IBM Almaden Research Center

Service Innovations for the 21st Century

8:00	Continental Breakfast
8:30	Welcome	Mark Dean (IBM)
	Welcome to Service Innovations for the 21st Century 2004 [1,659KB PDF file]	Jim Spohrer (IBM)
		Michael Radnor (Northwestern, MATI)
	Session 1:   Service Business Landscapes	Host:   Jennifer Trelewicz (IBM)
8:45	Keynote: Service Business Landscape IBM Corporate HQ [2,719KB PDF file]	Gerard Mooney (IBM)
9:40	Break
10:00	Panel: Manufacturing Sector Companies	Moderator: James Cortada (IBM)
		Panelists:
	John Deere [2,932KB PDF file]	Thomas K Hein (John Deere)
		William McAllister (Siemens)
		Alec McMillan (Rockwell Automation)
	Value-Added Services [1,052KB PDF file]	Surinder Prakash (IBM)
		Scott Mathews (Boeing)
	Future of Services Innovation [334KB PDF file]	Christian Crews (Pitney Bowes)
11:30	Breakouts & Lunch
	Session 2:   Service Economy and Future Landscapes See breakout sessions for additions details.	Host:   David Spellmeyer (IBM)
1:00	Keynote: The Service Economy & Outlook Institute for the Future [1,828KB PDF file]	Bob Johansen
1:55	Break
2:15	Panel: Service Sector Companies	Moderator: James Cortada (IBM)
		Panelists:
		Brent A. Lowensohn (Kaiser Permente)
		Peter Gassner (salesforce.com)
	Accenture Technology Labs Service Innovation [842KB PDF file]	Luke Hughes (Accenture)
	Service Innovation Issues for Research/Consulting [91KB PDF file]	Marcelo Hoffmann (SRI)
	Choreography & Process Prowess at Dow [461KB PDF file]	Andy Hines (Dow Chemical)
		Ramu Sunkara (Oracle)
		Gary DeGregorio (Motorola)
3:45	Breakouts See breakout sessions for additions details.
5:15	Close
6:15	Dinner
	Keynote: The Open Source Paradigm Shift [2,489KB PDF file]	Tim O'Reilly (O'Reilly Media Inc.)

8:00	Continental Breakfast
8:30	Welcome
	Service Innovations References 2004 [1,289KB PDF file]	Jim Spohrer (IBM)
		Michael Radnor (Northwestern, MATI)
	Session 3:   Academic Landscape	Host:   Paul Maglio (IBM)
8:45	Keynote:   An Academic Perspective:  Where we have been and where we are going [1,868KB PDF file]	Scott Sampson (BYU)
9:40	Break
10:00	Panel: Academics perspectives on Service Innovation	Moderator: Dr. Suvrajeet Sen (NSF)
	and Services related NSF Programs	Panelists:
	Personal Academic Perspectives [23KB PDF file]	Daniel Berg (RPI)
	Service Innovations for the 21st Century [1,040KB PDF file]	Mary Jo Bitner (ASU)
		Andrew Isaacs (UC Berkeley)
		Kathleen Carley (CMU)
	Professional Education and Research at Carnegie Mellon [73KB PDF file]	Elaine B. Hyder (CMU)
	Managing Services:  An Analytical Perspective [120KB PDF file]	Nirvikar Singh (UC Santa Cruz)
	The Why, What, and How of the Science (or study) of Services [61KB PDF file]	James Hoopes (Babson)
11:30	Breakouts & Lunch
	Session 4:   Government Landscapes See breakout sessions for additions details.	Host:   Doug McDavid (IBM)
1:00	Keynote: Government-Industry-Academic Collaboration - Policy Perspective	J. Robert Vastine (US Coalition of Service Industries)
1:50	Keynote: Government-Industry-Academic Collaboration - Wider Range of Service Research	Roland Rust (U Maryland)
2:40	Break
3:00	Panel: Industry-Academic-Government Collaboration	Moderator Dr. Suvrajeet Sen (NSF)
		Panelists:
		John Sargent (Department of Commerce)
	The End of Hierarchy [228KB PDF file]	Jeff Kelley (Transform Partners)
		J. Robert Vastine (US Coalition of Service Industries)
		Roland Rust (U Maryland)
	Toward an Arts and Sciences of Services ? [109KB PDF file]	Lawrence Wilkinson (GBN)
	Finnish Innovation System and Knowledge Intensive Services [228KB PDF file]	Tiina Tanninen-Ahonen (National Technology Agency, Finland)
	PULS — A Service Innovation Research Program [396KB PDF file]	Per E. Pedersen (Norway, post-event)
4:00	Breakout Report Summaries & Where to From Here
		Jim Spohrer (IBM) Michael Radnor (Northwestern, MATI) Breakout Session Leaders
5:00	Close