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Designing a service science discipline with discipline
Designing a service science discipline with discipline
R. J. Glushko
IBM SYSTEMS JOURNAL, VOL 47, NO 1, 2008
This paper relates our experiences at the University of California, Berkeley (UC Berkeley), designing a service science discipline. We wanted to design a discipline of service science in a principled and theoretically motivated way. We began our work by asking, ‘‘What questions would a service science have to answer?’’ and from that we developed a new framework for understanding service science. This framework can be visualized as a matrix whose rows are stages in a service life cycle and whose columns are disciplines that can provide answers to the questions that span the life cycle. This matrix systematically organizes the issues and challenges of service science and enables us to compare our model of a service science discipline with other definitions and curricula. This analysis identified gaps, overlaps, and opportunities that shaped the design of our curriculum and in particular a new survey course that serves as the cornerstone of service science education at UC Berkeley.
Een verkenning van het principe van het fenomeen ‘Spiegelasymmetrie’
Een verkenning van het principe van het fenomeen ‘Spiegelasymmetrie’
een principeschets
oktober 2008, Mark Paauwe, Wageningen
Service Science, Management and Engineering, Service Design Research at FEUP
Service Science, Management and Engineering
Service Design Research at FEUP
Lia Patrício, 2008
Service Blueprinting: When Customer Satisfaction Numbers are not enough
Service Blueprinting: When Customer Satisfaction Numbers are not enough
Susan L. Spraragen
IBM Watson Research
19 Skyline Drive
International DMI Education Conference
Design Thinking: New Challenges for Designers, Managers and Organizations
14-15 April 2008, ESSEC Business School, Cergy-Pointoise, France
Hawthorne, NY 10532 USA
sprara@us.ibm.com
Phone: +1 914 784 7194
Carrie Chan
School of Design, MMC110
Carnegie Mellon University
Pittsburgh, PA 15213 USA
cc1@cmu.edu
Phone: +1 412 436 0558
Service Science, Management, Engineering, and Design Emerging
Service Science
Jim Spohrer, Director, Service Research, IBM Almaden Research Center
August 8th, 2008
What Really Matters in Software Development
What Really Matters in Software Development
by Colm Foley, David Ritter
January 16, 2008
Software is playing an increasingly critical role in many industries, both as a differentiator and as a source of competitive advantage. Yet few businesses are fully satisfied with their return on software-development spending. This piece offers companies a blueprint for maximizing the productivity of their software-development efforts.
Banking on Lean Advantage
Banking on Lean Advantage
January, 2008
Thomas Reichert
BCG
Applying Architecture and Ontology to the Splitting and Allying of Enterprises
Applying Architecture and Ontology to the Splitting and Allying of Enterprises
Author Op 't Land, M.
Faculty Electrical Engineering, Mathematics, Computer Sci
Contributors Dietz, J.L.G., prof.dr.ir. (promotor)
Subjects splitting organizations; architecture; enterprise networks; contracting; service level agreement; enterprise ontology; demo; shared service center; bpo; enterprise splitting
Date 2008-06-13
Fulltext OptLand_20080613.pdf
Type Dissertation
Format application/pdf
Language en
Identifier ISBN 978-90-71382-32-1
references http://www.library.tudelft.nl/ws/search/publications/search/metadata/index.htm?docname=380262
Rights (c) 2008 Op 't Land, M.
Community: jBPM4 Design Topics
jBPM4 Design Topics
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Created on: Oct 24, 2008 8:53 AM by
Thomas
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- Last Modified:
Oct 29, 2008 3:21 AM by
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Diesler
Lean Six Sigma in financial services
Lean Six Sigma in financial services
Henk de Koning* and Ronald J.M.M. Does
Institute for Business and Industrial Statistics
University of Amsterdam
Plantage Muidergracht 24
1018 TV Amsterdam, The Netherlands
E-mail: hkoning@science.uva.nl
E-mail: rjmmdoes@science.uva.nl
*Corresponding author
Søren Bisgaard
The Eugene M. Isenberg School of Management
University of Massachusetts at Amherst, USA
and
Institute for Business and Industrial Statistics
University of Amsterdam
Plantage Muidergracht 24
1018 TV Amsterdam, The Netherlands
E-mail: bisgaard@som.umass.edu
Abstract: Lean Thinking and Six Sigma are typically considered as separate
approaches to process innovation, with complementary strengths. When
combined as Lean Six Sigma, this approach provides a unified framework
for systematically developing innovations. Lean Six Sigma can also bring
about significant results and breakthrough improvements in financial services,
as demonstrated with four case studies from Dutch multinational insurance
companies. These cases demonstrate the importance of incremental innovations
and show that there is room for improvement in the financial services industry.
This article takes the integration of Lean Thinking and Six Sigma a step
further by providing an integrated framework and a comprehensive roadmap
for improvement.
Keywords: cost reduction; efficiency; improvement; innovation; quality
management; service operations.
Reference to this paper should be made as follows: de Koning, H.,
Does, R.J.M.M. and Bisgaard, S. (2008) ‘Lean Six Sigma in financial services’,
Int. J. Six Sigma and Competitive Advantage, Vol. 4, No. 1, pp.1–17.
Biographical notes: Henk de Koning holds MS degrees in Psychology and
Physics from the University of Utrecht, the Netherlands. Last year, he defended
his PhD thesis successfully at the University of Amsterdam, the Netherlands.
He is a Senior Consultant in industrial statistics at the Institute for Business and
Industrial Statistics, the University of Amsterdam. H
SOA and BPM Partnership: A paradigm for Dynamic and Flexible Process and I.T. Management
SOA and BPM Partnership: A paradigm for Dynamic and Flexible Process and I.T. Management
PWASET VOLUME 35 NOVEMBER 2008 ISSN 2070-3740
PROCEEDINGS OF WORLD ACADEMY OF SCIENCE, ENGINEERING AND TECHNOLOGY VOLUME 35 NOVEMBER 2008 ISSN 2070-3740
Imran Sarwar Bajwa, Rafaqut Kazmi, Shahzad Mumtaz, M. Abbas Choudhary, and M. Shahid
Naweed
The Forrester Wave™: SOA Service Life-Cycle Management, Q1 2008
The Forrester Wave™: SOA Service Life-Cycle Management, Q1 2008
by Larry Fulton
for Enterprise Architecture Professionals
January 28, 2008
Near Field Communication Convenience takes a great step forward. But what about the footprints we leave?
Near Field Communication Convenience takes a great step forward. But what about the footprints we leave?
Christian van ’t Hof and Wouter Schilpzand
Rathenau Instituut
14 October 2008
Case Study: TD Banknorth Creates A BPM Center Of Excellence
Case Study: TD Banknorth Creates A BPM Center Of Excellence
by Mary Pilecki and Andy Salunga
with Sharyn C. Leaver and Mary Ann Rogan
Forrester Research
March 19, 2008
For Business Process & Applications Professionals
E X E C U T I V E S UMMA RY
TD Banknorth, a top 50 US retail and commercial bank and part of the TD Bank Financial Group based
in Toronto, Canada, wanted to expand its use of business process management (BPM) in a way that
aligned the lines of business (LOBs) and IT across the enterprise. With solid executive sponsorship,
TD Banknorth leveraged an existing organizational structure, its integration competency center (ICC),
to jump-start the project and minimize cultural change challenges. The result: broader relationship
building and improved process efficiencies.
Investing in the IT That Makes a Competitive Difference
Investing in the IT That Makes a Competitive Difference\nStudies of corporate performance reveal a growing link between certain kinds of technology investments and intensifying competitiveness.\n\nby Andrew McAfee and Erik Brynjolfsson\n
www.alfabet.com/var/files/en/resources/analyst_reviews/analyst_review_tooling_ea_roadmaps.pdf
January 10, 2008
Tooling EA Road Maps
This is the fourth document in the “Enterprise Architecture Tools Niche Features” series.
by Henry Peyret
with Gene Leganza, Caroline Hoekendijk, and Antonin Shanahan
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