24. IBM 的腳步
“Instrumented, Interconnected, Intelligent – Let‟s build a Smarter Planet.” – IBM
“If we are going to build a smarter planet, let‟s start by building smarter cities” –
CityForward.org
“Universities are major employers in cities and key to urban sustainability.” –
Coalition of USU
“Cities learning from cities learning from cities.” – Fundacion Metropoli
“The future is already here… It is just not evenly distributed.” – Gibson
“The best way to predict the future is to create/invent it.” – Moliere/Kay
“Real-world problems may not respect discipline boundaries.” – Popper
“Today‟s problems may come from yesterday‟s solutions.” – Senge
“History is a race between education and catastrophe.” – H.G. Wells
Dr. James (“Jim”) C. Spohrer
“The future is born in universities.” – Kurilov For: AMA ServSIG
“Think global, act local.” – Geddes June 18, 2010
24
32. What‟s SSME DISCIPLINE?
Legitimizing SSME in academia: SSME-let‟s not forget about customers and revenue
什 Critical considerations and Psychology of the experience: the missing link in
服
essential actions service science
麼 務
Holistic trinity of services Challenges of industrial service business
是 sciences: management, social, development 科
服 and engineering sciences Art of service: Drawing the arts to inform service 學
design and specification
務 SSME, operations research and 是
Service Science, Management and Engineering: A
科 education way of Managing Sociotechnical Systems 什
學 A designer‟s view of SSME The service-dominant mindset 麼
An Integrated Approach to service innovation
A Research based educational initiative: the
institute for international services innovation at
trinity college Dublin 服
Actionable Process theories: A unique Selling 務
Proposition for a science of services
Quality system management and education in 科
歸類為三個面向
service environments
A service Logic for Service Science
學
的
Defining the Research Agenda: Technology
Management as a Contributor to Service 特
Sciences, Management and Engineering 徵
32
43. 投入服務科學的學校
歐洲 SDA Bocconi, Italy
University of Pavia, Italy
University of Crete, Greece
University of Porto, Portugal
Universiteit Van Amsterdam, Netherlands
美國 Council of Graduate Schools
Michigan Technological University
NC State University
Virginia Tech
Florida A&M University
Pace University
Rochester Institute of Technology
Carnegie Mellon University
Massachusetts Institute of Technology
中國 Bejing Tsinghua University
Harbin Institute of Technology
IBM, 2007
43
44. 教學課程的分類
課程概念的討論
新的課程計畫
暨有計畫加入服務的概念
各學校在服務科學上的規劃
Service Management
Service Systems Engineering
SSME
ICT 整合服務
44
47. 密西根理工技術學院
for Service Systems Engineering
在2003年9月，密西根理工大學承接了有美國國家
科學基金會的制定服務系統工程(SSE)課程的系所
改革計畫，旨在幫助行業的領導者。
密西根理工大學採用德菲的方式去建構SSE的課
程，過程中用採用了8個主要服務行業專家進行意
見的回饋，共計有1)大學 2)健康照護服務 3)銀
行、保險和法律諮商服務 4)技術和工程服務 5)航
運和運輸 6)消費和零售服務 7)公共事業和通訊 8)
社區服務。
47
48. 密西根理工技術學院 cont.
Category Characteristics
Analysis Skills Problem Solving、Economic Decision Analysis、Risk
Analysis、Cost Estimating、Probability & Statistics
Interpersonal Issues Professional Responsibility、Verbal Skills、Leadership、
Technical Writing、Facilitator Skills、Team Building
Business Management Project Costing、Business Planning、Change
Management
Service Processes Performance Measurement、Flowcharting、Work Task
Breakdown
Operation of Service Systems Process Evaluation & Improvement、Quality
Improvement、Customer Relations、Risk Management
Management of Service Systems Scheduling、Budgeting、MIS
48
49. 北卡羅來納州立大學
for SSME with IBM
北卡羅來納州立大學設立了兩個學程去連接技術和管理。在
工學院中加入服務工程並專注於電腦網絡，在管理學院中加
入服務管理在MBA的課程中
五個課程結合現有的課程去制定新的課程方向
服務管理：提供服務管理概述從綜合的角度重點在客戶滿意度
流程分析與設計：提供學生業務流程管理知識和技能
組織文化：提供工具、知識和第一次經驗去了解以服務導向的
組織的文化價值
資訊服務系統的架構和設計：利用高效率的網絡服務去提供客
戶在生產力、可用性、電力和利益的客戶服務要求
網絡服務和系統的設計與性能評估：透過高速通信網絡，並利
用定量、性評的評估方法去設計出以服務驅動的網路系統
49
50. 弗吉尼亞理工大學
Service Science to the College of
Business
建立決策支持系統（DSS）、業務管理（OM）在
商學院中。課程內容需求主要是來自產業，特別是
從僱用我們的學生的公司
以促進服務質量和創新(SQI)加到一個日益重要的
研究領域。我們也期待與各媒部門提供給學生選修
此作為一項後續行動，他們的介紹服務的過程中，
以改正服務業務被學生視為一個缺促嚴謹和不受歡
迎的認知。
在MBA課程中，包括3個與服務科學相關的課程客
戶關係 管理、流程分析與設計與服務創新
50
51. 北京清華大學
for Service Science and Technology
透過問卷的方式去確定中國對於服務課程需求，共
訪問了156個政府單位、278間企業，共涵蓋了26
個省和4個自治區。
服務科學的主要的原則為“以資訊科學與技術為基
礎，並結合管理”
研究室與IBM合作，進行 IT service 的研究做為服
務科學的起點
開設服務科學與技術中心，以 IT 技術為主，但鼓
勵同學去選修管理學院的課程。
51
59. 如何處理服務科學的問題
透過 How to Solve it? 的方法 (Poly)
問題的理解
了解服務科面臨的問題
Integrating Services ≈ Composition of Large Programs and Applications
制定計畫
透過對於軟體演化、系統的演化和驗證演化與服務的關係，再來
制訂計畫
執行計畫
回顧
成果的衡量、客戶導向的服務的品質、經濟的價值
59
60. 以人才為基礎的資訊支援服務系統設計
決定基礎的類別
人、組織、技能、計畫、次群體
決定各類別的內容，透過問題導向的方式
人 組織
1. What skills does a person have? 1. What are the groups within the organization?
2. What options exist to add a particular skill to 2. What individuals are within a given group?
a person? 3. What are the hierarchical relationships between
3. What is the probability that this person will subgroups in the group?
leave within the next year? 4. What groups and subgroups does as individual
4. What is the cost/hour for this person? belong to?
5. What is the revenue/hour for this person in 5. How are groups and subgroups defined by
each of their qualified skill sets? geography?
6. How long would it take and how much would 6. For a given engagement, what groups provide the
it cost to train a particular C++ necessary skill sets and are also
programmer to become a Java programmer? “closest”?
60
84. 2010-2015
The World Goes Online
Devices: Smart phones, $100 PCs,
Web 2.0/3.0, wall monitors/TVs,
digital convergence
Infrastructure: Faster BB and
wireless, utility/cloud computing,
intelligent networks, GPS,
language translation, speech
recognition, etc.
E-Commerce E-businesses
reaches 30% take-off adoption
levels
Global Brain: Half the world joins
the Internet
Next 35 yr Upcycle: About 2015 -
2050 Source: W. Halal 2008
84
85. Forecast: Job Titles of Tomorrow
Most new jobs will come in problem areas ripe for
fresh solutions, e.g.,
1. the Older Person businesses,
2. the Alternative Energy businesses,
3. the Wellness businesses,
4. the Creativity Promotion businesses,
5. the Travel and Tourism businesses, and,
6. Nanotechnology.
Source: James Canton, The Extreme Future. 2006.
P.109
85
86. Top Jobs by 2020
Artists, Writers, Poets
Global Headhunters
Knowledge Management Advisors
Nano-Bio Entrepreneurs
On-Demand Supply-Chain Designers
86
89. The Three Great Transport
Revolutions
1800’s Steamship and Railway Transport Goods
1900’s Automobile and Airplane Transport People
2000’s Communications Technology Transport Knowledge
89
