2009/02/25 14:35 Panel Discussion, "Systems Sciences Meet Service Sciences"

2009/02/25 14:35 Panel Discussion, "Systems Sciences Meet Service Sciences", Open Seminar on Service Systems Science, Systems Sciences Meet Service Sciences, Tokyo Institute of Technology

Open Seminar on Service Systems Science (2009), Systems Sciences Meet Service Sciences, Service Innovation Educational Program, Tokyo Institute of Technology (Tamachi campus)

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 Innovation web site by David Ing.

Introduction by Kyoichi Jim Kijima

[Kyoichi Jim Kijima]


  • Service Innovation Program at Tokyo Tech (that funded this seminar)
  • Research program
  • Educational program

Service Innovation Program at Tokyo Tech was selected by the govenment starting October 2007

Social needs:

  • 70% of Japanese GDP from service sectors
  • Aging society with fewer children
  • Outsourcing and hollowing out

Tokyo Tech is a leading science university

Service means not just narrow sense of business

  • Social value
  • Service system, as in the Cambridge White Paper

Service as co-experienced, co-produced and shared between providers and suppliers

Research in 4 parts

  • Understand service system
  • Design desirable service system
  • Propose desirable service system
  • Evaluate system

3 research domains

  • Basic value of social infrastructure
  • Innovative service business of business
  • Sustainability of global community

Service System Science as an advanced liberal art

Gary Metcalf, The Essence of Service

Buying a car versus renting a car is accounted differently on GDP

  • The car runs the same every way, not so different for end customers


As end customer, looking for utility

  • Evaluate tradeoffs: if cheap then don't expect much

Doctors get paid for doing procedures

Difficulty: if going to make a science of service, what are we working on?

If no distinction between product and service, need to decide everything is a product or everything is a service

Service as filling the gap between what I purchase, and the feeling of utility

The gap may work at an individual level, but may not work at a societal level

9 types of Living Systems, James Grier Miller

  • Cell, organ, organism, ... supranational system
  • Energy works at all levels, as does information
  • Language from organism up
  • Economy, from group up
  • Technology, from organism up
  • So where does service fall?  Is it natural, or is it only human?

Jennifer Wilby, Systems and Services Sciences

At University of Hull, have 6 research centres

All based on cross-disciplinary theory and methods

Like the T-shaped metaphor

Centre for Systems Studies across, each are deep:

  • Systems studies has its own body of knowledge, but also the interdisciplinary link between
  • Managemnet and organization learning
  • Logistics
  • Marketing
  • Accounting and finance
  • Economics

Want to develop a social value architect

Need to look at inter-personal and individual characteristics o the service system

Issues of implementatoin, implying choices for boundary decisions, scale, measurement, models, methodologies and theories chosen in practice

Hiroshi Deguchi, Hyper Variety Service market and its Platform Infrastructure Design

Platform, e.g. operating system for application software

Vertical integration: has lock-in

Content service domain: no lock-in

Global manga cocreation

Compare Woodstock with comic markets

Hyper variety vs. universal service

Panel discussion

Experience engineering

Stewardship of others' resources, may be part of the social contract

In a world of financial crises, service systems need to reflect the social elements now in systems science

Helping people figure out what they need could be part of the service

Asked by NSF about service science to K-12

What is the phenomenon in the world, and how do you teach it?

Service science research dependent on economic situation

Creative class

Accounting for inputs rather than outputs

Value accounting, required restructuring of bookkeeping

New advanced liberal arts