Research Program Assessment from Research and Social ImpactsYuriko Sawatani
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1) RISTEX is a Japanese government organization that conducts social technology research and development (R&D) focused on solving social issues.
2) RISTEX uses a multi-step process to identify social problems, determine R&D focus areas, promote R&D projects, and assist in applying the results. They collaborate with government, industry, academia, citizens and non-profits.
3) RISTEX's R&D focuses on areas like global warming, public safety, science and humanity, and redesigning communities for an aging society. They take research from various disciplines and methodologies and develop solutions through experiments in society.
Laya Burger Café is a café chain in Taiwan that has grown to 600 locations since 2002. It focuses on health, quality, and comfort. To ensure quality, it has a central warehouse, food factory, and logistics network. Its business concept focuses on carefully sourcing ingredients, maintaining high standards, and creating a relaxing atmosphere. It aims to be Taiwan's most outstanding café.
This document discusses service system design and innovation. It begins with an introduction to service systems and key concepts in service science. It then covers the history of design, noting its expansion from industrial products to include services and service systems. Various viewpoints for analyzing service systems are presented, including different levels (micro, meso, macro), types of interactions and value sharing conditions. Finally, expanded research areas for service system design are discussed, such as component business modeling, quality analysis of services, and productivity tools and metrics.
Hi this is continued version what we provided previous version. it's covered new concepts any directions.
we are trying and updating strategies.
we expect your feedback.
Hi this is continued version what we provided previous version. it's covered new concepts any directions.
we are trying and updating strategies.
we expect your feedback.
Analysis and Findings on Innovation Creation MethodologiesYuriko Sawatani
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This document summarizes a survey of innovation creation methodologies used in various university programs in Japan. The survey found that most programs focused on design thinking and business modeling and included students from a variety of disciplines. Analysis of the programs identified three clusters: those focused on business development after problem identification; those taking problems through to business models; and some resembling traditional MBA programs. The results provide insight into common approaches and how programs are addressing different phases of the innovation process.
This document describes challenges with lost baggage tracking services. It provides an example of a passenger's experience trying to track a lost bag that was transferred between United and American Airlines. The passenger found their bag at the Tampa airport by investigating on their own after not receiving updates. The airlines' tracking systems did not communicate and customer service agents could not access each other's systems to get bag status updates. The document argues that a better system is needed where baggage issues are reported to a single system and agents are assigned to claims.
This document summarizes a panel discussion on service design challenges and future research. The panel discussed:
1. Research approaches to integrate business and human-centered service systems, including required skills and a starting point.
2. Challenges in service design theory and business models, the relationship between good and bad design.
3. The future development of service design, touching on increasing knowledge through theory and practice, education, and platforms.
4. The connection between service design and IT research areas.
Toward research on designing a service systemYuriko Sawatani
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The document discusses research on designing service systems. It provides context on service research and defines key terms like service systems and service science. The presenter's agenda includes an introduction to service research, a focus on design and innovation, discussing research on designing service systems, and having discussions. The document traces the development of service science in Japan from 2004 through government plans and programs established to promote research in this area.
This document summarizes a presentation on creating knowledge structures for service science. It includes:
- An overview of the development of service science in Japan and objectives of the S3FIRE program to create new service science knowledge and build a research community.
- A discussion of what constitutes service research and development (R&D) and challenges in defining service R&D boundaries.
- Descriptions of communication tools used in the S3FIRE program, including a service system model and classifications of research areas and processes.
- Results of a survey on the usefulness of these communication tools for research discussions and understanding issues.
This document outlines research themes in service science and engineering. It discusses three system layers - micro, meso, and macro. The micro layer focuses on one-to-one interactions and individual operations. The meso layer examines n-to-n organizational strategies and collaborative behavior policies. The macro layer studies policies and social systems at a global network level. It also maps how these system layers relate to context dependency and various service science and management engineering (SSME) related disciplines like business, information technology, and human resources.
This document discusses service research based on value co-creation. It proposes a model for service research that involves three spheres - an R&D sphere, a value co-creation sphere between R&D and site staff, and a site sphere. In this model, new research themes and service systems are created through mutual understanding and value co-creation between the R&D and site spheres. Management systems are also important for enabling value co-creation between the spheres. Identifying service R&D is challenging but can be helped by criteria like links to public research, involvement of researchers, and publication of findings.
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産業構造の変換
情報を基礎にしたサービスの増加
アメリカにおけるセクター毎の労働人口割合概算
Estimated world (pre-1800) and then U.S. Labor Percentages by Sector
参照：Porat, M. (1977) The Information Economy: Definitions and Measurementを基に概算
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Innovate
?America
?(2004)
?
矛盾?対抗?相反から総合?調和?共生への道
世界環境
グローバル化
知識中心の時代の到来
産業のトランスフォーメーション
製造中心 → 知識中心
製品とサービスの分離不可
イノベーションの強化
イノベーションの土台のト
ランスフォーメーション
新しい科学技術の進歩を
担える人財の育成
国家政策?インフラ
（輸送、エネルギー、情報、教育）
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3
21. 2013/12/21
Expanded research areas
by service system design
Systems with value sharing condition
Class 1
Class 2
Class 3
Service products
Industri
CBM
al
SQALE
product
s
Micro: People
Meso:
Scope
Organization
Macro: Social
systems
2013/11/02
Waseda
?University
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Component Business Modeling: CBM
2013/11/02
Ref: http://capitalideas.wordpress.com/ibm-cbm/
Waseda
?University
42
21
22. 2013/12/21
Expanded research areas
by service system design
Systems with value sharing condition
Class 1
Class 2
Class 3
Service products
Industri Productivity
CBM
al
SQALE
tools
product
s
Micro: People
Meso:
Scope
Organization
Macro: Social
systems
2013/11/02
Waseda
?University
43
Expanded research areas
by service system design
Systems with value sharing condition
Class 1
Class 2
Class 3
Service products
Industri Productivity
CBM
Innovatio
al
SQALE
tools
n Jam
product
s
Micro: People
Meso:
Scope
Organization
Macro: Social
systems
2013/11/02
Waseda
?University
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Innovation Jam
?? Real-time discussion
analysis
?? Facilitation support
2013/11/02
Ref: http://www-03.ibm.com/ibm/history/ibm100/us/en/icons/innovationjam/
Waseda
?University
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“Looking for Great Ideas: Analyzing the Innovation Jam”, Mary Helander, Rick Lawrence, Yan Liu,Claudia Perlich, Chandan
Reddy, Saharon Rosset, IBM T.J. Watson Research Center
Expanded research areas
by service system design
Systems with value sharing condition
Class 1
Class 2
Class 3
Service products
Industri Productivity
CBM
Innovatio
al
SQALE
tools
n Jam
product
s
Value
Micro: People
Meso:
Scope
Organization
Macro: Social
systems
2013/11/02
Waseda
?University
Pricing
46
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Value Pricing
Metrics Distribution
§?? Value Modeling
Economic conditions
As-Is
KPI
§?? Monte Carlo-based
method
§?? Stochastic prediction
KPI for improvement by BPO
Predictable factor
Output Information
Calculation Module
Input Information
To-Be
KPI
§?? Risk Evaluation
Level of Client’s business process
?? System theory approach for
value-evaluation
Price Model
§?? Share-rate Pricing
2013/11/02
§?? comparing the value
of project with that of
the client-self case
Client’s & Provider’s
Benefit
Simulation using Whatif analysis to estimate
the expected net profit
Waseda
?University
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Expanded research areas
by service system design
Systems with value sharing condition
Class 1
Class 2
Class 3
Service products
Industri Productivity
CBM
Innovatio
al
SQALE
tools
n Jam
product
s
Value
Micro: People
Meso:
Scope
Organization
Macro: Social
systems
2013/11/02
Waseda
?University
Pricing
48
24
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研究開発の成果と新しい研究領域の例
?
hXp://www.trl.ibm.com/projects/index.htmを基に作成
?
現場知
ビジネス戦略
SCM
ビジネスモデリング
ビジネス評価手法
サービス価値評価手法
研究マネジメント
CRM
品質検査
サービス?システム?モデリング
サービス提供者支援
問題分析
リスク分析
?
サービスクオリティ
最適化
環境?交通分析
ソーシャルモデリング
行動分析
顧客満足度分析
評判分析
心理学
音声認識
テキストマイニング
自然言語処理
ソフトウエア
エンジニアリング
ネットワーク分析
シミュレーション
システムソフトウエア
研究開発の成果
データ科学
Waseda University
情報技術
新しい研究領域
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数理科学
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Ref: Yuriko Sawatani, and Y. Fujigaki, “Service Research Model for Value Co-Creation”, Proceeding of PICMET Conference, 2011.
継続的な成長のためのビジネス生態系
スキルアップ
サイクルを回す
= 新ベンチャー
= SSMED卒業生
= アクイジション
= 成熟ビジネスからの異動
= 高成長?新ビジネ
スユニット（成長）
= IBMer on Campus
大学地域1
大学地域2
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= 高生産性?成熟
ビジネスユニット
（縮小）
IBM
Ref: 競争優位のビジネス生態系
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Ref: http://www.slideshare.net/spohrer/japan-may-11-future-of-cities-and-universities-20120511-v3
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サービスシステム
Systems that focus on flows of things
transportation &
ICT &
food &
energy
supply chain
water &
cloud
products & electricity
waste
学問領域
Customer
behavioral sciences
stakeholders
e.g., marketing
Provider
management sciences
e.g., operations
Authority
Competitors
People
resources
Technology
Information
サービスシステム知識体系
?
?
?
?
political sciences
Systems that support people’s activities
retail &
healthcare
education
building & hospitality banking & family
&work
construction
& finance
Systems that govern
city
state
secure scale
nation
laws
ステークホルダー (現状)
e.g., public policy
learning sciences
e.g., game theory
and strategy
cognitive sciences
e.g., psychology
system sciences
e.g., industrial eng.
information sciences
リソースアクセス (現状)
e.g., computer sci
organization sciences
Organizations
e.g., knowledge mgmt
change
social sciences
(Data Analytics) e.g., econ & law
History
Future
(Roadmap)
Run
value
Transform
(Copy)
Innovate
(Invent)
decision sciences
e.g., stats & design
新サービスシステム創出 (可能性)
run professions
e.g., knowledge worker
transform professions
e.g., consultant
価値実現 (将来)
innovate professions
e.g.,
12/19/2013 entrepreneur
Waseda University
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Ref: http://www.slideshare.net/spohrer/japan-may-11-future-of-cities-and-universities-20120511-v3
T型サービスシステム人財
?
depth
?&
?breadth
?
?
BREADTH
Many cultures
Many disciplines
Many systems
(understanding & communications)
Deep in one system
Deep in one discipline
Deep in one culture
DEPTH
(analytic thinking & problem solving)
52
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Ref: http://www.slideshare.net/spohrer/japan-may-11-future-of-cities-and-universities-20120511-v3
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ここからスタート！
?? サービス学会
http://ja.serviceology.org/
?? ISSIP (International Society for Service Innovation Professionals)
http://www.issip.org/
?? S3FIRE
http://www.ristex.jp/servicescience/
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主な参考文献
1.? Christopher H. Lovelock, Principles of Service Marketing and
Management
2.? Stephen L. Vargo, Robert F. Lusch, “Evolving to a New
Dominant Logic for Marketing”, Journal of Marketing, 68,
January, 2004, pp.1-17.
3.? Stephen L. Vargo, Paul P. Maglio and Melissa Archpru Akaka,
"On value and value co-creation: A service systems and
service logic perspective" European Management Journal 26,
2008, pp.145-152
4.? サービス科学白書 “Succeeding through service innovation”
–? http://www.ifm.eng.cam.ac.uk/ssme/
5.? Yuriko Sawatani, and Y. Fujigaki, “Service Research Model for
Value Co-Creation”, Proceeding of PICMET Conference,
2011.
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