Service Science The Elephant and the Blind Men, Whos Who Farhad Shafti – Umit Bititci – Robert Van Der Meer University of Strathclyde

Service science is just___________ OR/IE MS CS/AI Multiagent Systems Economics & Law Game Theory MIS Anthropology & Psychology Organization Theory Service System

Jal ā l ad-D ī n Mu ammad R ū m ī

Strathclyde Service Science Workshop – 9 th June 2008

3 Rumi Metaphoric Stories Questions/Research Agendas for Service Science (output of the Strathclyde Service Science Workshop)

Service science is just___________ OR/IE MS CS/AI Multiagent Systems Economics & Law Game Theory MIS Anthropology & Psychology Organization Theory Service System

What is it? Strathclyde Service Science Workshop – 9 th June 2008

By far the largest and best-established academic literature in service has emerged from service marketing. While the engineering/systems/operations viewpoint is a valuable one, and is an integral part of what SSME should be, its present dominance in the discussion threatens to make SSME much narrower than it ought to be. Rust, 2006 Service quality cannot be measured by low variability of service output; it is a personal affair, a matter of psychology. If this is perceived and knowledge of it pursued then Service Science has a far better chance of improving the quality and productivity of service provision Chase, 2006

Service (the whole) is just ___________ Service Science Service (the whole) ? ? ? ? ?

Perhaps more emphasis on the core concept rather than titles and definitions? Fore instance: Core concept is Collaboration

There is a new discipline It is called Service/s Science/s It means … It calls for collaboration We need to collaborate This means we should do the following …… This calls for a new discipline Any suggestions for the title? Current Perception of Audience What I think was intended

The Story of the Four Travellers

I want GRAPES No, ANGUR! Only UZUM or I will break your neck I hate grapes, I want ENAB

How to collaborate? Strathclyde Service Science Workshop – 9 th June 2008

Barriers to adoption in academia Discipline specific funding Greater development in certain fields Inflexible existing processes Vertically organised departments Discipline specific terminology Adapted from Davies 2008, Glushko 2008, Bitner 2006

ENGINEERINGSOCIAL SCIENCEBUSINESS …..

ENGINEERINGSOCIAL SCIENCEBUSINESS ….. SSME:

The Story of the Tattoo

AAARGH NOOOOO MAMMA!

T-Shaped People? Strathclyde Service Science Workshop – 9 th June 2008

100% Success 98% Success? Some times only a full success is the real success!

Higher Education Work Experience ?

What makes this even more complicated SSME? COLLABORATION T-SHAPED PEOPLE

"a new scientific truth does not triumph by convincing its opponents and making them see the light, but rather because its opponents eventually die, and a new generation grows up that is familiar with it. Max Planck

If each had a candle, all differences would have been resolved! The Rumi (Persian) version of the story Elephant and the dark room

Any questions? Please ask Jim