Teaching Service Science in the iSchool at the University of Toronto

Teaching Service Science gin the iSchool at the U i e ity of To o toUniversity of Toronto

K ll LKelly Lyons

A dAgenda The iSchool at the University of Toronto The iSchool at the University of Toronto Service Science in iSchools INF2306: Introduction to Service Science

Overview Assignments Weekly Activitiesy

Recap, Questions, Discussion

The iSchool@Toronto2

Th F lt f I f tiThe Faculty of Information

The iSchool@Toronto3http://ischools.org/

The Faculty of Information y(iSchool) at University of Toronto Multidisciplinary expertise in:

Big data analytics Programs in:

Information Systems and DesignBig data analytics Sociotechnical modeling Human-computer interaction and

usability Knowledge management in

Information Systems and Design Culture and Technology Archives and Records Management Critical Information Studies

Knowledge Management and Knowledge management in organizations

Service Science Collaborative systems

Classification

Knowledge Management and Information Management

Library and Information StudiesKnowledge Media Design Classification

Information seeking behaviour Museums ...

Knowledge Media Design Health Informatics ....


iS h l t U fTiSchool at UofT


Ab t MAbout Me1991-2007

Business Models & Processes

Science &Technology

Service Science

2004-2005

Requires innovation that combinespeople, technology, value and

clients

People & Culture

2008-now


S i S iService Science Service Science: Strives to bring together many Service Science: Strives to bring together many

disciplines (computer science, information systems and technology, cognitive science, economics, organizational behaviour, human resources management, marketing, operations research, and others) in an attempt to study and understandothers) in an attempt to study and understandservice systems

-- Maglio, P. and Spohrer, J. (2008). Fundamentals of service science. Journal of the Academy of Marketing Science, 36(1), 18-20.


Lyons K (2010) Service science in iSchools PresentedLyons, K. (2010). Service science in iSchools, Presented at the 5th Annual iSchool Conference, February 3-6, 2010, University of Illinois at Urbana-Champaign, 5 pages


iS h liSchools Bring multidisciplinary approach to study Bring multidisciplinary approach to study

information, people and technology as equally interacting entitiesinteracting entities Interested in the relationship among information,

people and technologypeople and technology

24 iSchools in 23 universities in 6 countries* iCaucus iCaucus iConference *As of December 2009


-- iSchools Motivation, http://www.ischools.org/history/motivation/-- Olson G. M. and Grudin, J. 2009. The information school phenomenon. In Interactions, 16, No. 2 (March and April 2009). ACM Press, New York, NY, 15-19.

iS h l d S i S iiSchools and Service Science

iSchool Vision Service Science GoalsRelationship between information, Studies service systems --information, people, and technology people, technology, and organizations


iS h l d S i S tiSchools and Service Systems Compare expertise required and approach

of study

iSchool Vision Service Science GoalsRequires multidisciplinary (transdisciplinary) approach

Requires multidisciplinary approach(transdisciplinary) approach approach

-- iSchools Vision, http://www.ischools.org/history/vision/-- Maglio, P. and Spohrer, J. 2008. Fundamentals of service science. J. Academy of Marketing Science, 36(1), 18-20.


iS h l d S i S iiSchools and Service Science iSchool vision highlights:g g

The importance of industry which can help shape an applied research agenda

The leadership iSchools bring in providing direction to industry and g g ygovernment.

Service science strategy requires engagement with university, government, and industry partners

iSchool Vision Service Science GoalsWork with industry to shape research direction

Bring academia, industry, government togetherdirection together

-- iSchools Vision, http://www.ischools.org/history/vision/-- Spohrer, J. and Riecken, D. Guest Editors, 2006. Communications of the ACM, July 2006, 49(7), 31-32


iS h l d S i S iiSchools and Service Science iSchools: Expertise needed in all forms of information (uses, users, p ( , ,

technologies and their applications) Service science: Knowledge needed in humans and organizations,

business domains, and technology, gy

iSchool Vision Service Science Goals

U d f i f i H d i iUses and users of information, information technologies, applications

Humans and organizations, technology, and business domains

-- iSchools Vision, http://www.ischools.org/history/vision/-- Maglio, P. and Spohrer, J. 2008. Fundamentals of service science. J. Academy of Marketing Science, 36(1), 18-20.


iS h l d S i S iiSchools and Service Science iSchool students: develop expertise in multiple high-valued areas p p p g

and act as boundary crossers Service scientists: -shaped: deep knowledge in one or more

areas and able to bridge across complexities of other disciplines g p p

iSchool Vision Service Science Goals

Depth in one of information, Requires depth in one or more areas

F M d D Mill R A 2006 C i h i hi ki i

Depth in one of information, technology, people not sufficient to understand connections between them

Requires depth in one or more areas and the ability to communicate across complexities of other disciplines

-- Furst, M. and DeMillo, R. A. 2006. Creating symphonic-thinking computer science graduates for an increasingly competitive global environment, Whitepaper-- Glushko, R. J. 2008. Designing a service science discipline with discipline. IBM Systems Journal, 47(1), 15-27.


iS h l d S i S iiSchools and Service ScienceiSchool Vision Service Science Goals

Relationship between information, people, and technology

Studies service systems: information, people, technology, and organizations

R i ltidi i li R i ltidi i li hRequires multidisciplinary (transdisciplinary) approach

Requires multidisciplinary approach

Work with industry to shape research Bring academia, industry, government y pdirection

g , y, gtogether

Uses and users of information, information technologies applications

Humans and organizations, technology, and b siness domainsinformation technologies, applications and business domains

Depth in one of information, technology, people not sufficient to

Requires depth in one or more areas and the ability to communicate across


gy, p punderstand connections between them

ycomplexities of other disciplines

Service Science in iSchoolU i itiUniversities Service Science Programs Service Science Programs Service Science Courses Service Science Activities

Analyzed iSchool Universities (23) Reviewed iSchool websites for courses, programs, research projects, Reviewed iSchool websites for courses, programs, research projects,

faculty profiles Searched for university name and service science Reviewed conference programs (Frontiers in Service, 2007, 2008, p g (

2009) for university names Reviewed IBM website of programs in Service Science*


* https://www.ibm.com/developerworks/wikis/display/ssme/Universities

Service Science in iSchoolU i itiUniversities Six iSchools with presence in service science: Six iSchools with presence in service science:

2 with programs 1 with course(s) 3 with activities 3 with activities

Eight of the universities have service science presence in their Engineering and/or Computing schoolsEl f th i iti h i i i Eleven of the universities have service science presence in their Business and / or Marketing schools

(Could not find any indication of service science activity in three of the universities)


Service Science in iS h l@T tiSchool@Toronto

iSchool@Toronto breadth

P iPriordegreedepth

iSchool@Torontoconcentrationdepth

-Shaped People


INF2306: Introduction to S i S iService Science 2007: York University Department of 2007: York University Department of

Computer Science and Engineering 2008: University of Toronto Faculty of 2008: University of Toronto Faculty of

Information2009 U i it f T t F lt f 2009: University of Toronto Faculty of Information

2013: University of Toronto Faculty of Information


INF2306: Introduction to S i S iService Science Professional masters students in the Professional masters students in the

Faculty of Information Doctoral students in the Faculty of Doctoral students in the Faculty of

Information12 13 k ( 3 h l k) 12-13 weeks (one 3-hour class per week)


R i d S i S iReminder: Service Science How can we properly describe service systems? How can we properly describe service systems? How can we represent (model) service systems? How do we use our descriptions and How do we use our descriptions and

representations to enable analysis, optimization, and innovation in service systems?and innovation in service systems?

-- R. Glushko, “A Systems Approach to Service Science Research”, Service Science Faculty Workshop National Tsing HuaService Science Faculty Workshop National Tsing HuaUniversity, 16 June 2008


C O tliCourse Outline Three main topic areas each covered in approximately one Three main topic areas each covered in approximately one

third of the course:1. Introduction to Service Science, Services, and Service Systems:

How do current definitions and theories apply (or not) to real service pp y ( )systems?

2. Modeling, Analysis, and Design of Service Systems: What modeling techniques can be used to understand and represent service

?systems?3. Innovation in Service Systems: What new techniques can be used to

enhance service systems and the ways in which they work? How can models of service systems help identify innovation opportunities?models of service systems help identify innovation opportunities?

http://individual.utoronto.ca/klyons/INF2306-Winter2013/INF2306-ServiceScience-Syllabus-Winter2013-final.htm


A i tAssignmentsA i t 1 U d t di ltidi i li i 25%Assignment 1 Understanding multidisciplinary service

science research25%

Assignment 2 Characterizing service systems 30%Assignment 3 Modeling and innovating in service 30%g g g

systemsParticipation Weekly Blog post submitted before

class (3 posts per student – 5% per15%

class (3 posts per student – 5% per post)


Fi t A i tFirst Assignment A framework to situate and relate IS/IT/CS research to A framework to situate and relate IS/IT/CS research to

service science research activities May also be used to:

Define service science research collaborations, consortia or programs Establish interdisciplinary collaborations Design service science curriculum and courses that cover topics across

and within service science areas

Lyons K (2011) A framework that situates technology researchLyons, K. (2011). A framework that situates technology research within the field of service science. In H. Demirkan, J. C. Spohrer, & V. Krishna, (Eds.), Service systems implementation, a volume in service science: Research and innovations (SSRI) advances of service systems (175–188) New York: Springer.


Fi t A i tFirst Assignment Select 3 papers from Workshop on Select 3 papers from Workshop on

Information Technologies and Systems 2008 (theme: “Service Innovation in a2008 (theme: Service Innovation in a Globally Networked Economy”) Position them on the Framework Position them on the Framework Critique the Framework


S d A i tSecond Assignment

Lyons, K. & Tracy, S. (2013). Characterizing organizations as service systems. Human Factors and Ergonomics in Manufacturing, 23, 19-27. doi: 10.1002/hfm.20517

Tracy, S. & Lyons, K. (2013). Service systems and the social enterprise. Human Factors and Ergonomics in Manufacturing, 23, 28-36. doi: 10.1002/hfm.20516


S d A i tSecond Assignment Select an organization or entity that you wish to study as a Select an organization or entity that you wish to study as a

service system Use the framework from (Lyons & Tracy, 2013) to analyze

this organization or entitythis organization or entity Use the ethics protocol and accompanying interview guide to

interview someone inside that organization who is familiar with it

Ultimate goals: 1) to discover insights about the organization or entity; and 2) to determine the applicability of the service y; ) pp ysystem framework for describing your chosen organization or entity


Thi d A i tThird Assignment Using the service system analyzed in assignment 2, select a g y y g ,

component or piece that system Select a modeling approach and use it to represent that component or

piece of the service system Discussion about how the modeling technique and resulting model

might be used to identify improvements in the service system Identify an innovation in your service system and discuss whether it is

a technological, social-organizational, process-oriented, business model innovation or other kind of innovation. Describe the changes needed to implement the innovation


A i tAssignments Assignment 1: Become familiar with the Assignment 1: Become familiar with the

concepts of service science and research Assignment 2: Analysis of service systems Assignment 2: Analysis of service systems Assignment 3: Model, represent, and find

i ti ithi i tinnovations within service systems


R l t A i t tRelate Assignments to: How can we properly describe service systems? How can we properly describe service systems? How can we represent (model) service systems? How do we use our descriptions and How do we use our descriptions and

representations to enable analysis, optimization, and innovation in service systems?and innovation in service systems?

-- R. Glushko, “A Systems Approach to Service Science Research”, Service Science Faculty Workshop National Tsing HuaService Science Faculty Workshop National Tsing HuaUniversity, 16 June 2008


W kl Cl A ti itiWeekly Class Activities Discuss the readings Discuss the readings Demonstrate some aspect(s) of readings

on a specific service systemon a specific service system Students apply those concepts to their

h i f i tchoice of a service system


E l A ti it M d liExample Activity: Modeling Objective: To experiment with different modeling techniques j p g q

presented in the readings. Activity:

Consider some aspect of the service system that you selected for Assignment 2. Select one (or more) of the modeling frameworks presented in this week’s

readings / lecture. Experiment with representing / describing the selected part of your service

system using the frameworkssystem using the frameworks

Discussion: How did that work? What did you learn about the frameworks?y What did you learn about your chosen service system?


RRecap Service Science in iSchools Service Science in iSchools INF2306 in iSchool at University of Toronto

U d t d t th i d fi iti Understand concepts, theories, definitions Consider IS/IT/CS research in relation to service

sciencescience Characterize an organization as a service system Represent some aspect of that service system and Represent some aspect of that service system and

identify innovation opportunities


Di i / Q ti ?Discussion / Questions?

kelly lyons@utoronto [email protected]

http://www.individual.utoronto.ca/klyons


Teaching Service Science in the iSchool at the University of Toronto

Presentations & Public Speaking

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