IBM Almaden Research Center

Service Innovations for the 21st Century

1. Growth & Optimization
   Co-leads: Daniel Connors, IBM & Mark Davis, Bentley College
   Invest for future revenue growth in emerging markets (exploration) or invest for optimization of service operations for profit margin improvement in established parts of the business (exploitation) - this is the fundamental balancing act of highly competitive services businesses. Portfolio Management. Service Operations. Growth Strategies. Business Optimization. Efficiency Strategies. Innovation Strategies. Capital Optimization. Risk. Reward. Hedging. ROI. Real Options. Value Innovation. Demand Innovation. Relationship Innovation. Process Innovation. Offering Innovation. Profit Pool Analysis. Logistics. Service Supply Chain. Forecasting. Yield Management.
   
   
2. Productivity & Client Satisfaction
   Co-leads: Ko-Yang Wang, IBM & Ram Akella, UC Santa Cruz
   Improving productivity while simultaneously improving client satisfaction is key to the growth of service businesses in a competitive environment. Self Service. Collaboration. Knowledge Management. Client Relationships. Partner Relationships. Human Capital Management. Performance Management. Coproduction (Perfom for, Perform with). Service Operations. Quality/Excellence Management. Benchmarking. Best Practices. Rehearsal Infrastructures. Contracts.
   
   
3. Design & Delivery
   Co-lead: Tom Luin, IBM & Nirvikar Singh, UC Santa Cruz
   Improving the design and delivery of service offerings has key difference from manufactured products. Opportunity Management. Engagement Management. Project Management. Delivery Excellence. Time & Expense Management. Invoice Management. Resource Management. Yield Management. Partner & Client Relationships. Custom Delivery. Standardization. Development Roadmaps. Service Offering Life Cycles. Aesthetics. Sales. Reconciliation. Service Cycle. Tracking Emerging Capabilities. Tracking Emerging Demand.
   
   
4. People & Technology
   Co-leads: Paul Maglio, IBM & Mary Jo Bitner, ASU
   Transforming a business organization means evolving or implementing new work systems that are a mixture of people and technology. Organizational Change. Optimal Change Rates. Enterprise Transformation. Service Platform Standards. Service Oriented Architectures. Web Services. Service Computing Standards. Human Capital Management. Communication and Language. Generalist and Specialists. Culture & Diversity. Performance Management. Collaboration. Knowledge Management. Organizational Factors. Intangibles. Incentive Systems. Cultural Change Factors. Adoption of Innovation. Transformation of Work. eLearning. Two Level Learning. Organizational Learning. Control & Governance. Social Negotiation. Transformation Failures & Failure Rates.
   
   
5. Models & Decisions
   Co-leads: David Spellmeyer, IBM & Kathleen Carley, CMU
   Models of aspects of the business can be used for many purposes, to support decisions and support strategic thinking and communications. Computational Organization Theory. Generative models. Generating Business Models. Decision Making. Communications. Planning. Forecasting. Model Fidelity. Granularity. Human-to-Human Communications. Model Update from Live Data. Model Evolution. Industry Evolution. Business Value of Model. Opportunity Management. Human Capital Management. Yield Management.
   
   
6. Data & Policy
   Co-leads: Douglas McDavid, IBM & James Hoopes, Babson
   Collecting and using service data presents many challenges -- measuring intangibles, macro-economic data, ethnography of work, social policy issues (privacy, confidentiality, etc.). Public data. Private Data. Business Value of Data. Standard. Regulations. Compliance. Traceability. Privacy. Ethics. Access. Fairness. Intellectual Property. Macroeconomics. National & Global Accounting & Policy.
   
   
7. Analytics & Metrics
   Co-leads: Murray Cantor, IBM & Scott Matthews, Boeing
   Means to instrument service delivery, quantitative methods for evaluating progress of structurally uncertain programs, measuring value created through management leverage. Real Option Analytics. Real Option Metrics. Improved Operations Frameworks. Non-Transactional Organizations Value Assessment. Agile Technology Program Management. Model Driven Finance (MDF). Managing Uncertainty. Future Projects. Past Performance. Measurement and Modeling of Technology Cost-Risk. Structured Supplier Relationships. Yield Management. Measurement. Monitoring. Indicators. Means of Instrumenting Serrvice Planning and Delivery.
   
   
8. Strategy & Transformation
   Co-leads: Stuart Feldman, IBM & Nirmal Pal, PSU
   From manufacturing economies of scale and scope to service economies of depth and coordination, service strategy and enterprise transformation are continuous processes. Relationship Marketing. Service Marketing. Account Management. Enterprise Transformation. Opportunity Gap Assessments. Execution Gap Assessments. Business Value Case Development. Organizational Change Case Development. Game Changing Strategies. Best Practices. Productization of Services. Products to Service Adjacent Spaces. Services to Product Adjacent Spaces. Utilization. Asset Commercialization and Value. Value Creation/Capture. Cost Profiles. Pricing Approaches (Value-based, Cost-based, Risk sharing). Timing Issues (short/long term/seasonal). Value Chains. Media Issues. Valuation Profiles. Mergers & Acquisitions. Investment. Competitive Advantage. Cooperative Advantage. Brand. Leadership. Service Leverage. Component Business Models. Outsourcing. New Business Models. Change Drivers. Disruptive Innovations (Telerobotics, Semantic Web, Massively Mulitplayer On-Line Games,Attention Economics, Peer Production Systems, eLance Economy, NBIC Convergence, Healthcare Consumer Empowerment, Social Network Analysis, Structural Holes. Boundary Objects. Complexity Management).
   
   
9. Curriculum & Research
   Co-leads: Jim Spohrer, IBM & Elaine Hyder, CMU
   What curriculum will prepare graduates for impactful careers in industry creating value from service practice and innovation? What research agenda will help drive fundamental advances in knowledge about value creation in coproduction relationships that are at the heart of the service economy? A committee to work on a "Service Science" curriculum and research agenda. All the breakouts will contribute to this, and this breakout will consolidate many ideas generated throughout the conference. Building the Service Profession. Qualifications. Experience. Skills. Competencies. Development. Sourcing. Community. Cross Institutional Alliances. Centers of Excellence.