chapter1.4服務(wù)科學(xué)、管理與工程(SSME)概述

第一章現(xiàn)代效勞業(yè)與SSME

4效勞科學(xué)、管理與工程(SSME)概述2024年5月20日主要內(nèi)容什么是SSMESSME提出的背景和動(dòng)機(jī)SSME的多學(xué)科性SSME的人才培養(yǎng)目標(biāo)SSME的組成局部SSME的核心研究題目4.1SSME的概念與背景IBM對(duì)SSME最初的觀點(diǎn)2005年5月的“面向按需應(yīng)變的體系結(jié)構(gòu)”商務(wù)峰會(huì)上，IBM的研究者與咨詢參謀開(kāi)始探討一個(gè)粗略的設(shè)想：開(kāi)展一門新的學(xué)科—ServiceScience“效勞業(yè)已成為美國(guó)經(jīng)濟(jì)的最大一塊蛋糕，但是大學(xué)里卻沒(méi)有任何課程以教育學(xué)生如何成為一名咨詢參謀，也沒(méi)有任何與商務(wù)過(guò)程相關(guān)的教學(xué)內(nèi)容” ——PaulHorn,IBM“效勞科學(xué)是一個(gè)從根本上改善全球生活標(biāo)準(zhǔn)的時(shí)機(jī)…我們應(yīng)當(dāng)共同努力來(lái)建立這樣一門課程來(lái)教育和學(xué)習(xí)與之相關(guān)的新知識(shí)、新技能”.——SamPalmisano,IBM4.1.1什么是SSME？什么是SSME？SSMEisthemultidisciplinaryapplicationofscientific,management,andengineeringdisciplinestotasksthatoneorganizationbeneficiallyperformsforandwithanother(i.e.,services)(SSME是將科學(xué)、管理、工程的相關(guān)學(xué)科知識(shí)應(yīng)用于效勞領(lǐng)域的一門新的交叉學(xué)科).SSME也簡(jiǎn)稱“ServiceSciences”——效勞科學(xué)。SSME的關(guān)鍵詞Academiccurriculumandresearcharea(一門學(xué)術(shù)性的課程與研究領(lǐng)域)；Focuson(研究對(duì)象)：theevolutionanddesignofservicesystems(效勞系統(tǒng)的設(shè)計(jì)與演化)howservicevaluecreated,captured,andre-investedtocreatemorevalue(效勞價(jià)值如何被創(chuàng)造、捕捉和再投資)theuniquerelationshipsbetweencustomersandsuppliersinwhichtheyeachexchangevalue.(顧客與效勞提供者之間進(jìn)行價(jià)值交換的關(guān)系)themeasurementandunderstandingofserviceproductivity,quality,compliance,sustainability,andinnovation(對(duì)效勞生產(chǎn)率、質(zhì)量、靈活性、可持續(xù)性、創(chuàng)新性等方面的深入刻畫(huà)與度量)SSME的目標(biāo)及手段Goals(目標(biāo))Aimatimprovingservicesandservicesystems.(改善效勞及效勞系統(tǒng))Approach(手段)Makeproductivity,quality,performance,compliance,growth,innovationandlearningimprovementsmorepredictablein(co-production)relationships.(改善效勞在生產(chǎn)率、質(zhì)量、性能、增長(zhǎng)點(diǎn)、創(chuàng)新等方面的可預(yù)測(cè)性)4.1.2SSME提出的動(dòng)機(jī)0%10%20%30%40%50%60%70%80%90%100%181018351860188519101935196019852010為何關(guān)心Services？—世界正在成為一個(gè)大的效勞系統(tǒng)Nation%WWLabor%A%G%S25yr%deltaSChina21.0501535191India17.060172328U.S.4.83277021Indonesia3.945163935Brazil3.023245320Russia2.512236538Japan2.45257040Nigeria2.270102030Banglad.2.263112630Germany1.43336444TopTenNationsbyLaborForceSize(about50%ofworldlaborinjust10nations)A=Agriculture,G=Goods,S=ServicesUnitedStatesChina效勞經(jīng)濟(jì)正在不斷膨脹以IBM公司為例：從IT到效勞ComplexbusinesstobusinessservicesenabledbyITadvancesdriveeconomicgrowth(BPTS=BusinessPerformanceTransformationServices)比照IBM與GE(通用電氣)再看傳統(tǒng)的軟件公司提出SSME的重要性效勞已成為世界各大經(jīng)濟(jì)體中占比重最大的一局部，也是增長(zhǎng)最快的一局部：Needmoreknowledgeaboutsustainableserviceinnovationtechniques

GDP增長(zhǎng)企業(yè)收入與利潤(rùn)的增長(zhǎng)企業(yè)生產(chǎn)率與創(chuàng)新能力的提升多學(xué)科的技能與知識(shí)跨越多領(lǐng)域的人才培養(yǎng)效勞科學(xué)SSMENeedbettertrainedpeopleNeedmoresystematicmethodsforstudyingandcreatingknowledgeaboutservice

提出SSME的重要性三個(gè)方面：政府(Governments)：將效勞創(chuàng)新放在首位，以促進(jìn)GDP增長(zhǎng)；商業(yè)(Businesses)：將效勞創(chuàng)新放在首位，以提高收入與利潤(rùn)；學(xué)術(shù)界(Academics)：將效勞創(chuàng)新放在首位，以培養(yǎng)具備跨學(xué)科技能的畢業(yè)生。IBM提出SSME的動(dòng)機(jī)需要更多經(jīng)過(guò)訓(xùn)練的人：效勞職業(yè)者與研究者；需要更多的關(guān)于效勞創(chuàng)新技術(shù)的知識(shí)：創(chuàng)新是創(chuàng)造與捕捉價(jià)值的關(guān)鍵；需要更加系統(tǒng)化的方法來(lái)研究與創(chuàng)立關(guān)于效勞系統(tǒng)的知識(shí)：任何行業(yè)都需要有特定的理論根底(科學(xué))和實(shí)踐方法(工程)，效勞同樣不例外；通過(guò)研究來(lái)得到某些方法，以科學(xué)化的分析效勞、高效率的管理效勞、最大化效勞的生產(chǎn)率；類比一下1950年代至今的計(jì)算機(jī)科學(xué)的開(kāi)展歷程……tohelpcollegegraduatesgetnewskillsandabilityto“integrateacrosstraditionaldisciplinaryareastoobtaingloballyeffectivesolutionsinaservicebusinessenvironment”.效勞經(jīng)濟(jì)時(shí)代的T型人才NeedbothI-shaped(deep)andT-shaped(deepandbroad)peopleScienceandEngineeringIndustrialandSystemsEngineeringComputerScience&InformationSystemsMathematicsandOperationsResearchEconomicsandSocialSciencesBusinessAnthropologyOrganizationalChange&LearningBusinessandManagementITServicesManagement4.1.3SSME的多學(xué)科性從效勞系統(tǒng)的特征入手效勞的三大關(guān)鍵要素：人(people)技術(shù)(technology)共同創(chuàng)造價(jià)值(co-productionofvalue)——“人”與“技術(shù)”結(jié)合在一起工作，向顧客(clients)提供價(jià)值；因此，效勞系統(tǒng)被看作是一個(gè)復(fù)雜的社會(huì)化的、技術(shù)化的經(jīng)濟(jì)系統(tǒng)(socio-techno-economicsystem)；效勞的增長(zhǎng)需要在人、技術(shù)、價(jià)值、顧客四個(gè)方面的革新。Organization:managepeople,productivity++Process:manageinformation,automate++BusinessValue:managecapital,returns++效勞科學(xué)：多學(xué)科知識(shí)的整合——四大知識(shí)源社會(huì)科學(xué)：關(guān)注“人”、組織創(chuàng)新自然科學(xué)/工程：關(guān)注技術(shù)創(chuàng)新管理科學(xué)：關(guān)注商務(wù)創(chuàng)新全球經(jīng)濟(jì)與市場(chǎng)：關(guān)注顧客方的需求創(chuàng)新(businessadministrationandmanagement)(globaleconomy&markets)效勞科學(xué)：多學(xué)科知識(shí)的整合效勞科學(xué)的四大知識(shí)源：自然科學(xué)與工程(Science&Engineering)；社會(huì)科學(xué)(SocialSciences)：經(jīng)濟(jì)學(xué)、法律、組織理論等；商務(wù)管理(BusinessAdministrationandManagement)；全球經(jīng)濟(jì)與市場(chǎng)(GlobalEconomy&Markets)；效勞科學(xué)的其他根底：數(shù)學(xué)(Mathematics)：對(duì)現(xiàn)實(shí)世界進(jìn)行建模并推導(dǎo)出相應(yīng)的解決方案；信息科學(xué)(IT)：收集、分析與挖掘數(shù)據(jù)；根本目標(biāo)：充分理解“人”在效勞中的行為、滿意度等；效勞科學(xué)：多學(xué)科知識(shí)的整合4.2SSME的組成局部SSME的三大組成局部效勞科學(xué)(ServiceSciences)效勞管理(ServiceManagement)效勞工程(ServiceEngineering)科學(xué)、管理、工程Sciencetakesdataandinformationandturnsitintoknowledge(科學(xué)：分析現(xiàn)實(shí)世界的現(xiàn)象、數(shù)據(jù)與信息，并將其轉(zhuǎn)化為知識(shí))Engineeringtakesknowledgeandmakesthingsofvaluefromit(工程：應(yīng)用知識(shí)以解決實(shí)際問(wèn)題并創(chuàng)造價(jià)值)Managementexaminestheprocessofcreatingthingsofvalueandadministers,manages,supplies,optimizes,andmakesprofitablethisprocess(管理：檢視創(chuàng)造價(jià)值的過(guò)程并對(duì)其進(jìn)行有效的管理、優(yōu)化和改善)SSME-ServiceScience,Management,andEngineering

DisciplineClassificationSystemDRAFTv0.2GeneralSSMEEducationResearchinSSMESSMEPolicyHistoryofServicesServicesMarketMiscellaneousServiceScienceServiceTheoryEconomicsofServicesMathematicalModelsofServicesServicesasValueCo-CreationSystemsServicesasDynamicSystemsServicesasMulti-agentSystemsServicesasCustomer-IntensiveSystemsServiceComplexityTheoryServiceInnovationTheoryServiceScienceEducationServiceEngineeringServiceOperationsServiceOptimizationServiceSystemsEngineeringServiceSupplyChainsServiceEngineeringManagementServiceSystemsPerformanceServiceInformationSystemsServiceStandardsAssetizationofServicesServiceEngineeringEducationServiceManagementServiceMarketingServiceOperationsServiceManagementServiceInnovationManagementServiceLeadershipServiceQualityServiceLifecycleHumanResourcesManagementCustomerRelationshipManagementServiceAccountingServiceSourcingServicesLawGlobalizationofServicesServiceManagementEducationHumanBehaviorinServiceSystemsServiceSystemsEvolutionBehavioralModelsofServicesDecisionMakinginServicesPeopleinServiceSystemsOrganizationalChangeinServicesMeasurementandIncentiveinServicesCustomerPsychologyServiceDesignServiceDesignTheoryServiceDesignMethodologyServiceRepresentationAestheticsofServicesServiceDesignEducationServiceArtsServiceArtsTheoryServices-InspiredArtTraditionalServiceArtsContemporaryServiceArtsHistoryofServiceArtsServiceIndustriesTheServiceIndustryInformationServicesBusinessServicesProfessionalServicesBusinessConsultingCustomerRelationsMaintenanceandRepairPublicServicesSocialServicesHealthHospitalityTransportationRetailandWholesaleFinancialEntertainmentandMediaReligiousandSpiritualServicesOtherServiceIndustries關(guān)于效勞的假設(shè)干挑戰(zhàn)性問(wèn)題DefiningandimprovingqualityCommunicatingandtestingnewservicesCommunicatingandmaintainingaconsistentimageMotivatingandsustainingemployeecommitmentCoordinatingmarketing,operationsandhumanresourceeffortsSettingpricesStandardizationversuspersonalizationSSME的假設(shè)干研究議題(1)效勞創(chuàng)新管理(Serviceinnovationmanagem