服务与服务科学简介

服務、

服務科學

或

ServiceScience,Management,

andEngineering(SSME)

簡介內容單元簡介服務經濟之來臨甚麼是「服務」或「Service」?服務之定義服務與商品不同服務系統模式甚麼是「服務科學」或「SSME」?服務科學之定義服務科學之範疇「服務」經濟的來臨管理大師彼得．杜拉克曾預言：「未來，服務經濟將取代製造經濟。」傳統供需則已無法有效回應消費者，如今，從技術研發、商業行銷到文化藝術，各領域無一不從「心」出發。「服務創新」儼然成為各界所公認企業未來競爭的鎖鑰。所有組織都應建立新思維、改善互動模式，方能觸動客戶與消費者，與其共創價值，進而與世界接軌。1987年開始，台灣也已由製造經濟轉向服務經濟的時代，台灣服務業GDP達到48.3%，首度超越工業的GDP成長；2006年第二季更躍升至73.56%…這些數據說明了台灣產業已經正式邁入「服務經濟時代」。產業結構的變化讓台灣企業不得不正視透過「服務」獲利的種種可能性。

服務經濟既然如此重要,服務創新更是未來主要的經濟競爭力,但是針對提升服務創新能力的培養的所投入的資源,卻遠不如製造業。…為了服務創新的研究發展，歐美等先進經濟大國都紛紛積極投入服務創新的研究與發展,強化未來所需要的經濟競爭能力,而亞洲地區的國家的經濟結構雖有別於歐美等國,卻也在服務創新上需要找出屬於自己的一條路,在未來的新經濟世界中,找出自己的價值與位置,因此,...應刻不容緩結合國際及國內的產官學研,致力於推動服務創新所需要的研究基礎建設與能力培養,以台灣現有寶貴的經濟能量,建立及發展新的經濟優,對未來台灣的經濟競爭優勢有卓越的貢獻。摘自SRII亞太分會報告12/2008GrowthoftheGlobalServiceEconomy

Increaseofdailyinteractionswithhighlyspecializedservicesystems.Retail,finanical,healthcare,education,on-line,communications,technicalsupport,entertainment,transportation,leal,professional,governmentormanyothertypesofspecializedinteraactions.SSMEDisanemergingdisciplinaimedatunderstandingandinnovatingservicesystems.日常接觸的服務業，服務系統不斷的演進

Transportation

火車飛機運送

Hospitality

旅館餐飲

Infrastructure

通訊

電力

自來水

Government

警察

消防

郵務

Financial

銀行

投信

Entertainment

電視

電影音樂會

ProfessionalServices醫生律師專案經理藝人

ComplexServices業務咨詢顧問司徒達賢:產學脫節扶不起「服務業」:摘自中國時報2/22/2009焦點新聞提升服務業的競爭力可以創造更多的就業機會改善國人所得提升生活品質未來拓展到國外可以增加外銷創匯…服務業產值低優秀人才不愛製造業靠技術服務業靠人才脫節問題到處有台灣最嚴重內容單元簡介服務經濟之來臨甚麼是「服務」或「Service」?服務之定義服務與商品不同服務系統模式甚麼是「服務科學」或「SSME」?服務科學之定義服務科學之範疇基金會贊助政大服科研究中心暨清大服科研究所之目的及內容

目的與策略與願景主軸關係項目內容

甚麼是「服務」

or「Service」?

服務是無形的商品。服務的過程是經由服務提供者與客戶之互動而彼此接 收所產生之價值,是一個交換的過程。服務的結果在於彼此需求獲得滿足。服務的提供必仰賴技能與知識。服務是經由一系列個人化的互動,提供給客戶功能之

外並帶來心的感動。

商品僅是用來展現服務的平台,而服務是帶來客戶內心感動的平台電鑽及掛勾是商品,設計並完成一個美觀方便的掛衣物處為服務LED或其他光源是高科技產品,設計大樓美侖美奐又節能的光雕為服務非「一定要有甚麼科技產品，才能在全世界工作或做生意」 而是「有了甚麼服務就能在全世界工作或做生意」善用科技或服務模式創新服務範例便利商店e-CommerceStarbucksor850CVisaiPodorWiiGoogleYouTubeetc.「服務」與

「商品」有甚麼不同(一)Inseparability:一體性ServicesarecreatedandconsumedatthesametimeServicescannotbeinventoriedDemandfluctuationscannotbesolvedbyinventoryprocessesQualitycontrolcannotbeachievedbeforeconsumptionHeterogeneity:異質性Fromtheclient’sperspective,thereistypicallyawidevariationinserviceofferingsPersonalizationofservicesincreasestheirheterogeneousnaturePerceivedquality-of-servicevariesfromoneclienttothenext「服務」與

「商品」有甚麼不同(二)Intangibility:無形的ServicesareideasandconceptsthatarepartofaprocessTheclienttypicallyreliesontheserviceproviders’reputationandthetrusttheyhavewiththemtohelppredictquality-of-serviceandmakeservicechoicesRegulationsandgovernancearemeanstoassuringsomeacceptablelevelofquality-of-service(e.g.SOXact.)Perishability:毋用即失AnyservicecapacitythatgoesunusedisperishedServicescannotbestoredsothatwhennotusedtomaximumcapacitytheserviceproviderislosingopportunitiesServicecapabilityestimationandplanningarekeyaspectsforservicemanagement「服務」與

「商品」有甚麼不同(三)服務的主要三個組成概念1.Co-creationofvalue

價值共創

-

Customerasco-producerofthevalueextractedfromthe

servicesystem-Thecustomerasinputtotheserviceprocess2.Relationships服務關係

-Therelationshipisofparamountimportanceandisasourceof

innovationanddifferentiation-Long-termrelationshipsfacilitatetheabilitytotailortheserviceofferingstothecustomers’needs3.Serviceprovisioning

服務期待

-

Provisionservicecapacitytomeetfluctuationsindemands

whileretaining(qualityofservice)QoS-QoSismainlyfromtheperspectiveofthecustomer

現有許多種不同服務系統模式的研究

ServiceSystem(服務系統

)definition:Avalueco-productionconfigurationofPeople,Technology,internalandexternalservicesystems(businessororganization)…connectedtoothersystemsbyvaluepropositions…andsharedInformation

如

企業,國家,客戶中心,醫院,網路族群,基金會

等等.服務系統模式如:Front/BackstagesServicetriangleAsystemofrelationshipsServiceblueprintingFront/BackstagesFrontstageDirectinteractionwith

employees,machines,

othercustomers,etc.Customerswith

demandsBackstage

Employees,machines,

technology.Customersaresatisfiedwith

solutionsortransformedMaterials,components,

dataFinishedproducts,information,

know-howServiceSystemTheServicesTriangle:It’sallaboutpromisesCompanyCustomersProviders“MakingPromises”“KeepingPromises”“EnablingPromises”High-qualityinternalservicesandgoodinternalmanagementProduct,Price,Promotion/brand,placeValueofserviceprovidedthruProcess,People,technologyetc.ArethereGaps?

ASystemofRelationshipsA.ServiceProvider-Individual-Organization-TechnologyownedbyAC.ServiceTarget:TherealitytobetransformedoroperatedonbyA,forthesakeofBPeople,dimensionsofBusiness,dimensionsofProducts,technologyartifacts&env.Information,codifiedknowledgeB.ServiceClient-Individual-Organization-PublicorPrivateFormsofServiceRelationshipFormsofOwnershipRelationship(BonC)(A&Bco-createvalue)FormsofResponsibilityRelationship(AonC)FormsofServiceInterventions(AonC,BonC)ServiceBlueprinting:OvernightHotelStaySUPPORTPROCESSCONTACTPERSON(BackStage)(OnStage)CUSTOMERHotelExteriorParkingCartforBagsDeskRegistrationPapersLobbyKeyElevatorsHallwaysRoomCartforBagsRoomAmenitiesBathMenuDeliveryTrayFoodAppearanceFoodBillDeskLobbyHotelExteriorParkingArriveatHotelGiveBagstoBellpersonCheckinGotoRoomReceiveBagsSleepShowerCallRoomServiceReceiveFoodEatCheckoutandLeaveGreetandTakeBagsProcessRegistrationDeliverBagsDeliverFoodProcessCheckOutTakeBagstoRoomTakeFoodOrderRegistrationSystemPrepareFoodRegistrationSystemPHYSICALEVIDENCEAtoolforsimultaneouslydepictingtheserviceProcess,thePointsofContactandtheEvidenceofServicefromthecustomer’spointofview.「服務創新」常來自跨領域及其整合

Science&EngineeringBusinessAdministrationandManagementSocialSciencesGlobalEconomy&MarketsBusinessInnovationTechnologyInnovationSocial-OrganizationalInnovationDemandInnovationKnowledgesourcesdrivingserviceinnovations…內容單元簡介服務經濟之來臨甚麼是「服務」或「Service」?服務之定義服務與商品不同服務系統模式甚麼是「服務科學」或「SSME」?服務科學之定義服務科學之範疇基金會贊助政大服科研究中心暨清大服科研究所之目的及內容

目的與策略與願景主軸關係項目內容甚麼是SSME或

ServiceScience?SSME是整合科學、管理、工程三門學科的應用

Scientific,management,andengineering

disciplinestotasksthatoneorganizationbeneficiallyperformsforandwithanother(i.e.,services).SSME的目標Makeserviceproductivity,quality,performance,compliance,growth,andlearningimprovementsmorepredictablein(co-production)relationshipseitherinwork-sharingorrisk-sharing.

SSME即是研究服務系統

Aimedatimprovingservicesystems

FromIBMAlmadenServicesResearch甚麼是SSME或

ServiceScience,ManagementandEngineering?

Science

科學

isawaytocreateknowledge.FocusonresearchingtheevolvementofServiceecosystem.e.g.Formula,Equation,Modeling,Theory,Experiment,Lab, Observation,

Psychology,Behavioretc.

Management

管理

isawaytocreateandcapturevalue.

ResearchhowtoeffectivelyassureServiceQualityandPerformancee.g.Optimization,Process,LOVEM,Efficiency,Quality,BestPractice,ManagementExperienceetc.

Engineering

工程

isawaytoapplyknowledgeintheprocessofcreatingnewvalues.

Researchhowtoimproveefficiencybyleveragingknowledgeandtechnology.e.g.Specification,Speed,Technology,Method,Tools,Automation.Replication,Scalabilityetc.校園服務科學或SSME任務-政大為例

(ServiceScience,ManagementandEngineering)探討如何透過科技讓服務變得更有效率、讓服務能夠被量化、標準化，最終目標是建立生產力，並進一步去發明價值創新的服務思維。期望利用科技來建立一個有系統化的方法來實踐服務系統創新之研究領域，並進行一種企業無形資產∕隱藏價值的創造。整合科學、管理學、工程學三門專業學科，培養專業人才，希望達到「以科技為主、服務為導向」的經濟趨勢中發揮專業。為培養兼顧廣度、深度T型人才，能研發並規劃科學化、個性化、在地化的服務模式及策略。

SERVICEAS-ISTarget&ContextTO-BETarget&ContextAspirationsGoalsConstraintsResponsibilitiesNeedsWantsOUTCOMETarget&ContextIF-REDONETarget&ContextLearningSideEffectsExperienceUnintendedConsequencesGapsInsightsSHAREDINFORMATIONPlansProceduresFlowchartsRulesPoliciesRegulationsTemplatesSchedulesDiagrams/SchematicsInstructionsORGANIZATIONSSoftwareApplicationsEquipmentInfrastructureToolsVehiclesHardwareTECHNOLOGYUsersIntermediariesAgentsManagersCustomersEmployeesEngineersContractorsPEOPLEConsultantsBuildingsExpectationsRelationshipsDisputesSuppliersCompetitorsGovernmentAgenciesThirdPartiesBanksInsuranceWebCommunitieseBusinessesBenefitsSacrificesShareholdersPricesRationalChoices服務系統包括之元件

各服務系統使世界及人們周遭環境更智慧更複雜SmarttrafficsystemsSmartwatermanagementSmartenergygridsSmarthealthcareSmartfoodsystemsIntelligentoilfieldtechnologiesSmartregionsSmart

weatherSmartcountriesSmartsupplychainsSmartcitiesSmartretail

服務科學領域之歸類

GeneralServiceScienceEducationResearchinServiceScienceServiceSciencePolicyHistoryofServicesCaseStudiesMiscellaneousServiceFoundationsServiceTheoryServicePhilosophyEconomicsofServicesTheoreticalModelsofServicesMathematicalModelsofServicesServiceComplexityTheoryServiceInnovationTheoryServiceFoundationsEducationServiceEngineeringServiceEngineeringTheoryServiceOperationsServiceStandardsServiceOptimizationServiceSystemsEngineeringServiceSupplyChainsServiceEngineeringManagementServiceSystemsPerformanceServiceQualityEngineeringNewServicesEngineeringComputerServicesInformationTechnologyServicesServiceEngineeringEducation

ServiceManagementServiceMarketingServiceOperationsServiceManagementServiceLifecycleServiceInnovationManagementServiceQualityHumanResourcesManagementCustomerRelationshipManagementServicesSourcingServicesLawGlobalizationofServicesServiceBusinessEducationHumanAspectsofServicesServiceSystemsEvolutionBehavioralModelsofServicesDecisionMakinginServicesPeopleinServiceSystemsOrganizationalChangeinServicesSocialAspectsofServicesCognitiveAspectsofServicesCustomerPsychologyEducationinHumanAspectsofServicesServiceDesignServiceDesignTheoryServiceDesignMethodologyServiceRepresentationAestheticsofServicesServiceDesignEducationServiceArtsServiceArtsTheoryTraditionalServiceArtsPerformanceArtsHistoryofServiceArtsServiceArtsEducationServiceIndustries*TheServiceIndustryUtilitiesWholesaleTradeRetailTradeTransportationandWarehousingInformationServicesFinanceandInsuranceRealEstateandRentalProfessionalandTechnicalServicesManagementServicesAdministrativeandSupportServicesEducationalServicesHealthCareandSocialAssistanceArts,Entertainment,andRecreationAccommodationandFoodServicesPublicAdministrationServicesOtherServiceIndustriesClaudioPinhanez&PaulKontogiorgis,“Aproposalforaservicesciencedisciplineclassificationsystems,”PresentedatFrontiersinServiceConference,October2008學界或校園服務科學課程及研究一般結構–清大為例SSMETimeline-IBM’sinitiativestartedin2004SSMELaunched2004EstablishAwareness2004-2006Adoption2006-2008Embed2008-2010Graduatesandpractice2010andbeyond

Plan

Mobilize

Execute

ReinforceWhitepapersInitialdiscussionswithuniversitypartnersWorkshopsPressarticlesWebsitesAwarenessinacademia,industry,gov’tEarlyadoptersSSMESummitBroadenedawarenessSSMEcurriculumdevelopmentCross-industrySSMEfocusandbuy-inJointresearchprojects/awardsCasestudiesdevelopedSSMEtoolsandprogramsgrowingServicesystemsascomplexsystemsGovernmentandfoundationfundingSSMEgraduatesIndustrytrainingIndustryhiringplansBettertrainedworkforce+Serviceinnovation+Salesimpact+Clientsatisfaction+Productivity+Efficiency+LearningspeedonengagementsKeyActivities/MetricsResultsPS:Typicalcycleofdevelopmentinacademia:certificates,courses,centers,research,master’s,professionaldegreeprograms, instituteseventuallytoGraduates.Weestimateweareinyear3or4ofa10yearjourney.StakeholderPrioritiesEducationResearchBusinessGovernmentServiceSystemsCustomer-providerinteractionsthatenablevaluecocreationDynamicconfigurationsofresources:people,technologies,organisationsandinformationIncreasingscale,complexityandconnectednessofservicesystemsB2B,B2C,C2C,B2G,G2C,G2GservicenetworksServiceScienceTodiscovertheunderlyingprinciplesofcomplexservices