Teaching Service Science in the iSchool at the University of Toronto

Teaching Service Science g
in 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@Toronto
2

Th F lt f I f tiThe Faculty of Information
The iSchool@Toronto
3
http://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 Studies
Knowledge Media Design Classification
 Information seeking behaviour
 Museums
 ...
 Knowledge Media Design
 Health Informatics
 ....
The iSchool@Toronto
4

iS h l t U fTiSchool at UofT
The iSchool@Toronto
5

Ab t MAbout Me
1991-2007
Business Models &
Processes
Science &
Technology
Service Science
2004-2005
Requires innovation that combines
people, technology, value and
clients
People & Culture
2008-now
The iSchool@Toronto
6

A dAgenda
 Overview
 Assignments
The iSchool@Toronto
7

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 understand
service systems
-- Maglio, P. and Spohrer, J. (2008). Fundamentals of service science.
Journal of the Academy of Marketing Science, 36(1), 18-20.
The iSchool@Toronto
8

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
The iSchool@Toronto
9

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
The iSchool@Toronto
10
-- 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 Goals
Relationship between information, Studies service systems --information,
people, and technology people, technology, and organizations
The iSchool@Toronto
11

iS h l d S i S tiSchools and Service Systems
 Compare expertise required and approach
of study
Requires 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.
The iSchool@Toronto
12

 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 andg g y
government.
 Service science strategy requires engagement with university,
government, and industry partners
Work with industry to shape research
direction
Bring academia, industry, government
togetherdirection together
-- Spohrer, J. and Riecken, D. Guest Editors, 2006. Communications of the ACM, July 2006, 49(7), 31-32
The iSchool@Toronto
13

 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
U d f i f i H d i iUses and users of information,
information technologies, applications
Humans and organizations,
technology, and business domains
-- Maglio, P. and Spohrer, J. 2008. Fundamentals of service science. J.
Academy of Marketing Science, 36(1), 18-20.
The iSchool@Toronto
14

 iSchool students: develop expertise in multiple high-valued areasp 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 disciplinesg p p
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.
The iSchool@Toronto
15

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, governmenty p
direction
g , y, g
together
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
The iSchool@Toronto
16
gy, p p
understand connections between them
y
complexities of other disciplines

Service Science in iSchool
U 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*
The iSchool@Toronto
17
* https://www.ibm.com/developerworks/wikis/display/ssme/Universities

Service Science in iSchool
U 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 schools
El 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)
The iSchool@Toronto
18

Service Science in
iS h l@T tiSchool@Toronto
iSchool@Toronto breadth
P iPrior
degree
depth
iSchool@Toronto
concentration
depth
-Shaped People
The iSchool@Toronto
19

A dAgenda
 Overview
 Assignments
The iSchool@Toronto
20

INF2306: Introduction to
 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
Information
2009 U i it f T t F lt f 2009: University of Toronto Faculty of
Information
 2013: University of Toronto Faculty of
Information
The iSchool@Toronto
21

INF2306: Introduction to
 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
Information
12 13 k ( 3 h l k) 12-13 weeks (one 3-hour class per week)
The iSchool@Toronto
22

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 Hua
University, 16 June 2008
The iSchool@Toronto
23

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 servicepp 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
The iSchool@Toronto
24

A i tAssignments
A i t 1 U d t di ltidi i li i 25%Assignment 1 Understanding multidisciplinary service
science research
25%
Assignment 2 Characterizing service systems 30%
Assignment 3 Modeling and innovating in service 30%g g g
systems
Participation Weekly Blog post submitted before
class (3 posts per student – 5% per
15%
class (3 posts per student – 5% per
post)
The iSchool@Toronto
25

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.
The iSchool@Toronto
26

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
The iSchool@Toronto
27

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
The iSchool@Toronto
28

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 servicey; ) pp y
system framework for describing your chosen organization or
entity
The iSchool@Toronto
29

Thi d A i tThird Assignment
 Using the service system analyzed in assignment 2, select ag 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
The iSchool@Toronto
30

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
The iSchool@Toronto
31

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 Hua
University, 16 June 2008
The iSchool@Toronto
32

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
The iSchool@Toronto
33

E l A ti it M d liExample Activity: Modeling
 Objective: To experiment with different modeling techniquesj 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?
The iSchool@Toronto
34

A dAgenda
 Overview
 Assignments
The iSchool@Toronto
35

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
The iSchool@Toronto
36

Di i / Q ti ?Discussion / Questions?
kelly lyons@utoronto cakelly.lyons@utoronto.ca
http://www.individual.utoronto.ca/klyons
The iSchool@Toronto
37

Teaching Service Science in the iSchool at the University of Toronto

More Related Content

What's hot (17)

Viewers also liked (20)

Similar to Teaching Service Science in the iSchool at the University of Toronto (20)

More from International Society of Service Innovation Professionals (20)

Recently uploaded (20)

Teaching Service Science in the iSchool at the University of Toronto