June 29 and June 30, 2021 – Register Here: https://skills4industry.eu/skills-industry

Today, huge workforce change is underway:
…accelerated by pandemic (online) and technology (AI).

Historically, huge workforce change require education to change too:
…{agriculture} to manufacturing transition required elementary school
…{manufacturing, agriculture} to service transition required high school
…{service, manufacturing, agriculture} to knowledge worker transition required university

What’s next?
 …{knowledge, service, manufacturing, agriculture} to adaptive worker transition requires lifelong learning

Adaptive worker (new collar):
…is not locked into any simple career path progression
…regularly re-invents themself
…is positive about an adaptive identity; thrives by trying on new high-demand roles (upskilling)
…is a kind of serial entrepreneur – creating customers for the service they provide to business and society
…benefits from AI-powered smart tools, smart vehicles, smart systems, co-bots, etc.
…creates a series of digital worker versions of themself that may continue to earn and help others
…is a kind of hedge fund manager – investing their time, energy, capital wisely

Lifelong learners:
(1) Parents and their children
(2) Experienced and their apprentices
(3) Teachers/faculty and their students (formal education)
(4) Professionals and their mentees
(5) Career coaches and their adaptive workers
(6) Adaptive workers and their digital worker versions of themselves

Lifelong learning (formal education extensions):
Start earlier (Pre-K; social emotional learning to become positive about being an adaptive worker)
Go longer (New collar; high school+associate degrees to stay positive career planning that never stops)

Service science is an emerging transdiscipline that studies entities-interactions-outcomes
…the evolving ecology of service system entities, responsible entities learning
…their capabilities, constraints, rights, and resposibilities
…their value co-creation and capability co-elevation interactions

Service science 1.0 emphasized:
value co-creation (design)
trust (blockchain)
science of data-driven innovation (data science)
smart service service productivity, quality, compliance (AI, cloud, platforms, smartphone apps, IoT)
skills (agile teamwork, transdisciplinary)
T-shaped adaptive innovators (entrepreneurship, transdisciplinary)
Service-Dominant Logic (worldview)

Service science 2.0 emphasizes:
responsible entities learning (lifelong learning, adaptive worker)
service innovation roadmaps (upskilling, career planning, coaches and mentors, business model canvas)
trust (Trusted AI, open source, cybersecurity)
wiser service systems resilience, sustainability, equity (digital twins, agent-based, complexity economics)
local mega-trend (circular economy, farm to fork, robotic re-invention of local, local culture and tourism)
doubling down on service science 1.0

Please check out – and  like, comment, and retweet:

LinkedIn
https://www.linkedin.com/posts/carolaschulz_skills4industry-activity-6813730583437541376-lmvd
https://www.linkedin.com/feed/update/urn:li:activity:6814099267066699776/
https://www.linkedin.com/posts/carolaschulz_skills4industry-youtube-activity-6813432892505632768–Obb/

Twitter Posts
https://twitter.com/eskillseurope/status/1408072971772522506
https://twitter.com/eskillseurope/status/1408303946163134464
https://twitter.com/eskillseurope/status/1407284675350040579

The following individuals are receiving ISSIP Knowledge Sharing – Eminence badges for their significant contributions to the June 8th, 2021 ISSIP Discovery Summit Future of Work Series- Hybrid Workplace: Opportunities After The Crisis

Alex Kass
Anil Dindigal
Dart Lindsley
David Stanford
Gerhard Gudergan
Kevin G Crowston
Michele Guel
Mini Khroad
PK Agarwal
Terri Griffith
Ulf Vinneras
Wendy Belluomini
Yassi Moghaddam

Badge recipients can add this to their LinkedIn profiles “Licenses and certifications” section.

Call for papers

In addition to the HICSS Conference call for papers in Smart Service Systems Design (due date June 15, 2021)

Please also consider this opportunity: Zurich Summit Call for Papers

Smart Services Summit – Zurich, 22 October 2021

Smart Services supporting the new-normal

Following on from the Summit in 2020, where the focus was on digital as an enabler for smart services, this year we want to focus on how Smart Services have allowed firms to adapt in the COVID-19 pandemic. Examples of remote and collaborative working have created new forms of co-delivery where customers are integrated into the service processes. Such a change requires a mindset change for more traditional firms as the service model migrates from ‘do it for you’ to ‘do it yourself’ or some mix of ‘do it together’. Considering service science, the switch makes perfect sense as it means that the full set of resources within the ecosystem are now being used rather than only a part. Services can be delivered faster and at lower costs with the support of new technologies and when working with the customer in a co-delivery mode. The changes are leading to new value propositions and business models today and will lead to an evolution in Smart Services in the future. The changes themselves must be understood, and we may need to consider new or different implementation and delivery models for Smart Services. These new working approaches may also requite use to re-evaluate both training and education.

The summit in 2021 aims to assess new and emerging services that are enabled by technology and where the services are co-delivered to support the emerging new-normal. In doing so, we hope to answer some of these questions:
… how is the service quality impacted through digital technologies?

… how can you transform the customer (or a third-party) into a service partner? … how does collaborative working impact value co-creation?
… what is the impact of smart services on customer experience?
… how does the nature of the service delivery change?

The pre-COVID19 context and the challenges faced should, where possible, be described so that the initial state can be clearly understood. Although the focus will be on COVID-19 and its impact on Smart Services, papers on emerging research on the full lifecycle (e.g, pre-sales, sales, delivery etc.) of Smart Services remain appreciated.

As with previous years, we are looking for early-stage research and will again publish the proceedings with Springer. Furthermore, we will use industry to set the scene and the context from their position and follow them with impactful academic presentations. We anticipate that we will have a physical summit in Zürich!

Summit Chairs

Prof. Dr. Shaun West, Hochschule Luzern, shaun.west@HSLU.ch
Dr. Jürg Meierhofer, ZHAW School of Engineering, juerg.meierhofer@zhaw.ch
Utpal Mangla, VP and Senior Partner in IBM Services

Keywords

Smart Services; Industry4.0; Product-Service Systems; Value Co-creation; Service Quality; COVID-19; Service Science; Service Design.

Submission procedure

i. Write a short abstract: https://bit.ly/3u73P8O
ii. Short abstract submission: 2 July, 2021 to https://bit.ly/2S8kJ9L
iii. Notification of acceptance: 16 July, 2021
iv. Full paper submission: 31 August, 2021
Acceptance of papers is based on the full paper (up to 8 pages). All papers will be peer reviewed.

Proceedings from 2020

The proceedings from 2020 will be published in June 2021 (https://www.springer.com/gp/book/9783030720896).

Andre Richier recently suggested some readings that are eye-opening. Andre clearly sees the link between the lack of skills and stress at work, poor (mental) health, diminishing productivity etc.

The book “Deaths of Despair and the Future of Capitalism” by Case and Deaton speaks directly to the dramatically increased death rate (including suicides) of less educated Americans who experience despair.

The article “Mental health in the workplace: The coming revolution” by Pfeffer and Williams paints an even broader picture. During the pandemic, the issues have intensified around workplace stress and lack of access to mental health service faced by too many workers, under employed, and unemployed. Some anxiety may be the result of lack of appreciation of workers, and the stigma associated with the label “low-skilled” worker. Depression is not uncommon in high skill professionals too, and the Pfeffer and WIlliams article refers to the brave online commentary by Lenny Mendoca “I faced a challenge one out of every three people in America has: Depression and anxiety.”

There is an urgent need for wide-scale upskilling, but change and the need to upskill generates stress for most people. Nevertheless, upskilling for shared prosperity is the key to economic prosperity for people and their regions. Upskilling which allows people to move to higher value work is especially important in the age of AI, which is creating an ever more abundant supply of labor (AI-based digital workers and co-workers).

Upskilling can be an antidote to Deaths of Despair. First, we must realize that upskilling is not just about learning new technical skills, nor is it always about getting a college degree. Upskilling can happen in many ways.

Upskilling should be based on a strong foundation, including grit and growth mindsets and other positive attitudes, that prepare the way for learning challenging and exciting technical skills. Part of that strong foundation is social and emotional learning at an early age. At every stage of life, additional social and emotional learning skills are needed. At IBM and ISSIP.org, we see this social and emotional learning as the broad part of being a T-shaped professional and adaptive innovator. The broad part of the T-shaped professional is also closely related to empathy. Beyond empathy (understanding the problems of others), compassion-driven innovation (understand + act to solve problems of others) is important.

Upskilling of people from jobs in agriculture to manufacturing and to service has been happening relatively slowly. However, the pandemic has accelerated technology-driven change. The driving force has been accelerating technological and economic change that increases productivity and quality of work systems with digital service (abundant labor). The pandemic has also lead to a reassessment of what work people want to be doing.

More properly valuing all types of work as well as better understanding the changes coming to work and skills is a first important step to overcoming stress and worry. As AI improves service system productivity, what will future service jobs be like? Over the next few decades, we can expect: (1) more people working with co-robots and AI-based digital workers, (2) more gig workers (flex-workers) using digital platforms, both labor and capital platforms, (3) more entrepreneurs with regional support incentives that allow safer risk taking, and accelerating the shift from jobs of today to jobs of the future. Even a failed startup can improve the skills mix of a region, and that is a good thing.

References

Alter S (2021) How Well Do Service Concepts Apply to Digital Services and Service Digitalization? In Proceedings of the 53rd Hawaii International Conference on System Sciences 2020 Jan 7.URL: http://128.171.57.22/bitstream/10125/63886/1/0118.pdf

Bose P, Mincer J, Kleinman D (2020) Robots May Be the Right Prescription for Struggling Nursing Homes. Karen Eggleston and Yong Suk Lee speak to the Oliver Wyman Forum on how robotics and advancing technologies are helping staff in Japanese nursing homes provide better and safer care to their patients. Stanford FSI Interview. 20200611 URL: https://fsi.stanford.edu/news/robots-may-be-right-prescription-struggling-nursing-homes

Bower B (2020) ‘Deaths of despair’ are rising. It’s time to define despair; Scientists investigate whether despair is distinct from mental disorders. Science News online. 20201102 URL: https://www.sciencenews.org/article/deaths-of-despair-depression-mental-health-covid-19-pandemic

Case A, Deaton A (2020) Deaths of Despair and the Future of Capitalism. Princeton University Press; 2020 Mar 17. URL: https://www.amazon.com/Deaths-Despair-Future-Capitalism-Anne/dp/069119078X

Dubner SJ (2021) How to Stop Worrying and Love the Robot Apocalypse. URL: https://podcasts.apple.com/us/podcast/freakonomics-radio/id354668519?i=1000520382027

Duckworth A (2016) Grit: The power of passion and perseverance. New York, NY: Scribner; 2016 May 3.

Dweck CS (2008) Mindset: The new psychology of success. Random House Digital, Inc.; 2008.

Dweck C (2015) Carol Dweck Revisits the ‘Growth Mindset’. EdWeek Commentary online.
20150902 URL: https://www.edweek.org/leadership/opinion-carol-dweck-revisits-the-growth-mindset/2015/09

Gada K (2021) Automation is Nothing New; It Has Been Underway for Two Centuries. URL: https://www.youtube.com/watch?v=5gbhb5IElME

Hansen MT (2010) IDEO CEO Tim Brown: T-Shaped Stars: The Backbone of IDEO’s Collaborative Culture. 20100121 URL: https://chiefexecutive.net/ideo-ceo-tim-brown-t-shaped-stars-the-backbone-of-ideoaes-collaborative-culture__trashed/

Ignatius, D (2021) Arvind Krishna, IBM Chairman & CEO, on digital innovations and the future of work (Full Stream 5/6). Washington Post Live. URL: https://www.youtube.com/watch?v=6qel4ggstaA

Long H (2021) It’s not a ‘labor shortage.’ It’s a great reassessment of work in America. Hiring was much weaker than expected in April. Wall Street thinks it’s a blip, but there could be much deeper rethinking of what jobs are needed and what workers want to do on a daily basis. The Washington Post/Economic Assessment online. 20210507 URL: https://www.washingtonpost.com/business/2021/05/07/jobs-report-labor-shortage-analysis/

Lowery A (2021) Low-Skill Workers Aren’t a Problem to Be Fixed: The label “low-skill” flattens workers to a single attribute, ignoring the capacities they have and devaluing the jobs they do. The Atlantic online 20210414 URL: https://www.theatlantic.com/ideas/archive/2021/04/theres-no-such-thing-as-a-low-skill-worker/618674/

Melis F (2021) Vision. IgniteFuture.Today website. URL: https://ignitefuture.today/eng/info/vision

Mendoca L (2020) I faced a challenge one out of every three people in America has: Depression and anxiety. CalMatters Online: My Turn – Guest Commentary.
20200707 URL: https://calmatters.org/commentary/my-turn/2020/07/i-faced-a-challenge-one-out-of-every-three-people-in-america-has-depression-and-anxiety/

Perkins-Gough D (2013) The significance of grit: A conversation with Angela Lee Duckworth. Educational Leadership. 2013 Sep 1;71(1):14-20. URL: https://www.wwva.org/wp-content/uploads/2017/10/0BzUD8_mWA_OUVXJFaHhMU0xObjg.pdf

Pfeffer J, Williams L (2020) Mental health in the workplace: The coming revolution. McKinsey Quarterly Online. 20201208 URL: https://www.mckinsey.com/industries/healthcare-systems-and-services/our-insights/mental-health-in-the-workplace-the-coming-revolution

Probst L, Scharff C (2017) Upskill: 6 Steps to unlock economic prosperity for all. URL: https://www.amazon.com/Upskill-Laurent-Probst/dp/1912850664/

Reineke N, Yehuda H, Slapak D (2021) Compassion-Driven Innovation. Business Expert Press. URL: https://compassiondriveninnovation.com/

Spohrer J (2020) Online Platform Economy and Gig Workers: A USA Perspective. Slideshare presentation. 20201209 URL: https://www.slideshare.net/spohrer/20201209-jim-spohrer-platform-economy-v3

WEF and PWC (2021) Upskilling for shared prosperity. World Economic Forum, in collaboration with PWC. 20210125 URL: https://www.weforum.org/reports/upskilling-for-shared-prosperity

WEF (2021) Building a Common Language for Skills at Work A Global Taxonomy. World Economic Forum. URL: http://www3.weforum.org/docs/WEF_Skills_Taxonomy_2021.pdf

Williamson B. Psychodata: disassembling the psychological, economic, and statistical infrastructure of ‘social-emotional learning’. Journal of Education Policy. 2021 Jan 2;36(1):129-54. URL: https://www.researchgate.net/profile/Ben-Williamson-2/publication/336267336_Psychodata_disassembling_the_psychological_economic_and_statistical_infrastructure_of_%27social-emotional_learning%27/links/5d9af7cba6fdccfd0e7f325f/Psychodata-disassembling-the-psychological-economic-and-statistical-infrastructure-of-social-emotional-learning.pdf

Wladalsky-Berger I (2021) The Urgent Need for Wide-Scale Upskilling. 20210508 URL: https://blog.irvingwb.com/blog/2021/05/the-urgent-need-for-wide-scale-upskilling.html?cid=6a00d8341f443c53ef0263e9a32980200b#comment-6a00d8341f443c53ef0263e9a32980200b

Hawaiian International Conference on Systems Sciences (HICSS)
HICSS-55 2022, Jan 4-7, 2022, Hyatt Regency, Maui, HI USA [1]

Call for Papers (Deadline June 15th) – some ISSIP.org related Sessions

Track: Decision Analytics and Service Science [2]
Co-Chair: Christer Carlsson (Abo, Finland), Haluk Demirkan (UWashington Tacoma, USA)

Minitrack: Smart Service Systems Design [3]
Co-Chairs: Ralph Badinelli (VaTech, USA), Jim Spohrer (IBM, USA), Haluk Demirkan (UWashington Tacoma, USA)

Minitrack: Case studies of Artificial Intelligence, Business Intelligence, Analytics Technologies for Industry Platforms [4]
Co-Chairs: Maarit Palo (IBM, Finland), Pekka Neittaanmaki (UJyvaskyla, Finland), Jim Spohrer (IBM, USA)

Minitrack: Education, Research, and Application of Quantum Computing [5]
Co-Chairs: Bob Sutor (IBM, USA), Andrew Wack (IBM, USA)
Additional Contact: JoAnn Winson (IBM, USA)

Minitrack: Practitioner research insights applications of science and technology to real world innovations [6]
Co-Chairs: Terri L. Griffith (Simon Fraser, Canada), Utpal Mangla (IBM, Canada), Ammar Rayes (Cisco, USA), Heather Yurko (Facebook,USA)
Advisory Board Members (USA): Haluk Demirkan (UWashington Tacoma), Ralph Badinelli (Virginia Tech), Yassi Moghaddam (ISSIP), Rahul Basole (Accenture)

Minitrack: Managing the Dynamics of Platforms and Ecosystem [7]
Co-Chairs: Hannes Rothe (FU – Berlin, Germany) , Kaisa Still (UOulu, Finland), Jukka Huhtamäki (TampereU, Finland)
Adviosory Board Members: Rahul C. Basole (Accenture, USA), Martha Russell (Stanford, USA), Jim Spohrer (IBM, USA) and many others globally

Minitrack: Service Analytics [8]
Minitrack Co-Chairs (Germany): Hansjoerg Fromm (KIT), Niklas Kuhl (KIT), Gerhard Satzger (IBM), Thomas Setzer (UEichstatt-Ingostadt)

Minitrack: Service Science [9]
Co-chairs: Paul Maglio (UMerced, USA), Fu-ren Lin (Tsing-Hua, Taiwan)

Important Dates
April 15, 2021: Paper submission system opens
June 15, 2021: Deadline for paper submission [10]
August 17, 2021: Notification of Acceptance/Rejection
September 22, 2021: Deadline for authors to submit final manuscript
October 1, 2021: Deadline for at least one author of each paper to register for HICSS-55

Additional ISSIP Promoted Conferences
1. AHFE HSSE (USA or Europe, usually Orlando, Las Vega, Los Angeles, New York, Washington DC) – usually July (most years) – mostly engineering and design schools
2. Naples Forum (Naples) every other year usually June (this year Sept) – mostly management and marketing schools
3. HICSS (Hawaii) – every year January – mostly information systems
4. Serviceology (Japan) – every other year usually Feb – mostly computer scientists and operations research
5. Frontiers in Service (USA, and global) – usually June (most years) – mostly marketing and management schools, some operations research
6. AMA ServSIG – marketing
7. PICMET – management of technology
8. Italian IoT – computer science
9. INFORMS Service Science – operations research
10. AAAI FSS – computer science, government
11. TBD

References
[1] HICSS Website: https://hicss.hawaii.edu/

[2] Track: Decision Analytics and Service Science Track
Haluk Demirkan’s Linked Blog;
https://www.linkedin.com/pulse/call-papers-decision-analytics-service-science-track-haluk/
HICSS Website: https://hicss.hawaii.edu/tracks-55/decision-analytics-and-service-science/

[3] Minitrack: Smart Service Systems Design Minitrack
Haluk Demirkan’s LinkedIn Blog: https://www.linkedin.com/pulse/call-papers-hicss-55-smart-service-systems-design-haluk/
HICSS Website: https://hicss.hawaii.edu/tracks-55/decision-analytics-and-service-science/#smart-service-systems-design-minitrack

[4] Minitrack: Case studies of Artificial Intelligence, Business Intelligence, Analytics Technologies for Industry Platforms
HICSS Website: https://hicss.hawaii.edu/tracks-55/decision-analytics-and-service-science/#case-studies-of-artificial-intelligence-business-intelligence-analytics-technologies-for-industry-platforms-minitrack

[5] Minitrack: Education, Research, and Application of Quantum Computing minitrack
HICSS Website:
https://hicss.hawaii.edu/tracks-55/decision-analytics-and-service-science/#education-research-and-application-of-quantum-computing-minitrack

[6] Minitrack: Practitioner Research Insights: Application of Science and Technology to Real World Innovations
HICSS Website:
https://hicss.hawaii.edu/tracks-55/decision-analytics-and-service-science/#practitioner-research-insights-applications-of-science-and-technology-to-real-world-innovations-minitrack

[7] Minitrack: Managing the Dynamics of Platforms and Ecosystems
https://www.wiwiss.fu-berlin.de/fachbereich/bwl/pwo/rothe/news/HICSS2022_platforms.html

[8] Minitrack: Service analytics
HICSS Website: https://hicss.hawaii.edu/tracks-55/decision-analytics-and-service-science/#service-analytics-minitrack

[9] Mnitrack: Service Science
HICSS Website: https://hicss.hawaii.edu/tracks-55/decision-analytics-and-service-science/#service-science-minitrack

[10] HICSS Submission
HICSS Website: https://hicss.hawaii.edu/authors/

Call for Papers/speakers

AI is increasingly being applied in use cases involving optimization, decision support, and automation. AI-powered systems are poised not only to assist, and augment human capacity in some cases, but also carry out routine to complex tasks in other cases freeing up human time for innovative tasks. This is already starting to change the future and nature of work humans do. While robotic automation has been prevalent in manufacturing industry for decades now, a new breed of autonomous systems are making their way into various domains ranging from autonomous vehicles, drones, automatic fruit pickers, biometric-based security systems, to business process automation. In this workshop, we invite speakers from academia and industry to share their perspectives on the role of AI in driving automation and decision support. While perspectives from all industries are encouraged, special focus on use cases related to opportunities for AI in automating IT system development, management as applied to the Financial services industry is appreciated.

Suggested Themes include but are not limited to

1. Autonomic Computing 
2. AI-powered automation
3. Decision Support
4. Human-Aware AI systems

Suggested AI for Automation Topics include but are not limited to

1. Software Modernization
2. IT automation including IT operations management, Incident management, proactive issue resolution, event management.
3. Software development lifecycle automation including code vulnerability analysis, software quality management, deployment change risk prediction, compliance management etc.
4. Software delivery automation including application performance monitoring, resource and cost optimization on Cloud and non-Cloud environments
5. Business automation including workforce management, case management, policy and compliance management, process exception handling
6. Robotic Process Automation
7. Intelligent Process Automation
8. IT & Business process mining and analysis
9. Software development lifecycle optimization for better manageability (Code analysis, deployment artifact analysis, test analysis)
10. Digital Twins in the workplace

Call for Papers: HICSS 2022 – Smart Service Systems Design Mini-track

Please consider sharing with your colleagues and/or submitting a paper.

Hopefully in person event – Jan 4-7, 2022, Maui, HI USA

Many thanks and please share with colleague who may have an interet,

Ralph, Jim, and Haluk (co-chairs)
Minitrack URL: https://hicss.hawaii.edu/tracks-55/decision-analytics-and-service-science/#smart-service-systems-design-minitrack

References

Alter S. Applying Socio-technical Thinking in the Competitive, Agile, Lean, Data-Driven World of Knowledge Work and Smart, Service-Oriented, Customer-Centric Value Creation Ecosystems. Complex Systems Informatics and Modeling Quarterly. 2019 Apr 29(18):1-22.

Badinelli RD. Modeling service systems. Business Expert Press; 2015 Nov 27.

Barile S, Polese F. Smart service systems and viable service systems: Applying systems theory to service science. Service Science. 2010 Jun;2(1-2):21-40.

Beverungen D, Müller O, Matzner M, Mendling J, Vom Brocke J. Conceptualizing smart service systems. Electronic Markets. 2019 Mar;29(1):7-18.

Cong JC, Chen CH, Zheng P, Li X, Wang Z. A holistic relook at engineering design methodologies for smart product-service systems development. Journal of Cleaner Production. 2020 Nov 1;272:122737.

Demirkan H, Bess C, Spohrer J, Rayes A, Allen D, Moghaddam Y. Innovations with smart service systems: analytics, big data, cognitive assistance, and the internet of everything. Communications of the association for Information Systems. 2015;37(1):35.

Demirkan H, Badinelli R, Spohrer J. Introduction to the Minitrack on Smart Service Systems with Analytics and Open Tech Artificial Intelligence.

Demirkan H, Spohrer J, Badinelli R. Introduction to the Minitrack on Smart Service Systems: Analytics, Artificial Intelligence and Cognitive Applications. InProceedings of the 52nd Hawaii International Conference on System Sciences 2019 Jan 8.

Frost R, Lyons K. Service systems analysis methods and components: a systematic literature review. Service Science. 2017 Sep;9(3):219-34.

Halstenberg FA, Lindow K, Stark R. Leveraging Circular Economy through a Methodology for Smart Service Systems Engineering. Sustainability. 2019 Jan;11(13):3517.

Han SC. Dynamics of trending topics: smart service systems using trending topics (Doctoral dissertation, University of Tasmania).

Hirt R, Kauhl N. Cognition in the era of smart service systems: Inter-organizational analytics through meta and transfer learning.

Keskin T, Kennedy D. Strategies in smart service systems enabled multi-sided markets: Business models for the internet of things. In2015 48th Hawaii international conference on system sciences 2015 Jan 5 (pp. 1443-1452). IEEE.

Larson RC. Commentary—Smart service systems: Bridging the silos. Service Science. 2016 Dec;8(4):359-67.

Le DT, Thi TT, Pham-Nguyen C. Towards a Context-Aware Knowledge Model for Smart Service Systems. InInternational Conference on Computational Collective Intelligence 2020 Nov 30 (pp. 767-778). Springer, Cham.

Lim C, Maglio PP. Data-driven understanding of smart service systems through text mining. Service Science. 2018 Jun;10(2):154-80.

Liu X, Anand R, Xiong G, Shang X, Liu X. Big Data and Smart Service Systems. Academic Press; 2016 Nov 23.

Maglio PP. Smart service systems, human-centered service systems, and the mission of service science.

Martin D, Hirt R, Kühl N. Service systems, smart service systems and cyber-physical systems—what’s the difference? towards a unified terminology.

Medina-Borja A. Smart human-centered service systems of the future. Center for Research and Development Strategy, Japan Science and Technology Agency, Future Services & Societal Systems in Society. 2017;5.

Poeppelbuss J, Durst C. Smart Service Canvas–A tool for analyzing and designing smart product-service systems. Procedia CIRP. 2019 Jan 1;83:324-9.

Poniszewska-Maranda A, Kaczmarek D, Kryvinska N, Xhafa F. Studying usability of AI in the IoT systems/paradigm through embedding NN techniques into mobile smart service system. Computing. 2019 Nov;101(11):1661-85.

Sawatani Y, Spohrer J, Kwan S, Takenaka T. Serviceology for Smart Service System. Springer, Tokyo; 2017.

Spohrer J, Bassano C, Piciocchi P, Siddike MA. What makes a system smart? wise?. InAdvances in the human side of service engineering 2017 (pp. 23-34). Springer, Cham.

Spohrer J, Demirkan H, Lyons K. Social value: a service science perspective. InService Systems Science 2015 (pp. 3-35). Springer, Tokyo.

Troisi O, Visvizi A, Grimaldi M. The different shades of innovation emergence in smart service systems: the case of Italian cluster for aerospace technology. Journal of Business & Industrial Marketing. 2021 Jan 29.

Wolf V, Franke A, Bartelheimer C, Beverungen D. Establishing smart service systems is a challenge: a case study on pitfalls and implications. Wirtschaftsinformatik. 2020.

Wessel L, Davidson E, Barquet AP, Rothe H, Peters O, Megges H. Configuration in smart service systems: A practice‐based inquiry. Information Systems Journal. 2019 Nov;29(6):1256-92.

Wünderlich NV, Heinonen K, Ostrom AL, Patricio L, Sousa R, Voss C, Lemmink JG. “Futurizing” smart service: implications for service researchers and managers. Journal of Services Marketing. 2015 Sep 14.

Thanks, -Jim

A wide range of service science related courses, undergraduate, and masters degree programs exist at universities around the world.

For example, Paul Maglio’s service science course at UC Merced [1].

Service science is integrated into service programs with many different names and was defined in US Congress America COMPETES Act in 2007 [2]

Service operations, service systems engineering, service design and service marketing programs also teach about service science [3].

IBM compiled a list of 500+ programs in 2009, and then stopped tracking them [4].

ISSIP could go after tracking and promoting the development of these programs again [5].

Both the growth of the service sector and online service (platform economy) are increasing demand for service science programs, courses, and degree programs. The demand for service science is driven by both economic growth and technological innovation.

Service innovation continues to be technology-driven, and truly aiming for enterprise transformation (digital transformation, every person with 100 digital workers to command), not simply enterprise automation [6].

Nevertheless, digital age service innovation is most transformative when institutions and business models change according to a Service-Dominant Logic world view or lens; thus allowing people to see the world differently, both its ecosystem opportunities and challenges [7].

Service system entities are responsible entities (such as people, families, businesses, universities, cities, regional governments). Being responsible means becoming more conscious and explicit about learning investments. All responsible entities are constantly learning (AKA “upskilling”) by tacitly investing in exploration (doing things in new ways) and exploitation (doing things in habitual, entrenched, routine ways) [8].

The practice of service science is the process of building a Service Innovation Roadmap (SIR) for each entity. A SIR summarizes a responsible entities’ learning investments, or plan for “upskilling” [9].

A SIR is a practical thing – a kind of Business Model Canvas for learning investments that responsible service system entities make. Furthermore, we divide the types of investment into three parts (1) Run (individual habits, enterprise routine operations), (2) Transform (copy best strategies from other entities, largely by finding high performing individual role models and/or enterprise competitors and following in their strategic footsteps or path), (3) Innovate (invent your own new best strategy or best practice) [10].

The tool of service science is complexity economics; modeling entities and their changing strategies. Complexity economics models and runs simulations to see what possible futures might exist, when strategic interactions are driving change. Policy can then be invented to make some possible futures more likely than others. However, because entities change their strategies as they are interacting, predicting the future is not possible [11].

References

[1] UC Merced – https://ssha.ucmerced.edu/academics/undergraduate-programs/minors/service-science

[2] America COMPETES ACT! https://www.congress.gov/110/plaws/publ69/PLAW-110publ69.pdf

SERVICE SCIENCE DEFINED.—In this section, the term ‘‘service science’’ means curricula, training, and research programs that are designed to teach individuals to apply scientific, engineering, and management disciplines that integrate elements of computer science, operations research, industrial engineering, business strategy, management sciences, and social and legal sciences, in order to encourage innovation in how organizations create value for customers and shareholders that could not be achieved through such disciplines working in isolation.

[3] NUS Service Marketing – https://bizfaculty.nus.edu.sg/faculty-details/?profId=103 – Service Marketing, Prof. Jochen Wirtz (NUS, Singapore) has one of the top textbooks -Services Marketing – People, Technology, Strategy (World Scientific, 8th edition, 2016)

[4] SSME Wikipedia article history section lists some tracked by IBM – https://en.wikipedia.org/wiki/Service_science,_management_and_engineering

[5] Proposed ISSIP initiative – https://service-science.info/archives/5197

[6] Schwarz S, Durst C, Bodendorf F (2012) Service Innovation-A Roadmap for Practitioners. Service Science and Management Research. 2012 Dec 1;1(1):8-16. URL: https://www.academia.edu/27930617/Service_Innovation_A_Roadmap_for_Practitioners?auto=download&email_work_card=download-paper

Roose K (2021) The robots are coming for Phil in accounting. New York Times March 6, 2021, 5:00 a.m. ET. URL: https://www.nytimes.com/2021/03/06/business/the-robots-are-coming-for-phil-in-accounting.html

New York Times “The robots coming for Phil in accounting” … “Workers with college degrees and specialized training once felt relatively safe from automation. They aren’t.” … “Jason Kingdon, the chief executive of the R.P.A. firm Blue Prism, speaks in the softened vernacular of displacement too. He refers to his company’s bots as “digital workers,” and he explained that the economic shock of the pandemic had “massively raised awareness” among executives about the variety of work that no longer requires human involvement.”… “A digital worker,” he said, “can be scaled in a vastly more flexible way.” 

Rouse WB, Spohrer JC(2018) Automating versus augmenting intelligence, Journal of Enterprise Transformation. URL: DOI: 10.1080/19488289.2018.1424059

[7] Peters C, Maglio P, Badinelli R, Harmon RR, Maull R, Spohrer JC, Tuunanen T, Vargo SL, Welser JJ, Demirkan H, Griffith TL, Moghaddam Y (2016) Emerging digital frontiers for service innovation. Communications of the Association for Information Systems: CAIS. 2016;1(39):online. URL: https://www.alexandria.unisg.ch/248801/1/JML_565.pdf

Barrett M, Davidson E, Prabhu J, Vargo SL (2015) Service innovation in the digital age. MIS quarterly. 2015 Mar 1;39(1):135-54. URL: https://aspace.repository.cam.ac.uk/bitstream/handle/1810/266997/MISQ-paper.pdf?sequence=1&isAllowed=y

Vargo SL, Lusch RF. Institutions and axioms: an extension and update of service-dominant logic. Journal of the Academy of marketing Science. 2016 Jan 1;44(1):5-23. URL: http://ww.w.sdlogic.net/uploads/3/4/0/3/34033484/vargo_lusch_2016_jams.pdf

Akaka MA, Koskela-Huotari K, Vargo SL (2019) Further advancing service science with service-dominant logic: Service ecosystems, institutions, and their implications for innovation. InHandbook of Service Science, Volume II 2019 (pp. 641-659). Springer, Cham.

[8] March JG (1991) Exploration and exploitation in organizational learning. Organization science. 1991 Feb;2(1):71-87. URL: http://www-management.wharton.upenn.edu/pennings/documents/March_1991_exploration_exploitation.pdf

[9] Service Innovation Roadmaps (SIR) initially described in the Cambridge report – IfM & IBM (2010)

IfM & IBM (2010) Succeeding through Service Innovation. IfM (Institute for Manufacturing, Cambridge University) URL: https://www.ifm.eng.cam.ac.uk/uploads/Resources/Reports/080428cambridge_ssme_whitepaper.pdf

Practically speaking, a Service Innovation Roadmap (SIR) is a business model canvas for upskilling, or more technically the Run-Transform-and-Innovate investments in learning made tacitly or explicitly by a responsible service system entity. URL: https://en.wikipedia.org/wiki/Business_Model_Canvas

World Economic Forum reports on Upskilling and Skills

WEF Upskilling for shared prosperity – https://www.weforum.org/reports/upskilling-for-shared-prosperity

WEF Standard Language for Skills – http://www3.weforum.org/docs/WEF_Skills_Taxonomy_2021.pdf

[10] Moore GA (2011) Escape Velocity: Free Your Companies Future From the Pull of the Past. Harper Business. URL: https://www.amazon.com/Escape-Velocity-Free-Companys-Future/dp/0062040898

IBM’s approach to Run-Transform-Innovate used from 2000-2010 is documented in Sanford and Taylor (2006)

Sanford LS, Taylor D (2006) Let go to grow: Escaping the commodity trap. Pearson Education. URL: https://www.amazon.com/Let-Go-Grow-Escaping-Commodity-ebook/dp/B004V9O7U0/

The way families and individuals can find a role model and succeed is documented well in the Hunter Hastings podcast with Maurico Miller – who also wrote a book on the topic.

Hastings H and Miller M (2021) Mauricio Miller: Entrepreneurship as the Path Upwards from Anywhere, for Anyon‪e‬. Economics for Business Apple Podcast Feb 22, 2021 URL: https://podcasts.apple.com/us/podcast/economics-for-business/id1453233518

Miller ML (2017) The Alternative: Most of what you believe about poverty is wrong. Lulu Publishing Service. URL: https://www.amazon.com/Alternative-Believe-About-Poverty-Wrong/dp/1483472256

[11] Arthur WB (2021) Foundations of complexity economics. Nat Rev Phys (2021). https://doi.org/10.1038/s42254-020-00273-3

International Conference on Industry 4.0 and Smart Manufacturing
Upper Austria University of Applied Sciences – Hagenberg Campus – Linz, Austria
17-19 November 2021
Call for Papers

See note from the organizers to ISSIP-ers below too…

Over the past few years, the growing and intensive development of information technology in the manufacturing industry has led to a significant change in the methods and tools supporting the factories of the future. The hot topics around Industry 4.0 and smart manufacturing aim at the digital and organizational transformation of traditional factories and industrial systems as well as several other sectors. The International Conference on Industry 4.0 and Smart Manufacturing (ISM) provides the perfect setting and a unique opportunity for knowledge exchange, the review and discussion of theoretical advances, research results, and industrial experiences, among scientists, researchers, decision makers, practitioners and students.

The ISM 2020 Conference Proceedings will be published as a dedicated issue of the Elsevier Procedia Computer Science (CiteScore 2019: 1.48). Launched in 2009, Procedia Computer Science is an electronic product focusing entirely on publishing high quality conference proceedings. Procedia Computer Science is Open Access and indexed in Scopus, thus providing maximum exposure for your work. For authors publishing in Procedia Computer Science, accepted manuscript will be governed by CC BY-NC-ND license.

For more information – see conference website

IMPORTANT DATES

Special Session/Open Track Proposal Deadline 30 April 2021

Full Draft Paper Submission Deadline 31 May 2021

Notification of Acceptance & Review Reports 31 July 2021

Camera-ready Paper Submission Deadline 15 September 2021

Final Notification 30 September 2021

Note from the organizers

Dear ISSIP-ers and colleagues,

we are glad to invite you to the 2021 edition of the International Conference on Industry 4.0 and Smart Manufacturing (ISM 2021 – http://www.msc-les.org/ism2021/) organized by the University of Calabria (Italy) in collaboration with the Upper Austria University of Applied Sciences next 17-19 November 2021.

Having ISSIP as Scientific Partner, in the past editions (the last one was virtually held due to the pandemics), the ISM conference was not only an opportunity to meet and network, but also to discuss and exchange knowledge on the comprehensive topics of Industry 4.0 and Smart Manufacturing. Thanks to B2B meetings open to academic people too, organized in collaboration with the European Enterprise Network, the conference was also an opportunity to meet and start new collaboration/partnerships with different companies around the globe.

From a scientific point of view, despite the pandemics, the conference has been growing rapidly. ISM 2021 proceedings are published on Elsevier Procedia Computer Science, while ISM 2020 proceedings are part of Elsevier Procedia Manufacturing. This publications give authors full exposure of their work, that is available on ScienceDirect, Open Access and indexed on SCOPUS. Also this year, we are renovating our partnership with Elsevier and organizing several Special Issues on top-ranked International Journals to give authors the possibility to extend the work. Therefore, we kindly invite you to submit an article to the ISM conference according to the guidelines available at http://www.msc-les.org/ism2021/call-for-papers/.

Among other initiatives, a Service Innovation Best Paper Award is assigned by ISSIP (Int. Society of Service Innovation Professionals) to the best paper presented at ISM dealing with promoting service innovation in industry and in our world by large. To this end, we thank Yassi Moghaddam and Jim Spohrer for serving in the Award Selection Committee and provide their valuable expertise to the conference.

Our team is strongly open to collaboration and teamwork, therefore we also invite you to join the International Program Committee, propose Open Tracks or Special Sessions on specific topics. Discover the benefits and opportunities at http://www.msc-les.org/ism2021/about/#topics or do not hesitate to contact us.

Here below next deadlines:
Special Session/Open Track Proposal Closure: April 30th, 2021
Full Paper Submission Deadline: May 31st, 2021

Feel free to forward and spread this invitation within your groups or among your colleagues that might be interested.

We remain at your disposal in case you need additional information.

Sincerely,

Francesco Longo
ISM General Co-Chair
f.longo@unical.it

Antonio Padovano
ISM Program Co-Chair
antonio.padovano@unical.it

Broken links

Definition of Service

“https://en.wikipedia.org/w/index.php?title=Business-to-consumer_electronic_commerce&action=edit&redlink=1” -> “https://en.wikipedia.org/wiki/Business-to-business#Comparison_with_B2C” -> (outsourcing in electronic commerce contexts (both b2b and b2c))

Toward a Science of Service

“https://www.research.ibm.com/university/” -> “https://web.archive.org/web/20100502114848/http://www.ibm.com/developerworks/spaces/ssme” or “https://researcher.watson.ibm.com/researcher/view_group.php?id=1230” -> (IBM relabeled its initiative in this area Service Science, Management, and Engineering to highlight the interdisciplinary nature of the effort.)

References

“http://gradworks.umi.com/33/37/3337048.html” -> “https://web.archive.org/web/20150212011052/http://gradworks.umi.com/33/37/3337048.html” -> (“Choudaha, Rahul “Competency-based curriculum for a master’s program in Service Science, Management and Engineering (SSME)“, “Doctoral dissertation, University of Denver (2008)”)