Service Science The Elephant and the Blind Men

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

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

Jalāl ad-Dīn Muḥammad Rūmī

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______” Service System OR/IE MS Economics & Law CS/AI Multiagent Systems Game Theory MIS Anthropology & Psychology Organization Theory

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

http: //www. ibm. com/university/ssme

“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 (the whole) Service Science ? ? ?

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

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

The Story of the Four Travellers

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

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

ENGINEERING SOCIAL SCIENCE BUSINESS …. .

ENGINEERING SSME: SOCIAL SCIENCE BUSINESS …. .

The Story of the Tattoo

MAM AAA MA! N RGH O OO

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

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

Work Experience Higher Education ?

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

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

Any questions? Please ask Jim