Tips for Educating New Service Professionals

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Educating the New Service Professional:
What are the Essentials of a Service Curriculum?

Cheryl Kieliszewski, Ph.D., IBM Almaden Research Center,  Analysis by Xiaoyun (Amanda) Liu

 Document

https://service-science.info/wp-content/uploads/2012/06/Educating-New-Service-Professional_Large4.pdf

This document has a lot of good perspective for those who are new to service science management engineering and design (SSME+D) topics, but interested in having some tips for setting up a program to educate new service professionals.

Faculty can also draw on a growing list of books and textbooks for teaching service science related courses

https://service-science.info/archives/1931

 

Once you have a course or degree program design, you may want to evaluate its content using the following guidelines.

https://service-science.info/wp-content/uploads/2010/03/service-science-program-guide-V1.pdf

 

It is also strongly encouraged for course and degree creators to be a part of an existing or new professional association to continue to evolve that professional associations education content for next-generation service-aware professionals

https://service-science.info/archives/1982

Finally, there is a growing literature on creating T-shaped professionals in any discipline who understand service systems,  service innovation, and value-cocreation mechanisms.

 

 

Service Innovation Policy – OECD Survey and Workshop

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Please take the following survey (about five minutes):

https://webnet.oecd.org/Survey/Survey.aspx?s=9e39dcb15b1b40319d9e3e1bb1bb7fb6

The OECD  Working Party on Innovation and Technology Policy (TIP) has launched a project on R&D and innovation in services, which is intended to provide evidence on recent service innovation trends, improve the measurement of service-based activity across sectors, and increase understanding of the role of public policies in promoting such activities. Please see the attached flyer and website for further information about the project:

http://www.oecd.org/sti/innoserv

 

See flyer for more information:

INNOSERVflyer

Higher Education as a Service System: Perspectives for Analysis, Design and Innovation

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Webinar on “Higher Education as a Service System: Perspectives for Analysis, Design and Innovation”

25th May 2012

Manchester Centre for Service Research
Manchester Business School
University of Manchester
MBS West 3.103

Recently, the idea of analysing service activities as systems – linking together people, technologies, and organisational structures and processes – has gained ground. Different disciplines and practical perspectives bring their own insights to this approach, and it is argued that we are seeing the emergence of frameworks which can be valuable for bringing together these insights so as to advance analysis and to improve service quality, not least through bringing new tools to bear on service design and to support service innovation.

Higher Education is one of our most important service sectors and can be considered as a complex service system (with wide-ranging missions grouped under the education, research and engagement headings). The aim of this workshop is to identify the key drivers and barriers of change in the Higher Education and explore how the service system perspective can be mobilised to help us better appraise the prospects for its future development.

Programme

15:00 – 15:45 Introductory Presentation
Re-examining the changing HE landscape as a service system
Prof Alistair Sutcliffe, Emeritus Professor, MBS

15:45 – 17:00 Plenary with position statements from participants

17:00 – 17:30 Summary

This will be a by-invitation event.

Please register your interest by email to Azar Shahgholian azar.shahgholian@postgrad.mbs.ac.uk

The event will also be broadcast as a webinar so please indicate whether you would prefer to attend in person or through the webinar.

Art & Science of Service Conference (Deadline May 4th)

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Several colleagues at the POMS Conference In Chicago this past week asked me if they could still submit abstracts to the Art & Science of Service Conference, to which I said yes. To be fair to everyone, I have extended the deadline to next Friday, May 4.

 

Attached is the Meeting Announcement and the Call for Papers for this year’s Art & Science of Service Conference that will be held at Maastricht University in Maastricht, The Netherlands on June 27-29, 2012.

 

More information about the conference is available at the conference website: http://atc3.bentley.edu/conferences/service2012/directions.aspx

 

As always, please let me know if you have any questions or need additional information about the conference.

 

Sincerely,

 

Mark M. Davis

Professor of Operations Management

Bentley University

Disney: Example Human-Side of Service Engineering

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For those planning to attend the Human-Side of Service Engineering Conference in July 21-24 2012 San Francisco, the following article may be of interest…

In Business Consulting, Disney Institute is not such a small world after all…

“Maryland teachers were instructed to engage children by crouching and speaking to them at eye level. Chevrolet dealers were taught to think in theater metaphors: onstage, where smiles greet potential buyers, and offstage, where sales representatives can take out-of-sight cigarette breaks… These personal service tips came from the Disney Institute, the low-profile consulting division of the Walt Disney Company. ”

For more information:

http://www.nytimes.com/2012/04/22/business/media/in-business-consulting-disneys-small-world-is-growing.html?pagewanted=all

http://www.ahfe2012.org/HSSE.html

TSIA Service 50 Q1 2012 Webinar – Revenue & Margin Trends

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TSIA Service 50 Q1 2012 Webinar

Report on: Service revenue and margin trends

Requires registering at their website – if you are first time webcast portal visitor

April 26th, 2012 9:00am – 10:00am (PDT)

Presenter for this webcast is Thomas Lah, Executive Director of TSIA.

More Information

Since 2005, TSIA has been tracking—in our widely-followed Service 50 index—service revenue and profit trends in the technology industry. And the trends have very clearly pointed to an increasing reliance on both service revenues and profits to sustain the health and growth of technology product companies.

On April 26th, I want to invite you to join me, Thomas Lah as I identify the latest observations and trends for the technology services industry. Key areas I will cover will include:
• Overall revenue and profit trends for technology companies
• Service revenue and margin trends
• How business models for hardware and software companies are shifting
• The growing influence of cloud computing on the financial results of the S50

TSIA aggregates the financial performance of these fifty companies each quarter from the public record. We identify service revenue and profitability trends, and provide critical observations based on the current quarterly update of 50 of the largest global providers of technology services.

The Service 50 webcast live event only is open to both members and non-members of TSIA.

Join us for this informative webcast and get the data you need to stay abreast of the latest industry trends!

If you are a first time visitor to the TSIA webcast portal, you must create an account. Need help or have questions? Contact stacy.randolph@tsia.com

Learning in an Era of Rapid Tech Change

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Leaning in an Era of Rapid Tech Change
http://www.learndev.org/dl/DenverSpohrer.PDF

The 6 R’s of learning based on “where” knowledge has been before…

In Your Brain Before:
1. Remind & Remediate: The knowledge has existed in the person’s brain before, but been forgotten or made inaccessible. In this case, the person must be reminded of what they once knew or be remediated (lots of practice) to allow the person to again perform a task competently.

In Someone Else’s Brain Before:
2. Receive & Reconstruct: The knowledge has existed in someone else’s head, but never in the particular person’s head. In this case, the person must receive the information (training is doing this receiving as fast as possible) or reconstruct the information (education is learning to flexibly reconstruct knowledge either by following the ways others obtained the knowledge or obtaining the knowledge in novel ways).

In No One Else’s Brain Before:
3. Research & Reflect: The knowledge has never existed in any human’s brain, and so the learner must discover it on their own. Often times this may require the learner to research questions and find their own answers. Often, the learner must “reflect” in order to create the question that research will eventually answer. Asking the right questions then becomes the highest level of learning meta-skill to be developed.

Two Future Paths and the Meaning of Learning

As technological advances change us and our environment making the half-life of knowledge shorter and shorter, we can expect to see a shift in the meaning of learning.

In the early stages of human history, learning allowed us to cope with a physically hostile environment. In this stage of human history, learning is allowing us to cope with a rapidly changing environment. Ultimately, we will either discover ways to make the environment seem more stable, or we will redefine the human condition to allow us to learn and evolve more rapidly than natural biological processes can sustain. In one scenario the rate of change is controlled allowing us to learn more like we do today, and in the other scenario the rate of change continues to accelerate requiring that we re-invent ourselves and thus the meaning of learning. Or we pursue these two possibilities in parallel, creating both a stable and satisfying path for people as we are physically today, and a path with a new species able to learn in an environment that continues to change at an accelerating rate. It is likely that both paths will be explored in the next hundred years. The former path may focus on established values (probably not like the Amish exist, but allowing advances in only certain areas and not others – energy reduction, weight reduction, strength of materials). The latter path will place no barriers on advancement of knowledge, but will require a new species fit enough to live with hyperchange.

The Meaning of Learning in an Era of Rapid Tech Change 20120419

Also see, Inspiration – Rebuilding Service Systems
https://service-science.info/archives/2342

Book: Uplifting Service, by Ron Kaufman

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Uplifting Service

 

THE MOMENT

We are in a crisis of service. Global economies are transforming at record speed, and our populations are largely unprepared. Customers are angry and complaining. Service providers are irritated to the point of resentment and resignation. We face a service crisis, but how can that be? We live in a world deeply connected by service. In business we have external customer service and colleagues providing internal service. In our communities we depend on government service, military service, and foreign service. Our personal lives are infused with medical, financial, and religious service. Yes, service is everywhere. But there is a painful disconnect between the volume of service in our lives and the quality of service we experience with each other. We lack fundamental principles and actionable models for uplifting service. It doesn’t have to be this way.

THE BOOK

Uplifting Service takes readers on a journey along a proven path into a new world of service. Through dynamic case studies, and perspective-changing insights, readers learn how the world’s best performing companies have changed the game in their industries through service — and how you too can successfully follow this path to uplifting transformation. Uplifting Service is a break-through book that will surprise, delight, and uplift every organization, team, or individual. Inside is a proven process for success, which focuses on the rationale, strategy, and actions necessary to build a powerful service culture within five key areas: Why?, Lead, Build, Learn, and Drive.

THE AUTHOR
Ron Kaufman is a global consultant, speaker and educator who specializes in building service cultures in the world’s largest and most respected organizations, including Singapore Airlines, Nokia Siemens Networks, Citibank, Microsoft, and Xerox. Ron is a regular contributor to Bloomberg Businessweek and has been featured in the New York Times, Wall Street Journal, USA Today, and LIFE magazine. He is the founder of UP! Your Service, a global service education and management consultancy firm with offices in the United States and Singapore.

COMING SOON
Pub Date : May 15, 2012
ISBN : 9780984762552
Publisher : Evolve Publishing
Websites : UpliftingService.com, RonKaufman.com

“Ron Kaufman has unlocked the mystery of service.”
Marshall Goldsmith
Bestselling Author of
What Got You Here Won’t Get You There

The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet

Columnist:
UPLIFTING SERVICE

Contact:
Enquiry@UpYourService.com