3. Today’s Talk
• IBM: Smart Analytics (5 V’s) for Smarter Planet
• ISSIP: Service Innovation & T-shaped professionals
Volume
Velocity
Variety
Veracity*
Data at Rest
Data in Motion
Data in Many
Forms
Data in Doubt
Terabytes to exabytes
of existing data to
process
Streaming data,
milliseconds to seconds
to respond
Structured,
unstructured, text,
multimedia
Uncertainty due to
data inconsistency
& incompleteness,
ambiguities, latency,
deception, model
approximations
6. Smarter Planet = Smarter Service Systems
Data Science + Urban Science + Service Science = Smarter Planet
INSTRUMENTED
INTERCONNECTED
INTELLIGENT
We now have the ability to
measure, sense and see
the exact condition of
practically everything.
People, systems and objects
can communicate and
interact with each other in
entirely new ways.
We can respond to changes
quickly and accurately,
and get better results
by predicting and optimizing
for future events.
IT NETWORKS
PRODUCTS
WORKFORCE
6
SUPPLY CHAIN
COMMUNICATIONS
TRANSPORTATION
BUILDINGS
7. Growth of Service System Data:
Need for Next Generation Professionals
7
8. Welcome to the new age of
platform technologies and
smarter service systems
for every sector of
business and society
nested, networks systems
9. National Science Foundation
A feature of a service system is the
participation and cooperation of the customer
in the service and its delivery. A service system
then requires an integration of knowledge and
technologies from a range of disciplines, often
including engineering, computer science, social
science, behavioral science, and cognitive
science, paired with market knowledge to
increase its social benefit.
10. Next Generation:
T-Shaped Adaptive Innovators
Many disciplines
Many sectors
Many regions/cultures
(understanding & communications)
Deep in one region/culture
Deep in one sector
Deep in one discipline
11. Why ISSIP? T-shapes for
Teamwork
BREADTH
DEPTH
• Our world is becoming more
interconnected and complex
• Yet most organizations
operate is silos
• Most professional
organizations do a great job
of focusing on one
discipline, function, or
industry sector
ISSIP is a professional society designed
to focus on the interconnected nature
of value co-creation for smart service
systems (tech, biz, social, etc.)
T-Shape
professionals can
innovate across
traditional
boundaries
12. Service Systems Fundamental Abstraction of Service Science:
ISSIP portal to Disciplines (23), Professional Associations (39), Journals (20), Conferences (31), Workshops (7)
Discipline
Association
Marketing
AMA
Operations Research
INFORMS
Information
Systems
AIS
Computer Science
and Engineering
ACM, IEEE
Human Factors
AHFE
Operations
Management
POMS
Systems Science
ISSS
Design
SDN
Systems Engineering
IIE
…
…
Serviceology
SfS
(SSME+DAPP)
ISSIP
IBM SSME Centennial Icon of Progress
13. ISSIP Ambassadors
•
More than 15 Ambassadors
and growing…
•
Link ISSIP to other
professional associations,
research centers, conferences,
etc.
•
Help ISSIP co-sponsor
activities in other conferences
more...
http://www.issip.org/learningcenter/valuen
twork/
14. The Well-Read Service Scientist
(The top 300 papers – together over 100,000 citations)
• http://service-science.info/archives/2708
15. Service-Dominant Logic
Prof. Stephen VARGO
Prof. Robert LUSCH
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a
new dominant logic for marketing. Journal of
marketing, 1-17. (Oct. 2013, ~4500 citations)
Claude Frédéric Bastiat
David Ricardo
Colin Clark
Richard Normann
John Riordan
16. Service Thinking
Saperstein & Hastings: Book, Course, ISSIP Certificate
All value is co-created
Service systems we live and work in
Componentized business architecture
Global-mobile-social scalable platforms
Run-Transform-Innovate
Multi-sided metrics
CVC Group, LLC
16
22. By 2020, 35 Zettabytes per year
• What’s big today will look small in a decade
2 Billion Internet users in 2011
Google processes
By 2013, annual internet traffic
will reach 667 Exabytes
in a single day
Facebook processes
10 Terabytes of data every
day
The Hadron Collider at CERN
generates 40 Terabytes
of data / sec
> 24 Petabytes of data
Twitter processes
7 Terabytes of data every day
250,000,000 tweets
For every session, NY Stock
Exchange captures 1 Terabyte
of trade information
23. “Order of Magnitude” Observation:
Modeling Holistic Service Systems
Level
AKA
~No. People
~No. Entities
Example
0. Individual
Person
1
10,000,000,000
Jim
1. Family
Household
10
1,000,000,000
Spohrer’s
2.Neighborhood
Street
100
100,000,000
Kensington
3. Community
Block
1000
10,000,000
Bird Land
4. Urban-Zone
District
10,000
1,000,000
SC Unified
5. Urban-Center
City
100,0000
100,000
Santa Clara
6.Metro-Region
County
1,000,000
10,000
SC County
7. State
Province
10,000,000
1,000
CA
8. Nation
Country
100,000,000
100
USA
9. Continent
Union
1,000,000,000
10
NAFTA
10. Planet
World
10,000,000,000
1
UN
23
Hinweis der Redaktion
Big Data in business has grown over 60 years from ~10MB to 100PB or a billion times :MB -> GB -> TB –> PB All that Big Data from 1950 can easily be handled by one person’s smart phoneService science is now taught in over 500 universities that we know of and probably at least 2x more that we don’t know about…The number of service science conferences and service science related journals has also expanded
Individuals with smartphonesDrivers in driveless carsHome owners in smart rooms in their smart housesOccupants of smart buildings, sometimes 30 story smart buildings built in just 15 daysPatients, doctors, and nurses in smart hospitals and operating roomsTechnicians monitoring multiples aspects of from a smarter city intelligent operations centersSmall retail businesses taking credit card purchses on their smart phones
There is a conference nearly every week, and approx. ten publication every day…Service Science Knowledge Environmenthttp://sske.cloud.upb.ro/sskemw/index.php/Main_Page
Bastiat: Economic HarmoniesRicardo: Principles of Political Economy and TaxationClark: Conditions of Economic ProgressRiordan: Stochastic Service Systems
Multilevel nested, networked holistic service systems (HSS) that provision whole service (WS) to the people inside them. WS includes flows (transportation, water, food, energy, communications), development (buildings, retail, finance, health, education), and governance (city, state, nation). What are the largest and smallest service system entities that have the problem of interconnected systems?Holistic Service Systems like nations, states, cities, and universities – are all system of systems dealing with flows, development, and governance.=============\Nations (~100)States/Provinces (~1000)Cities/Regions (~10,000)Educational Institutions (~100,000)Healthcare Institutions (~100,000)Other Enterprises (~10,000,000)Largest 2000>50% GDP WWFamilies/Households (~1B)Persons (~10B)Balance/ImproveQuality of Life, generation after generationGDP/CapitaQuality of ServiceCustomer ExperienceQuality of JobsEmployee ExperienceQuality of Investment-OpportunitiesOwner ExperienceEntrepreneurial ExperienceSustainabilityGDP/Energy-Unit% Fossil% RenewableGDP/Mass-Unit% New Inputs% Recycled Inputs