The Cambridge-IBM SSME White Paper Revisited

In July 2007, IBM and Cambridge University’s Institute for Manufacturing (IfM ), in conjunction with BAE Systems, convened a group of leading academics and senior industrialists in a two-day symposium to address the critical questions facing the emerging field of Service Science , Management and Engineering (SSME ). The meeting, together with a consultation process involving over a hundred international respondents, created a white paper for universities, businesses and governments globally (IfM and IBM 2008). The report called for (1) the advancement of SSME as a distinct subject of research and education through intensive collaboration across disciplines, and (2) the creation of national Service Innovation Roadmaps (SIR) to double investment in service research and education worldwide by 2015. Since the white paper was released, exciting progress has taken place; many universities have started SSME courses while various governments released SIR reports (see Appendices I and II for lists of such initiatives). In the remainder of this chapter, we provide an updated summary of the white paper and revisit its original recommendations for SSME stakeholders.

[1]  Steve Evans,et al.  Succeeding through service innovation : a service perspective for education, research, business and government , 2008 .

[2]  Richard A. Normann,et al.  Reframing Business: When the Map Changes the Landscape , 2001 .

[3]  Paul P. Maglio,et al.  Service Science: Toward a Smarter Planet , 2010 .

[4]  Steven L. Alter,et al.  The Work System Method: Connecting People, Processes, and IT for Business Results , 2006 .

[5]  Ian Miles,et al.  Services Innovation: coming of age in the knowledge-based economy , 2003 .

[6]  J. Sanz,et al.  Business Services as a New Operational Model for Enterprises and Ecosystems , 2006, The 8th IEEE International Conference on E-Commerce Technology and The 3rd IEEE International Conference on Enterprise Computing, E-Commerce, and E-Services (CEC/EEE'06).

[7]  John D. Sterman,et al.  Business dynamics : systems thinking and modelling for acomplex world , 2002 .

[8]  Waldemar Karwowski,et al.  Introduction to Service Engineering , 2010 .

[9]  C. Lovelock,et al.  Whither Services Marketing? , 2004 .

[10]  Richard B. Chase,et al.  The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions , 1981, Oper. Res..

[11]  Blake Morrison,et al.  Physics for Poets , 1978 .

[12]  Jerry W. Mansfield.  Human Factors of Queuing: A Library Circulation Model. , 1981 .

[13]  Mary Jo Bitner,et al.  Tracking the evolution of the services marketing literature , 1993 .

[14]  M. V. Vol’kenshtein,et al.  Physics and biology , 1973 .

[15]  D. Bamber.  The Coming of Post-Industrial Society — A Venture in Social Forecasting , 1980 .

[16]  John Clarke,et al.  Creating Citizen-Consumers: Changing Publics and Changing Public Services , 2007 .

[17]  Robert Kevin Grigsby.  "Wellsprings of Knowledge: Building and Sustaining the Sources of Innovation" , 1996 .

[18]  G. Standing,et al.  The international labour organisation , 2010 .

[19]  W. Nutt,et al.  The coming of the post-industrial society—A venture in social forecasting: by Daniel Bell. Heinemann Educational Books, London (1974), 507 pp. £5.50 (hardback) , 1974 .

[20]  James Teboul,et al.  Service is Front Stage: Positioning Services for Value Advantage , 2006 .

[21]  James C. Spohrer,et al.  A research manifesto for services science , 2006, CACM.

[22]  V. Allee.  The future of knowledge : increasing prosperity through value networks , 2003 .

[23]  Stephen S. Cohen,et al.  Manufacturing Matters: The Myth of the Post-Industrial Economy , 1987 .

[24]  Javier Reynoso,et al.  Value Merchants: Demonstrating and Documenting Superior Value in Business Markets , 2009 .

[25]  Guangjie Ren,et al.  Service business development in manufacturing companies : classification, characteristics and implications , 2009 .

[26]  Stephen L. Vargo,et al.  Evolving to a New Dominant Logic for Marketing , 2004 .

[27]  H. Bovenkamp.  Creating citizen-consumers: Changing publics and changing public services , 2009 .

[28]  James C. Spohrer,et al.  Service Science, Management, Engineering, and Design (SSMED): An Emerging Discipline - Outline & References , 2009, Int. J. Inf. Syst. Serv. Sect..

[29]  Jamie Peck,et al.  Supercapitalism: The Transformation of Business, Democracy, and Everyday Life , 2008 .

[30]  John Arthur Ricketts.  Reaching the Goal: How Managers Improve a Services Business Using Goldratt's Theory of Constraints , 2007 .

[31]  Ben Dankbaar.  Innovation Management in the Knowledge Economy , 2003 .

[32]  Mohanbir Sawhney,et al.  The Global Brain: Your Roadmap for Innovating Faster and Smarter in a Networked World, , 2007 .

[33]  A. Parasuraman,et al.  A Conceptual Model of Service Quality and Its Implications for Future Research , 1985 .

[34]  A. Abbott.  The System of Professions: An Essay on the Division of Expert Labor , 1988 .

[35]  D. Bell.  The Coming of Post-Industrial Society, a venture in Social Forecasting , 1974 .

[36]  Paul P. Maglio,et al.  Steps Toward a Science of Service Systems , 2007, Computer.

[37]  Daniel T. Jones,et al.  Lean Solutions: How Companies and Customers Can Create Value and Wealth Together , 2005 .

[38]  Max S. Baucus,et al.  The Council on Competitiveness , 1992 .

[39]  Michael P. Gallaher,et al.  Measuring Service-Sector Research and Development , 2005 .

[40]  J. C. Collins,et al.  Good to great and the social sectors : why business thinking is not the answer : a monograph to accompany good to great : why some companies make the leap--and others don't , 2005 .

[41]  James Teboul.  Service is Front Stage , 2006 .

[42]  Daniel A. Levinthal,et al.  Exploration and Exploitation in Organizational Learning , 2007 .

[43]  N. Augustine.  Rising Above The Gathering Storm: Energizing and Employing America for a Brighter Economic Future , 2006 .

[44]  Clayton M. Christensen,et al.  Seeing What's Next: Using the Theories of Innovation to Predict Industry Change , 2005 .

[45]  W. Wiegand.  : The System of Professions: An Essay on the Division of Expert Labor , 1990 .

[46]  J Swanson,et al.  Business Dynamics—Systems Thinking and Modeling for a Complex World , 2002, J. Oper. Res. Soc..

[47]  Robert B. Reich,et al.  Supercapitalism: The Transformation of Business, Democracy, and Everyday Life , 2007 .

[48]  J. Servais.  International Labour Organization (ILO) , 2011 .

[49]  Robert Johnston,et al.  Service operations management: from the roots up , 2005 .

[50]  Harold Maurice Collins,et al.  The Shape of Actions: What Humans and Machines Can Do , 1998 .

[51]  Eric D. Beinhocker.  The Origin of Wealth - Evolution, Complexity, and the Radical Remaking of Economics , 2007 .