership is a rather
ineffective idea. Think about it. You have to actually think about
what you might want as an outcome in the future, and buy the
item before you use it.

…To know what might be useful, and be marketable, would
require us to think about offerings before they exist and. how
they might come to that existence to begin with. This would give
us a way to think about the future, in terms of the latent needs as
we go through our day-to-day lives. Understanding value in this
manner can help us develop a method for innovation.

…The arrival of digitization, however, demands that we revisit our
understanding of Value and accept that ‘value is the goodness
we create out of the experience with something or someone’.
This contextual experience or interaction – this ‘Value-in-Use or
value-in-context’ – can be described as an enactment of our
social and cultural values.
But however we choose to describe it, this shift towards an
appreciation of the context in which something is being used has
been set free by digitization. It has escaped from nuanced
academic debate into the everyday world of products, services
and the way we live and work.

…They suddenly realise that they have completely forgotten their
own role in creating that experience; that they, as customers, cocreated
value with the cafe. It dawns upon them that for
attributes to become outcomes, they have to realise the value
proposition of the cafe to achieve benefits. And more
importantly – and this is a key point – they need to access their
own resources to co-create that value, whether these resources
are their ability to choose the right company with whom to go to
the cafe, or even their basic resource of being able to see, hear
and feel. Customers implicitly design themselves and their
contexts so that they can co-create value with the firm.

…In essence, it’s a lot to do with whether the individual is able to
access the resource to achieve their outcomes, and whether the
firm takes for granted what the customer is able to access.

…but the education is basically a means towards giving
your customer the right type of skills and competencies (develop
their resources) to use your product. So these skills and
competencies are one type of resources needed to co-create
value.

…If you are still not convinced, think about the servicing and
support of a nuclear weapon to achieve value-in-use for the
customer. It is the availability-for-use and availability-asdeterrent
that is valued and paid for. We all hope it would never
actually be used.

…’Use’ is therefore a misleading term to describe value created in
use.

…So a combination of functional and emotional outcomes is the
combination of the firm and the customer’s resources in creating
value that is of both meanings – driven and functional.

…Yet, much of what I have discussed is only the role of the
customer and the firm in co-creating value. The actual value (co)
creation occurs in context i.e. where and when it actually
happens. This means we need to understand the time and space
of contexts.

…Today’s firms are not very creative in offering contextual choices. This will
change with digital technology and competition.

…The success of these innovations hinges on consumer
convenience and competence.

…However, when we focus on value in context, we need
to shift our attention away from the individual, to what
Normann3 would call activity sets i.e. the context of the
experience. Instead of profiling individuals, we should
3 Normann R (2001) Reframing business: When the map changes the landscape. John
Wiley & Sons Inc.
be profiling contexts. This is so that we can understand
which contexts enable value creation and how.

…I define service as a competency to create value and a service
system as a contextual configuration of entities that render
competencies to create systemic outcomes using their
competencies (ie their service) in context.

…Every value-creating context is a whole system and within the
whole are its entities or elements. To understand the system, we
need to understand the connections that result in the ‘whole’
system. The notion of ‘wholeness’, i.e. for all elements to
‘behave’ appropriately within the value creation context, must
mean that the whole is composed in a certain way and this
composition is the initial mapping to define the scope of the
system in focus. It is this wholeness that provides the basis for
contextual archetypes across people.

…The structural context refers to ‘rules’ or ‘norms’. within the
social context of value creation. Rules become norms that bind
us and create traditions that are enduring.

…The structural and systemic context are
inseparable from each other. Yet, the norms and practices are not
‘out there’ as though they are external to us. Rather, they are part
of us, and in the way we interact with others and with objects
(verbs), we create the rules as well as reinforce them; This is
what Giddens refers to as duality.

…My integrated framework of value19 proposes the relations
between the social and the material through a ‘relational
ontology’, which privileges neither humans nor objects, nor
treats humans and things as separate and different realities, as
suggested by Orlikowski.20

…analysed it in a systematic way. First, creating new markets from
digital connected offerings means we must be able to think about
how to influence or intervene in value creating systems in new
and effective ways, because digitally connected offerings are
able to. Secondly, the future of markets depend on how firms
can charge for different ways that are not merely exchanging
goods and services. Understanding value creation in context
brings forward different revenue or economic models and
commercial viability for future offerings. Finally, understanding
value creation in context helps us think about the design of
future offerings for their use and experience, rather than just
exchange.

… Worth, then, is the shadow reality of value. True value is the goodness
created from our experience and interactions with objects and other
people.

….Creating context-based exchanges would be more commonplace in the
future when content, media and business models begin to collaborate.
The challenge of new markets can be summarised in three factors:
(1) knowing when (context) there is a need for something (the
resource requirement to create value);
(2) knowing the form in which that need could be fulfilled (the
offering);
(3) knowing what activities, entities or issues within the value
creating context to create worth so that exchange can occur (the
exchange).

,…With digitisation, identity is now an industry – with
firms profiting from protecting your privacy, reducing
theft of your identity and authenticating who you are
when it matters.

…What this means is that the separation between acquiring
and use of resources to create value is collapsing into a
similar time and space.

….Little wonder that everything and anything that could
potentially be digitised is being digitised, giving birth to
new services and new offerings.

….Understanding innovation for a digitally connected
future has to start by understanding needs, wants and
then what might be demanded which goes to the heart of
how individuals currently live their lives.

[[[needs, wants, aspirations – connecting to Quality of Life]

…. Every object therefore has a story to tell, an affordance
to act on and is a connected part of the family system;
and every object offers a service i.e. a competency to the
system for different outcomes. Every object could
therefore be seen as a resource and we create value with
it for the social construction of ‚family’.

…. In satisfying our needs, we search for new forms that
could ensure the needs are satisfied, especially when
solutions do not exist. Human beings are therefore not
merely context designers, we are effectual designers.
Effectual logic is a different sort of logic from causal
logic. Causal logic means we start with a pre-determined
goal and with a given set of resources or means, we seek
to find the optimal (fastest, cheapest, most efficient etc.)
way to achieve the goal. Effectual logic, however, starts
with having no goal but instead, with a set of means and
appropriating different resources, goals could emerge
contingently over time through imagination and
aspirations5.

….In the digital world, a digital service that is adopted
could spread quickly through communities who are
highly digitally connected’

….Mindset change 1: Customer as Competency of the
firm’s Value Proposition

….We now have to rethink the term ‘value proposition’.
Instead of a value proposition that is offered to the
customer and then ‘delivered’ by the firm through an
exchange, value proposition has now to be a ‘resource
proposition’ of the firm to fit into the customer’s context
to create value. In other words, firms can only make a
proposition as a potential resource participant in value
co-creation.

….Make-it-Better or Make-me-Better. Taking the
concept of affordance in chapter 4, note that an
empowering value proposition falls into 2 extreme
categories i.e. making the value proposition better or
making us better. This is especially relevant for future
‘smart’ objects.

….Paradox of solutioning. Also, the paradox of providing
solutions is that we relegate your customer to a passive
role,wherefore making it harder for the firm to please
the customer. The logic is that an engaged customer is a
happy customer because you respect their autonomy and
yet able to manage the cooperation and empowerment.
Wanting your customer to be passive is like wanting
your child to be passive and you provide everything for
a child. it usually doesn’t make for happy children.

,,,,The ability of digital offerings to be provided cheaply or
almost free result in more of society being served at a
low cost.

….Firstly, our future ‘wealth’ may not be just our money. It
may include our skills, actions and competencies but
only if they are able to be digitally visible and
commodifiable, and only if they are used subject to your
consent and with due compensation.

URL: http://www.amazon.com/Value-Worth-Creating-Markets-ebook/dp/B00ARK1LSI

IBM Smarter Cities
http://www.ibm.com/smarterplanet/us/en/smarter_cities/overview/index.html

Cisco Connected Cities
http://www.cisco.com/web/about/ac79/media/green/villa_pop.html

SAP  Urban Matters
http://www.sap.com/corporate-en/press.epx?pressid=18956

Citicorp for Cities
http://www.citigroup.com/citi/citiforcities/

McKinsey Cities
http://www.mckinsey.com/insights/mgi/research/urbanization/urban_world

Oracle Solution for Smart Cities
http://www.oracle.com/us/industries/public-sector/smart-cities.htm

Ericsson Smart Cities Vision
http://www.slideshare.net/skripnikov/ericsson-smart-city-vision

Microsoft Living PlanIT
http://www.microsoft.com/presspass/emea/presscentre/pressreleases/MicrosoftandLivingPlanIT.mspx

http://www.slideshare.net/smartcities/creating-smarter-cities-2011-09-gianluca-misuraca-emerging-scenarios-and-strategies-in-egovernment

HP Rebuilding Cities Right
http://www.hpl.hp.com/news/2009/jan-mar/patel_interview.html

Siemens Sustainable Cities
http://www.usa.siemens.com/sustainable-cities/l

ABB Smart Girds make Sustainable Cities
http://www.abb.com/cawp/seitp202/11bfb196d09b1ac8c125754e0048b540.aspx

Welcome to 5th Annual International Service Innovation and Design –seminar on March 14, 2013!

Venue: Laurea University of Applied Sciences, Vanha maantie 9, Espoo (Leppävaara), Finland

In collaboration with:

Design (f)or Value in Service Business

5th Annual SID Seminar | March 14, 2013 at 8:30-17:30

The 5th Annual SID Seminar – Design (f)or Value in Service Business – will concentrate on continuous
value creation for the customer. Within service businesses there is increasing pressure
to improve their competitive advantage by innovating new value to the customer. Service excellence
is produced focusing on continuous value-in-use leading to a positive experience. The seminar is
targeted at business people, designers, public servants, students, and researchers to share their
experiences on value creation for the customer by service business.
Call for research papers, power point presentations, posters
Business people
Do you have a great design and/or service value case that has been implemented
successfully? Or do you have a failure case? The case may focus on consumer
services or industrial services.
Designers
Have you designed a service concept that has created value for the customer
organization and the end-consumers?
Public servants
Public sector faces a lot of challenges when improving the existing services or
creating new ones. Do you have a case about a public service with successful
design and value?
Researchers
Are your writing your doctoral dissertation or licentiate thesis focused on service
design and/or service value?
Students
Have you conducted your thesis with respect to service design and/or service
value?

 
Submission: You can submit a research paper, a Power Point presentation or a poster. Submit the abstract about your
research paper (max. 300 words), Power Point presentation (max. 300 words) or poster (max. 150 words) online:
servicedesign@laurea.fi The abstract should clearly state the purpose, theoretical framework, data collection and analysis,
results, conclusions, theoretical contribution, practical implications and keywords. Please include your name (with
biography and photograph) and your e-mail address in the abstract, Power Point or poster.
In the seminar: Power Point presentation max.15 slides (bring them with you). The size of a poster is A2 (bring it
with you).
Call for papers and presentations will end on Monday, January 14, 2013
Call for Papers

Please find attached SID Seminar teaser and Call for Papers.

Remarkable keynote speakers coming up soon!

More information coming at the beginning of January 2013.

—
Laurea – Uuden edellä | Prime mover
—
Laurea Events

mp. +358 46 856 7493
Laurea-ammattikorkeakoulu
Vanha maantie 9, FI-02650 Espoo
tapahtumat@laurea.fi
www.laurea.fi
—
Member of FUAS – Federation of Universities of Applied Sciences
www.fuas.fi

Special issue call for papers from Journal of Facilities Management: Sustainable Infrastructure Management
Infrastructures are facilities and services that support the functioning of human societies. Examples are utility networks (such as water, wastewater, gas, electricity, and communications), transportation systems (such as airports, railroads, roads, and bridges), public buildings (municipal buildings and hospitals), and social venues (such as sports and entertainment facilities). Capital intensity, network complexity, and criticality of services provided are among the main attributes of infrastructure systems. Infrastructure management is emerging as a top global priority in the 21st century due to a growing stock of aged infrastructure facilities and an increasing demand for infrastructure services resulted from a highly urbanized population.

Scope
The special issue on “Sustainable Infrastructure Management” aims at publishing original papers on current research and practice in incorporating social, economical and environmental sustainability dimensions in infrastructure management. Areas of particular interest are (but are not limited to):

• Resilience, risk assessment and management
• Service operations management
• Physical asset management
• Network modelling and optimisation
• Interdependency analysis
• Life cycle cost optimisation
• Environmental impact assessment
• Maintenance and reliability analysis
• Resource efficiency and productivity
• Supply chain management
• Financing and public policy
• Contract, procurement and project management

Submission
The closing date for submissions is:  1st May 2013
Submissions to the Journal of Facilities Management are made using ScholarOne Manuscripts, the online submission and peer review system. Registration and access are available at http://mc.manuscriptcentral.com/jofm.

Please submit online by 1st May 2013 (NOTE: at the “please select the type of issue” section (step 4) please select “Sustainable Infrastructure Management” in the drop down list). For detailed Author Guidelines and further information on the journal, please visit: www.emeraldinsight.com/jfm.htm
If you have any questions, please contact the Guest Editor, Fuzhan Nasiri, at f.nasiri@ucl.ac.uk.

—
Dr. Fuzhan Nasiri
Lecturer (Assistant Professor)
(Coordinator – UCL Infrastructure Management Research Group)
Faculty of the Built Environment
University College London (UCL)
London, WC1H 0NN_______________________________________________
Service-science-section mailing list
Service-science-section@list.informs.org
http://list.informs.org/mailman/listinfo/service-science-section

Key excerpts: Professional Services in the Next Decade

Signs that the world is moving to a service and knowledge-driven economy are all around us. The manufacturing-driven industrial complex of the 20th century has been replaced by a technology-enabled, knowledge and project-oriented workplace. Computers and technology have streamlined most of the “hard” manufacturing/production processes leaving innovation and service as primary sources of differentiation. With this shift, the human capital-driven professional service economy has surged to more than $4 trillion in global revenues – with annual growth surpassing almost all other sectors. This trend will continue propelled by technology which enables skilled knowledge workers to produce and export services from wherever high-speed internet connections are available. This shift means the professional services market is in a very exciting, yet challenging, time in its existence.

For PSOs to succeed in the next decade, it will take a combination of thought leadership, superior personnel, efficient business processes and excellent client skills. To support these areas the underlying information infrastructure must be designed to support growth and flexibility, providing decision-makers with real-time, comprehensive information to monitor and improve performance.

URL:
http://online-accounting.financialforce.com/rs/financialforce/images/SPI_Trends%20for%20the%20PSO%20of%20Tomorrow.pdf

“Service Imperatives in the New Economy – Enhancing Customer Experience”

4th IRSSM
International Research Symposium in Service Management (India July 2-6, 2013)
Service plays a significant role in the economy of every nation and every business in the marketplace.
Service sectors permeate every aspect of our daily lives and every part of the economy. It is service
that underpins the strength of every person and which lies at the very hub of the economic activity of
society and/or country, irrespective of where we live. This new paradigm of ‘service’ has transformed
both the industry and the customer. The global advancement of service knowledge and practice is
therefore imperative in motivating the next generation of service researchers, teachers and
practitioners. This international research symposium in service management (IRSSM) will bring
together researchers, teachers, practitioners and students from various service sectors and provide
them with a unique forum for sharing the latest theories and practices prevalent in dynamic service
economies. The symposium illuminates the latest thinking in services, combined with aspects of
technology, social science, and business.
The theme of the symposium “Service Imperatives in the New Economy: Enhancing Customer
Experience” is the fourth symposium in the series. The symposium invites conceptual or empirical
research presentations, and/or country context case studies, thus enabling both academics and
practitioners to understand the socio-cultural, economic and technological influences on services.
Delegates are invited to present completed research projects or work in progress. Symposium
attendees will include both academicians and practitioners. Submissions and presentations must
therefore address both the theoretical and practical implications of the findings. Parallel tracks of
refereed presentations will enable authors to obtain constructive feedback about their study.
In addition to a high quality research experience, we hope to provide a memorable social program that
will give delegates the opportunity to explore the beauty of Kerala- The God’s Own Country.
CALL FOR PAPERS
The symposium organizing committee invites a one page abstract submission (maximum 500 words).
All abstracts should be formatted to facilitate a double blind review process. Authors’ names and
details, including names of all coauthors plus affiliations and addresses for general correspondence
(including email address) of each author, topic code, and a brief bio (maximum 100 words) of the
presenter should appear on a separate cover page that will be removed prior to the double blind review
process. Papers may focus on any sector, but should draw from the service management or service
marketing literature. No author should have more than three submissions, as either a single or a coauthor.
Preference will be given to those submissions that show evidence of a clear contribution to the
present body of theoretical knowledge in services.
All abstracts should be submitted to the symposium office as a word.doc attachment to
. Authors of accepted abstracts will have the option of publishing either an
extended abstract (2500 words) or a complete paper (5000-6000 words).
Only full paper submissions will be considered for the best paper award, young service researcher
awards, and for the Journal special issue. Full paper submissions should follow Journal of Service
Management’s (JOSM) format style. Please see the following link to JOSM website.
.
You are kindly requested to send your paper or abstract to
Abstract Submission Deadline: January 15, 2013

Topics of interest forthe symposium include but are not limited to studies on:

1. Service management
3. Service localization and globalization
5. Service design
7. Human resources in services
9. Transport & retailing services
11. Supply chain services
13. Professional services
15. Service operations and outsourcing
17. Health care services
19. Public sector services
21. Health and Wellness Services
2. Service innovation
4. Service marketing and branding
6. Relationship marketing
8. Accounting and financial services
10. Tourism and hospitality services
12. Communication services
14. Sports and event services
16. E-services and business
18. Service dominant logic
20. “T” Shaped Thinking
22. Other topics in services
Important Dates
· Abstract Submission Deadline: January 15, 2013
· Notification of Abstract Acceptance: February 05, 2013
· Submission of Extended Abstract or Full Paper: March 20, 2013
· Notification of Extended Abstract and Full Paper Acceptance: April 20, 2013
· Submission of Final Revised Paper: May 20, 2013
· Registration of Authors (Early Bird): April 20 – May 20, 2013
· Registration of Authors (Regular): May 21 – June 26 , 2013
· Conference: July 2-6, 2013

2nd International conference on

THROUGH-LIFE ENGINEERING SERVICES

5th & 6th November 2013
Cranfield, Cranfield University, UK

Website: http://www.through-life-engineering-services.org/tesconf

Organiser: EPSRC Centre for Innovative Manufacturing in Through-life
Engineering Services

CALL FOR PAPERS AND SPECIAL SESSIONS/TUTORIALS

Deadline: 15th February 2013
[Submission of session/tutorial and paper abstract (max 500 words with
title, full details of the authors and the contact details) proposals]

===========================================

Successful high technology manufacturing companies are offering a range of
interlinked high value products and through-life engineering services. These
high value products are typically technology intensive, expensive and
reliability critical requiring cost effective and value led services (such
as maintenance, repair and overhaul) throughout the life cycle.

The EPSRC Centre for Innovative Manufacturing in Through-life Engineering
Services is delighted to announce the second International Conference in
this vital area. Through-lie Engineering Services typically now generates 50
– 60% of the revenue in many companies and the opportunities for industry in
the future are set to expand and become a major part of those that want to
survive in the 21st Century. The service that is needed will involve
manufacturers taking more whole life service responsibilities than they have
in the past as users seek to find solutions to smooth their in-year costs
and reduce overheads.

The Conference brings experts and researchers in this area together to
exchange ideas and progress in providing solutions to provide world-class
capability to enable industry to deliver high value products with
outstanding availability, predictability and reliability with the lowest
life cycle cost.

Call for Industrial Exhibition
…………………………
Organisations around the world are invited to book a stand to exhibit their
products and services in through-life engineering services. The conference
will allow the organisations to show case their exhibits in front of their
potential customers and network with world-class academics for future
collaboration.

Publication
…………
All accepted full papers, and working in progress abstracts will be
published by Cranfield University Press in a pre-conference bound volume and
a CD with an ISBN number.

Scope
…..
TESConf 2012 will aim to bring together engineers and scientists from
academia, research institutes and industry to network and discuss
developments and advances in manufacturing; with particular emphasis being
placed on applications, typically including sessions on the following
themes:
* Fundamentals of system sustainment and service design and delivery
* Fundamentals of complex engineering systems¹ maintenance, repair and
overhaul
* Design and Manufacture for the Service
* Service Design, Planning and Delivery
* Service and Support Engineering
* Service Cost Engineering
* Service Informatics
* Service Attribute Modelling and Simulation
* Service Performance and Quality Management
* Service Network Analysis and Modelling
* Service Uncertainty and Risk Analysis and Management
* Service Operations Management
* Human Performance in Service
* Integrated Maintenance Systems-Life Cycle Engineering
* Degradation Analysis
* Diagnostics and Prognostics
* Advanced Sensor Technologies
* Repair Technologies
* Obsolescence Management
* Counterfeit Component Detection
* Design and Manufacture to Protect Against the Counterfeits
* Maintenance Management
* Self-healing and Self-repair Technologies to Improve Robustness of Systems
* Intelligent Maintenance
* e-Maintenance

Website: www.through-life-engineering-services.org/tesconf

===============================================================

————————————————-

Professor Rajkumar Roy
Head of Manufacturing and Materials Department
Director, The EPSRC Centre for Innovative Manufacturing in Through-life
Engineering Services

Cranfield University
Building 70
Cranfield, Bedford
MK43 0AL
UK

Tel: +44 (0)1234 758555; Fax: +44 (0)1234 758292
Email: r.roy@cranfield.ac.uk

URL: http://www.cranfield.ac.uk/sas/aboutus/staff/royr.jsp
http://www.cranfield.ac.uk/sas/mmd

NAACSOS – http://www.casos.cs.cmu.edu/naacsos/Call for participation Workshop on: 16 Sep 2013
Application deadline: 1 March 2013

CALL FOR PARTICIPATION – ESSA@work 2013
———————————————————————–
Are you currently working on a social simulation project

AND

want to discuss your work-in-progress?

Then you might want to attend the ESSA@work workshop during the ESSA 2013 conference. ESSA@work invites all modellers (PhD students, Post-docs, assistant/associate/full professors) to participate.

ESSA@work is a workshop where any modeller can receive and give support on their and others’ simulation-work-in-progress. During one day, a group of participants and experts will discuss the simulation project of each participant (presentation phase) and form small parallel discussion groups based on any desired topic (discussion phase). The combination of involved people, cutting edge research and a good constructive atmosphere makes the meetings valuable for all participants.

This type of workshop has proven its value to many modellers already, so join in and see how it can work for you! The ability to talk with peers and experts during the development of your simulation is very useful. The topics covered are very diverse. The participants can address questions from any stage of simulation development, for instance:
– formalisation
– validation & verification
– gather empirical data
– simulation experiments
– tools (MAS/ABM toolkits, statistical tools, etc)
– programming
– …etc.

The day starts with the ‘presentation phase’ , where every participant will give a presentation about their work and their current questions (15 mins) followed by a plenary discussion. After lunch, we continue with the ‘discussion phase’. Here, small groups are formed and 3 parallel theme-discussions will take place. At the end of the day, every participant leaves not only with input for their own work, but also feeling very stimulated and motivated after an eventful workshop.

How to apply:

– Fill out the application form: http://www.essa2013.org/ESSAatWork_2013_Submission_Form.rtf. In this form you are asked to provide an abstract of your current research, what you would like to discuss during the workshop, what kind of experts you need, what expertise you can offer and a short CV.
– Submit the application form by 1 March 2013 to: nanda[at]stockholmresilience.su.se

Important dates

– Application deadline: 1 March 2013

– Notification of Acceptance:  15 April 2013

– Confirmation of participation due: 1 May 2013

– Workshop: 16 September 2013 (ESSA conference: 16-20 September 2013)

For more information:

For information on the application procedure, please visit the ESSA conference website (http://www.essa2013.org/index.php?id=6). For general information on ESSA@work please visit our website on http://www.essa.eu.org/essa-work.

For any other information, please contact:  Nanda (nanda[at]stockholmresilience.su.se), Frithjof (frithjof.stoeppler[at]fu-berlin.de) or Iris (iris.lorscheid[at]tuhh.de)

See you in Warsaw!

The ESSA@work organising committee

—
Iris Lorscheid, Diplom-Informatikerin

Hamburg University of Technology
Institute of Management Control and Accounting

tel: +49 (0)40 42878-4540
fax: +49 (0)40 42878-4389
mail: iris.lorscheid@tu-harburg.de
web: http://www.cur.tu-harburg.de

You can access my papers on SSRN at: http://ssrn.com/author=1671224The NAACSOS mailing list is a service of NAACSOS, the North American Association for Computational and Organizational Science (http://www.casos.cs.cmu.edu/naacsos/).
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