2006/10/07 09:40 Guido Dedene, "A Research and Educational Framework for Service Management", SSME - Education for the 21st Century Conference, IBM Palisades, New York
Services Science, Engineering and Management Conference, at IBM Palisades, October 6-7
This digest was created in real-time during the meeting, based on the speaker's presentation(s) and comments from the audience. The content should not be viewed as an official transcript of the meeting, but only as an interpretation by a single individual. Lapses, grammatical errors, and typing mistakes may not have been corrected. Questions about content should be directed to the originator. The digest has been made available for purposes of scholarship, posted on the Coevolving Innovations web site by David Ing.
Guido Dedene, Catholic University of Leuven (K.U.Leuven), Belgium, "A Research and Educational Framework for Service Management"
Also teach in Amsterdam and Gent
Officially MBA: what language do you use for business?
Teaching business modeling and service management
Classical management frameworks, including Strategic Alignment 2x2 by Henderson and Venkatraman
Services as a meaningful bundle of technology / resources satisfying a predefined service contract
Threefold division: Preconditions, postconditions and variants
- Similar to Praxis, Semantics, Syntax
- Similar to Experience, Services, Resources
- Similar to Knowledge, Information, Technology
The Service Management Enneahedron (3x3)
- X-axis: Business, Services, Technology and Resources
- Y-axis: Strategy, Structure, Operations
First used this framework for service level agreements
- Operations: Business activities --> I/C Service Activities --> Technology Activities
- Little's law
- Boundary conditions for functions
Second application of the framework: course development of ICT/S Service Management
- Each of alignment of rows, columns, then triangles
- Service strategy: look for market inperfections, as opportunities
- Solve the imperfection or retain the imperfection
- Structures vs. execution
- Looking for ways to discover, from the bottom up
Definition of service?
- System in which knowledge is mediated, but the knowledge is in praxis
- Hard services vs. soft services (where break rules)