Books – new

Paul Maglio (US IBM Almaden), Cheryl Kielszewski (US Almaden), and I are delighted that “The Handbook of Service Science” is now available; Springer is the publisher.   Many people to thank for their help creating this work which summarizes the history of service research from multiple perspectives, and provides a glimpse into the future of service research as well.

Prof. Haluk Demirkan (US ASU), Vikas Krishna (US IBM Almaden), and I are putting the finishing touches to two new books that Springer will be publishing – Vol 1: Science of Service Systems and Vol 2: Service System Implementations.

Cloud

My colleagues in IBM Education, Mike King (US IBM), Chris Bernbrock (US IBM), Patty Sullivan (US IBM), continue to keep me posted on the adoption of Cloud Computing by schools and universities.    Patty recently showed me some material about the business of education during a visit of a group of New Zealand CIO’s.   Many service systems, such as schools and universities, have buildings they maintain.   Keeping track of all the assets (from light bulbs to walls that need painting to trees that need pruning) and planning schedules to optimize their maintenance is of great interest from a service operations perspective, and I am enjoying reading the MAXIMO case studies on this topic.

help plan a “human side of service engineering” conference

Prof. Lou Freund (US SJSU) is at the Frontiers in Service conference in Sweden this week.   Frontiers is one of the top service research conferences in the world, and was established almost 20 years ago by Prof. Roland Rust (US UMaryland).    Lou and I are collecting up a group of people to help us plan a “Human-side of Service Engineering” conference in San Francisco in July 2012.  Advanced planning should make this an excellent conference (in conjunction with a global Human Factors Conference), and already over 40 people from over a dozen nations have signed up to help.  More to come on this.

Book “Good Boss, Bad Boss..”

Prof. Robert Sutton (US Stanford) has a new book Good Boss, Bad Boss: How to be the best… and learn from the worst    Looking forward to reading that soon.    The title reminds me of a very interesting New Scientist article I read – “To Be The Best… Learn From the Rest.”     Service system entities use rankings (“pecking orders”) to accelerate learning.

Week of June 7th – SMART

Nobert Ender (Switzerland IBM Smarter Cities lead) updated me on some collaborations with Christoph Heiz (ZHAW, the Swiss Institute for Service Science (SISS)) exploring smarter city topics.   Also interesting collaborations between IBM Zurich Research Lab and ETHZ, Swiss Federal Institute of Technology – in the area of Nanotech.   Dawn Tew (US IBM UP) on our IBM University Program team will be in Switzerland next year, and there should be some good opportunities to advance applied service science on smarter cities and university campuses.   Universities are often in the top ten employers list for cities, especially when the universities have associated medical centers and hospitals (like Harvard and Stanford, for example).

Roar Fundingsrud (Norway IBM) updated me on the smart oil wells collaboration with Norwegian University of Science and Technology (NTNU), Norway’s Statoil, and IBM Center of Excellence in Stavanger, Norway using the Integrated Information Framework to make faster and better decisions to increase oil production.  An article in the technical week press (Teknisk Ukeblad) states that the profitability lies within the increased extraction of oil estimated to 300 billion NOK (50 billion $).

Richard Schoephoerster, Ed Archuleta, and Thomas Davis (US UTexas El Paso (UTEP)) have been providing a wealth of information on desalination plants and desalination research, a strength of UTEP.  The plant at UTEP is one of the largest in the US at 27.5 million gallons per day capacity.   Tampa Bay has an ocean plant around 25 mgpd capacity. The largest ocean plants in the Middle East and in Australia are 30 to perhaps 100 mgd in capacity.   A brackish groundwater plant like UTEP treats water that is only slightly brackish (approx. 1500 ppm (parts per million)) of dissolved solids. An ocean plant deals with approx. 30,000 to 40,000 ppm.   NRC (National Research Council) has a book a few years old on this topic. I am looking to better understand: What is the cost to build a water desalination plant? How large is a typical plant? And what is the expected operational life-time?  How many gallons of water per day can it produce? How pure is the water? Drinkable? What is the temperature of the input water and output water?  How much does it cost to operate the plant? What are the major operating costs – labor, energy, filter materials, etc.?  Have the costs been going down year over year, or going up for water desalination?  Are there competing technological approaches? What are the major approaches? Which approach is on the best improvement trajectory?  Where are the top centers of excellence around the world? US? Singapore? Middle East? Australia? Others?

Stuart Gannes (US SocialTech) has been keeping me posted on the evolution of journalism with several pointers and ideas.   We are both intrigued by student journalism efforts, like TripleHelix (http://triplehelixblog.com/about/).   And the role of journalism in innovation systems (http://www.innovationjournalism.org/archive/INJO-1-7.pdf). CNN’s IReport.com http://www.ireport.com/. They have organized thousands of people globally to file on issues that CNN covers.  Also, see mashup of oil spill reports and locations. You can submit via cell phone and designate geographic locations that you want to receive alerts from. http://oilspill.labucketbrigade.org/

This week Dave Hill (US Marin County) shared some of his ideas as CIO of Marin County – really rethinking the service offerings of counties in California.

Regarding smarter cities, do you know your city/neighborhood’s walk score? For walk-ability and quality-of-life? John Tolva (US IBM) shared the following excellent link with me http://walkscore.com.   John has great insights into data sets associated with cities – see http:///www.cityforward.org.    Tom Erickson (US IBM Research) suggested the following for cyclists: http://cyclopath.org/

Hisham El-Shishiney (Egypt IBM) writes about Egypt Minstry of Communications and IT (MCIT) starting an important initiative to stimulate an Egyptian innovation-based economy by nurturing and harvesting an “Innovation and Entrepreneurship Strategy” for Egypt’s ICT sector.

Steve Eglash (US Stanford), who is executive director of Stanford’s Energy and Environment Affiliates Program, gave a pointer to the following report: “The smart grid in 2010: Market segments, applications, and industry players.” http://www.gtmresearch.com/report/smart-grid-in-2010 …

…  Todd Logan (US Stanford) Director of Corporate Relations for the Engineering School gave me an amazing tour of Stanford’s new green engineering quad… most impressive …  A week earlier, I heard an excellent talk at Stanford by their President, John Hennessy (US Stanford), on “The Future of the Research University” –  http://www.stanford.edu/class/ee380/

Amol Mahamuni (India IBM) leads IBM University Programs in India where there is a lot happening.   Himanshu Goyal (India IBM) recently provided an update on a meeting of the Confederation of India Industry (CII) – http://www.cii.in/ – where it was noted that the Gross Enrolment Ratio (GER) in India is just about 11-12% whereas it is more than 50% for the developed nations.  Closing this gap will require giving many more access to university courses and credential mechanisms.   The All India Council for Technical Education – http://www.aicte-india.org/ – is also interested in ensuring that graduates meet the needs of industry, including deep problem solving skills and broad communication skills across many disciplines and types of service systems (T-Shaped professionals).

CFP IEEE International Workshop on Data Mining for Service (DMS2010)

IEEE International Workshop on Data Mining for Service (DMS2010) held in conjunction with The 2010 IEEE International Conference on Data Mining (ICDM’10), Sydney, Australia, 13 December 2010.

Website http://www2.ipcku.kansai-u.ac.jp/~yada/conf/dms10/

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SERVSIG now on Facebook

Will you be at Porto in June?  I will!

SERVSIG 2010 has now a facebook page. You can access it through the facebook link at the SERVSIG 2010 webpage (www.servsig2010.org) or at http://www.facebook.com/pages/SERVSIG2010/112382552131601.

You are welcome to visit the facebook page and become a SERVSIG 2010 fan. In our facebook page you can find more information about the Conference and share ideas with other participants about Service Research, SERVSIG 2010 presentations, or where to eat or stay while in Porto.

New book by Carl Chang – University at Buffalo

“Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence,” John Wiley (2010)

ISBN: 978-0-470-42332-5, Hardcover — the flier

Already responsible for employing the bulk of the U.S. workforce, service-providing industries continue to increase their economic dominance. Because of this fact, these companies are looking for talented new service
systems engineers to take on strategic and operational challenges. This instructional guide supplies essential tools for career seekers in the service field, including techniques on how to apply scientific, engineering, and business management principles effectively to integrate technology
into the workplace. This book provides:
• Broad-based concepts, skills, and capabilities in twelve categories, which
form the “Three-Decker Leadership Architecture,” including creative
thinking and innovations in services, knowledge management, and
globalization
• Materials supplemented and enhanced by a large number of case studies and examples
• Skills for successful service engineering and management to
create strategic differentiation and operational excellence for service
organizations
• Focused training on becoming a systems engineer, a critically needed
position that, according to a 2009 Moneyline article on the best jobs in
America, ranks at the top of the list

Contents Continue reading ‘New book by Carl Chang – University at Buffalo’ »

Doctoral Symposium on Service: Part of the Grand Challenge in Service at the University of Cambridge Tuesday 21 September 2010

Doctoral Symposium on Service: Part of the Grand Challenge in Service at the University of Cambridge

Tuesday 21 September 2010

www.ifm.eng.cam.ac.uk/service/events/serviceweek/doctoral.html

From Nick Mann

We would like to invite you are your colleagues to our upcoming Doctoral Symposium on Tuesday 21 September 2010, held at the Institute for Manufacturing, Cambridge.

  • Are you are a second or higher year doctoral student?
  • Is the topic of your thesis in the area of Service?
  • Would you like to become part of a highly motivated community of service researchers?
  • Do you want to engage with doctoral students and service researchers from all across Europe?
  • Do you want to meet and learn from top academics in service research?

If you can answer “Yes” to all these questions, we are looking forward to welcome you at the Doctoral Symposium on Service 2010 in Cambridge.

The Doctoral Symposium on Service is an engaging, interactive professional experience designed to help participants successfully complete their doctoral dissertation and to assist students in publishing their dissertation in high quality journals.

The Grand Challenge is a week of events around the latest in service research focussing on cross-function and sector service practices. It consists of a series of meetings and industry engagements and is aimed principally at an audience of industrialists, policy makers and researchers.

We hope to have the pleasure of welcoming you to Cambridge in September 2010. If you would like any further information, please contact me, T: +44 (0)1223 748263, E: nm402@cam.ac.uk.

Summary of International Conference on Service Sciences(ICSS) in China

With strong collaboration between IBM(UR,CRL), Zhejiang University(ZJU), Institute of Software, Chinese Academy of Sciences(ISCAS), 2010 International Conference on Service Sciences (ICSS2010,http://www.icss2010.org/)was successfully  held from May 12-14, 2010 at Hangzhou. There were over 134 people attended this event, including 18  IBMer, 111 faculties, researchers and students from 50 universities and research institutes, 2 from enterprises of industry and 6 media friends. Continue reading ‘Summary of International Conference on Service Sciences(ICSS) in China’ »