1. Service Science, Management, and Engineering (SSME)
Welcome and Introduction
© Copyright IBM Corporation 2006, All rights reserved.

2. © Copyright IBM Corporation 2006, 2007. All rights reserved.
What is SSME?
SSME is the application of
Scientific, management, and engineering disciplines to tasks that one organization beneficially performs for and with another (i.e., services).
SSME goal
Make productivity, quality, performance, compliance, growth, and learning improvements more predictable in (co-production) relationships.
SSME is the study of service systems
Aimed at improving service systems
© Copyright IBM Corporation 2006, All rights reserved.

3. © Copyright IBM Corporation 2006, 2007. All rights reserved.
Why is SSME important?
The world is becoming networked, dependent on information and information technology
Science will provide tools and methods to study services and develop solutions to problems that span multiple disciplines
Graduates may be solution designers, consultants, engineers, scientists, and managers who will grow into becoming entrepreneurs, executives, researchers, and practitioners
© Copyright IBM Corporation 2006, All rights reserved.
Friedman, Thomas L. The World is Flat: A Brief History of the Twenty-first Century (2005), Farrar, Straus and Giroux, NY

4. Service innovation is inherently multidisciplinary
Knowledge sources driving service innovations…
Business
Administration
and
Management
Technology
Innovation
Business
Innovation
Science &
Engineering
Social-Organizational
Innovation
Demand
Innovation
Global
Economy
& Markets
Social Sciences
SSME = Service Sciences, Management, and Engineering
© Copyright IBM Corporation 2006, All rights reserved.

5. © Copyright IBM Corporation 2006, 2007. All rights reserved.
Modules
Services
What are services?
Systems
Services depend on socio-technical systems
Management, marketing, & operations
What’s different for services?
Productivity & Innovation
Do services resist productivity gains?
Methods
Delivery may depend on methods
Developing Supply Chains to Support Service Operations
Class discussion about how supply chain principles and processes are at work in service operations.
Challenges, frameworks, call for participation
Why SSME?
Selected illustrative articles, cases or links
Other views included in each section
© Copyright IBM Corporation 2006, All rights reserved.

6. SSME Timeline
Results
Adoption
SSME Launched
2004
Establish
Awareness
Embed
Graduates and practice
2010 and beyond
White papers
Initial discussions with university partners
Workshops
Press articles
Web sites
Awareness in academia, industry, gov’t
Early adopters
SSME Summit
Broadened awareness
SSME curriculum development
Cross-industry SSME focus and buy-in
Joint research projects/awards
Case studies developed
SSME tools and programs growing
Service systems as complex systems
Government and foundation funding
SSME graduates
Industry training
Industry hiring plans
Better trained workforce
+Service innovation
+Sales impact
+Client satisfaction
+Productivity
+Efficiency
+Learning speed on engagements
Key Activities/Metrics
Plan
Mobilize
Execute
Reinforce
© Copyright IBM Corporation 2006, All rights reserved.
From awareness -> interest -> actions -> results
IBM and others
workshops
readings
articles
discussions
books
skills needs
Governments – sponsorships, grants
Typical cycle of development in academia
certificates
courses
centers
research
master’s; professional
degree programs
institutes
Leading eventually to Graduates
We estimate we are in year 3 or 4 of a 10 year journey