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A Student’s Perspective on Service Science
by Roland Padilla22 January 2013
Roland [email protected]
http://www.linkedin.com/in/rolandpadilla
Selected Honours and Awards2011 - Australian Postgraduate Awards 2011 - 1st Place, Asia-Pacific and Japan Internship Competition
(CISCO Systems)2010 - 1st Class Honours (H1) 2010 - Valedictorian2009 - Medal Recipient, Joint Task Force 662 – Operation VIC Fires Assist
(Australia’s Department of Defence)
Academic experiences2+ years of research
Professional experiences 10+ years of management experiences with the ICT industry
Education and ResearchEducation• PhD Candidate in Computing and Information Systems at The University of
Melbourne (2014 expected completion)• Master in Information Systems (2010) at The University of Melbourne• Bachelor of Science in Applied Physics at the University of the Philippines (1993)
Certification• Senior Certified Professional of the Australian Computer Society - MACS (Snr) CP
Research• Thesis (work in progress) “ How does the perceived service value in business-to-
business cloud computing lead to customer satisfaction and intention to purchase?”
• Thesis (2010) “Service Value in IT Outsourcing”• Thesis (1993) “Antimutagenic Properties of Liquid Crystals”
Academic Experiences
• Full time PhD Candidate at The University of Melbourne (commenced July 2011)
• Marker for Project Management (ISYS90050) at UniMelb (2012)
• Marker for Project Management (SWEN90003/90008) at UniMelb (2012)
• Research Assistant, Liquid Crystals Laboratory at UP (1993 – 1994)
Professional Experiences
• 12+ years of working for global organisations • Customer Support Engineer - CISCO Systems• Global Resource Manager - Headstrong• General Manager - Netmarks• Solutions Manager - FUJITSU• Team Leader - NEC
Highlights of Professional Experiences (1 of 2)
CISCO• Trained five workforce placements for one week resulting to
favourable managerial feedback that they were taught and managed well
• Improved service and responsiveness to customers by suggesting to the team that face-to-face meetings, especially with difficult customers, are to be conducted
Headstrong• Identified a major resource allocation problem and initiated a
practical way in solving it by recommending and implementing a policy called “No Form, No Resource”
• Managed and analysed 543 consulting resources’ competency level, bill rate and availability, and improved productivity by utilising 72% of the targeted 80% billable resources
Highlights of Professional Experiences (2 of 2)
Netmarks• Responsible for the daily business performance resulting to 100%
sales increase and 50% account coverage within one year• Raised $500,000 working capital and generated profit within 12
months. Most of the capital was for building up the organisation’s services (e.g. IT audit, network security, and outsourcing) business.
Fujitsu• Championed the business development of data storage solutions,
comprising storage area network, virtualisation software, and back-up devices, exceeding the goal of $1,000,000 profit in one year
NEC• Identified new market opportunities for field trials of mobile
technologies by engaging the services of a consulting company (i.e., Arthur D. Little) and securing the support of the client
Highlights of Volunteer Work
Convenor, Cloud Computing Special Interest Group (SIG) at the Australian Computer Society
• Organised and hosted 4 events in 1 year. Speakers were from NecTar (federal-funded research organisation), Amazon Web Services (cloud computing service provider), The Uni of Melb, and the Dept of Broadband and the Digital Economy. Attendance ranged from 60 to 179 participants.
Relevant courseworks and research on Service Science
• Took a Service Science course (2010)• Did a Master’s thesis and examined service
value in an IT outsourcing context (2010)• Doing a PhD thesis on service value in a B2B
context of cloud computing
Outline of Service Science Course
Course title: Fundamentals of Service Science (615-504)•Service Dominant Logic•Service Oriented Models of Business•Value of Services•Service Blueprinting and Business Process Modelling•Service Design•Service Technologies•Service Quality and Productivity•Managing Service Customers•Outsourcing and Service Relationships
Masteral Thesis
PurposeApproachFindingsPractical ImplicationsValue
PhD ThesisThe ultimate aim of the research project is to objectively measure service value for customers of business-to-business cloud computing services and then to test a model explaining how service value relates to both customer satisfaction, and the intention of the customer to repurchase the service. A mature measurement of this service value model exists for business-to-consumer contexts but has not been used in cloud computing business-to-business services. Consequently, this research project seeks to address the following research question (RQ):
How does the perceived service value in business-to-business cloud computing lead to customer satisfaction and intention to
repurchase?
