Call For Chapters: IT-Based Service Systems (Dec. 15th)

Call for Chapters,
Book on: “Engineering and Management of IT-based Service Systems:
An Intelligent Decision-Making Support Systems Approach”

Deadline Extended!!!

Book series:
“Intelligent Systems Reference Library”
Springer-Verlag, London Ltd
http://www.springer.com/series/8578

BOOK’S RATIONALE:

A service economy has been recognized as the dominant paradigm in present
times (Chesbrough and Spohrer 2006). Such a service-oriented worldview
demands new engineering and management scientific (both fundamental and
applied) knowledge to cope with the planning, design, building, operation
and evaluation (including the disposal of non adequate) IT-based service
systems (IfM and IBM 2008). Furthermore, several ITSM process models
and standards are available (ITIL v2, ITIL v3, ISO/IEC 20000, CMMI-SVC,
ITUP, MOF 4.0, and CobIT 5.0). Such challenges emerge from the paradigm
shift from a product-based manufacturing economy to this new
service-oriented one (Dermikan et al. 2011). In turn, Intelligent
Decision-Making Support Systems (i-DMSS/DSS) are specialized IT-based
systems that support some or several phases of the individual, team,
organizational or inter-organizational decision making process by
deploying some or several intelligent mechanisms (Forgionne et al. 2002;
Phillips-Wren et al. 2009). In particular, Artificial Intelligence (AI)
has been recognized as a significant enhancement tool for DMSS (Goul et
al. 1992; Eom, 1998) since several decades. However, the utilization of
i-DMSS/DSS for engineering and management of IT-based service systems is
still scarce. We believe that fostering its research and utilization is
relevant and needed for advancing the progress of IT-service systems.
Consequently, in this book will pursue to following academic aims: (i)
generate a compendium of quality theoretical and applied contributions in
Intelligent Decision-Making Support Systems (i-DMSS) for engineering and
management IT-based service systems (ITSS); (ii)  diffuse scarce knowledge
about foundations, architectures and effective and efficient methods and
strategies for successfully planning, designing, building, operating, and
evaluating i-DMSS for ITSS, and (iii) create an awareness of, and a bridge
between ITSS and i-DMSS academicians and practitioners in the current
complex and dynamic engineering and management ITSS organizational (Mora
et al. 2011).

References:

Chesbrough, H. and Spohrer, J. (2006). A research manifesto for services
science. Communications of the ACM. 49(7). 35–40.

Dermikan, H., Spohrer, J. and Krishn, V. (2011). Introduction of the
Science of Service Systems. In:  H. Demirkan, J. Spohrer, and V. Krishna
(Eds). The Science of Service Systems. Service Science: Research and
Innovations in the Service Economy Series, Springer, New York, 1-10.

Eom, S. (1998). An Overview of Contributions to the Decision Support
Systems Area from Artificial Intelligence.  Proceedings of the AIS
Conference (1998), Baltimore, MA, USA, August 14-16.

Forgionne, G.A., Gupta, J. N. D., Mora, M. (2002). Decision making support
systems: Achievements, challenges and opportunities: In : Mora, M.,

Forgionne, G., Gupta, J.N.D. (Eds.) :Decision making support systems:
achievements and challenges for the new decade. Idea Group, Hershey, PA,
392-403.

Goul, M., Henderson, J., Tonge, F. (1992). The Emergence of Artificial
Intelligence as a Reference Discipline for Decision Support Systems
Research. Decision Sciences, 23, 1263-1276.

IfM and IBM. (2008). Succeeding through Service Innovation: Developing a
Service Perspective for Education, Research, Business and Government.
Cambridge, UK: University of Cambridge Institute for Manufacturing.

Mora, M., O’Connor, R., Raisinghani, M., Macias-Luevano, J. & Gelman, O.
(2011).  An IT Service Engineering and Management Framework (ITS-EMF).
International Journal of Service Science, Management, Engineering and
Technology (IJSSMET), 2(2), 1-16.

Phillips-Wren, G., Mora, M., Forgionne, G., and  Gupta, J. (2009). An
Integrative Evaluation Framework  for Intelligent Decision Support
Systems. European Journal of Operational Research (EJOR), 195(3), 642-652.

TOPICS OF INTEREST:

High quality fundamental or applied research-oriented chapters are welcome
on the following key topics:

Section I.  Foundations on IT-based Service Systems

Topics: fundamental concepts, models/architectures, frameworks/schemes or
theories for planning, designing, building, operating or evaluating
IT-based service systems using i-DMSS.

Section II. Cases on Engineering and Management of IT-based Service
Systems supported by
i-DMSS

Topics: cases of innovative real or potential (proof of concept) i-DMSS
applications for supporting the planning, designing, building, operating
or evaluating of IT-based service systems in the main service domains such
as: financial, legal, healthcare, logistics, educational, and military.
AI-based technologies as such: logic rule-based systems, ontology-based
systems, machine learning techniques,  multi-agent systems techniques,
neural networks systems, fuzzy logic systems, cased-based reasoning
systems, genetic algorithms techniques, data mining algorithms,
intelligent agents, user intelligent interfaces among others are welcome.

Section III. Trends and Challenges on Engineering and Management of
IT-based Service Systems supported by i-DMSS

Topics: emergent AI-based technologies, integrations of these
technologies, and the implications, challenges and trends for supporting
the individual, team, organizational or inter-organizational
decision-making processes applied to IT-based service systems, from a
technical and organizational perspective.

IMPORTANT DATES:

Deadline extended to Dec 15th…

* September 30, 2012 – submission deadline of first version of full
chapters.
* November 15, 2013 – notification deadline of editorial results
(definitively accepted chapter, conditioned chapter, or definitively
rejected chapter).
* February 28,  2013 – submission deadline of second improved
version of conditioned chapters.
* March 31, 2013 – notification deadline of definitive editorial
decision on conditioned chapters.
* April 15, 2013 – submission deadline of camera-ready versions of
accepted chapters.
* November to December 2013 – estimated publishing period.

SUBMISSION PROCESS:

Interested authors, please send your full chapter before or on September
30, 2012, to Dr. Manuel Mora at mmora@securenym.net with copy to
dr.manuel.mora.uaa@gmail.com. Each chapter will be evaluated by at least
two academic peers on related themes in a blind mode. Conditioned chapters
will have an additional opportunity for being improved and evaluated. In
the second evaluation, a definitive editorial decision among: accepted or
rejected will be reported. All of the accepted chapters must be submitted
according to the Editorial publishing format rules timely. Instructions
for authors can be downloaded at:
http://www.springer.com/cda/content/document/cda_downloaddocument/T1-book.zip?SGWID=0-0-45-392600-0

EDITORS:

Manuel Mora, EngD, Autonomous University of Aguascalientes, Mexico
Manuel Mora <dr.manuel.mora.uaa@gmail.com>
Jorge Marx Gómez, PhD,  Oldenburg University, Germany
Leonardo Garrido, PhD, Tecnológico de Monterrey, Campus Monterrey, México
Francisco Cervantes-Pérez, PhD, CCADET, UNAM, México
=============================================================================================

Aberdeen: Excellence in Service Doesn’t Come Easy…

Excellence in service doesn’t come easy and its importance continues to rise in an ever more competitive environment as seen in Aberdeen’s recent State of Service research where nearly 80% of respondents had a service leader in place with P&L responsibility for service (as compared to only 61% at the end of 2010). As service organizations look to extend and enhance service excellence, half of all Best-in-Class organizations (50%) have prioritized field service as an area for technology investment to improve customer service, drive revenues and cut costs. Join Aberdeen and SAP for this informative webinar to learn:

  • The state of the service market
  • The need for service differentiation in the field and parts management
  • Field service workforce management trends that enable Best-in-Class performance
  • Impact of mobile tools on customer service and technician utilization

Sampling of HBR Articles Cited in the Service Science Literature

100 Harvard Business Review (HBR) articles relevant to the emerging service science literature

Three Questions:
– What are your top three favorites  from the list below?
– What, if any (HBR articles missing from this list) should be added for their practical insights to service innovation professionals?
– What publications (besides HBR) would have many articles most useful to service-innovation-practitioners in industry and entrepreneurial teams?

 

1. Customer Fit in Service Operations (I)
Chase, Richard B. (1978), “Where Does the Customer Fit in a Service Operation?,” Harvard Business Review, 56 (November-December), 137-42.

2. Behavioral Sciences (I)
Chase, R.B., Dasu, S., 2001. Want to perfect your company’s service? Use behavioral science. Harvard Business Review (June), 79–84.

3. Service Factory – Productivity  (III)
Chase, R.B.,Garvin, D. (1989) The Service Factory, Harvard Business Review, July-August 1989 (lead article), pp. 61-69.

4. Service Science (I, II II)
Chesbrough, H. (2005) Toward a science of services. Harvard Business Review 83, 16–17.

5. Industrialization of Service – Productivity (III)
Levitt, Ted (1976), “Industrialization of Service,” Harvard Business Review, 54 (September-October), 63-74.

6. Designing Services that Deliver – Quality (II)
Shostack, Lynn (1984), “Designing Services that Deliver,” Harvard Business Review, 62 (January-February), 133-39.

7. Putting the Service-Profit Chain to Work – Quality (II)
Heskett, James L., Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger (1994), “Putting the Service-Profit Chain to Work,” Harvard Business Review (March/April), 164-72.

8. Quality Comes To Services – Quality (I & II)
Reichheld, Frederick and W. Earl Sasser, Jr. (1990), “Zero Defections: Quality Comes to Services,” Harvard Business Review, 68 (September/October), 105-11.

9. Profitable Art of Service Recovery – Quality (I & II)
Hart, Christopher W.L., W. Earl Sasser, Jr., and James L. Heskett (1990), “The Profitable Art of Service Recovery” Harvard Business Review, (July-August), 148-56.

10. Matching Supply and Demand (Productivity)
Sasser, W. Earl (1976), “Match Supply and Demand in Service Industries,” Harvard Business Review, 54 (November-Decem- ber), 133-40.

11. The Service Driven Company (Quality)
Schlesinger, Leonard A. and James L. Heskett (1991), “The Service-Driven Service Company,” Harvard Business Review (September/October), 71-81.

12. Effective Marketing for Professional Services (Growth)
Bloom, Paul N. (1984), “Effective Marketing for Professional Services,” Harvard Business Review (September/October), 102-10.

13. Capturing Value of Supplementary Services (Growth, Scope, Adjacent Spaces, Sustainable Innovation, Quality)
Anderson, James C. and James A. Narus (1995), “Capturing the Value of Supplementary Services,” Harvard Business Review, 73 (January/February), 75-83.

14. Cost Accounting Comes to Service Industries (Productivity)
Dearden, John (1978), “Cost Accounting Comes to Service Industries,” Harvard Business Review, 56 (September-Oc- tober), 132-140.

15. Production-Line Approach to Services (Productivity)
Levitt, Theodore (1972), “Production-Line Approach to Services,” Harvard Business Review, 50 (September-Octo- ber), 42-52.

16. Knowledge Based Busienss (Sustainable Innovation)
Davis, S., J. Botkin. 1994. The coming of the knowledge-based business. Harvard Bus. Rev.72 (Sept./Oct.) 165-170.

17.Exploiting the Virtual Value Chain (Productivity)
Rayport, Jeffrey F. and John J. Sviokla (1995), “Exploiting the Virtual Value Chain,” Harvard Business Review, 73 (November/December), 14-24.

18. Surviving the Revolution
Karmarkar, Uday (2004).“Will You Survive the Services Revolution?,” Harvard Business Review, 82 (June) 100–108.

19. Value Constellations
Normann, Richard and Rafael Ramirez (1993). “From Value Chain to Value Constellation: Designing Interactive Strategy,” Harvard Business Review, (July–August) 65–77.

20. Making Mass Customization Work
Pine, Joseph B., II, Bart Victor, and Andrew C. Boynton (1993), “Making Mass Customization Work,” Harvard Business Re- view, 71 (September/October), 108-19.

21. Service Life Cycle of Products
Potts, G.W. (1988), ªExploiting your product’s service life cycleº, Harvard Business Review, Vol. 66 No. 5, pp. 32-5.

22. Beyond Products: Services-Based Strategy
Quinn, J.B., Doorley, T.L. and Paquette, P.C. (1990), “Beyond products: services-based strategy,” Harvard Business Review, Vol. 68 No. 2, pp. 58-67.

23. Unconditional Service Guarantees
C.W.L. Hart, “The Power of Unconditional Service Guarantees,” Harvard Business Review, 66(4) July-August 1988, 54-62

24. Governance
Mintzberg, Henry. 1996. Managing Government, Governing Management. Harvard Business Review74(3): 75-83.

25. IT
McAfee A, Brynjolfsson E. 2008. Investing in the IT that makes a competitive difference. Harvard Business Review 86(7–8).

26. Sell Services More Profitably
Reinartz, W. and Ulaga, W. (2008) How to Sell Services More Profitably, Harvard Business Review, 86: 90-96.

27. Downstream profits
Wise, R. and Baumgartner, P. (1999) Go Downstream: The New Profit Imperative in Manufacturing. Harvard Business Review, Sept-Oct, 133-141.

28. House of Quality
Hauser, John R. and Don Clausing (1988), “The House of Quality,” Harvard Business Review, 66 (May-June), 63-73.

29. Experience Economy
Pine, B. Joseph and James H. Gilmore (1998), Welcome to the Experience Economy.Harvard Business Review.

30. Core Competence of the Corporation
Prahalad, C.K. and Gary Hamel (1990), “The Core Competence of the Corporation,” Harvard Business Review, 68 (May-June), 79-91.

31. Co-opting Customer Competence
Prahalad, C.K and Venkatram Ramaswamy (2000), “Co-opting Customer Competence,” Harvard Business Review, 78 (January- February), 79-87.

32. Strategy and the New Economics of Information
Evans, Philip B. and Thomas S. Wurster (1997), “Strategy and the New Economics of Information,” Harvard Business Review, 75 (September-October), 71-82.

33. Symbols for Sale
Levy, Sidney J. (1959), “Symbols for Sale,” Harvard Business Review, 37 (July–August), 117–24.

34. How Brands Become Icons
Holt, Douglas B. (2004), How Brands Become Icons: The Principles of Cultural Branding, Cambridge, MA: Harvard Business School Press.

35. Reengineering works
Hammer, M. (1990). ‘Reengineering works: Don’t automate, obliterate’, Harvard Business Review, 68(4), pp. 104–112.

36. Lean Service Machine
Swank CK. The lean service machine. Harvard Bus Review 2003; 81(10):123-129, 38.

37. Fixing Health Care
Spear SJ. Fixing health care from the inside, today. Harvard Bus Review 2005;83(9):78-91.

38. Competing for the Future
Hamel, G., & Prahalad, C. K. 1994. Competing for the future. Boston, MA: Harvard Business School Press.

39.Balanced Scoreboard
Kaplan, R.S., & Norton, D. P. 1992. The balanced scorecard: Measures that drive performance. Harvard Business Review, 70(1): 71-79.

40. Competing on capabilities
Stalk, G., Evans, P., & Shulman, L. 1992. Competing on capabilities: The new rules of corporate strategy. Harvard Business Review, 70(2): 57-69.

41. Lessons in the Service Sector
Heskett, James L. (1987), “Lessons in the Service Sector,” Harvard Business Review, 87 (March-April), 118-26.

42. Value Innovation
Kim, W. C. & Mauborgne, R. (1997). Value innovation: The strategic logic of high growth. Harvard Business Review, 75(1), 103-112.

43. Creating new market space
Kim, W. C. & Mauborgne, R. (1999). Creating new market space. Harvard Business Review, 77(1), 83-93.

44. Learning to love the service economy
Canton, I. D. [1984] ‘Learning to love the service economy’, Harvard Business Review, may-June, 89-97.

45. Hearing the voice of the market
Barabba, Vincent and Gerald Zaltman (1991), Hearing the Voice of the Market. Cambridge, MA: Harvard Business School Press.

46. Information and Competitive Advantage
Porter, Michael E. and Victor E. Millar (1985), “How Information Gives You Competitive Advantage,” Harvard Busi- ness Review, 85 (July-August), 149-60.

47. Relationship marketing
Fournier, Susan Susan Dobscha, and David Glen Mick (1998), “Preventing the Premature Death of Relationship Marketing,” Harvard Business Review, 77 (January/February), 42-51

48. Desgin
Leonard, Dorothy and Jeffrey F. Rayport (1997), “Spark Innovation through Empathic Design,” Harvard Business Review, 75 (November/December), 102-13.

49. Trust and virtual organization
Handy, C. (1995). Trust and the virtual organization. Harvard Business Review, 73(3), 40-48.

50. Contextual marketing & Internet
Kenny, D., & Marshall, J. F. (2000). Contextual marketing: The real business of the Internet. Harvard Business Review, 78(6), 119-125.

51. Commoditization of Process
Davenport, T. The coming commoditization of processes. Harvard Business Rev. (June 2005), 100–108.

52. Manager Job
Mintzberg, H. The manager’s job: Folklore and fact. Harvard Business Review (July/Aug. 1975), 49–61.

53. Knowledge Creating Company
Nonaka, I. The knowledge creating company. Harvard Business Review 69 (Nov–Dec 1991), 96–104.

54. Business Models Matter
Magretta, J. (2002), “Why business models matter”, Harvard Business Review, Vol. 80 No. 5, pp. 86-92.

55. Business Model
Johnson M. W., Christensen, C. M. and Kagermann, H. (2008), “Reinventing your business model”, Harvard Business Review, Vol. 86 No. 12, pp. 50-59.

56. Value Proposition
Anderson, J. C., Narus, J. A., & van Rossum, W. (2006). Customer value propositions in business markets. Harvard Business Review, 84, 90–99.

57. Increasing Return
Arthur, W. B. “Increasing Returns and the New World Of Business,” Harvard Business Review (74:4), July-August 1996, pp. 100-109.

58. Restitching
Eisenhardt, K., and Brown, S. L. “Patching: Restitching Business Portfolios in Dynamic Markets,” Harvard Business Review (77:3), May/June 1999, pp. 72-82.

59. Coevolving
Eisenhardt, K., and Galunic, D. C. “Coevolving: At Last, a Way to Make Synergies Work,” Harvard Business Review (78:1); January/ February, 2000, pp. 91-102.

60. Strategy as Simple Rules
Eisenhardt, K., and Sull, D. “Strategy as Simple Rules,” Harvard Business Review (79:1), 2001, pp. 107-116.

61. Strategy and the Internet
Porter, M. (2001) “Strategy and the Internet,” Harvard Business Review, March-April 2001, pp. 63-78.

62. Value Disciplines
Treacy, M., and Wiersema, F. “Customer Intimacy and Other Value Disciplines,” Harvard Business Review (71:1), January/February 1993, pp. 84-93.

63. Games and Strategy
Brandenburger, A. M., & Nalebuff, B. J. 1995. The right game: Use game theory to shape strategy. Harvard Business Review, 73(4): 57-71.

64. Organizational change
Greiner, L.1972. Evolution and revolution as organizations grow. Harvard Business Review, 50(4): 37-46

65. Competitor collaboration
Hamel, G., Doz, Y. L., & Prahalad, C. K. 1989. Collaborate with your competitors-and win. Harvard Business Review, 67(1): 133-140.

66. Beyond Vertical Integration
Johnston, R., & Lawrence, P. R. 1988. Beyond vertical integration: The rise of the value-adding partnerships. Harvard Business Review, 88(4): 94-101.

67. Collaborative Advantage
Kanter, R. M.1994. Collaborative advantage. Harvard Business Review, 72(4): 96-108.

68. Global Logic
Ohmae, K.1989. The global logic of strategic alliances. Harvard Business Review, 67(2): 143-154.

69.  Cooperate to Compete
Perlmutter, H. V., & Heenan, D. A. 1986. Cooperate to compete. Harvard Business Review, 86(2): 136-152.

70. Planning as Learning
DeGeus, Arie P. (1988), “Planning as Learning,” Harvard Business Review, 66 (March/April), 70-74.

71. Competing on the Eight Dimensions of Quality
Garvin, David A. (1987), “Competing on the Eight Dimensions of Quality,” Harvard Business Review, 57, 173-84.

72. Customer-Centered Brand Management
Rust, R. T., V. A. Zeithaml, K. N. Lemon. 2004. Customer-centered brand management. Harvard Bus. Rev. 82(9) 110-118.

73. Humble Decision Making
Etzioni Amitai (1989), “Humble Decision Making,” Harvard Business Review, 67 (July-August), 122-26.

74. Cultural Issues
Nonaka, Ikujiro (2007) The Knowledge-Creating Company. HBR.
M. Baba and J. Gluesing (1992), Knowledge creation:  Japan vs. the West, HBR 70(1):157-58.

75. Supply Chain
Bowersox, Donald J.  1990.  The Strategic Benefits of Logistics Alliances.  HBR 90(4):4-11.

76.  Service Worker Productivity
Drucker, Peter F.  1991.  The New Productivity Challenge.  HBR 91, November/December, 70-79.

77. Service Analytics
Davenport, T., Mule, L. D., & Lucker, J. (2011), Know what your customers want before they do. Harvard Business Review, 89, 84-92.

78. Service Excellence
Frei, F. X. 2008. The four things a service business must get right. Harvard Business Review 86(4): 70–
80.

79.  Value-cocreation
Ramaswamy, V., Gouillart, F., 2010, Building the cocreative enterprise, Harvard Business Review, Volume 88 (10): 100-109.

80. Customer Experience
Meyer, Christopher and Andre Schwager (2007), “Understanding Customer Experience,” Harvard Business Review, February 117–26.

81. Customer-Employee Interactions
Fleming, J. H., Coffman, C., & Harter, J. K. (2005). Manage your human sigma. Harvard Business Review, 83(7/8), 106–114.

82. Strategy
Marco Iansiti and Roy Levien. Strategy as Ecology. Harvard Business Review, 82(3):68–78, March 2004a.

83. Self-Service
Moon, Y. and Frei, F.X. (2000), “Exploding the self-service myth’’, Harvard Business Review, Vol. 78 No. 3, pp. 26-7.

84. Customers
Dougherty D, Marty A (2008). What service customers really want? Harvard Business Review, September: p. 22.

85. Customer loyalty
O’Brien, Louise and Charles Jones, “Do Rewards Really Create Loyalty?”, Harvard Business Review (May – June, 1995), 75–82.

86. Strategy
Allmendinger, G.; Lombreglia, R.; Four Strategies for the Age of Smart Services. Harvard Business Review, Oct2005, Vol. 83 Issue 10, pp.131-145.

87. Customer Satisfaction
Taylor, A. (2002, July). Driving customer satisfaction. Harvard Business Review, 24-25.

88. Quality and Productivity Tradeoff
Frei, Frances X. (2006), “Breaking the trade-off between efficiency and service,” Harvard Business Review, 84 (11), 92-101.

89. Service Innovation
Thomke, Stefan (2003), “R&D Comes to Services,” Harvard Business Review, 81 (4), 70-79.

90. Contracting
Marcus, Sumner (1964), “Studies of Defense Contracting,” Harvard Business Review, 42 (3), 20-184.

91. Employees and Customers
Chun, Rosa, and Gary Davies. “Employee Happiness Isn’t Enough to Satisfy Customers.” Harvard Business Review 87.4 (2009): 19.

92. Service Quality and Customer Trust
Bell, Simon J. and Andreas B. Eisingerich (2007), ―Work With Me,‖ Harvard Business Review, 85 (March), 32.

93. Productivity
Merrifield, R., Calhoun, J., & Stevens, D. (2008). The next revolution in productivity. Harvard Business Review, June, 72–80.

94. Global Networks
Bartlett, C., & Ghoshal, S. 1989. Managing across borders: The transnational solution. Boston, MA: Harvard Business School Press.

95. Global Networks & Developing Economies
Khanna, T., & Palepu, K. 2006. Emerging giants: Building worldclass companies in developing countries. Harvard Business Review, 84(10): 60–69.

96. Offshoring
Farrell, D. 2006. “Smarter Offshoring,” Harvard Business Review (84:6), pp. 85-92.

97.  Innovation
Deborah Wince-Smith (2005) “Innovate at your own risk”, Harvard Business Review, Vol. 83 No.5, pp.25.

98. Strategy
Dawar N, Frost T. 1999. Competing with giants: survival strategies for local companies in emerging markets. Harvard Business Review 77(2): 119–129.

99. Emerging Markets
Prahalad, C. K. and A. Hammond: 2002, ‘Serving the World’s Poor, Profitably’, Harvard Business Review 80(9), 48–58.

100. Not-for-profit service
Harvey, P. D., and Snyder, J. D. (1987) Charities need a bottom line too. Harvard Business Review (January-February). Harvard Business Publishing, Boston.

 

 

 

 

ITSqc: eSourcing Capability Model Courses

eSCM-CL Model Course
http://www.itsqc.org/training/courses/escm-cl.html

The eSourcing Capability Model for Client Organizations (eSCM-CL) Course will be taught by the ITSqc Directors, in Pittsburgh PA USA, September 12 – 14.  The course description is here.  Registration information is here.
The eSourcing Capability Model for Service Providers (eSCM-SP) Course will be taught by the ITSqc Directors, in Pittsburgh PA USA, September 19 – 21.  The course description is here.  Registration information is here.
Please feel free to contact me if you have any questions.  Note that there is an IAOP member discount for these courses.
Keep in Touch
Join the LinkedIn groups for eSCM-SP or eSCM-CL.  Visit the ITSqc home page for the latest announcements.  The ITSqc training page always lists the upcoming public training offered by ITSqc and our Authorized Training Organizations.
Best Regards,
Jeff Perdue
Director
ITSqc, LLC
ITSqc Price
US $2500.00

Course Description
The eSourcing Capability Model for Client Organizations (eSCM-CL) is a “best practices” capability model with two purposes: (1) to give client organizations guidance that will help them improve their capability across the sourcing life-cycle, and (2) to provide client organizations with an objective means of evaluating their sourcing capability.

The eSourcing Capability Model for Client Organizations course introduces participants to the concepts, terminology, and structure of the Model and the interrelationships of the Model components. Participants will gain an understanding of the value of the Model for clients and service providers, learn about the eSCM-CL’s practices for sourcing, identify major characteristics of client organizations at different capability levels, gain an introductory understanding of how the Capability Determination Process is carried out, and be given ideas for introducing eSCM-CL in their organizations. Participants who have successfully completed the course will receive a certificate of completion.

Materials
As part of the course, participants will receive the Model, “eSourcing Capability Model for Client Organizations,” the course notebook and supplemental readings.
Topics

  • What is IT-enabled Sourcing?
  • Benefits and Risks
  • Success and Failures in Sourcing
  • Need for and Development of the Model
  • Model Structure
  • Practice Descriptions
  • Support Practices
  • Capability Areas
  • Capability Levels
  • Using the Model
  • The Capability Determination Process
  • Introducing the eSCM-CL into Organizations
Objectives
There are eight overall learning objectives for this course:

  • Be able to define IT-enabled sourcing and the reasons for success or failure
  • Be able to describe the value of the Model to client organizations and service providers.
  • Understand the structure of the eSCM-CL and the interrelationship of its components.
  • Become familiar with practices in each Capability Area.
  • Learn about the characteristics for each of the 5 Capability Levels.
  • Understand how the Model can be used by clients, service providers, and quality consultants.
  • Gain a high level understanding of the eSCM Capability Determination Process.
  • Develop an initial concept of how to introduce the eSCM-CL into your organization.
Schedule
9 a.m. to 5 p.m. each day.

 

eSCM-SP and eSCM-CL Model Courses Available
The eSourcing Capability Model for Client Organizations (eSCM-CL) Course will be taught by the ITSqc Directors, in Pittsburgh PA USA, September 12 – 14.  The course description is here.  Registration information is here.
The eSourcing Capability Model for Service Providers (eSCM-SP) Course will be taught by the ITSqc Directors, in Pittsburgh PA USA, September 19 – 21.  The course description is here.  Registration information is here.
Please feel free to contact me if you have any questions.  Note that there is an IAOP member discount for these courses.
Keep in Touch
Join the LinkedIn groups for eSCM-SP or eSCM-CL.  Visit the ITSqc home page for the latest announcements.  The ITSqc training page always lists the upcoming public training offered by ITSqc and our Authorized Training Organizations.
Best Regards,
Jeff Perdue
Director
ITSqc, LLC

CFP: Conference on Resource Intensive Applications and Services (Lisbon, March 2013)

The submission deadline is October 29, 2012.

Authors of selected papers will be invited to submit extended article versions to one of the IARIA Journals: http://www.iariajournals.org

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

============== INTENSIVE 2013 | Call for Papers ===============

CALL FOR PAPERS, TUTORIALS, PANELS

INTENSIVE 2013, The Fifth International Conference on Resource Intensive Applications and Services

March 24 – 29, 2013 – Lisbon, Portugal

General page: http://www.iaria.org/conferences2013/INTENSIVE13.html

Call for Papers: http://www.iaria.org/conferences2013/CfPINTENSIVE13.html

– regular papers

– short papers (work in progress)

– posters

Submission page: http://www.iaria.org/conferences2013/SubmitINTENSIVE13.html

Submission deadline: October 29, 2012

Sponsored by IARIA, www.iaria.org

Extended versions of selected papers will be published in IARIA Journals:  http://www.iariajournals.org

Print proceedings will be available via Curran Associates, Inc.: http://www.proceedings.com/9769.html

Articles will be archived in the free access ThinkMind Digital Library: http://www.thinkmind.org

Please note the Poster and Work in Progress options.

The topics suggested by the conference can be discussed in term of concepts, state of the art, research, standards, implementations, running experiments, applications, and industrial case studies. Authors are invited to submit complete unpublished papers, which are not under review in any other conference or journal in the following, but not limited to, topic areas.

All tracks are open to both research and industry contributions, in terms of Regular papers, Posters, Work in progress, Technical/marketing/business presentations, Demos, Tutorials, and Panels.

Before submission, please check and conform with the Editorial rules: http://www.iaria.org/editorialrules.html

INTENSIVE 2013 Topics (topics and submission details: see CfP on the site)

Basics on RIAS (Resource Intensive Applications and Services)

Fundamentals on RIAS; Heuristics for relaxing RIAS; Optimization on RIAS; Coordinated checkpointing and rollback in RIAS; Approximation approach in RIAS; Suboptimal solutions in RIAS; Distribution RIAS; Pervasive parallelism RIAS

Basic algorithms for RIAS

Fundamental algorithms for massive data; Specialized algorithms for grapics, statistics, bio-databases; Load-balancing and cache algoritms; Hierarchical algorithms; Streaming algorithms; Sublinear algorithms; Quick convergence algorithms; Algorithms for synchronization intensive processes; Algorithms for very high speed sustainability;

Communications intensive

Transaction RIAS; Bandwidth RIAS; Traffic RIAS; Broadcast and multicast RIAS; Propagation RIAS; Stream media intensive

Process intensive

Resource RIAS; Computation RIAS; Memory RIAS; Data acquisition RIAS; Data compression RIAS; Replication intensive RIAS; Storage RIAS; Access RIAS; Image processing RIAS

Data-intensive computing

Computing platforms; Collaborative sharing and datasets analysis; Large data streams; Data-processing pipelines; Data warehouses; Data centers; Data-driven society and economy

Operational intensive

Cryptography RIAS; Intrusion prevention RIAS; Deep packet inspection RIAS; Reconfiguration RIAS; Load-balancing RIAS; Buffering & cashing RIAS; Performance RIAS

Cloud-computing intensiveness

Infrastructure-as-a-service; Software-as-a-service [SaaS applicaitions]; Platform-as-service; On-demand computing models; Cloud computing programming and application development; Cloud SLAs, scalability, privacy, security, ownership and reliability issues; Power-efficiency and Cloud computing; Load balancing; Business models and pricing policies; Custom platforms, on-premise, private clouds; Managing applications in the clouds; Content and service distribution in Cloud computing infrastructures; Migration of Legacy Applications

User intensive

User interaction RIAS; Multi-user RIAS; User-adaptation RIAS

Technology intensive

Mobility RIAS; High-speed RIAS; Intensive real-time decoding

Control intensive

Message RIAS; Monitoring RIAS; Power consumption RIAS; Hardware for RIAS; Software for RIAS; Middleware for RIAS; Threat containment RIAS

Complex RIAS

Bioinformatics computation; Large scale ehealth systems; Pharmaceutical/drug computation; Weather forecast computation; Earthquake simulations; Geo-spatial simulations; Spatial programs; Real-time manufacturing systems; Transportation systems; Avionic systems; Economic/financial systems; Electric-power systems

Committee: http://www.iaria.org/conferences2013/ComINTENSIVE13.html

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CFP: Frontiers in Service Conference Taiwan July 4-7 2013

Frontiers in Service

July 4-7, 2013, Taipei, Taiwan
http://www.im.ntu.edu.tw/frontiers2013
Conference Co-Chairs: Ming-Hui Huang, A. Parasuraman, and Katherine N. Lemon
 
The 22nd annual Frontiers in Service Conference will be July 4-7, 2013 in Taipei, Taiwan, hosted by the College of Management at the National Taiwan University. The 2013 Frontiers in Service Conference, sponsored by INFORMS, the American Marketing Association, the University of Maryland’s Center for Excellence in Service, and the National Science Council, Taiwan, and IBM, is the world’s leading annual conference on service research and management. It attracts prominent thought leaders and industry experts from around the world to share cutting-edge knowledge and best practices on how to improve service quality, enhance service productivity, and foster service innovation.
 
The conference will cover a wide variety of service topics, including service science, service marketing, service operations, and service management. Case studies by business practitioners are encouraged, and a “Best Practitioner Presentation” will be awarded at the conference.  The conference will also include a doctoral consortium organized by AMA SERVSIG, and a special issue of the INFORMS journal Service Science will invite selected papers from the conference.
 
Please submit an abstract online (http://www.im.ntu.edu.tw/frontiers2013) by Nov 20, 2012.

Important dates
Abstract submission deadline: Nov 20, 2012
Author notification: Dec 15, 2012
Conference dates: Jul 4-7, 2013
 
Please check http://www.im.ntu.edu.tw/frontiers2013 for further information and updates.
 
Special issue of Service Science
Selected papers will be recommended for a special issue of INFORMS’ Service Science journal for fast-track consideration.

For more information, contact:
 
Ming-Hui Huang
Distinguished Professor of E-Commerce
College of Management
National Taiwan University
huangmh@ntu.edu.tw

Roland T. Rust
Distinguished University Professor and David Bruce Smith Chair in Marketing
Executive Director, Center for Excellence in Service<br>
Executive Director, Center for Complexity in Business

Department of Marketing
Robert H. Smith School of Business
3451 Van Munching Hall
University of Maryland
College Park, MD  20742-1815
301-405-4300 TEL
301-405-0146 FAX
rrust@rhsmith.umd.edu
http://www.rhsmith.umd.edu

Human Ecology and Service System Evolution

The human ecology is made up of nested, networked service systems (Spohrer, Piciocchi, Bassano 2012).

The evolution of service systems can be viewed as a special case of meaning-creation in sociotechnical systems evolution (Spohrer & Maglio 2008); specifically…

“IV. Research Agenda  A central problem in service science is likely to be related to understanding service system evolution. After all, service innovation—our ultimate goal—creates changes to a service system, which is made up of clients and providers co-producing value, and which has direct impact on the evolution of the system. One measure of value is as a measure of the differential between supply and demand (low supply plus high demand equals potential for high value). Specialization is one of the key mechanisms for creating value. If two entities have different abilities for achieving a goal (supply diversity), then under certain conditions they can specialize on what they do best, and create an overall increase in productivity that leads to increased profits that are then invested in new goals (demand diversity). From the provider perspective, specialization can lead to high talent, high technology, or superior environment-enabled performances for creating value. Specialization leads to the need for trusting others and coordinating activity across potentially vast networks (with or without central control). As a result, service system evolution is a special case of meaning-creation in sociotechnical system evolution in which value is one locus of meaning and design (Trist, 1981; Engelbart 1963; Simon, 1996).”

Service systems (from people to businesses to nations) can be approximated as physical-symbol-systems because human’s are a symbolic species in which our brains and language co-evolved, and businesses and nations use contracts and written law to govern their interactions.

Therefore, the “process of valuing” that service systems engage in when they create, offer, and negotiate value propositions with each other can be viewed as a type of sensemaking or process of giving meaning to experience.

Sensemaking is about co-creating meaning.  Service science is about co-creating value, and ultimately co-elevating capabilities along the way.
Finding “worthy objectives” becomes harder and harder as capabilities increase.     Should we “colonize Mars” or “end hunger” or “build starships” – or what?

People try to stay in flow (optimal experience) by balancing routine and challenge;  too much routine leads to boredom, and too much challenge leads to anxiety.

Parents try to keep their “learners/children” in the zone of proximal development.

Businesses try to remain ambidextrous organizations that can balance exploitation (profitable routine) and exploration (innovation options), which is a type of organizational learning.

Some even see all complex learning systems as balancing on the edge of order and chaos.

In short, because people use symbols (language) to negotiate meaning (including worthy shared objectives) and to negotiate value-cocreation opportunities, service system evolution is shaped by symbols and the meaning we give them.

Knowledge (symbols in people) has the potential to create value through service – the application of knowledge for the benefit of others.   Knowledge that has the potential to create value,  but remains under-utilized or un-utilized is a type of waste.   Knowledge that is only slowly used to create value, instead of being rapidly put to work to create value is another type of waste.   Service science studies past, present, and possible future service systems, and the speed at which they can create new knowledge (meaning, co-elevation) and rapidly apply that new knowledge to co-create value.

References:
Spohrer, J, P Piciocchi, C Bassano (2012).Three Frameworks for Service Research: Exploring Multilevel Governance in Nested, Networked Systems. Service Science. 4(2) 147-160.

Spohrer, J. and Maglio, P. P. (2008) The emergence of service science: Toward systematic service innovations to accelerate co-creation of value. Production and Operations Management 17(3), 1–9.

Additional Reading
Trist on the evolution of socio-technical systems

Mumford on socio-technical system design

Bonen on complex socio-technical system behavior

Evolving better service science programs, and overcoming failure patterns

With over 500 service science related programs worldwide, there is a lot of evolving of best practices going on year over year, and there are some common failure patterns that have emerged as well…

(1) Students: Students may not recognize the program, and so enrollments are too low.  Service systems design and entrepreneurship in the title of the programs or descriptions seems to help.

(2) Faculty: Faculty may not have the necessary breadth and depth to teach all the material, and so expertise may be too low.  Teams of faculty and industry instructors is one approach to this problem.

(3) Department: Departments may view many of the courses as outside their scope, and so the course may be too narrow to create true T-shaped graduates.  Locating the program in a research center with a focus on health, retail, or some other industry sector can help.

(4) Institution:  Institutions may have funding reductions, and look to “roll-back” any recent courses that are less proven, and so funding support may be too low.  Locating the program in a well funded research center or exec education program can help.

(5) Accreditation: Getting engineering, management, social sciences, etc. accreditation of a new integrated transciplinary program can be very tough.   Linking with related programs and across other schools can help.

(6) Employers:  Employers may not recognize the degree or courses, and not hire the graduates, and so successful placements may be too low.  One approach is to offer the service science related program as a minor, so the employers can recognize a traditional major (T-shaped graduate).

So there are six ways to fail, and only one way to succeed fully – and that is to succeed on all six points above.  However, many programs do succeed on making progress on all six dimensions, and continue to improve a bit year over year.  Once there is a CAD tool for modeling global nested, networked service systems – that tool will make the textbook, and other aspects of the above easier to overcome.

Teaching Service Innovation

There are four major approaches to teaching service innovation:

 

1. Service innovation as type of design methodology

The focus is on customer-provider interactions typically and many service design methodologies exists that provide a step by step process.  There is also the notion of service design as different from product of process design innovation.   There are many discipline specific ways  or professional society specific ways of teaching students about service systems, and how to create them.

 

2. Service innovation as type of research management

The focus is on running a multidisciplinary service research group inside a for-profit corporati0n.  The innovation management approach is usually to balance five types of service innovations: (1) improve existing service offerings, (2) create new service offerings, (3) improve processes for acquiring and divesting of specific service offerings to achieve strategic objectives, such as profitability of the portfolio, (4) helping customers and suppliers improve their service research groups, (5) patents and capturing service innovation intellectual property, and (5) contributions to science and education in the broader service innovation community, including university programs.    A good book on managing service research organizations scientifically is “Reaching the Goal: How Managers Improve Service Businesses Using Goldratt’s Theory of Constraints”  by John Ricketts.

 

3. Service innovation as type of business strategy

The focus is on case studies of successful service innovations that companies have executed in the marketplace.  For example, Rolls Royce power-by-the-hour, Apple’s ipod, iphone, ipad device as a platform, or other open service innovation approaches.   The strategy of creating a platform that allows customers or users to co-create value is often emphasized, with examples like Wikipedia.

 

4. Service innovation as type of regional policy

The focus is on national service innovation policy and case studies of regions implementing policy changes that have attracted service delivery centers to locate within a region, or increased the amount of business/social-sector service innovation/entrepreneurship in a region.

 

Please add others ways of teaching service innovation to students, or improve the pointers to slides and presentations for any of the above.

 

 

A New Engineering-Challenge Discipline: Rapidly Rebuilding Societal Infrastructure

A New Engineering-Challenge Discipline: Rapidly Rebuilding Societal Infrastructure

“Civilization advances by extending the number of important operations which we can perform without thinking of them.”
Alfred North Whitehead, English mathematician

How quickly can an individual engineering student or team of students rebuild from scratch the advanced technology infrastructure of society?  From raw materials to simple tools, from simple tools and steam engines to more advanced energy systems (force multipliers), from metals and glass lenses to photography and sensors (perception multipliers), from energy systems and sensors to more precise measurement and control systems (precise production scale-up), from lithography and printing and computers and software to self-replicating machines as envisioned by John von Neumann as a real-world follow-on to the symbolic-world’s Universal Turing machines.  Highly advanced nested, networked service systems have this ability to replicate near copies of themselves at multiple scales.  Like Defoe’s Robinson Cursoe, competitors will test themselves and discover accelerated alternative pathways that might have emerged if history had unfolded differently.  On the way to self-replicating 3D printers, competitors will explore new pathways and combinations of technology and discover new innovation recipes from the same or new sets of ingredients.

The first part of the engineering design challenge is to estimate the quantity and purity of raw materials that will fit in one standard size shipping container.  The shipping container must contain only raw materials of set purity levels, and from this competitors will compete to rapidly rebuild societal infrastructure.

The second part of the engineering design challenge is to plan the intermediate steps to reach the ultimate goal.  Just like for chess games, over time patterns of effective opening plays will emerge.  What is the best sequence of intermediate technologies, and scaffolding technologies to get to self-replicating machines and universal 3D printers?

Finally, let the competition begin!  Competitors open their shipping containers on standard size lots and go, start, begin the challenge of rebuilding societal infrastructure.   In the container, the teams are allowed camping gear and basic supplies – but cannot use these materials in the rebuild challenge, only to provide for their basic personal needs as they compete. They are allowed smart phones for accessing information and people outside the competition area.

In early versions of the challenge, the starting shipping container can contain a few “cheats” to help the games be more interesting to watch and speedy to the conclusion.  Overtime, the cheats will be removed as more creative patterns that can avoid the cheats are discovered.  Many variations of this game can be imagined. For example, one quite different version aired on TV as a reality TV show called The Colony and it was complete with IBM Fellow John Cohn.

I expect many others have thought about doing this before from RepRap to Maker subculture.
Are you interested in making this latest “imagination challenge”, learning platform real?
Then please contact me on Twitter @JimSpohrer.

 

 Other related quotes on the importance of learning to rapidly rebuild infrastructure:

“The problem was the problem. MacCready realized that what needed to be solved was not, in fact, human-powered flight. That was a red herring. The problem was the process itself. And a negative side effect was the blind pursuit of a goal without a deeper understanding of how to tackle deeply difficult challenges. He came up with a new problem that he set out to solve: How can you build a plane that could be rebuilt in hours, not months? And he did.”

Fastcodesign on Gossamer Albatross main lesson

“This was something I had to do, not just dream about it, but do it… I suppose too I was here to test myself.  Not that I had never done it before, but this time it to be a more thorough and lasting examination. What was I capable of that I didn’t know yet?”
Richard Proenneke, American naturalist
Quote from: Alone in the Wilderness

Additional Comments




Comment 20240201: Student project: Discuss the relationship between this proposal and Assembly Theory