ahfe hsse 20140722 v3
DESCRIPTION
Education Service Innovators presentation at AHFE Human-Side of Service Engineering conference Krakow Poland. ISSIP, IBM, Smarter Planet, T-shapes, Service ScienceTRANSCRIPT
![Page 1: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/1.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 1
Educating Service InnovatorsJim Spohrer, IBM
AHFE Human Side of Service EngineeringKrakow, PolandJuly 22, 2014
This presentation with speaker notes is available for download at: http://www.slideshare.net/spohrer/ahfe-hsse-20140722-v3
![Page 2: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/2.jpg)
04/07/2023 2(c) 2014 IBM UP (University Programs)
Waldemar KarwowskiUCFlorida, USA
Gavriel SalvendyPurdue, USA
Tsinghua, China
Lou FreundSJSU, USA
Wojciech CellaryUEPozanan, Poland
Yuriko SawataniWasedaU, Japan
Phil GardnerMSU, USA
Paolo PiciocchiUSolerno, Italy
Clara BassanoUNaples Parthenope, Italy
![Page 3: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/3.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 3
ISSIP.orgProfessional Development for Service Innovators
• 2015 Conferences– HICSS, Honolulu, HI, Jan 5-8– T Summit, E Lansing, MI, Mar 16-17– ICSERV,San Jose, CA July 6-8– Frontiers, San Jose, CA July 9-12– AHFE HSSE,Las Vegas, NV July 23-27
![Page 4: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/4.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 4
What is more important than this?
• “To our children and children’s children, to whom we elders owe an explanation of the world that is understandable, realistic, forward-looking, and whole.”– Stephen Jay Kline (1922-1997)– From the dedication of “The Conceptual
Foundations of Multidisciplinary Thinking,” Stanford University Press, 1995.
![Page 5: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/5.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 5
Kidzania – Systems & Roles
From Prof. Bo Edvardsson HSSE 2014 Plenary Speech
![Page 6: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/6.jpg)
Help transform K-12 STEM Education
“Imagine a better service system, and use STEM language to explain why it is better”STEM = Science, Technology, Engineering, and Mathematics
See Challenge-Based Learning: http://www.nmc.org/news/nmc/nmc-study-confirms-effectiveness-challenge-based-learning
• Challenge-based SSME+DAPP Design of Smart Service Systems– K - Transportation– 1 - Water & Waste Management– 2 - Food & Global Supply Chain– 3 - Energy & Electric Grid– 4 - Info & Comm Tech (ICT) Infrastructure– 5 - Buildings & Construction– 6 - Banking & Finance– 7 - Retail & Hospitality– 8 - Healthcare– 9 - Education (including Universities)– 10 - Government (Cities)– 11 - Government (Regions/States)– 12 - Government (Nations)– Higher Ed – Specific Service Systems– Professional Life – Specific Service Systems
Smarter Planet (SP)Service Systems:
Quality of Life (QoL)depends directly on
Quality of Service (QoS)
Systemsthat govern
Systemsthat enable
healthy, wealthy,and wise people
Systemsthat move, store,harvest, process
![Page 7: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/7.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 7
Scope – 169 Experts
![Page 8: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/8.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 8
Scale: Nested, Networked Structure
![Page 9: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/9.jpg)
Types of Service System Entities
04/07/2023© IBM 2013 IBM University Programs
worldwide accelerating regional development (IBM UPward)
9
http://www.service-science.info/archives/1056
Nation
State/ProvinceCity/Region
UniversityCollege
K-12
Cultural &ConferenceHotels
HospitalMedical
Research
Worker(professional)
Family(household)
For-profits:Business Entrepreneurship
Non-profitsSocial Entrepreneurship
U-BEEJob Creator/Sustainer
U-BEEs = University-Based Entrepreneurial Ecosystems
“The future is already here (at universities),it is just not evenlydistributed.”
“The best way topredict the futureis to (inspire the nextgeneration of studentsto) build it better.”
“Multilevel nested, networked holistic service systems (HSS) that provision whole service (WS) tothe people inside them. WS includes flows (transportation, water, food, energy, communications), development (buildings, retail ,finance, health, education), and governance (city, state, nation). ”
University Four Missions1. Learning2. Discovery3. Engagement4. Convergence
![Page 10: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/10.jpg)
Entities (Actors) as Service Systems
10
Economics
Marketing
Computer Science
Operations
Supply Chain Management
Management Science
Design
“service science isthe transdisciplinary study of
service systems &value co-creation”
“a service system isa human-made system to improve
provider-customer interactionsand value co-creation outcomes,
studied by many disciplines,one piece at a time.”
Systems Engineering
Systems Sciences
Psychology
Political Sciences
Management
FinanceLawInformation
Systems
Information Systems
Cognitive Scienceand many others…
Maglio, P. P., Vargo, S. L., Caswell, N., & Spohrer, J. (2009). The service system is the basic abstraction of service science. Information Systems and e-business Management, 7(4), 395-406.
![Page 11: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/11.jpg)
Next Generation:T-Shaped Adaptive Innovators
Many disciplinesMany sectors
Many regions/cultures(understanding & communications)
Deep in one sector
Deep in one region/culture
Deep in one discipline
![Page 12: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/12.jpg)
Some paths to becoming 64x smarter:Improving learning and performance
• 2x from Learning sciences (methods)– Better models of concepts – Better models of learners
• 2x from Learning technology (tools)– Guided learning paths– Elimination of “thrashing”
• 2x from Quantity effect (overlaps)– More you know, faster you go– Advanced organizers
• 2x from Lifelong learning (time)– Longer lives and longer careers– Keeps “learning-mode” activated
• 2x from Early learning (time)– Start earlier: Challenged-based approach– STEM-2D in K-12 (SSME+DAPP Design of Smart Service Systems)
• 2x from Cognitive systems (performance support)– Technology & Infrastructure Interactions– Organizations & Others Interactions
![Page 13: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/13.jpg)
13
What are the (system) trends?
Digital ImmigrantBorn: 1988
Graduated College with PhD: 2014
Digital NativeBorn: 2014
Enters College: 2032
![Page 14: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/14.jpg)
14
Transportation: Self-driving cars
![Page 15: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/15.jpg)
15
Water: Circular Economy
![Page 16: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/16.jpg)
16
Manufacturing: Circular EconomyBaxter: Building the Future
Maker-Bot: Replicator 2
![Page 17: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/17.jpg)
17
Energy: Artificial Leaf
![Page 18: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/18.jpg)
18
Technology: Cognitive Computing
![Page 19: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/19.jpg)
1919
Example: Leading Through Connections with…Universities Collaborate with IBM Research to Design Watson for the Grand Challenge of Jeopardy !
Assisted in the development of the Open Advancement of Question-Answering Initiative (OAQA) architecture and methodology
Pioneered an online natural language question answering system called START, which provided the ability to answer questions with high precision using information from semi-structured and structured information repositories
Worked to extend the capabilities of Watson, with a focus on extensive common sense knowledge
Focused on large-scale information extraction, parsing, and knowledge inference technologies
Worked on a visualization component to visually explain to external audiences the massively parallel analytics skills it takes for the Watson computing system to break down a question and formulate a rapid and accurate response to rival a human brain
Provided technological advancement enabling a computing system to remember the full interaction, rather than treating every question like the first one - simulating a real dialogue
Explored advanced machine learning techniques along with rich text representations based on syntactic and semantic structures for the Watson’s optimization
Worked on information retrieval and text search technologies
http://w3.ibm.com/news/w3news/top_stories/2011/02/chq_watson_wrapup.html
![Page 20: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/20.jpg)
New Era of Computing:Cognitive Technologies & Componentry
20
Natural Language– Reasoning, Logic & Planning– Symbolic Processing– Natural Language Processing– Ranking of Hypotheses– Knowledge Representations– Domain-Specific Ontologies– Information Storage/Retrieval– Machine Learning, Reasoning– Von Neumann Componentry– OpenPOWER Systems
Pattern Recognition– Recognition, Sensing & Acting– Pattern Processing– Image & Speech Processing– Ranking of Hypotheses– Pattern Representations– Domain-Specific Neural Nets– Information Storage/Retrieval– Machine Learning, Perception– Neuromorphic Componentry– SyNAPSE Systems
AI for IA: Intelligence Augmentation
Cognitive Systemsthat boost learning,discovery, engagement, transformation, and long-range planning.
Cognition as a Service
![Page 21: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/21.jpg)
21
Buildings: Circular EconomyChina Broad Group:30 Stories in 15 Days
![Page 22: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/22.jpg)
22
Retail & Hospitality: Social Media
![Page 23: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/23.jpg)
23
Finance: Crowd Funding
![Page 24: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/24.jpg)
24
Health: Robotics & 3D Printing
![Page 25: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/25.jpg)
25
Education: Challenge-Based Sport
![Page 26: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/26.jpg)
26
Government: Parameterized Meta-Rules
• Innovativeness
• Equity– Improve
weakestlink
• Sustainability
• Resiliency
![Page 27: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/27.jpg)
27
Competitive Parity – Achieved.• The NFL touts parity—the idea
that any team can win on any given Sunday. But this year, parity has truly run wild.
• Through six weeks, 11 of the NFL's 32 teams are 3-3.
• The Journal asked the statistical gurus of Massey-Peabody Analytics to run a coin-flip simulation…
![Page 28: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/28.jpg)
28
2030 and Beyond…. Government, Health, Education, Finance, etc.
![Page 29: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/29.jpg)
Welcome to the new age ofplatform technologies and
smarter service systems for every sector of business and society
nested, networks systems
![Page 30: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/30.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 30
“Cognitive Sport” Collaborations
Academics• Do your courses require team projects?• Are the projects real-world open
innovation challenges? Real-world data? Real-world tools?
• Are student teams multi-disciplinary?
• Are industry coaches involved?• Do faculty have multiple industry
relationships? Multiple years?
Industry• Do your employees’ annual evaluations
include coaching student team projects?• Do you provide real-world open
innovation challenges? Real-world data? Real-world tools?
• Do the best students get internships?• Do the best interns get jobs?• Do faculty relationships span multiple
years/cohorts of students?
![Page 31: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/31.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 31
Concepts
![Page 32: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/32.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 32
S-D Logic
![Page 33: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/33.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 33
Evolving Ecology of Entities-Interactions-Outcomes
![Page 34: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/34.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 34
Types of Structure
![Page 35: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/35.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 35
Why now?
![Page 36: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/36.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 36
Dynamics: Changing Rules
![Page 37: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/37.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 37
Dynamics: Changing Values
Service science offers fresh perspective to reorient the debate onwhat is ‘progress’ and whether or not it is slowing down, and if so, what might be done to reframe progress ‘at the speed limit of what is possible’ with universities.
![Page 38: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/38.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 38
Next Generation
![Page 39: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/39.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 39
Come visit!
IBM Research – Almaden, San Jose, [email protected]
http://www.service-science.info/archives/2233
![Page 40: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/40.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 40
Entities (Actors) as Resource Integrators
![Page 41: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/41.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 41
Entities (Actors) as Institutions
Ostrom
Framework Ontology Logic Language
Theory Epistemology “Lawful” Learning
Model Axiology Likeness Levels
• A set of designed constraints imposed on human interactions for a purpose (desired outcomes)
• “Lawful”– Entities– Interaction– Outcomes
![Page 42: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/42.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 42
ISPAR: Interactions & Outcomes
Maglio, P. P., Vargo, S. L., Caswell, N., & Spohrer, J. (2009). The service system is the basic abstraction of service science. Information Systems and e-business Management, 7(4), 395-406.
![Page 43: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/43.jpg)
Drivers shaping service phenomena
• Global economic change• ICT-enablement or technology change• Outsourcing• Business model change (value migration)• Where people live (demographic change)• How long people live• The nature of family life• A rising education level• A rising dependence on universities• A rising dependence on non-profit organizations
43
![Page 44: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/44.jpg)
QuestionsThis view leads to a new set of questions for service scientists to answer, about the nature of entities, interactions, outcomes, and their dynamics over time.• What types of entities are capable of service interactions?• What types of interactions do service system entities engage in?• What types of outcomes can result when service system entities interact?• How do the types of entities and interactions change over time?• How do the spatial distributions of types of entities change over time?• How do the hierarchical structure and network relationships of entities
change over time?• How do the knowledge, competencies, resources owned and accessed by
the entities change over time?
44
![Page 45: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/45.jpg)
A tableau of primitive economic activities
45
{P,D,C,R}P|{D,C,R} {P,D}|{C,R} {P,D,C}|R {P,D}|C|R {P,C}|{D,R}{P,C}|D|R {P,R}|{D,C} {P,R}|D|C D|{P,C,R}C|{P,D,R} R|{P,D,C}P|D|C|R{P,D,C,R}P|{D,C,R}{P,D}|{C,R}{P,D,C}|R{P,D}|C|R{P,C}|{D,R}{P,C}|D|R{P,R}|{D,C}{P,R}|D|CD|{P,C,R}C|{P,D,R}R|{P,D,C}P|D|C|R
P Production D Distribution C Consumption R Recycling
Jointness {} Separation |
TIME
SPACE
169 possible patterns of service system interactions, time, space, and scale. For example, energy generation at home, city, state, national levels. For example, local to global to local again (e.g., circular economy).
Based on: Betancourt, R., & Gautschi, D. (2001). Product innovation in services: A framework for analysis. Advances in Applied Microeconomics, 10, 155-183.
![Page 46: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/46.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 46
Value Co-Creation Processservice systems
(market and business strategy)
resources(people,
technology, information,
organizations)
dynamically configure
access rights(own,
leased, shared,
privileged)
stakeholders(customers, providers, authorities,
competitors)
have
value propositions
have Interactions(person-to-person, system-to-system, person-to-system,system-to-person)
outcomes(lose-win,win-win,
lose-lose,win-lose)
with
develop
coordinate/ motivate
measures (quality,
productivity, compliance, sustainable innovation,
others)
establish
impacted
impact
risks
impact
generate
enable
win-win value-cocreation
services (business processes,
architecture and infrastructure
services)
execute
have
Demirkan, H & Spohrer, J (2014) “Understanding Service Systems & Innovations in Time-Space Complexity: The Abstract-Entity-Interaction-Outcome-Universals Theory,” Working Paper.
![Page 47: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/47.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 47
Intuitive Examples:Entities-Interactions-Outcomes
Domain Entities Pattern
Physics Atoms fission, fusion, reactions
Physics Celestial Bodies orbit, collide, sling shot
Chemistry Molecules equilibrium, reactions
Biology Organisms mutualism, predator-prey
Business Firms exchange, divest, merge
Government Nations trade, dissolution, annex
![Page 48: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/48.jpg)
Six questions
48
Question DescriptionDoes the entity still exist after the interaction?
Some interactions do or do not preserve (conserve) entities.
Does the interaction giver rise to new entities?
Some interactions do or do not give rise to new entities.
Does the interaction change the state of the entities?
Some interactions do or do not change an entity’s state.
Does the state change include a record of the interaction?
Some entities can and some cannot record interaction histories.
Does the state change include a process-of-valuing the outcome?
Some entities can and some cannot estimate value of outcomes.
Does the state change include the result of simulating other entities?
Some entities can and some cannot simulate other entities valuing.
![Page 49: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/49.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 49
What is meant by “lawful”
• Physical interaction laws do not change*– However, innovations change the costs– Intel, IBM, OpenPOWER (computing costs)– AT&T, Corning, Cisco (communications costs)
• Social interaction laws do change– And innovations change the costs– Google (Internet search) and copyright– Uber (ride sharing) and taxi regulations– Airbnb (home sharing) and rental regulations
* = of course, our understanding of physical laws does change, other caveats apply.
![Page 50: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/50.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 50
Do any social interaction laws not change? Yes, mathematical truths!
• Ricardo – Law of Comparative Advantage– Do a little more of what you do best (low cost)– Do a little less of what you do least well (high cost)– Learning curve effects in people, businesses,
countries (interaction can be mutually beneficial)• Assumptions (On when to specialize…)
– Entities can do multiple things at variable costs– Learning interaction is not zero cost transfer
![Page 51: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/51.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 51
Dynamics: Changing Roles
![Page 52: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/52.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 52
In Sum, The Quest
• Service science to better understand the laws of service that can inform systematic service innovation– Get the conceptual foundations right– Not unlike “Factory Physics” quest
• Articulate a “Moore’s Law” of service system scaling– Investments that lead to sustainable and resilient
value co-creation and capability co-elevation
![Page 53: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/53.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 53
AbstractEntity-Interaction-Outcome
Universals• When entities interact, what are the logically
possible outcomes?• For example:
– Game Theory: Win-Win, Lose-Lose, Win-Lose, Lose-Win
– Pi-Calculus: Set of rules for agents-processes-channels to model and reason about complex systems (cell to city)
– Service Science: ISPAR, Ecology, etc.
![Page 54: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/54.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 54
From Biological to Organizational Ecology: Populations of Entities-Interactions-Outcomes
![Page 55: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/55.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 55
Populations of Entities Evolving
![Page 56: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/56.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 56
Test
![Page 57: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/57.jpg)
Service science transdisciplinary framework
57
SYSTEMS
DISCIPLINEStransportation & supply chain
water & waste
food & products
energy & electricity
ICT & cloud
building & construction
retail & hospitality
banking & finance
healthcare & family
education & work
city secure
state scale nation laws
behavioral sciencese.g., marketing
management sciencee.g., operations
political sciencese.g., public policylearning sciences
e.g., game theory & strategy
cognitive sciencese.g., psychologysystem sciences
e.g., industrial engineeringinformation sciences
e.g., computer scienceorganization sciences
e.g., knowledge managementsocial sciencese.g., econ & law
decision sciencese.g., stats & design
run professionse.g., knowledge worker
transform professions
e.g., consultant
innovate professionse.g., entrepreneurs
changevalue
technology
information
organizations
transform (copy)
systems that govern
stakeholdersresources
customer
provider
authority
competitors
people
Innovate (invent)
history (data analytics)
run
future (roadmap)
systems that focus on flows of things systems that support people's activities
Observing the stakeholders (As-Is)
Change Potential: Thinking (Has-Been & Might-Become)
Observing their Resources & Access (As-Is)
Value Realization: Doing (To-Be)
![Page 58: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/58.jpg)
A New Era of Smart Systems• Cognitive systems allow us to do more and dream
bigger, boosting both productivity and creativity
![Page 59: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/59.jpg)
How many cognitive systems?
• Are you using cognitive systems yet?
![Page 60: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/60.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 60
Non-Zero is a deep principle
• Service Definition – Win-win (Non-Zero Sum)– Informal: Knowledge application for mutual benefits– Formal: Value co-creation and capability co-elevation– Context: Abstract-Entity-Interaction-Outcome-Universals
(AEIOU) [Evolving Ecology of Nested-Networked Service System Entities]
• Service Science in Brief (How to integrate…)– An emerging transdiscipline that borrows from
all disciplines without replacing any of them– Short for Service Science, Management, Engineering, plus
Design, Arts, Public Policy (SSME+DAPP)
![Page 61: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/61.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 61
Early Motivations (Aspiration 1)
![Page 62: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/62.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 62
![Page 63: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/63.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 63
Ten Reasons• Universities are complex service systems of fundamental importance.• Disciplines are infusing service innovation concepts into curriculum.• Service science can help universities overcome discipline silos.• University-based startups are often new types of online service.• Professional associations are adding service science SIGs.• Cities, home to most universities, are complex service systems.• Service failures can be costly and can derail the careers of students.• Service science can help universities move up in rankings.• Service science can contribute to good industry-university relations
and interactions.• Service science can help all universities improve their service
excellence "game.”
![Page 64: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/64.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 64
![Page 65: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/65.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 65
Higher Education: Five Trends
• Revenue from key sources is continuing to fall, putting many institutions at severe financial risk.
• Demands are rising for a greater return on investment in higher education.
• Greater transparency about student outcomes is becoming the norm.
• New business and delivery models are gaining traction.
• The globalization of education is accelerating.
![Page 66: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/66.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 66
![Page 67: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/67.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 67
Higher Education Business Model• Who do we serve, and what are they trying to do?• How do we help those we intend to serve do what they are trying to do?• How do we deliver our services to those we are trying to serve?• What is the nature of the relationship we have with those we serve?• How do these prior components translate into revenue for our institution?• What are the key activities that create the services we provide?• What are the key resources we need to create the services we provide?• Who are the key partners that help us create the services we provide to
those we serve?• How do the key partners, resources, and activities translate into our
institution's cost model?Denna, E. (2014) The Business Model of Higher Education. ViewPoint.EDUCAUSE Review. March 24, 2014. URL: http://www.educause.edu/ero/article/business-model-higher-education
![Page 68: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/68.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 68
![Page 69: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/69.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 69
IT Solutions• Administrative solutions for education• Asset management for education• Campus solutions for higher education• Classroom solutions for education• Data and analytics for Smarter Education• Enterprise risk management for higher education• Framework for smarter education• Academic performance and insights• Business analytics software for education• VCL solutions for cloud• Innovation in research• School solutions
![Page 70: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/70.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 70
What is Service Science?
• Early motivations & aspirations
• Six principles, concepts, scope
• Growing literature• Service-Dominant Logic• In sum, service science
![Page 71: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/71.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 71
Early Motivations (Growth 1)
![Page 72: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/72.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 72
Early Motivations (Convergence)
![Page 73: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/73.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 73
The Elephant in the Room
![Page 74: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/74.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 74
Growing literature
![Page 75: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/75.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 75
HAT: Hub-of-All-Things• The HAT project’s impact on policy lies in informing current policies on
personal data privacy and legal issues. By creating a platform for ‘digital labour’, we aim to demonstrate how markets could be created from incentivising more digital visibility in return for offerings to serve lived lives.
![Page 76: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/76.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 76
Innovation (Rick Miller, Olin)
![Page 77: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/77.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 77
![Page 78: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/78.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 78
Gartner Maverick Report
• Control– Institutions– Individuals
• Autonomy– Low– High
From:Surviving the Rise of 'Smart Machines,' the Loss of 'Dream Jobs' and '90% Unemployment.
![Page 79: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/79.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 79
![Page 80: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/80.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 80
AI Will Disrupt Higher Education• Our next move: My [Dr. Dyens deputy provost McGill University] proposal
is to think of chess as an analogy for education.
• Gary Kasparov, in the New York Review of Books… wrote:
• The surprise came at the conclusion of the event. The winner was revealed to be not a grandmaster with a state-of-the-art PC but a pair of amateur American chess players using three computers at the same time. Their skill at manipulating and “coaching” their computers to look very deeply into positions effectively counteracted the superior chess understanding of their grandmaster opponents and the greater computational power of other participants. Weak human + machine + better process was superior to a strong computer alone and, more remarkably, superior to a strong human + machine + inferior process.
![Page 81: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/81.jpg)
Universities Matter #1
04/07/2023© IBM 2013 IBM University Programs
worldwide accelerating regional development (IBM UPward)
81
Japan
ChinaGermany
France
United KingdomItaly
Russia SpainBrazilCanada
IndiaMexico AustraliaSouth Korea
NetherlandsTurkey
Sweden
y = 0,7489x + 0,3534R² = 0,719
0
1
2
3
4
5
6
7
8
9
0 1 2 3 4 5 6 7 8 9
% g
loba
l GDP
% top 500 universities
Nation’s % WW GDP and % Top 500 Universities (2009 Data)
![Page 82: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/82.jpg)
Universities Matter #2
04/07/2023© IBM 2013 IBM University Programs
worldwide accelerating regional development (IBM UPward)
82
…But it can be costly, American student loan debt is over $900M
![Page 83: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/83.jpg)
Universities Matter #3
04/07/2023© IBM 2013 IBM University Programs
worldwide accelerating regional development (IBM UPward)
83
“When we combined the impact of Harvard’s direct spending on payroll, purchasing and construction – the indirect impact of University spending – and the direct and indirect impact of off-campus spending by Harvard students – we can estimate that Harvard directly and indirectly accounted for nearly $4.8 billion in economic activity in the Boston area in fiscal year 2008, and more than 44,000 jobs.”
![Page 84: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/84.jpg)
Universities Matter #4
04/07/2023© IBM 2013 IBM University Programs
worldwide accelerating regional development (IBM UPward)
84
http://www.service-science.info/archives/1056
Nation
State/ProvinceCity/Region
UniversityCollege
K-12
Cultural &ConferenceHotels
HospitalMedical
Research
Worker(professional)
Family(household)
For-profits:Business Entrepreneurship
Non-profitsSocial Entrepreneurship
U-BEEJob Creator/Sustainer
U-BEEs = University-Based Entrepreneurial Ecosystems
“The future is already here (at universities),it is just not evenlydistributed.”
“The best way topredict the futureis to (inspire the nextgeneration of studentsto) build it better.”
“Multilevel nested, networked holistic service systems (HSS) that provision whole service (WS) tothe people inside them. WS includes flows (transportation, water, food, energy, communications), development (buildings, retail ,finance, health, education), and governance (city, state, nation). ”
University Four Missions1. Learning2. Discovery3. Engagement4. Convergence
![Page 85: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/85.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 85
![Page 86: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/86.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 86
Reimagining Higher Education
• “Universities weren’t designed to change curricula and introduce new classes at the pace required by changing industry requirements.” – Dennis Yang, president and chief operating officer of Udemy
![Page 87: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/87.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 87
Example
![Page 88: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/88.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 88
![Page 89: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/89.jpg)
Trading Zone:Economist, Policymakers & Service Scientists
![Page 90: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/90.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 90
Future of higher education(one possible path & assumptions)
Years Change – Possible Progress Path Service Science Aspect
0-5 Revenue Continuous Improvements Data Science & Cloud
5-10 Learning Continuous Improvement Organization Science
10-15 Engagement Continuous Improvement Economic Science
15-20 Discovery Continuous Improvements Cognitive Science
Four Missions Four Types of Costs Service Science Aspect
Learning/Teaching & Lectures Knowledge Transfer Specialization
Discovery/Research Knowledge Creation Specialization
Engagement/Entrepreneurship & Employment
Knowledge Application Integration
Convergence/Consilience Knowledge Integration Integration
![Page 91: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/91.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 91
Backup: Readings (some details)• Spohrer, J., Fodell, D., & Murphy, W. (2012). Ten Reasons Service Science Matters to Universities. Educause Review, 47(6), 52-64.• Lusch, R., & Wu, C. (2012). A service science perspective on higher education—Linking service productivity theory and higher education
reform. Center for American Progress, August.• Denna, E. (2014) The Business Model of Higher Education. Educause ViewPoint. March 24, 2014.• Henry, T, Pagano, E, Puckett, J, Wilson, J (2014) Five Trends to Watch in Higher Education. BCG Perspectives.• Meeker, M (2014) Internet Trends 2014 – Code Conference• Sledge, L & Dovey-Fishman, T (2014) Reimagining higher education: How colleges, universities, businesses, and governments can prepare for a
new age of lifelong learning. Deloitte University Press. • IBM (2014) Education for a Smarter Planet• Goldbloom, A (2011) Making data science a sport. O’Reilly Media Strata Conference. • Johnson, RC (2013) IBM Unveils Cognitive Systems Institute. EETimes. October 3, 2013.• MSU & IBM (2014) T-Summit 2014: Cultivating Tomorrow’s Talent Today. Website & Conferences.• Spohrer J (2014) 21C Talent and 21C Citizens. Service Science Community Website Blog Post Entry.• Dyens, O (2014) How artificial intelligence is about to disrupt higher education. UA/AU University Affairs Affaires universitaires. April 30,
2014.• Kenneth F. Brant , KF, Gupta, A, Sommer, D (2013) Maverick* Research: Surviving the Rise of 'Smart Machines,' the Loss of 'Dream Jobs' and
'90% Unemployment.’• Spohrer, J., Giuiusa, A., & Demirkan, H. (2013). Service science: reframing progress with universities. Systems Research and Behavioral Science,
30(5), 561-569. • Pentland, A. (2014). Social Physics: How Good Ideas Spread-The Lessons from a New Science. Penguin.• Moore, GA (2012) Escape Velocity: Free Your Company’s Future From The Pull Of The Past. Harper Business.• Florida, R (2009) Who’s Your City? Basic Books.• Ng, Irene (2013) Hat: Hub-of-All-Things website. Research Councils UK (RCUK) Digital Economy.• Carmichael, A (2011) Announcing: The Complete QS Guide to Self Tracking. Quantified Self website. January 12, 2011.• Board of Life Science (2014) Convergence: Facilitating Transdisciplinary Integration of Life Science, Physical Sciences, Engineering, and Beyond.
![Page 92: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/92.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 92
![Page 93: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/93.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 93
![Page 94: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/94.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 94
Internet Trends 2014
![Page 95: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/95.jpg)
Industry Transformation
Donald Clark, TEDxGlasgow
![Page 96: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/96.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 96
![Page 97: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/97.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 97
Kaggle: Making Data Science a Sport(146 competitions)
![Page 98: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/98.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 98
Cognitive Systems
![Page 99: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/99.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 99
![Page 100: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/100.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 100
T-Shaped Talent• Academia Optimizes
– I for individual work– Individual IQ– Disciplines
• Business Optimizes– T for team work– Team IQ– Systems
• Both Important– Depth & Breadth – Disciplines & Systems
![Page 101: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/101.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 101
![Page 102: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/102.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 102
University & Industry Score Card• do your annual performance evaluations for your
employees include coaching student teams? • do the coached team projects have
multidisciplinary participants? • do the coached team projects include industry
participants from diverse sectors• do the coached team projects have multicultural
participants? • do the coached team projects focus on real
world challenges to improve local systems? • what percentage of your customer offerings
change every year? • do new offerings highlight new research finding
from journals that highlight new knowledge? • do new offerings highlight new entrepreneurial
ecosystem partners, applying new knowledge to create value?
• do new offerings and team projects build the social networks of your employees?
• do your courses include team projects for your students?
• do the team projects have multidisciplinary teams?
• do the team projects include industry participants from diverse sectors?
• do the team projects have multicultural teams?
• do the team projects focus on real-world challenges to improve local systems?
• what percentage of your course lectures change every year?
• do new lectures highlight new research finding from journals that highlight new knowledge?
• do new lectures highlight new entrepreneurs, applying new knowledge to create value?
• do new lectures and team projects build the social networks of your students?
![Page 103: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/103.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 103
Escape Velocity• What if there is some
hidden force that is working against your best efforts? That force, I submit, is the pull of the past...
• The larger and more successful the enterprise, the greater the inertial mass, the harder it is to alter course and speed.
![Page 104: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/104.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 104
![Page 105: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/105.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 105
![Page 106: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/106.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 106
What are Cognitive Systems?
• 3 L’s = Language, Learning, Levels• How many cognitive systems?• How much investment?• Technology underlying new era…• In sum, a picture…
![Page 107: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/107.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 107
Questions & Framing
• In 5-10-15-20 years, what will be different?– How will higher education have changed?– How will skills & jobs have changed?– How will business & society have changed?
• Service science, a lens for looking at change– Capabilities & constraints – technology systems– Rights & responsibilities – rule systems– What is “lawful” (physical, social) change?
![Page 108: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/108.jpg)
Watson Business Unit
• $1B Investment: Far beyond Jeopardy!
Watson Foundations Big Data and Analytics
Cognitive Systems108
Ecosystem ProgramBusiness PartnersDevelopersResearchers
SolutionsCustomer EngagementHealthcareFinanceAccelerated Research
ServicesWatson Discovery AdvisorWatson ExplorerWatson Analytics
![Page 109: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/109.jpg)
109
Land-population-energy-carbon
Carlo Ratti:Senseable Cities
![Page 110: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/110.jpg)
IBM Platforms for Entrepreneurs
• Smarter Cities Intelligent Operations Center Platform• IBM Watson & Cognitive Computing Platform• IBM UP helping university startups to scale-up (growth)
04/07/2023© IBM 2013 IBM University Programs
worldwide accelerating regional development (IBM UPward)
110
![Page 111: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/111.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 111
Universities Matter
![Page 112: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/112.jpg)
In sum, service science• Service System Entities
– Types: Businesses, Universities, Governments, etc.– Nested & Networked Globally– S-D Logic (A2A; Resource Integrators)
• Value Co-Creation Interactions– Types: Value-Proposition & Governance Mech-based– Collaboration & Competition Blended– SD Logic (Operant & Operant Resources)
• Builds On…– Decades of Service Research (Marketing, Operations, etc.)– SSME+DAPP; From I to T to Pi-shapes… and beyond!– T Summit 2014 & 2015..
• Measures– Productivity, Quality, Compliance, Sustainable Innovation– Holistic Service Systems
• Quality of Life, Balance Challenge & Routine• Innovativeness, Equity, Sustainability, Resilience
![Page 113: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/113.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 113
Today’s talk
• Preamble• What is service science? Service systems?• What are cognitive systems? • What are the trends?
– Why makes universities/cities such special service systems/cognitive systems?
• Backup: Readings (some details)
![Page 114: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/114.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 114
Preamble• Abstract & Readings Summary• Future of higher education
– One possible path & assumptions– Best way to predict future is to design it
• Questions & framing• What is meant by “lawful”• Do any social interaction laws not change?• Service science preliminaries• Who I am & my biases• Universities and our future/history
![Page 115: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/115.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 115
Abstract• Patterns of Change: Transformation of Higher Education From Service Science and Cognitive
Systems Perspectives
This talk will discuss the forces reshaping higher education from service science and cognitive systems perspectives, and presents an optimistic view of the likely outcome. These same forces are reshaping business and society globally. Higher education is just one of many interconnected service systems that make up our world. However, higher education is special in many ways. For most, higher education is the bridge to cross from youthful family life to meaningful service to society. Also, all great cities have a major university that includes the broad spectrum of human knowledge, concentrated in experts and an army of energetic students within typically a square mile region. Universities are increasingly startup engines for regional economic development and growth. Within two decades most people on the planet will have a smart phone (disrupted and reconfigured), including a personal cognitive system, which is both an expert professional coach and an executive assistant. Cloud, Big Data Analytics, Mobile, Social, Cognitive, Internet of Things and Humans provide the integrated platform for reframing the meaning of progress with universities, leading to an era of T-shaped professionals engaged in meaningful, creative cognitive sport.
![Page 116: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/116.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 116
Readings Summary• Spohrer, J., Fodell, D., & Murphy, W. (2012). Ten Reasons Service Science Matters to Universities. Educause Review, 47(6), 52-64.• Lusch, R., & Wu, C. (2012). A service science perspective on higher education—Linking service productivity theory and higher education
reform. Center for American Progress, August.• Denna, E. (2014) The Business Model of Higher Education. Educause ViewPoint. March 24, 2014.• Henry, T, Pagano, E, Puckett, J, Wilson, J (2014) Five Trends to Watch in Higher Education. BCG Perspectives.• Meeker, M (2014) Internet Trends 2014 – Code Conference• Sledge, L & Dovey-Fishman, T (2014) Reimagining higher education: How colleges, universities, businesses, and governments can prepare for a
new age of lifelong learning. Deloitte University Press. • IBM (2014) Education for a Smarter Planet• Goldbloom, A (2011) Making data science a sport. O’Reilly Media Strata Conference. • Johnson, RC (2013) IBM Unveils Cognitive Systems Institute. EETimes. October 3, 2013.• MSU & IBM (2014) T-Summit 2014: Cultivating Tomorrow’s Talent Today. Website & Conferences.• Spohrer J (2014) 21C Talent and 21C Citizens. Service Science Community Website Blog Post Entry.• Dyens, O (2014) How artificial intelligence is about to disrupt higher education. UA/AU University Affairs Affaires universitaires. April 30,
2014.• Kenneth F. Brant , KF, Gupta, A, Sommer, D (2013) Maverick* Research: Surviving the Rise of 'Smart Machines,' the Loss of 'Dream Jobs' and
'90% Unemployment.’• Spohrer, J., Giuiusa, A., & Demirkan, H. (2013). Service science: reframing progress with universities. Systems Research and Behavioral Science,
30(5), 561-569. • Pentland, A. (2014). Social Physics: How Good Ideas Spread-The Lessons from a New Science. Penguin.• Moore, GA (2012) Escape Velocity: Free Your Company’s Future From The Pull Of The Past. Harper Business.• Florida, R (2009) Who’s Your City? Basic Books.• Ng, Irene (2013) Hat: Hub-of-All-Things website. Research Councils UK (RCUK) Digital Economy.• Carmichael, A (2011) Announcing: The Complete QS Guide to Self Tracking. Quantified Self website. January 12, 2011.• Board of Life Science (2014) Convergence: Facilitating Transdisciplinary Integration of Life Science, Physical Sciences, Engineering, and Beyond.
![Page 117: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/117.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 117
What is meant by “lawful”
• Physical interaction laws do not change*– However, innovations change the costs– Intel, IBM, OpenPOWER (computing costs)– AT&T, Corning, Cisco (communications costs)
• Social interaction laws do change– And innovations change the costs– Google (Internet search) and copyright– Uber (ride sharing) and taxi regulations– Airbnb (home sharing) and rental regulations
* = of course, our understanding of physical laws does change, other caveats apply.
![Page 118: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/118.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 118
Do any social interaction laws not change? Yes, mathematical truths!
• Ricardo – Law of Comparative Advantage– Do a little more of what you do best (low cost)– Do a little less of what you do least well (high cost)– Learning curve effects in people, businesses,
countries (interaction can be mutually beneficial)• Assumptions (On when to specialize…)
– Entities can do multiple things at variable costs– Learning interaction is not zero cost transfer
![Page 119: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/119.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 119
Who I am & my biases
• Change is hard to make happen (“predict”)– My professional experiences
• No shortage of useful things to do– I am very optimistic about the future
• Better mechanisms needed– “Cognitive sport” & “improve weakest link”
![Page 120: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/120.jpg)
Universities and our future
• The future is already here at universities, it is just not yet well distributed.– With apologies to Gibson/King
• The best way to predict the future is to inspire the next generation of students to build it better.– With apologies to Kay/Engelbart
![Page 121: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/121.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 121
Early Motivations (Growth 2)
Gerstner decidesto grow service
![Page 122: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/122.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 122
Early Motivations (Aspiration 2)
![Page 123: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/123.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 123
Principle 1: Resources
![Page 124: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/124.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 124
Principle 2: Value Propositions
![Page 125: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/125.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 125
Principle 3: Access Rights
![Page 126: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/126.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 126
Principle 4: Outcomes
![Page 127: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/127.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 127
Principle 5: Dynamics
![Page 128: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/128.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 128
Principle 5: Dynamics (Revisited)
![Page 129: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/129.jpg)
04/07/2023 (c) 2014 IBM UP (University Programs) 129
Principle 6: Entities
![Page 130: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/130.jpg)
In sum, a picture…
Courtesy Jean Paul Jacob, IBM Research Emeritus
ProfessionalCognitiveAssistants- Language- Learning- Levels
![Page 131: Ahfe hsse 20140722 v3](https://reader033.vdocuments.mx/reader033/viewer/2022061102/53f282cb8d7f72104c8b4f2f/html5/thumbnails/131.jpg)