Service science, management, and engineering (SSME) is a term introduced by
IBM to describe an interdisciplinary approach to the study and innovation of
service system
A service system (or customer service system, CSS) is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers. "Service system" is a term used in the serv ...
s. More precisely, SSME has been defined as the application of science, management, and engineering disciplines to tasks that one organization beneficially performs for and with another. SSME is also a proposed academic discipline and research area that would complement – rather than replace – the many disciplines that contribute to knowledge about service. The interdisciplinary nature of the field calls for a curriculum and competencies to advance the development and contribution of the field of SSME.
Service systems
Service systems are designed and constructed, are often very large, and, as complex systems, they have emergent properties. This makes them an engineering kind of system (in MIT's terms). For instance, large-scale service systems include major metropolitan hospitals, highway or high-rise construction projects, and large IT outsourcing operations in which one company takes over the daily operations of IT infrastructure for another. In all these cases, systems are designed and constructed to provide and sustain service, yet because of their complexity and size, operations do not always go as planned or expected, and not all interactions or results can be anticipated or accurately predicted.
As the world becomes more complex and uncertain socially and economically, a computational thinking approach has been proposed to model the dynamics and adaptiveness of a service system, aimed at fully leveraging today's ubiquitous digitized information, computing capability and computational power so that the service system can be studied qualitatively and quantitatively.
Service Science
SSME is often referred to as service science for short.
[Spohrer, J., Kwan SK. (2009]
"Service Science, Management, Engineering, and Design (SSMED): An Emerging Discipline - Outline & References"
International Journal of Information Systems in the Service Sector, Vol. 1, No. 3. The flagship journal Service Science] is published by the professional association
Institute for Operations Research and the Management Sciences, INFORMS. The journal publishes innovative and original papers on all topics related to service, including work that crosses traditional disciplinary boundaries.
See also
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Customer service
Customer service is the assistance and advice provided by a company to those people who buy or use its products or services. Each industry requires different levels of customer service, but in the end, the idea of a well-performed service is that ...
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Enterprise architecture
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Managed services
Managed services is the practice of outsourcing the responsibility for maintaining, and anticipating need for, a range of processes and functions, ostensibly for the purpose of improved operations and reduced budgetary expenditures through the r ...
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Service (economics)
A service is an "(intangible) act or use for which a consumer, firm, or government is willing to pay." Examples include work done by barbers, doctors, lawyers, mechanics, banks, insurance companies, and so on. Public services are those that so ...
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Service design
Service design is the activity of planning and arranging people, infrastructure, communication and material components of a service in order to improve its quality, and the interaction between the service provider and its users. Service design may ...
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Service dominant logic (marketing)
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Service economy
Service economy can refer to one or both of two recent economic developments:
* The increased importance of the service sector in industrialized economies. The current list of Fortune 500 companies contains more service companies and fewer ma ...
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Service management
Service management in the manufacturing context, is integrated into supply chain management as the intersection between the actual sales and the customer point of view. The aim of high-performance service management is to optimize the service- ...
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Services marketing
Services marketing is a specialized branch of marketing which emerged as a separate field of study in the early 1980s, following the recognition that the unique characteristics of services required different strategies compared with the marketin ...
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Service provider
A service provider (SP) is an organization that provides services, such as consulting, legal, real estate, communications, storage, and processing services, to other organizations. Although a service provider can be a sub-unit of the organization t ...
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Service system
A service system (or customer service system, CSS) is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers. "Service system" is a term used in the serv ...
*
System
A system is a group of Interaction, interacting or interrelated elements that act according to a set of rules to form a unified whole. A system, surrounded and influenced by its environment (systems), environment, is described by its boundaries, ...
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Web service
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Secure Operations Language
The Secure Operations Language (SOL) was developed jointly by the United States Naval Research Laboratory and Utah State University in the United States. SOL is a domain-specific synchronous programming language for developing distributed appli ...
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Viable systems approach
References
Further reading
* Rennick, Dawn M (2015
"Moving the high tech industry forward toward service science competency: A case study of ABC association, "Doctoral dissertation, Capella University"
* Hefley B, Murphy W (eds.) (2008)
"Service Science, Management, and Engineering: Education for the 21st Century." New York NY USA: Springer.
* Xiong G, Liu Z, Liu XW, Zhu, Shen D (2013
"Service Science, Management, and Engineering: Theory and Applications."Cambridge MA USA: Academic Press.
* Cardoso J, Fromm H, Nickel S, Satzger G, Studer R, Weinhardt C (2015
"Fundamentals of Service Systems."New York NY USA: Springer.
* Kijima K (ed.) (2010
"Service Systems Science."New York NY USA: Springer.
* Qiu RG (2014
"Service Science: The Foundations of Service Engineering and Management."Hoboken NJ USA: John Wiley & Sons.
* Galvendy S, Karwowski W (eds.) (2010
"Introduction to Service Engineering."Hoboken NJ USA: John Wiley & Sons.
* Andersen B, Howells J, Hull R, Miles I, Roberts J (eds.) (2000
Cheltenham UK: Edward Elgar.
* Metcalfe JS, Miles I (eds.) (2000
"Innovation Systems in the Service Economy: Measurement and Case Study Analysis."New York NY USA: Springer.
* Gadrey J, Gallouj F (eds.) (2002
Cheltenham UK: Edward Elgar.
* Maglio PP, Kieliszewski CA, Spohrer JC (eds.) (2010
“Handbook of Service Science.”New York NY USA: Springer.
* Pym D, Taylor R, Tofts C (2007
"Public Services Innovation through Technology. Bristol UK: Hewlett-Packard.
{{DEFAULTSORT:Service science, management and engineering
Services sector of the economy