Service Science, Management, And Engineering Research Articles

Training New Professionals in Service Engineering: Towards a Transdisciplinary Curriculum for Sustainable Businesses

The service sector provides employment for more than 70% of the active population in developed countries, in areas as varied as tourism, commerce, logistics, finances, services, and personnel, amongst others. Despite the fact that society increasingly needs more professionals who are oriented towards this sector, there are hardly any specific plans that will provide them with appropriate training. The appearance of service science, management, and engineering (SSME) has led to a significant advance as regards understanding the skills required by a service professional. It is a transdisciplinary field that integrates aspects of business management, along with information and communication technologies and engineering, and social sciences, in addition to providing the foundations for the growth of sustainable business. This paper presents a curriculum for the training of professionals in service engineering, which has been designed and taught at a Spanish public university. This curriculum, which the university created in collaboration with SSME experts and service sector companies, stands out for two reasons: the transdisciplinary approach employed, which is one of the features of this emerging and integrative knowledge discipline, and the fact that it is providing a response to the need for higher education curricula for sustainable business development. The paper describes the method followed to create the curriculum for the Bachelor’s Degree in Service Engineering, a comparative study with other related degrees, and the results of the deployment of the degree in terms of employability.

Competence-driven engineering education: A case for T-shaped engineers and teachers

<span>The demand for engineering education and graduates is increasing daily because the current service and technological designs are unable to meet the needs of the society and the expected dramatic increase in the future. The emerging skill gap requires a shift in the type of expertise required of young professionals that will be needed to successfully lead organizations in the new economy. Researchers have identified various ‘shapes’ for the engineering professionals to make them relevant to the 21<sup>st</sup> century challenge, especially in the industry where their expertise is much needed. T-shaped professionals have skills that make them to be more preferred among others. The purpose of this paper is to present the need to upgrade engineering education curriculum to produce more T-shaped graduate engineers required in the changing industrial world. The potential benefits of T-shaped professionals to organizational performance are quite significant; hence, the demand for T-shaped professionals in knowledge-intensive, service-oriented economies is increasing. Unfortunately, the challenges associated with creating more T-shaped professionals are also significant. National regulatory bodies for engineering education in Nigeria are beginning to move towards integrated curriculum to break down discipline silos and produce T-shaped graduate engineers for the fast-changing industrial world. Service Science Management and Engineering (SSME) is an emerging discipline with over 250 programmes in 50 nations seeking to create more T-shaped professionals.</span>

An Analysis Study of the Feasibility on Offering Bachelor’s Degree in Service Science

The service sector is the uppermost growing stake of the developed economies. The reliance of this sector on information technology (IT) deserves revision of IT curricula. As the field of computing continues to grow and diversify, and new computing-related disciplines emerge, existing curriculum programs must be updated regularly and new computing disciplines will be drafted. The primary aims of this paper, therefore, are firstly, to introduce the emerging academic discipline known as Service Science, Management, and Engineering (SSME), in response to the growing dominance of the service sector in emerging economies. Secondly, we present a feasibility study of establishing a new undergraduate academic program that offers a Bachelor’s degree in SSME. The study was based on analyzing the results of a study conducted to evaluate the workforce in Jordanian information and communications industry. The results of the study concluded that the demand for hybrid IT graduates in the knowledge-based service economy is rapidly growing.

The contribution of systems and service research to rethinking higher education programs: a T-shaped model

Purpose of the paper: Building upon the advancements in knowledge proposed by the research stream about the “T-shaped professional”, the paper aims to investigate the opportunities and key factors of rethinking traditional education models and programs by exploring the contribution of service research in the field of education through the interpretative lens of systems thinking. Methodology: The paper traces a wide conceptual framework rooted in systems thinking and service research with the intent of highlighting the contribution of a T-shaped view in higher education programs. The proposed conceptual arguments are then tested through the analysis of the Master’s Degree program in Service Science, Management and Engineering (SSME) of the Masaryk University in Brno (Czech Republic). Results: The paper proposes basic arguments for the development of a T-shaped model in higher education programs and empirical evidence concerning the possibility of implementing an effective T-shaped approach based on systems thinking in order to rethink higher education programs. Practical implications: The paper provides a path to combine traditional hyper-specialized knowledge with more dynamic and cross-sectional capabilities in higher education programs. Originality of the paper: A wide perspective about the “T-shaped professionals” as a possible reference model in which vertical expertise is combined with horizontal capabilities and cross-sectional knowledge is proposed in the light of Systems Thinking and Service Research.

Factor Analysis of E-learning Services Quality

This paper aims to perform a factor analysis of e-learning service quality for providing valuable references and proposing strategies, which would advance successful e-training operations. This paper delineates services features and overviews current literature on e-education quality assessment. From e-learning attributes and the outlook of SSCE (services science, management, and engineering), the paper designs an indicator structure consisting of 10 criteria. Based on questionnaires, each indicator is given a certain value, and e-views is employed to calculate principal components. The paper finds six factors are crucial to measure of e-learning services quality for representing a 82.5% proportion in the total variance. Top three factors are ease of use, security, and reliability, indicating that network facilities, e-safety protection, and high-levels of instructing and punctual answering learner–raised questions after class, are leading prerequisites of maintaining superior e-educational quality. E-education suppliers should put efforts into these dimensions for providing quality e-training services.

Improving the global supply chain through service engineering: A services science, management, and engineering-based framework

Great changes within the business environment in the last 2 decades have made supply chain management (SCM) an important topic for academics and practitioners. Globalization, larger reliance on layered suppliers for specialized capabilities and innovation, changing customer needs, reliance on supply networks to maintain a competitive advantage, and developments in technology have all contributed to a very different supply chain environment. Most current works view customers as being outside the supply chain design; however, we believe that customers are the missing link in the supply chain. Therefore, in this paper, we focus on the customer's role in the process. We present an original discussion of the emerging discipline of services science, management, and engineering (SSME) in SCM, identify and bridge the gaps between SSME and SCM, as well as discuss ways to align them. In addition, we consider the specific challenges as well as the opportunities for SSME in supply chain management.

Systemic Thinking on Services Science, Management and Engineering: Applications and Challenges in Services Systems Research

As the world increasingly becomes characterized by the provision of services to customers, service research faces many challenges and needs a new vision. Many of these challenges stem from the fact that technologies are continually experiencing dramatic change, and savvy customers are increasingly demanding more qualified services. Although research and experiential findings on services in many disciplines have achieved impressive results, systematic research on modern services systems is rarely considered. Aiming at services systems (not only services themselves), this paper discusses the contributions and the potentials for the field of systems theory for Services Science, Management and Engineering (SSME). Thus, SSME can provide suitable referential clues for discussing impacts of systems theory on services research, and systemic thinking can be applied to discuss key issues in SSME. Providing basic definitions of services and services systems, this paper elaborates on the research objects and methodologies of SSME from systems perspective, and proposes that systems theory can be applied as the foundations of services engineering. This paper further sheds light on systemic issues in services science and engineering, services operations, and services systems management. It also provides a summary of relevant theories and tools applied to services systems at the systems level. Finally, some potential prospects in SSME research are presented to meet research demands and practical challenges.

Design and Implementation of a Tool to Test Service Level Agreements

In the scope of Services Science, Management and Engineering (SSME), Service Level Agreements (SLAs) are technical documents that contain the conditions that must be fulfilled during the provision and consumption of services. Typically, the violation of the terms specified in the SLA leads to consequences for the stakeholders involved in the agreement. It is therefore important to assure that the Service Based Application (SBA) behaves as expected in order to avoid such consequences. In this context, the testing of SLAs is a challenging and promising area but requires a high cost in terms of effort to design the tests. Hence, it is convenient to automate as much as possible the tasks involved in the generation of the tests. To address this issue, we have designed and implemented SLACT (SLA Combinatorial Testing) tool, which takes the specification of a SLA as the test basis. SLACT automates the generation of tests by means of applying different combinatorial testing techniques. Furthermore, SLACT is able to automatically identify a set of constraints that avoid the obtaining of non-feasible tests by analyzing the information contained in the SLA guarantee terms. We have used SLACT to obtain the tests for a critical eHealth scenario, proposed in the context of a FP7 European Project.

A Model Curriculum for Undergraduate Program in IT SSME

The service sector is the uppermost growth segment of the developed economies, and becoming more knowledge intensive as automation and outsourcing reduce demand for labor in agriculture and manufacturing. The reliance of this sector on information technology (IT) deserves revision of IT curricula. As the field of computing continues to grow and diversify, and new computing-related disciplines emerge, existing curriculum programs must be updated regularly and new computing disciplines will be drafted to prepare students with the knowledge and skill sets applicable to current and projected future service sector. Service Science, Management, and Engineering (SSME) is a new market-relevant multidisciplinary academic program designed in response to the service sector's growing dominance. The main aims of this paper are firstly, to identify and develop the body of knowledge areas and skills needed by IT professionals. Secondly, to develop SSME undergraduate curriculum and courses that embody the topics in the SSME body of knowledge. The study was based on surveying and analyzing the current and projected future demand for IT Professionals with enhanced IT SSME skills. With the support of IBM, Jordan University of Science and Technology will begin offering an undergraduate program in SSME in fall 2013.

The product development process of an enterprise from an SSME perspective

This study empirically explores a real-world manufacturer product development process from a service science perspective. In this era of keen global competition, the process of product development is crucial for companies before the final product is launched to the market. The poor development of a product can fail to meet customer needs and result in product failure, which can even lead to significant losses for manufacturers. However, traditional product development processes are much more manufacture-oriented rather than customer-involved. In this paper, we aim to use the Service science, management, and engineering (SSME) perspective, proposed by IBM, to improve product demand asymmetries by discovering true user requirements in order to enhance customer involvement and lead to better product development. We show how SSME is applied in the context of product development and in the discovery of customer needs, and propose a modified process based on SSME to the product development process.

Governing business dynamics in complex contexts

The paper is to highlight the peculiarities of Service Science, Management and Engineering (SSME) and its proposals with reference to network and systems theories, such as the Many-to-Many, and the Viable Systems Approach (VSA), (VSA) represents an interpretative lens for complex phenomena, and seems to be suitable for analysing service systems because its capacity to move from holism to reductionism, respecting the single characteristics of each entity of the context. SSME and Many-to-Many are gradually being integrated, and the network theories, and specifically (VSA), could considerably support this process by contributing with its own scientific proposals. Authors believe that the (VSA)'s view on business purposes, value creation and the management of relations are strongly coherent with the view proposed or tacitly implied by SSME and Many-to-Many approach.

An optimization solution by service science management and engineering (SSME) for using minibuses service as an alternative for private cars around Hentian Kajang in Malaysia

There are lots of problems in Hentian Kajang: traffic congestion, unnecessary loss of fuel and global warming are only but a few of these problems. This study is an attempt to understand people's behaviour and modal choice and try to influence them, and public transport. A survey was conducted to develop the choice among private cars, minibuses and trains users, and a total of n=250 questionnaires were distributed. Legit models were developed for the alternative modes of private cars to minibuses. This study found that the most important variables found likely to encourage the use of public transport reduced travel time and subsidized fares. The data were processed by SPSS software to determine which factors encourage and discourage the use of private, public and minibuses transportation. According to the sensitivity analysis, travel time is 0.48, travel cost reduction is 0.567, frequency is 1.888, and the regularity of schedules is a key factor for change of the use of a minibus when the public viewed them in isolation from other factors that limit this option. As expected, the commuter switches to minibuses. Key words: Service science management and engineering (SSME), MIS public transport policy, car reduction, logic model, mode choice.

HRD domain in the service science discipline: developing interdisciplinary professionals

PurposeThe purpose of this paper is to identify critical components for service science curricula that address the unique competency needs of the service sector.Design/methodology/approachThe method for this investigation included a comprehensive review, analysis, and synthesis of service science, as well as service science management and engineering (SSME) related literature. As human capital is of unique importance in this business sector, particular emphasis was placed on examining the need for human resource development‐related content in service science curricula.FindingsExpansion of the services sector globally has been unprecedented. “Some analysts predict that by 2020, services will account for 50 percent of world trade” (Downe et al.). Yet a global shortage of graduates with the skills needed for success in service sector jobs has been forecast. Compounding this talent shortage is the relatively small number of degree programs available to prepare professionals for service sector jobs. Because the growth in the service sector has outpaced improvements in productivity, quality, and innovation, and there is a lack of skilled talent to address these challenges, increasing attention is being placed on service science curricula.Originality/valueGiven the economic importance of, and current deficiencies in, the service sector it is poised to make a significant impact by improving service science education.

Towards a New Model of Co-Creation of Value in E-Learning Service Systems

Advances in information and communication technologies make e-learning an integral part of everyday life. An e-learning service can be viewed as a technology-based service system that provides educational value through instructor-learner interaction. However, little attention has been given to the services aspect of e-learning in scholarly literature. This paper examines how the conceptual framework of Service Science, Management, and Engineering (SSME), a new academic discipline also known as service science, can be applied to design innovative e-learning systems for higher education. The author introduces a service-driven model of e-learning that can be used to develop effective educational systems that will provide knowledge co-creation opportunities and meet the needs and expectations of learners in the 21st century.

Service Engineering: An Interdisciplinary Framework

The concept of service Science, Management, and Engineering (SSME) is an emerging interdisciplinary approach that combines fundamental management, and engineering theories. The objective is to help organizations improve their competiveness in a rapidly changing business environment by exploring the true requirements of their customers, and setting up an effective service process with the support of IT. Despite the significance of SSME, few studies have attempted to develop a methodology to guide and implement SSME research. To address this research gap, we discuss the interdisciplinary nature of the SSME approach. We review related literature and theories, and explore the tools used in various fields relevant to SSME. Then, we propose a systematic three-phase framework for SSME research. Our interdisciplinary review and the proposed framework are designed to help researchers and practitioners utilize available SSME tools and theories. We believe the framework will enable researchers and practitioners to implement their respective SSME processes more effectively and efficiently.

Service Science, Management and Engineering Education

Service Science, Management and Engineering (SSME) is an emerging discipline which studies service industry under an integrated framework. SSME education trains scientists and skilled service workers to promote innovation and productivity in service industry. Although quite a number of universities started SSME programs years ago, most of them are still in the stage of experiment, and only address a small portion of the total subject. This paper first discusses the objectives of SSME education program—the abilities that service workers and scientists should have. Then, three types of foundation courses of the current programs are discussed in depth; the bachelor, master and PhD degree programs offered currently are analyzed, which include the course contents and teaching methods. Based on the inspirations from these practical programs, a unified model for SSME education is developed and presented, which proposes to unify bachelor, master and PhD programs, and establishes a new service science department comprising areas of service management, service engineering and design, service arts and humanities.

Service Science Research

In 2004, IBM launched the campaign to promote service science, management, and engineering (SSME) because the company found the revenue from services exceeded that from computing machine manufacturing. The main goal of SSME is to improve the quality of technology-enabled service systems by applying scientific, management, and engineering knowledge to make the performance of service more predictable. In fact, this can be seen as a general trend when more and more companies outsource their manufacturing processes to China and India. Similar cases such as Otis also have successfully shifted their core business from manufacturing to services. Service enhancement and co-production are clearly new trends in the near future. As most new services are IT-enabled or IT-embedded, service science is also a fertile ground for IS research.

A service accountability framework for QoS service management and engineering

Service science, management and engineering (SSME) research is to study the methodology and technology for service innovation, design, development and delivery. Since service industry is very quality-sensitive and trust-dependent, we propose a service accountability management framework to detect, diagnose, defuse and disclose the root cause for any problematic service process. The accountability support is important for SSME since service processes often rely on external service providers to deliver part of the service functionalities. A service system must have effective yet efficient mechanisms to ensure that every external service is delivering a consistent and acceptable level of performance to meet the end-to-end quality of service (QoS) of the whole service process. In this paper, we present the accountability framework, identify the components in an accountable service architecture, and design an accountability diagnosis methodology. We also briefly present the inteLLigent Accountability Management Architecture (LLAMA) project which implements the accountability service bus (ASB), an agent-based middleware to support the monitoring, diagnosis, and reconfiguration of e-services. LLAMA ASB interacts with accountability agents to monitor services and the Accountability Authority to automatically diagnose faulty situations. The LLAMA technology is useful to ensure the QoS in SSME-based systems.

How service science management and engineering (SSME) can evolve to an academic discipline?

IBM proposed in 2004, the study of services as an academic discipline, referred to as service science management and engineering (SSME), which is currently the object of study in universities and industry. However, the development of SSME as an academic discipline has been relatively slow. This paper reviews the current status of SSME in the universities and industry in the USA and points to relationships among government, universities, and industry that are necessary for the development of SSME as an academic discipline.

Special Issue on Service Technology for Health and Well-Being

Thanks to the growing awareness that human health is inextricably linked to the health of our planet and environmental change, it is difficult to envisage an integrated scientific approach to sustainable development that does not include human health issues. In parallel with science for health and well-being (SHWB), which is recognized today as a major challenge, the field of service science, management and engineering (SSME) has emerged as a potential solution. How can robotics and mechatronics, both used in SHWB and SSME, contribute to solving human health issues? This special issue focuses on service technology for health and well-being. It starts with studies on on-demand bus services for alternative transportation systems and home healthcare service for disease prevention based on ICT. Devices and systems then introduced include stand-up support devices, gait rehabilitation, omnidirectional wheelchairs and wheelchair design simulators, musculoskeletal simulators for rehabilitation, force display communication analysis systems, and evaluation method of driver's temporary arousal level. These technologies for health and welfare services are the core of sustainable development. We thank the authors for their invaluable contributions and the reviewers for their time and effort in making this special issue possible. We also thank the JRM Editorial Board for the opportunity to take part in this work.