SSME - University of Albertawebdocs.cs.ualberta.ca/~ssrg/presentations/ibm-feb26.pdf · 5. New...

SSME:(Services Science Management and Engineering)

What, Why and How

Eleni Strouliastroulia@cs.ualberta.ca

Department of Computing ScienceUniversity of Alberta

2/26/08 SSME: What, Why and How2

What is a “Service”?

2/26/08 SSME: What, Why and How2

What is a “Service”?• whatever is not agriculture or manufacturing

2/26/08 SSME: What, Why and How2

What is a “Service”?• whatever is not agriculture or manufacturing

• processes, performances, or experiences that one person or organization does for the benefit of another

2/26/08 SSME: What, Why and How2

What is a “Service”?• whatever is not agriculture or manufacturing

• processes, performances, or experiences that one person or organization does for the benefit of another

• involves deployment of knowledge, skills, and competences that oneperson or organization has for the benefit of another, often involvingcustomization

2/26/08 SSME: What, Why and How2

What is a “Service”?• whatever is not agriculture or manufacturing

• processes, performances, or experiences that one person or organization does for the benefit of another

• involves deployment of knowledge, skills, and competences that oneperson or organization has for the benefit of another, often involvingcustomization

• a business transaction that depends on having a high degree of front-stage activities to interact with the customer, whereas traditionalmanufacturing depends almost entirely on back-stage activities

2/26/08 SSME: What, Why and How2

What is a “Service”?• whatever is not agriculture or manufacturing

• processes, performances, or experiences that one person or organization does for the benefit of another

• involves deployment of knowledge, skills, and competences that oneperson or organization has for the benefit of another, often involvingcustomization

• a business transaction that depends on having a high degree of front-stage activities to interact with the customer, whereas traditionalmanufacturing depends almost entirely on back-stage activities

• Zysman’s service categories:– Outsourcing– Changes in consumption patterns– Outsourcing household work– The algorithmic transformation: from revolution to delusion

2/26/08 SSME: What, Why and How3

What is SSME?

An interdisciplinary approach to the study, design,and implementation of services systems – complexsystems in which specific arrangements of peopleand technologies take actions that provide valuefor others.

Wikipedia (Feb 24, 2008)http://en.wikipedia.org/wiki/Service_Science,_Management_and_Engineering

The objective of SSME is the systematic study ofservices in order to enable service innovation.

2/26/08 SSME: What, Why and How4

Why SSME?(or, The demand for Service Innovation)

2/26/08 SSME: What, Why and How4

Why SSME?(or, The demand for Service Innovation)

Service is as old as the division of laborBUT1. The scope, scale and complexity of service systems is

increasing and the competition is global

2/26/08 SSME: What, Why and How4

Why SSME?(or, The demand for Service Innovation)

Service is as old as the division of laborBUT1. The scope, scale and complexity of service systems is

increasing and the competition is global

2/26/08 SSME: What, Why and How4

Why SSME?(or, The demand for Service Innovation)

Service is as old as the division of laborBUT1. The scope, scale and complexity of service systems is

increasing and the competition is global2. Service activities become a greater proportion of value

creation

2/26/08 SSME: What, Why and How5

2/26/08 SSME: What, Why and How5

2/26/08 SSME: What, Why and How5

2/26/08 SSME: What, Why and How5

2/26/08 SSME: What, Why and How6

Why SSME?(or, The demand of Service Innovation)

Service is as old as the division of laborBUT1. The scope, scale and complexity of global service systems is

rising2. Service activities become a greater proportion of value

creation

2/26/08 SSME: What, Why and How6

Why SSME?(or, The demand of Service Innovation)

3. Products, thanks to science, management and engineeringadvances, have become cheaper; OTOH searching forproducts, installing, maintaining, upgrading and disposing ofthem is becoming more expensive

Service is as old as the division of laborBUT1. The scope, scale and complexity of global service systems is

rising2. Service activities become a greater proportion of value

creation

2/26/08 SSME: What, Why and How6

Why SSME?(or, The demand of Service Innovation)

3. Products, thanks to science, management and engineeringadvances, have become cheaper; OTOH searching forproducts, installing, maintaining, upgrading and disposing ofthem is becoming more expensive

4. Government programs are also becoming increasinglycomplex

Service is as old as the division of laborBUT1. The scope, scale and complexity of global service systems is

rising2. Service activities become a greater proportion of value

creation

2/26/08 SSME: What, Why and How6

Why SSME?(or, The demand of Service Innovation)

3. Products, thanks to science, management and engineeringadvances, have become cheaper; OTOH searching forproducts, installing, maintaining, upgrading and disposing ofthem is becoming more expensive

4. Government programs are also becoming increasinglycomplex

5. New service business are becoming possible - thanks to theweb (and web 2.0)

Service is as old as the division of laborBUT1. The scope, scale and complexity of global service systems is

rising2. Service activities become a greater proportion of value

creation

2/26/08 SSME: What, Why and How7

How can we go about SSME?

2/26/08 SSME: What, Why and How7

How can we go about SSME?

• Academics have been studying “services” for a long time, butfocused on marketing, or management or economics,subjects traditionally examined by business schools

2/26/08 SSME: What, Why and How7

How can we go about SSME?

• Academics have been studying “services” for a long time, butfocused on marketing, or management or economics,subjects traditionally examined by business schools

• Today, with the rise of technology-enabled services, thefocus must be on service as a system of interacting parts thatincludes people, technology, and business.

2/26/08 SSME: What, Why and How7

How can we go about SSME?

• Academics have been studying “services” for a long time, butfocused on marketing, or management or economics,subjects traditionally examined by business schools

• Today, with the rise of technology-enabled services, thefocus must be on service as a system of interacting parts thatincludes people, technology, and business.

• A number of existing disciplines are involved:– computer science,– cognitive science,– economics,– organizational behavior,– human resources management,– marketing,– operations research,– …

2/26/08 SSME: What, Why and How7

How can we go about SSME?

• Academics have been studying “services” for a long time, butfocused on marketing, or management or economics,subjects traditionally examined by business schools

• Today, with the rise of technology-enabled services, thefocus must be on service as a system of interacting parts thatincludes people, technology, and business.

• A number of existing disciplines are involved:– computer science,– cognitive science,– economics,– organizational behavior,– human resources management,– marketing,– operations research,– …

2/26/08 SSME: What, Why and How8

2/26/08 SSME: What, Why and How9

Technical-Architecture concerns

2/26/08 SSME: What, Why and How9

Technical-Architecture concerns

• Interoperation technologiesInteroperation of existing systems can happen at three levels:– At the user-interface level: Portals and portlets (JSR 168 -

The Java Portlet Specification)– At the data level: REST services– At the operation/workflow level: SOA with web services

2/26/08 SSME: What, Why and How9

Technical-Architecture concerns

• Interoperation technologiesInteroperation of existing systems can happen at three levels:– At the user-interface level: Portals and portlets (JSR 168 -

The Java Portlet Specification)– At the data level: REST services– At the operation/workflow level: SOA with web services

Edmonton city system integration

2/26/08 SSME: What, Why and How9

Technical-Architecture concerns

• Interoperation technologiesInteroperation of existing systems can happen at three levels:– At the user-interface level: Portals and portlets (JSR 168 -

The Java Portlet Specification)– At the data level: REST services– At the operation/workflow level: SOA with web services

• Managed evolution– At the architecture level,

systems should evolvetowards optimizingeconomic value andbusiness-level KPIs

2/26/08 SSME: What, Why and How9

Technical-Architecture concerns

• Interoperation technologiesInteroperation of existing systems can happen at three levels:– At the user-interface level: Portals and portlets (JSR 168 -

The Java Portlet Specification)– At the data level: REST services– At the operation/workflow level: SOA with web services

• Managed evolution– At the architecture level,

systems should evolvetowards optimizingeconomic value andbusiness-level KPIs

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2/26/08 SSME: What, Why and How9

Technical-Architecture concerns

• Interoperation technologiesInteroperation of existing systems can happen at three levels:– At the user-interface level: Portals and portlets (JSR 168 -

The Java Portlet Specification)– At the data level: REST services– At the operation/workflow level: SOA with web services

• Managed evolution– At the architecture level,

systems should evolvetowards optimizingeconomic value andbusiness-level KPIs

2/26/08 SSME: What, Why and How10

Work-Practices concerns

2/26/08 SSME: What, Why and How10

Work-Practices concerns

• Design of “mixed” service-delivery processes– How do we decide which tasks are appropriate for

automation and which should be delivered throughemployees?

– How do we formally define the roles that employees play in amixed service-delivery process?

• BPEL4People

2/26/08 SSME: What, Why and How10

Work-Practices concerns

• Design of “mixed” service-delivery processes– How do we decide which tasks are appropriate for

automation and which should be delivered throughemployees?

– How do we formally define the roles that employees play in amixed service-delivery process?

• BPEL4People

Increased automation of the airlineindustry increases customer satisfactionhttp://www.jdpa.com/NeWs/relEaSes/pressrelease.asp?ID=2005042

2/26/08 SSME: What, Why and How10

Work-Practices concerns

• Design of “mixed” service-delivery processes– How do we decide which tasks are appropriate for

automation and which should be delivered throughemployees?

– How do we formally define the roles that employees play in amixed service-delivery process?

• BPEL4People

• Management of the ecosystem around a servicesystem– On-line collaboration tools can be used to support users,

customers and employees– Mining the collaboration artifacts can advance the state-of-

the-art in business analytics

2/26/08 SSME: What, Why and How10

Work-Practices concerns

• Design of “mixed” service-delivery processes– How do we decide which tasks are appropriate for

automation and which should be delivered throughemployees?

– How do we formally define the roles that employees play in amixed service-delivery process?

• BPEL4People

• Management of the ecosystem around a servicesystem– On-line collaboration tools can be used to support users,

customers and employees– Mining the collaboration artifacts can advance the state-of-

the-art in business analytics

SUN wikis: http://wikis.sun.com/dashboard.actionNielsen buzzmetrics: http://www.nielsenbuzzmetrics.com/ Market Truths: http://www.markettruths.com/

2/26/08 SSME: What, Why and How10

Work-Practices concerns

• Design of “mixed” service-delivery processes– How do we decide which tasks are appropriate for

automation and which should be delivered throughemployees?

– How do we formally define the roles that employees play in amixed service-delivery process?

• BPEL4People

• Management of the ecosystem around a servicesystem– On-line collaboration tools can be used to support users,

customers and employees– Mining the collaboration artifacts can advance the state-of-

the-art in business analytics

2/26/08 SSME: What, Why and How10

Work-Practices concerns

• Design of “mixed” service-delivery processes– How do we decide which tasks are appropriate for

automation and which should be delivered throughemployees?

– How do we formally define the roles that employees play in amixed service-delivery process?

• BPEL4People

• Management of the ecosystem around a servicesystem– On-line collaboration tools can be used to support users,

customers and employees– Mining the collaboration artifacts can advance the state-of-

the-art in business analytics

SUN wikis: http://wikis.sun.com/dashboard.actionNielsen buzzmetrics: http://www.nielsenbuzzmetrics.com/ Market Truths: http://www.markettruths.com/

2/26/08 SSME: What, Why and How11

Business concerns

2/26/08 SSME: What, Why and How11

Business concerns

• System and process modeling– Bunge's Systems Ontology proposed five irreducibly

distinct levels at which a system need be modeled: S1-physical, S2-chemical, S3-biological, S4-technical, S5-social

– The Montreal Taxonomy aims at precisely characterizing avariety of electronic negotiation designs and systems,ranging from auctions to bilateral bargaining tables

2/26/08 SSME: What, Why and How11

Business concerns

• System and process modeling– Bunge's Systems Ontology proposed five irreducibly

distinct levels at which a system need be modeled: S1-physical, S2-chemical, S3-biological, S4-technical, S5-social

– The Montreal Taxonomy aims at precisely characterizing avariety of electronic negotiation designs and systems,ranging from auctions to bilateral bargaining tables

• Formal traceability for regulatory compliance– How should the hardware and software infrastructure

supporting the service-delivery process be designed andaudited to verify compliance with legal and professionalbodies?

2/26/08 SSME: What, Why and How11

Business concerns

• System and process modeling– Bunge's Systems Ontology proposed five irreducibly

distinct levels at which a system need be modeled: S1-physical, S2-chemical, S3-biological, S4-technical, S5-social

– The Montreal Taxonomy aims at precisely characterizing avariety of electronic negotiation designs and systems,ranging from auctions to bilateral bargaining tables

• Formal traceability for regulatory compliance– How should the hardware and software infrastructure

supporting the service-delivery process be designed andaudited to verify compliance with legal and professionalbodies?

How to prevent ChoicePoint and TJ Maxx•http://en.wikipedia.org/wiki/ChoicePoint•http://www.informationweek.com/news/showArticle.jhtml?articleID=201800259

Thank You!

Any Questions?