Posted by: vsorathia | November 9, 2013

Services Conclave

CII alongwith Ministry of Commerce & Industry is organizing Services Conclave on 12 -13 November at Hotel Le Meridien, New Delhi. Hon’ble Commerce & Industry Minister, Mr Anand Sharma, would be addressing its Inaugural session. The main objective of the two day Conclave is discuss issues and bottlenecks hindering exports of services from India and deliberating on a roadmap for augmenting services export

Event Description

The Services Conclave would address the following issues: improvements required in the legislative framework of different services sectors for harnessing the export potential of these services; changes in the administrative set up required for aligning the structure in the line ministries to gear them for export promotion; identification of institutional mechanism, resource requirement and man power support needed for the purpose; internal deficiencies in various service sectors (mode wise); and preparing a matrix of action that needs to be taken by various stakeholders such as line ministry/department, industry association, industry itself, academic/research institutions etc.

Sessions in Focus
? Opportunities and Challenges in Services Export (Multilateral Negotiations and Bilateral/ Regional Trade Agreements)
? Logistic Services Development in India
? Professional Services: Opportunities and Reforms
? Sunrise Sectors for Services Exports: IT/ITeS, Telecom, Legal, Animation, and Industrial design
? Tourism : Prospects & Bottlenecks
? Medical and healthcare services in India and inroads outside
? Data in Services Trade
? Creativity and Entertainment Services

Confirmed Speakers :
Mr Anand Sharma, Hon’ble Minister of Commerce & Industry
Mr S R Rao, Commerce Secretary, MOCI
Mr T.C.A. Anan, Secretary and Chief Statistician of India, MOSPI
Mr. Rajeev Kher, Additional Secretary, MOCI
Mr Keshav Desi Raju, Secretary, Ministry of Health
Mr Sudhanshu Pandey, Joint Secretary, MOCI
Dr Urjit Patel, Deputy Governor, RBI

Mr. Malvinder Mohan Singh, Chairman, CII Services Council and, Executive Chairman, Fortis Healthcare
Mr. Karan Adani, Executive Director, Adani Port & SEZ Ltd
Dr. Devi Shetty, Founder, Narayana Hrudayalaya
Mr Subhash Goyal, President, IATA
Mr Arjun Sharma, MD & CEO, Le Passage to India
Mr Kapil Chopra, President, Oberoi Group
Dr.Rajat Kathuria, Director & Chief Executive, ICRIER
Mr Sudhir Vohra, Principal Architect, Sudhir Vohra Consultants
Dr. Rupa Chanda, Professor, IIM- Bangalore

Date and Venue

Start Date: Nov 12, 2013, End Date: Nov 13, 2013
Venue: Le Meridian, New Delhi, , , India

Contacts Ms. Aastha Gyani
[Executive Officer]
Confederation of Indian Industry
CII Central Office
Mantosh Sondhi Centre
23 Institutional Area
Lodi Road
New Delhi-110003
Phone : 91-11-24629994 – 7
Fax :91 11 2462 6149
Email :
Ms. Anjula Singh Solanky
[Deputy Director]
Confederation of Indian Industry
CII Central Office
Mantosh Sondhi Centre
23 Institutional Area
Lodi Road
New Delhi-110003
Phone : 91-11-24629994 – 7
Fax :91 11 2462 6149
Email :

Posted by: vsorathia | August 30, 2013

Case Studies in Service Innovation

Case Studies in Service Innovation, June 2010, Macaulay, L., I. Mile s, J. Wilby, Y.L. Tan, B. Theodoulidis, L. Zhao,
published by Centre for Service Research, Manchester Business School,
ISBN 987-0-9565994-1

Source: http://

Posted by: vsorathia | October 25, 2010

Service Systems tenure track faculty position at MIT

The MIT Engineering Systems Division (ESD) invites applications for a tenure track faculty position. ESD includes over 60 faculty, has the 4th largest graduate population of any department or division at MIT, and focuses on important global challenges:

This position will focus on applying engineering systems methodologies to address challenges in complex systems, with focus on “service systems,” with special emphasis on health care, or education, or logistics-as-a-service, as well as the trend to offer products as a service.   Services comprise over 75% of the US economy, and this area is an important growth area for ESD.  Examples of additional relevant types of expertise include services outcomes and quality, risk analysis and decision-making, information technology, operations and logistics, economics, statistics and/or services research, mathematical modeling of services, and the development/implementation of services-relevant devices and systems, as well as other services innovations.

This faculty member will develop a significant research program and teach related courses.  The successful candidate will also collaborate effectively with cross-disciplinary teams of faculty, students and external stakeholders (e.g., industry and government).  The selected candidate will hold a dual appointment with another academic department at MIT.  In special circumstances a joint appointment rather than a dual appointment may be possible.

Applicants with an advanced degree in engineering or related fields (e.g., operations research, statistics, service science) are strongly encouraged. Applicants must have a PhD in a relevant field before the beginning of the MIT appointment period plus additional academic and/or real world experience in one or more of the services systems identified above.  The preferred candidate might also have a degree related directly to a particular service system, such as an MD or MPH.  Strong teaching skills and demonstrated excellence in research are critical.

The search committee will begin reviewing applications in November 2010, with a view to inviting visits early in 2011. Applicants should submit a current curriculum vita, names and addresses of three references, no more than three publications, and a three-page statement of teaching and research interests at Please ask your references to submit their letters at by December 15, 2010.

MIT is an affirmative action/equal employment opportunity employer. Women and under-represented minorities are strongly encouraged to apply.

Posted by: vsorathia | September 20, 2010

Service Modelling and Representation Techniques – SMART 2010

1st International Workshop on
Service Modelling and Representation Techniques – SMART 2010
Associated with ServiceWave 2010 Conference

December 13th 2010 – Ghent, Belgium
SMART Workshop Website:
Abstracts Submission Due: October 29th 2010

At the heart of virtually any endeavor in the area of service science, management and engineering (SSME) is the fundamental necessity to reduce complexity and represent the universe of discourse by means of models in order to better understand, communicate, analyse, plan, control, monitor and evaluate the procedure. Modelling, despite being well established in many areas, is a challenge in SSME. Services require multi-disciplinary perspectives including economic, legal, social and technical aspects. Furthermore, services exhibit generic as well as domain-specific characteristics.

Creating and utilizing expressive yet manageable models of sophisticated service systems requires specific approaches for modelling languages, techniques, tools and methodologies. Service modelling techniques need to address the diverse aspects of service systems while also embracing the wealth of existing modelling approaches from associated disciplines and application domains. Although promising research has begun in various related areas, service modelling techniques along the life-cycle of service systems, starting from planning and analysis, down to design, development, testing, deployment, monitoring and management  are still in their infancy. The separation of ongoing efforts into highly specific domains and research areas as well as between academia and industry contribute to the challenges faced in this area.

Our aim is to facilitate exchange and evolution of ideas on the above topics across multiple disciplines and to encourage participation of researchers and practitioners from academia and industry. In particular, we will foster collaboration by means of a highly interactive and fast-paced workshop format with short technical sessions complemented by joint discussions on service modelling issues.

The SMART workshop will address pressing issues related to modelling holistic service systems. Going beyond Web services or SOA, it aims to contribute to a holistic approach of designing, building and managing IT-enabled real-world services. A major focus is on service specific aspects like co-creation mechanics, service network structure and dynamics, service value exchange, service interaction processes as well as service flexibility, variation and customization to name just a few. It is still unclear how these aspects a) are to be represented in models e.g. by means of appropriate languages and b) how they influence the modelling process itself and thus require specific methodologies and tool support in the service development life cycle.

SMART will also focus on the integration of modelling approaches from multiple disciplines and consider high-level frameworks, ontologies, meta-models, standardization approaches and their respective technologies in order to cope with these issues.

Finally, SMART encourages the exploration of service modelling for specific domains. While SMART will not constrain the choice of domains, a particular focus will be on modelling services in the public sector as such services exhibit exceptional characteristics like social dynamics, magnitude of scale, diversity of stakeholders, complex value models, and customer participation which we consider seminal for future service systems.

SMART 2010 encourages a multidisciplinary perspective and welcomes papers that address challenges of service modelling in general or in the context of specific domains. Workshop topics of interest include, but are not limited to the following:

–          Service meta modeling
–          Service modelling and representation languages
–          Service models for the public sector
–          Official service standards and frameworks
–          Service cost and value models
–          Service model analysis
–          Service model integration
–          Collaborative service design
–          Service simulation and visualization
–          Service engineering methodologies
–          Model-driven service development
–          Service interoperability
–          Modelling networked service systems
–          Tool support for service modeling
–          Case studies and best practices

The organizers are requesting extended abstract to be submitted by October 29, 2010 which will allow for finalization of the papers after the feedback from the workshop. Extended abstracts of 4-8 pages should be submitted first, with final papers, of at most 8 pages in LNCS format will be required in the month following the workshop. For formatting instructions and templates see
Submissions should be made to the following url:

Submitted papers will be peer-reviewed by an international program committee and selected for presentation at the workshop based on originality and scientific value. All accepted papers will be included in the workshop proceedings to be published by Springer as LNCS Service Science subline volume.

–          Abstract Submission Deadline : October 29th, 2010
–          Notification of Acceptance : November 22th, 2010
–          Submission of Final Abstracts : December 6th, 2010
–          Workshop Event : December 13th, 2010
–          Submission of Final Papers : January 30th, 2011

SMART will be a full day workshop with an innovative fast-paced format with emphasis on interaction, involvement of all participants and an experimental flavour. The workshop will start with a keynote by Arne Berre, Chief Scientist SINTEF. The brief technical sessions will be combined with moderated scientific speed dating, where small groups of participants and speakers embark in short intense discussions about their work. The groups will be frequently rearranged to increase opportunity for interaction. Finally, we will have an open discussion on issues in service modelling.

–          Yannis Charalabidis, NTUA
–          Christos Georgousopoulos, INTRASOFT International S.A.
–          Alan Hartman, IBM
–          Willem-Jan van den Heuvel, Uni Tilburg
–          Anshu N Jain, IBM
–          Antonis Ramfos, INTRASOFT International S.A.
–          Christian Zirpins, KIT

PROGRAMME COMMITTEE (confirmed participants)
–          Dimitris Askounis, NTUA
–          Kamal Bhattacharya, IBM
–          Yannis Charalabidis, NTUA
–          Joseph Davis, Uni Sydney
–          Nirmit Desai, IBM
–          Brian Elvesæter, SINTEF
–          Christos Georgousopoulos, INTRASOFT International S.A.
–          Aditya Ghose, Uni Wollongong
–          Ricardo Goncalves, Uni Nova
–          Sudip Gupta, ISB
–          Alan Hartman, IBM
–          Anshu N Jain, IBM
–          Marijn Janssen, TU Delft
–          Atreyi Kankahalli, NUS
–          Holger Kett, Fraunhofer
–          Roger Kilian-Kehr, SAP
–          Evripidis Loukis, Uni Aegean
–          Michiel Mallotaux, Gartner Group
–          Parastoo Mohaghegi, SINTEF
–          Rajiv Narvekar, Infosys
–          Richard Paige, York
–          Mike Papazoglou, Uni Tilburg
–          Antonis Ramfos, INTRASOFT International S.A.
–          Omer F.Rana, Uni of Wales, Cardiff
–          Gerd Schuermann, Fraunhofer FOKUS
–          Siddhartha Sengupta, TCS
–          Willem-Jan van den Heuvel, Uni Tilburg
–          Christian Zirpins, KIT

If you have further queries please email the SMART workshop chairs on:

Posted by: vsorathia | July 28, 2010

Service Science Research, Strategy and Innovation

Service Science Research, Strategy and Innovation: Dynamic Knowledge Management Methods


Dr. N. Delener
State University of New York – OW, U.S.A.

Call for Chapters:
Proposals Submission Deadline: August 30, 2010

The provision of services in both public and private sectors has increased dramatically over the last decade and a half.  Many economies have shifted to a predominantly services model, leaving manufacturing and agriculture in their shadow.  This situation has been accelerated by increasing levels of contracting out by governments and businesses.  Furthermore, both knowledge and human resources are being increasingly regarded as key levers of the competitive advantage in today’s global, dynamic, and complex business environment.  Therefore, this book demonstrates how service science fits in with the current management and business climate and how to go about strategic planning activity and evaluating it for best results. The treatment of subject matter is expansive, conceptual, as well as practical.
Objectives of the Book
Specifically, this book aims to:
a. Examine the relationship between corporate success and investing into services management and marketing, leadership, human capital strategic planning, as well as, into technology.
b. Examine the strategies and policies affecting research and innovations in the service economy.
c. Assess the service science from an interdisciplinary perspective to link the elements of business strategy, business process and services management.
d. Prepare the readers for higher levels of policy development in service science.
The following unique features made this book distinctive:
e. The novel nature of the chapters will further enlighten the reader about service science management, marketing, and technology areas where corporations can learn from the innovative and successful corporations to achieve a sustainable competitive advantage in the global marketplace.
f. This book brings together convention highlights prepared by renowned professionals and scientists within the field.  As such, readers can form a comprehensive vision of the developments which are shaping the structure of the business and management fields.
g. This book will greatly benefit practitioners as well as academicians as an innovative source and reference for developing strategies, policies, and teachings in service science.
h. It is a very practical, informative, interesting, and timely book with real-world experiences, and powerful insights.  It makes a very significant contribution to our understanding of one of the most neglected areas of management and business subjects.
i. This book offers the reader excellent coverage of macro and micro issues revolving around service science and strategy development.
Target Audience
The target audience of this book will be composed of professionals and researchers working in the field of service science research, strategy, innovation, and knowledge management in various disciplines. Moreover, the book will explore in detail such areas as strategy development, service contracts, human capital management, leadership, management, marketing, e-government, e-commerce; including real world examples of the selected cases, it will give readers the tools to utilize the knowledge and techniques to succeed in their careers. Furthermore, this book brings together the collective knowledge and wisdom of the several authors.  Specifically, this book covers the essential elements and core disciplines in a high-quality business graduate and undergraduate business programs.  The subjects covered include business strategy, service industry, capital management, leadership, knowledge of management, marketing, e-business, and e-governance among others.
Recommended topics include, but are not limited to, the following:

Services. General statements
Service Systems
Services Management
Productivity and Innovation in Services
Business Strategy
Company diagnostics. Evaluation of companies (business)
The structure and main components of strategic management
Strategy realization
Business Strategy Modeling

Business Process
The essence of the company as a business-system
Business-processes management
Business analytics and optimization. Center for Business Optimization (CBO)
Business Standards for the Extended Enterprise
People/ Workforce
Human Capital Management and Optimization
Human development and IT-skills
Knowledge Management
Underlying Technology
On Demand Innovation Services (ODIS)
Business Performance Management
Information Integration
IT Services
Security and Privacy

Service Science and E-business
E-payment systems

Submission Procedure
Researchers and practitioners are invited to submit on or before August 30, 2010, a 2-3 page chapter proposal clearly explaining the mission and concerns of his or her proposed chapter. Authors of accepted proposals will be notified by September 15, 2010 about the status of their proposals and sent chapter guidelines. Full chapters are expected to be submitted by December 30, 2010. All submitted chapters will be reviewed on a double-blind review basis. Contributors may also be requested to serve as reviewers for this project (
This book is scheduled to be published by IGI Global (formerly Idea Group Inc.), publisher of the “Information Science Reference” (formerly Idea Group Reference), “Medical Information Science Reference,” “Business Science Reference,” and “Engineering Science Reference” imprints. For additional information regarding the publisher, please visit This publication is anticipated to be released in 2011.
Important Dates
August 30, 2010: Proposal Submission Deadline
September 15, 2010: Notification of Acceptance
December 30, 2010: Full Chapter Submission
March 15th, 2011: Review Results Returned
April 15, 2011: Final Chapter Submission
June 15, 2011: Final Deadline
Editorial Advisory Board Members:
Professor Guy Callender, Curtin University of Technology, Australia
Professor Gerard Leo Danford, Haaga-Helia University of Applied Sciences, Finland
Professor Nikolay Filinov, The State University – Higher School of Economics, Russia
Professor Scott Hoenig, University of The Witwatersrand, South Africa
Professor Stephen Ko, Hong Kong Polytechnic University, Hong Kong, China
Professor Yamen Koubaa, The Brittany School of Management, France
Professor Dana Lascu, University of Richmond, U.S.A.
Professor Gerard R. Ledlow, Georgia Southern University, U.S.A.
Professor A.R. Leen, Leiden University, The Netherlands
Professor Bruno Mascitelli, Swinburne University of Technology, Australia
Professor Samir R. Moussali, Huntingdon College, U.S.A.
Professor Juergen M. Muehlbacher, WU Vienna University of Economics & Business, Austria
Professor Kathleen Park, Massachusetts Institute of Technology, U.S.A.
Professor Christina Schweikert, Fordham University, U.S.A.
Professor Satyendra Singh, University of Winnipeg, Canada

Inquiries and submissions can be forwarded electronically (Word document):

Dr. N. Delener
Professor and Dean
School of Business
State University of New York – OW
223 Store Hill Road
Old Westbury/Long Island, New York 11568
Tel.: +516-876-3408 (voice); 516-876-3292 (direct)• Fax: +631-462-9578
Posted by: vsorathia | July 20, 2010

Research Priorities for the Science of Service

Research Priorities for the Science of  Service

Evolving business models and emerging academic paradigms suggest that “all
businesses are service businesses.” Services have become a driving force in economies
around the world: they dominate advanced economies and represent critical growth
levers for emerging economies. This growth, coupled with the complex nature of
services, has created signifi cant opportunities and challenges for businesses worldwide
as they seek to compete and innovate through service. As a result, governments,
academic institutions and businesses are calling for increased focus on building a
science of service. Ideally, this new science will direct and support emerging business
models, innovations, and service paradigms that will shape our world for generations
to come.
Despite the need and enthusiastic global response, the efforts to create a science of
service have been dispersed and fragmented. The time seems ripe for a cohesive effort
to establish priorities and build a foundation for the science of service going forward.
This backdrop led us at Arizona State University’s Center for Services Leadership (CSL)
to spearhead an effort to identify global, interdisciplinary, and business-relevant
priorities for the science of service. The results of this effort are presented in this report
and the associated Journal of Service Research article1. It is our hope that the priorities
will drive discussions, decisions, and investments within and across academia,
business, and governments to build thought leadership and direct business practice.
To develop the priorities, we secured diverse inputs from over 300 business
executives and academics from a variety of disciplines, functions, and geographies.
These rich inputs led to 10 overarching priorities for the science of service:
• Fostering Service Infusion and Growth,
• Improving Well-Being through Transformative Service,
• Creating and Maintaining a Service Culture,
• Stimulating Service Innovation,
• Enhancing Service Design,
• Optimizing Service Networks and Value Chains,
• Effectively Branding and Selling Services,
• Enhancing the Service Experience through Co-creation,
• Measuring and Optimizing the Value of Service, and
• Leveraging Technology to Advance Service.
Within each priority, we identifi ed high-value topic areas to inform and direct research
activities at a fi ner-grained level. We also secured commentaries on each of the
priorities from service-minded executives and academics which feature high-value
questions needing attention. All of this is included in the report that follows.
We strongly encourage you to digest, share, discuss, use, and revisit the priorities
and select topic areas. We hope these priorities will enable you to enhance your
strategic emphases and support your service innovation efforts. We do not expect all
priorities to be relevant and meaningful to every company, organization or individual.
Yet, we hope the report will broaden your perspective and accelerate the advancement
of services in your company and with your customers.
For more depth and detail around this effort and each of the priorities, please see: Ostrom, Amy L., Mary
Jo Bitner, Stephen W. Brown, Kevin A. Burkhard, Michael Goul, Vicki Smith-Daniels, Haluk Demirkan, and
Elliot Rabinovich (2010), “Moving Forward and Making a Difference: Research Priorities for the Science of
Service,” Journal of Service Research, 13 (1), 4-36.





Posted by: vsorathia | July 20, 2010

Xerox Services Innovation Laboratory

Services Innovation Laboratory

The Services Innovation Laboratory, created in 2009 aims at innovating in Xerox current services and nurturing new ones. The lab is addressing some of the key research challenges raised by services and service delivery systems. It is currently leading the development of a services research platform which will be used by all the R&D centres to evaluate, develop and deliver building blocks, concepts and prototypes for future information services. The lab also has an active role of collaborating with other services innovation networks capable of nurturing our research.

Services innovation has received a lot of attention in recent years, as organizations began to realize that their research, development and innovation processes did not necessarily take into account some of the key aspects of services and services provision. Examples are the overlap in consumption and production of services; the increasing role of online platforms for services delivery; the central role of people, skills and knowledge in adding value to the otherwise immaterial object of the transaction; the trends towards self-provision and (mass) customization; etc. Moreover, the classical distinction between products and services is fading, as product value is enriched through service agreements and as services are productized for the benefit of economies of scale.

The lab will initially focus on some key challenges given by the transition to online information services, the implications of co-production in services systems and advanced architectures for improving services efficiencies and scalability. Example projects that populate this agenda are:

  • The Machine Learning for Optimization and Services team investigates methods to optimise service processes which are stochastic in both demand and (possibly adversarial) dynamics. Those methods rely on the development and application of new machine learning and mechanism design techniques, to leverage the large mass of data often available from both the service context and usage.
  • The Work Practice Technology has a research line to understand the nature of remote services and how to make the relationship with the client or the citizen more fluent and satisfactory while making the provision process more efficient. This area of study has been started by looking at the nature of technical support and is now expanding to other domains like e-governance and creative design.
  • The Document Structure research addresses various aspects of service innovation in the area of XML document understanding, from model-driven methodologies in support of conversion and annotation services, to layout-based clustering and XML resource qualification.

Source :

Services Science: Fundamentals, Challenges and Future Developments
Bernd Stauss (Editor), Kai Engelmann (Editor), Anja Kremer (Editor), Achim Luhn (Editor)
The service sector has dominated advanced economies for years. In many countries, it accounts for more than 70% of gross domestic product, and approximately the same percentage of all employees work in this sector. To reflect the economic relevance of the service sector, services science must be established as an academic discipline. But the path in pursuit of this goal is riddled with challenges, especially in the fields of services research, service-oriented education and service-related collaborations. This book includes detailed articles and short statements on each field, written by academics and experts. They explain which challenges need to be met by research and academic training in the services community of the 21st century. The contributions contained in this book reflect the content of presentations and statements given at the first German Services Science Conference.
Posted by: vsorathia | July 16, 2010

Introduction to Service Engineering

Introduction to Service Engineering

What you need to know to engineer the global service economy.

As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role.

The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-based services, and innovations in service systems.

Readers explore such key aspects of service engineering as:

  • The role of service science in developing a smarter planet
  • Service enterprises, including: enterprise value creation, architecture of service organizations, service enterprise modeling, and the application of methods of systems engineering to services
  • Service design, including collaborative e-service systems and the new service development process
  • Service operations and management, including service call centers
  • Service quality, from design operations to customer relations
  • Web-based services and technology in the global e-organization
  • Innovation in service systems from service engineering to integrative solutions, service-oriented architecture solutions, and technology transfer streams

With chapters written by fifty-seven specialists and edited by bestselling authors Gavriel Salvendy and Waldemar Karwowski, Introduction to Service Engineering uses numerous examples, problems, and real-world case studies to help readers master the knowledge and the skills required to succeed in service engineering.

About the Author

Gavriel Salvendy is a professor emeritus at Purdue University and the Chair Professor and head of the Department of Industrial Engineering at Tsinghua University, Beijing, China. He is a member of the National Academy of Engineering. He also has written and edited thirty books, including Handbook of Industrial Engineering and Handbook of Human Factors and Ergonomics, both published by Wiley. Karwowski is a professor and the Chair of the Department of Industrial Engineering and Management Systems at the University of Central Florida. He is the editor of over forty books, including Organization and Management of Advanced Manufacturing and Design of Work and Development of Personnel in Advanced Manufacturing, both published by Wiley.

Posted by: vsorathia | July 16, 2010

Service Systems Management and Engineering

Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence

Ching M. Chang

The ultimate instructional guide to achieving success in the service sector

Already responsible for employing the bulk of the U.S. workforce, service-providing industries continue to increase their economic dominance. Because of this fact, these companies are looking for talented new service systems engineers to take on strategic and operational challenges. This instructional guide supplies essential tools for career seekers in the service field, including techniques on how to apply scientific, engineering, and business management principles effectively to integrate technology into the workplace. This book provides:

  • Broad-based concepts, skills, and capabilities in twelve categories, which form the “Three-Decker Leadership Architecture,” including creative thinking and innovations in services, knowledge management, and globalization
  • Materials supplemented and enhanced by a large number of case studies and examples
  • Skills for successful service engineering and management to create strategic differentiation and operational excellence for service organizations
  • Focused training on becoming a systems engineer, a critically needed position that, according to a 2009 Moneyline article on the best jobs in America, ranks at the top of the list

Service Systems Management and Engineering is not only a valuable addition to a college classroom, but also an extremely handy reference for industry leaders looking to explore the possibilities presented by the expanding service economy, allowing them to better target strategies for greater achievement.

About the Author

C. M. Chang is on the faculty of the Department of Industrial and Systems Engineering at the State University of New York at Buffalo in Buffalo, New York.

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