1. Centre for Service Research The University of Manchester 20 th September 2011 Service System Modelling Workshop

2. Schedule 10:30 – 11:00 Welcome 11:00 – 12:30 Service System Modelling - I –Service Value Networks and Value Proposition Model - Professor Stephan Kwan, Service Science and Management Information Systems, College of Business, San Jose State University, –Knowledge Intensive Service Systems in the Financial Domain – Babis Theodoulidis, Jennifer Wilby and David Diaz, Centre for Service Research –Service System Modelling Principles– Professor Nikolay Mehandjiev, Centre for Service Research 12:30 – 13:30 Lunch 13:30 – 14:00 Service System Modelling - II –Complex Service Systems: Improving Reliability and Making Things Cheaper to Run - James Linsell-Fraser, Senior Architect, IBM 14:00 – 16:00 Case Study: Higher Education as a Service System

3. Higher Education as a Service System What are education service system entities? What typical resources do they configure? What are the service value propositions for teaching, research and knowledge transfer activities? What are the value propositions from the provider and customer perspectives? Static and dynamic aspects of value propositions? How would you define service quality within an education service system for teaching, research and knowledge transfer activities? What is the balance between service quality and quality of teaching/research/knowledge transfer as a service? What is the relationship of issues such as student satisfaction, positive word of mouth, employability, university rankings, etc in relation to service quality?