Using my own experiences in collaborating to develop a
research and educational program in the service sector over the last two
decades, some of the key issues in the Service Sector will be discussed.
Hopefully, this will highlight some fundamentals of what we have learned and
where the field is now poised, especially from the standpoint of the role of
technology and its management. The global economy and the implications of
the burgeoning service sector component will also be emphasized along with
the growing focus on “Service Innovation” by the academic and industrial
community.
Dr.
Daniel Berg received his B.S. in Chemistry and Physics from the City College
of New York (C.C.N.Y.) and his M.S. and Ph.D. in Physical Chemistry from
Yale. He was employed by Westinghouse Electric in a variety of
technical/managerial positions, including Technical Director. He was dean
and provost at Carnegie Mellon University (C.M.U.) as well as provost and
president at Rensselaer Polytechnic Institute (RPI), where he is Institute
Professor of Science and Technology. He is director of RPI’s Center for
Services Research and Education. He is a Life Fellow of the Institute of
Electrical and Electronic Engineers, a Fellow of INFORMS, and a Fellow of
the American Association for the Advancement of Science. He is a member of
the National Academy of Engineering. He serves as the American Editor of the
International Journal of Services Technology and Management. 
Innovation is not an option for today’s industry.
For the past decade, globalization and transformation of the flat-world
economy has produced vast new challenges for industry. Innovation is not
just about new product development; it also refers to the creation of
new value-added services to transform better productivity and business
performance. As the practice of product design has expanded both in
economic and social impact and in technological complexity, so has the
demands upon innovative service systems. For example, GE Medical changed
its name to GE Healthcare Technologies to expand its business
opportunities. Companies such as IBM and Xerox are also transforming to
be smart service business leaders. Industry needs to learn how to
develop niche expertise with value-added innovation to compete globally.
This presentation introduces the strategies and emerging technologies
for product service business innovation. Examples (including iPod, GE
Healthcare, John Deere, Otis Elevator, GM OnStar, etc.) will be given to
illustrate how to formulate “gaps” between product and customer needs
using innovation matrix and the right thinking mechanisms. In addition,
an Industry/University Cooperative Research Center Model as well as its
operations in an academic environment will be discussed.
Dr.
Jay Lee is Ohio Eminent Scholar and L.W. Scott Alter Chair Professor at
the University of Cincinnati and is founding director of the National
Science Foundation (NSF) Industry/University Cooperative Research Center
(I/UCRC) on Intelligent Maintenance Systems (IMS) (www.imscenter.net),
which is a multi-campus NSF Center of Excellence between the University
of Cincinnati (lead institution), the University of Michigan, and the
University of Missouri-Rolla in partnerships with over 35 global
companies including P&G, Toyota, GE Aviation, Boeing, AMD, Caterpillar,
Siemens, DaimlerChrysler, Festo, Harley-Davidson, Honeywell, ITRI
(Taiwan), Komatsu, Omron, Samsung, Toshiba, Bosch, Parker Hannifin,
BorgWarner, Spirit Aerosystems, and McKinsey & Company. His current
research focuses on smart prognostics technologies for predictive
maintenance, self-maintenance systems and innovative service business
model studies.
He also serves as honorary professor and visiting professor for a number
of institutions, including Cranfield University in the UK, Lulea
University of Technology in Sweden, Shanghai Jiao Tong University,
University of Manchester, City University of Hong Kong, and Hong Kong
PolyU.
Previously, he held a position as Wisconsin Distinguished Professor and
Rockwell Automation Professor at the University of Wisconsin-Milwaukee.
Prior to joining UWM, he served as Director for Product Development and
Manufacturing Department at United Technologies Research Center (UTRC),
East Hartford, Connecticut, as well as Program Directors for a number of
programs at NSF during 1991-1998, including the Engineering Research
Centers (ERCs) Program, the Industry/University Cooperative Research
Centers (I/UCRCs) Program, and the Division of Design, Manufacture, and
Industrial Innovation.
Currently, he serves as advisor and board member to many global
organizations, including Industrial Technology Research Institute (ITRI)
in Taiwan, Japan Productivity Center (JPC), Academy of Machinery Science
& Technology in China, and InnoLab of Shanghai, China. In addition, he
serves as editor and associate editor for a number of journals including
IEEE Transaction on Industrial Informatics, International Journal on
Asset Engineering and Management, International Journal on Service
Operations and Informatics, and Tsinghua Science & Technology Journal.
He has delivered numerous invited lectures and speeches, including over
120 invited keynote and plenary speeches at major international
conferences.
Dr. Lee received the Milwaukee Mayor Technology Award in 2003 and was a
recipient of the SME Outstanding Young Manufacturing Engineering Award
in 1992. He is also a Fellow of ASME and SME.
The talk examines the evolution of Technology
Foresight (TF) from its roots in World War II to 1970, then the impact
of the information technology era on TF, and finally some possible
effects of the follow-on molecular (nano/bio) technology era. Of
particular interest are the insights gained from complexity science,
technology mining, computer modeling of complex adaptive systems as well
as the generation of scenarios, and the use of multiple perspectives to
bridge the gap between modeling and the real world.
Dr.
Harold A. Linstone earned his M.A. and Ph.D. degrees in Mathematics from
Columbia University and the University of Southern California,
respectively. He now holds the rank of University Professor
Emeritus of Systems Science at Portland State University, Portland,
Oregon, USA. From 1970 to 1977 he served as director of its Systems
Science Ph.D. Program. His 22 years of industrial experience
include positions at Hughes Aircraft Company and Lockheed Corporation,
where he was Associate Director of Corporate Planning—Systems Analysis.
He has been a visiting professor at the University of Rome, the
University of Washington, and Kiel University. In 1993-94 he served as
president of the International Society for the Systems Sciences, and in
2003 he won the World Future Society’s Distinguished Service Award.
Dr. Linstone is editor-in-chief of the professional journal
Technological Forecasting and Social Change, which he founded in 1969,
and which is now in its 38th year. He is author or co-author of
the books The Delphi Method (1975), Futures Research: New Directions
(1976), Technological Substitution (1977), Multiple Perspectives for
Decision Making (1984), The Unbounded Mind (1993), The Challenge of the
21st Century (1994), and Decision Making for Technology Executives
(1999).
A possible model and mechanisms for better
industry-academia collaboration will be discussed, in which strong
interactions between researchers/engineers from industry and from
academia will stimulate each other as well as build complimentary
relationships, which are critically important. The nature of nanoscale
science and engineering in the nanotechnology era, which is defined as
“multi-disciplinary cross fertilization and incubation of new ideas and
applications,” will force us to invent a new model of collaborations.
Dr.
Yoshio Nishi is Director of Research of the Stanford Center for
Integrated Systems, Director of the Stanford Nanofabrication Facility,
and a Research Professor in the Department of Electrical Engineering at
Stanford University.
He received his B.S. degree in metallurgy from Waseda University in 1962
and his Ph.D. degree in electronics engineering from the University of
Tokyo in 1973. In 1962 he joined Toshiba Corporation, where he worked on
silicon process research and development. From 1968 to 1969 he was a
visiting Research Associate at the Stanford Electronics Laboratories,
working on high-field transport in semiconductors and materials
characterization of GaAs. In 1969 he returned to Toshiba and supervised
the nonvolatile memory R&D activity, working on the development of the
world's first MNOS nonvolatile static memories. In 1976 he was
responsible for theoretical and experimental studies of short-channel
MOSFETs in the MITI VLSI project, as well as management of the SOS
technology group at Toshiba, developing the 16bitSOS processor for
medical information processing. In 1979 he directed work on VLSI process
technology R&D for both memory and logic VLSI, where his team developed
the world’s first 1Mbit CMOS DRAM, 256kbit CMOS SRAM and 1M/4Mbit
EEPROM, predecessor of Flash memory, which led Toshiba to become the
leading manufacturer of DRAM and EEPROM in that era.
In 1986 Dr. Nishi joined HP Labs as Director of the Silicon Process
Laboratory, where he led the team to build HP's first converged CMOS
technology at 0.8 micron geometry used in HP RISC Processor, PA-RISC
chip sets. In 1994 he established and became Director of the ULSI
Research Laboratory. Dr. Nishi joined Texas Instruments in 1995 as Vice
President and Director of Research and Development for the Semiconductor
Group. In 1996, he was appointed Senior VP, responsible for R&D
activities for digital signal processing solutions, semiconductor
processes and devices, memory, as well as components and materials. His
contributions throughout his tenure in industry cover not only
leading-edge technology development, but also an R&D model and strategy
for consecutive developments of technologies of multiple nodes with
co-located R&D and manufacturing with two staggering teams and broad
deployment of “precompetitive collaboration and benchmarking,” which is
now commonly accepted world-wide.
In 2002 Dr. Nishi joined Stanford University as a faculty member in
Electrical Engineering, and, by courtesy, in Material Science and
Engineering. His research and teaching interest at Stanford covers
nanoelectronic materials and devices such as metal gate/high k/high
mobility channel MISFETs, resistance change nonvolatile memory,
nanowires and nanotube-based devices with his Ph.D. students. He
serves several companies as either board member or technical advisory
board member, and he is also guest professor of several universities
such as Tsinghua University and Peking University.
Professor Nishi has published over 200 papers in international
technical journals and conferences and has co-authored 12 books. He has
been awarded more than 50 patents in the U.S. and Japan. He is a Fellow
of the IEEE, and he is a member of the Japan Society of Applied Physics;
Institute of Electronics, Communication Engineers of Japan; and the
Electrochemical Society. He received the IECE Japan Award in 1972, and
IR100 awards in 1982 and 1986 for nonvolatile memory productization. In
1995, he received the IEEE Jack A. Morton Award. He is also the 2002
Robert Noyce Medal recipient.
The U.S. economy, along with the rest of the
developed world, has increased its economic activity through the
dramatic growth of the service sector. Over 80% of the U.S. labor force
now works in the service sector, which accounts for 4.2 trillion dollars
out of a total of 7.4 trillion dollars of personal expenditures.
Research in manufacturing technologies has enabled gains in
manufacturing efficiency and productivity, keeping the U.S.
manufacturing sector of the economy competitive in a global marketplace.
The Service Enterprise Engineering program is engaging the engineering
community in basic research to understand the needs, and synthesize new
designs, of service enterprises so that the U.S. can continue to be
competitive in the sector of the economy and deliver high quality
services both for domestic consumption and export.
Dr. Realff will highlight some of the recent research areas that have
been the focus of activity in service engineering research and give his
perspective on the challenges that are to be faced. He will give his
perspective on the challenges of systematizing services and fostering
innovation in the service industry.
Note: Any opinion, findings, and conclusions or recommendations
expressed in this talk are those of the author and do not necessarily
reflect the views of the National Science Foundation.
Dr Matthew J Realff is an Associate Professor of
Chemical and Biomolecular Engineering at Georgia Tech, and the David I.
L. Wang Faculty Fellow. He has been at Georgia Tech since 1993,
after completing his Ph.D. in chemical engineering at MIT and a visiting
scientist position at Imperial College London. As of September
2005, he is on leave from Georgia Tech at the National Science
Foundation as Program Officer within the Division of Manufacturing
Innovation responsible for the Service Enterprise Engineering program
and cross-cutting activities in Environmental Benign Design and
Manufacturing.
The convergence of nanotechnology, modern biology,
the digital revolution and cognitive sciences will bring about
tremendous improvements in transformative tools, generate new products
and services, enable opportunities to meet and enhance human potential
and social achievements, and in time reshape societal relationships.
After an outline of the technological opportunities, the presentation
will discuss the progress made in governance of such converging,
emerging technologies and suggests possibilities for a global approach.
It is suggested creating a multidisciplinary forum or a consultative
coordinating group with members from various countries in order to start
establishing a plan for governance of converging, emerging technologies.
The proposed framework for governance of converging technologies calls
for four key functions: supporting the transformative impact of the new
technologies; advancing responsible development that includes health,
safety and ethical concerns; encouraging national and global
partnerships; and establishing commitments to long-term planning and
investments centered on human development. Several possibilities
for improving the governance of converging technologies in the global
self-regulating ecosystem are recommended: using open-source and
incentive-based models, establishing corresponding science and
engineering platforms, empowering the stakeholders and promoting
partnerships among them, implementing long-term planning that includes
international perspectives, and instituting voluntary and science-based
measures for risk management.
Dr.
Mihail C. Roco is the Senior Advisor for Nanotechnology at the National
Science Foundation (NSF) and a key architect of the National
Nanotechnology Initiative. Dr. Roco is the founding chair of
the U.S. National Science and Technology Council’s subcommittee on
Nanoscale Science, Engineering and Technology (NSET), and leads
the Nanotechnology Group of the International Risk Governance
Council. He also coordinated the programs on academic liaison with
industry (GOALI). Prior to joining the NSF, he was Professor of
Mechanical Engineering at the University of Kentucky (1981-1995) and
held visiting professorships at the California Institute of Technology
(1988-89), Johns Hopkins University (1993-1995), Tohoku University
(1989), and Delft University of Technology (1997-98).
Dr. Roco is credited with 13 patents and has contributed over 200
articles and 15 books, including Nanotechnology: Societal Implications -
Maximizing Benefits to Humanity (Springer Science, November 2006),
significantly advancing the body of literature in the field.
Dr. Roco coordinated the preparation of the U.S. National Science and
Technology Council (NSTC) reports on "Nanotechnology Research
Directions" (NSTC, 1999) and the "National Nanotechnology Initiative"
(NSTC, 2000). Under his stewardship, the nanotechnology federal
investment has increased from about $3 million in 1991 at NSF to $1.3
billion in 2005/2006. His research included experimental and
simulation methods to investigate nanosystems. Dr. Roco was
a researcher in multiphase systems, visualization techniques, computer
simulations, and nanoparticles in the 1980s as a professor at the
University of Kentucky. In 1991 he initiated the first federal
government program with a focus on nanoscale science and engineering (on
Synthesis and Processing of Nanoparticles at NSF in 1991). He formally
proposed NNI in a presentation at the White House/OSTP, Committee on
Technology, on March 11, 1999. Since 2002 he prepared a series of four
volumes related to development and management of new technologies,
beginning with Converging Technologies for Improving Human Performance
in collaboration with W.S. Bainbridge.
Dr. Roco is a Correspondent Member of the Swiss Academy of Engineering
Sciences, and a Fellow of ASME, of AIChE, and of the Institute of
Physics. Forbes magazine recognized him in 2003 as first among
“Nanotechnology’s Power Brokers,” and Scientific American named him one
of 2004’s top 50 Technology Leaders. In 2005, he received the
AIChE Forum award “for leadership and service to the national science
and engineering community through initiating and bringing to fruition
the National Nanotechnology Initiative.” He is the editor of
several journals, including the Journal of Nanoparticle Research. He was
honored as recipient of the Carl Duisberg Award in Germany, “Burgers
Professorship Award” in the Netherlands and the “University Research
Professorship” award in the U.S. Dr. Roco is a member of several
honorary boards and was elected Engineer of the Year by the U.S. Society
of Professional Engineers and NSF in 1999 and again in 2004.
In recent years, a technical level of IT has been
heading toward its maturity, and many convergences have taken place
among different IT technologies such as computation, communication,
consumer & entertainment electronics, and content of digital information
& broadcasting. These convergences have formed many new functions for
the cell phone, TV, PC, etc. As the technical advancement of BT and NT
has recently been making a good inroad, a convergence of IT, BT and NT
is on its course to create many unprecedented applications. The
well-advanced IT provides a function of input and output interfaces,
algorithms and networks, the NT provides new capabilities in a quantum
level of material manipulations (bottom up) and nano-electronics (top
down), and the BT provides many new understandings of genes and diseases
for plants, animals and humans. A combination of IT and NT will provide
tools and materials for a much better understanding of BT, and a
convergence of these three technologies will definitely provide many
possibilities to enrich human lives (e.g., understanding how the human
brain works to prevent brain related neural diseases).
Dr. Shin will review the status and progress of these three technologies
and their future markets with two examples for the convergence
technology: the biochip and the ubiquitous health. Both are examples of
convergence technologies that presently are in a process of being
incubated by many venture companies and some MNC’s. Dr. Shin will
provide some details of the new technology and the associated business
possibilities of these two new industries. Assuming that the needed
technical and market breakthroughs will be accomplished in time, a
market for a combination of both the biochips of micro array genechip
and the proteinchip will likely grow to a vicinity of a one hundred
billion dollar market in its maturity (from the present half billion
dollar market). When a social ecosystem will be in place for ubiquitous
connections in the health industry, it will extensively revolutionize
the present four trillion dollar health industry, and change human
lifestyles extensively. Just as the hardware, software, semiconductors,
computers and internet technology of IT have created new wealth and many
billionaires, these convergence technologies will undoubtedly produce
many new industries and new billionaires as well.
Dr. Shin will address some of the major managerial concerns for the
convergence business in terms of disparities between these three
technologies, and business executives’ social responsibilities; IT
business is applicable to a technology business model, while BT is
applicable to a science business model. Since these technical and
business progresses will affect all the aspects of human life for a
healthier and longer life span, the leaders of the society need to
provide proactive measures for the benefit of the society, and to
minimize possibilities of wrongful and unethical usage of these new
technologies and businesses.
In conclusion, Dr. Shin will provide some recommendations that he sees
pertinent for educators, business executives and government officers at
this point. However, managerial responsibilities need to be continually
updated as this convergence technology and business progress.
Dr.
Yong-In S. Shin is an Executive Vice President of Samsung Electronics in
Korea. He has been in charge of new business development focusing mostly
on disruptive technologies and innovations, and has incubated a few new
businesses including an IT/BT/NT convergence business and an
energy-related business. Prior to joining Samsung Electronics, he was a
Senior Manager for Intel Corporation in the USA, where he was in charge
of a research project for the PC usage model development, a CRM program
for the IT division, and a new circuit technology development of the P4
microprocessor. He was a technical marketing manager for Philips
Corporation in the Netherlands, where he managed a technical support
program, and developed support processes and methods for European and
Asian sales organizations. He also worked for Signetics Company in the
USA as an engineering manager.
Dr. Shin has been an invited professor at Seoul National University, an
adjunct professor for Portland State University, and Oregon Health &
Science University for techno MBA and Ph.D. students. He is an ITPP
fellow for Seoul National University, a recipient of the Presidential
Award from Hanbat University, an inductee to Omega Rho by Portland State
University, a recipient of the Intel Division Award, and a Patent of the
Year Award winner from Signetics and Philips. He holds a number of
patents and has published many articles for both fields of management
and integrated circuit design engineering.
He has a doctorate degree in Economics and Business Administration from
Erasmus University Rotterdam, The Netherlands; and master’s and
bachelor’s degrees in Electrical Engineering from Brigham Young
University, USA.
Service Science, Management, and Engineering (SSME)
is a frontier field, defined as the application of scientific,
management, and engineering competencies that one organization (“service
provider”) beneficially performs for and with another ("service client
or customer") to coproduce value. Value creating
service systems now span the globe. New business and information
services are both output from and input to the growth of the knowledge
economy. Business services unbundle and rebundle knowledge
on-demand into offerings ranging from tell me (help desk and call
centers), to enable me (e-commerce and application hosting in data
centers), to do it for me (outsourcing business processes, information
integration, and IT operations), not to mention field service, front
stage customer service centers, and back stage service operations
centers.
SSME, also known as “service science,” is the study of the design and
evolution of service systems or “value creating systems.” Service
systems are value coproduction configurations of people, technology,
value propositions connecting internal and external service systems, and
shared information (languages, laws, measures, etc.). To better
understand the design and evolution of service systems – especially
measures of service productivity, quality, compliance, innovation, and
learning curves - IBM has been collaborating with academic, industry,
government, and foundation partners around the world since 2002.
The focus on service systems and interdisciplinary approaches to
understanding their design and evolution is of great economic relevance
and scientific interest. First, the economies of most developed
countries are dominated by services (70% of the labor, GDP, etc.).
China, in its 2006-2011 Five-Year Plan, has made the "transition to a
modern service economy" a national priority, and India is well along on
this path as well. Second, even traditional manufacturing companies such
as GE (70% services revenue) and IBM (50% services revenue) need to add
high values services to grow their businesses. Third, information
services and business services are two of the fastest growing segments
of the service economy. The growth of B2B and B2C web services, service
oriented architectures, and self-service systems suggests a strong
relationship between SSME and the more established discipline of
computer science.
The goal of SSME is to encourage research aimed at solving unique
problems of service businesses and society, and to encourage development
of courses and programs aimed at producing graduates who are ready to
innovate in the service sector, particularly in areas of high skill,
high value, IT-enabled, knowledge-intensive business services.
Dr.
Jim Spohrer is the Director of Almaden Services Research, with the
mission of creating and deploying service innovations that matter and
scale well both internally to transform IBM and externally to transform
IBM client capabilities ("double win" service innovations).
Service system innovation is a multidisciplinary endeavor, integrating
technology, business model, social-organizational and demand innovations
(just think about the ubiquity of credit cards, and what it took to make
that service system innovation global; also, too often, people focus on
the invention of the light bulb, and forget about the service system
innovations required to make that point technology innovation beneficial
to so many).
Prior to joining IBM, Dr. Spohrer was at Apple Computer, attaining the
role of Distinguished Scientist, Engineer, and Technologist (DEST) for
his pioneering work on intelligent multimedia learning systems, next
generation authoring tools, on-line learning communities, and augmented
reality learning systems. He has published in the areas of speech
recognition, artificial intelligence, empirical studies of programmers,
next generation learning systems, and service science. He graduated with
a Ph.D. in Computer Science from Yale University (specializing in
Artificial Intelligence and Cognitive Science) in 1989 and a B.S. in
Physics from MIT in 1978.
The European Commission is prepared to spend over €
9 billion in research on information and communications technologies
(ICT) in the next seven years. ICT is the largest single research area
within Europe's 7th
Framework Programme for research and development, accounting for 18% of
the total Community budget. The ICT research work programme for
2007-2008 aims to raise European research performance and help keep
Europe's ICT sector at the forefront of technology developments and
advanced ICT use. The work programme focuses on key areas where Europe
has competitive advantages and established strengths: communications,
electronics and photonics, and software systems and architecture. It
also aims to ensure that ICT research will benefit not only the European
economy but also society by improving everyday life in areas such as
transport, energy efficiency and healthcare.
The European Technology Platforms active in ICT,
through their industry-led Strategic Research Agendas, have contributed
significantly to the focus of the new work programme. These platforms
aim to speed up innovation, in particular by building consensus around
technology development strategies. They are poles for attracting more
research investment and help transfer new technologies to the market.
Nine ICT European Technology Platforms have already been launched. Two
of them will provide the basis of Joint Technology Initiatives, in
which, for the first time ever, EU, Member State and industry funds will
be pooled in public-private research partnerships to boost European
cutting-edge research in areas such as nanoelectronics and embedded
systems – both vital areas for competitiveness in many end user
industries.
The paper will present recent activities to set up
Joint Technology Initiatives in Europe with the aim to structure R&D
efforts around focused technology objectives to achieve competitiveness
goals.
Rosalie
A. Zobel was born in England. She received a bachelor's degree in
physics from Nottingham University, UK, in 1964, and a PhD in radiation
physics from London University in 1967.
She started her career in the Information
Technology industry in ICL in 1967, and later held positions as a
systems engineer in CERN (Centre Européen pour la Recherche Nucléaire),
Geneva, Switzerland, the Atomic Energy Research Establishment, Harwell,
UK, and the Max-Planck Institut für Plasmaphysik, Garching, Germany. At
the latter she became operations manager of the first CRAY Supercomputer
centre in continental Europe.
In 1981 she moved to the USA and took up a position
in the AT&T Headquarters, Basking Ridge, USA. She held positions as
senior marketing manager for open systems software both for the USA and
international markets, and was responsible from 1983-1986 for the
international UNIX business. In 1986 she became senior marketing manager
for information technology products in AT&T Japan.
She returned to Europe in 1988 as Deputy Head of
Unit of the European Community's ESPRIT Business Systems unit. In 1991
she launched the initiative in Open Microprocessor systems (OMI). From
1995 she was the Head of unit "Business systems, multimedia and
microprocessor applications", and EU-coordinator of the G7 Pilot Project
"Global Marketplace for SMEs". From 1999-2002 she was Director of
“New Methods of Work and Electronic Commerce”. From 2003 she is
Director of "Components and Systems" in the Information Society and
Media Directorate-General of the European Commission.