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Nordic Service Science Summit 2007
IBM Finland, Helsinki on Feb 28th 2007
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Sights from the event
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Johan Sandell, IBM:
"The world goes to services and most of IBM's revenue comes from services. IBM wants to promote service science together with industry, universities and government."
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State of the art of Service Science, Jim Spohrer, Almaden Research Center, IBM:
"Although most of IBM revenue comes from services, only 35% of IBM's profit. The advantage of scale does not count in services. How to improve profitability of service business?"
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How to improve customer's competitiveness, Ilkka Tykkyläinen, ABB Services:
"ABB's value proposition is to help customers to improve the usage of plants. Typical usage rate is 20%, paper mills 50%. There is a huge potential for services to help customers to be competitive."
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In search of excellence in services, Riitta Partanen-Jokela, Kone:
"Kone sells 30.000 elevators and escalators, in maintenance there are 600.000. Maintenance is even better business than new sales. Kone has transformed 'from providing technology to providing solution and services'. Instead of technology the focus is in customer and humans."
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A Challence of Welfare Society, Jaakko Kuusela, Valtiovarain- ministeriö:
"Based on aging, demand of welfare services is increasing and at the same time the workforce is decreasing – has to do more with less! We have to increase productivity creating new innovative ways to produce services with new structures and business models and technology."
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'HSE goes to services', Ari Vepsäläinen, HSE:
"HSE has worked with services for some time in several domains dealing services and is now going to transform one of the four departments to services. 'M.Sc in Information and Service Management' starts in autumn 2007."
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Knowledge intensive Services in Research / Marjatta Maula, TUT:
"Old definitions are valid no more. Knowledge intensive services are such that 'In service production value is transferred without transferring ownership'."
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SSME in IT Curriculum, Paul Kontogiorgis, IBM:
"New service professions emerge in IT area all the time, without getting proper education currently. IBM has developed curricula together with universities to educate new 'T-people' with broad understanding combined with deed expertise in some area."
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Audience group shot
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Presentations spark discussion among the audience.
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Panel discussion: 'What should universities teach and research and what else should be developed in order to meet the needs of service society?'
Evert Gummeson from Stockholm University Business School has the floor.
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Panel discussion: 'What should universities teach and research and what else should be developed in order to meet the needs of service society?'
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Exchanging ideas during the coffee break...
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...mid-event networking...
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...and appreciating the views of peers.
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Matti Lehti / Tietoenator:
"We are now witnessing new service world – digitized services. Services are no more manual person to person but automated and no more local but global."
Cristian Grönroos / Hanken:
"IBM brings energy to the arena – that is good! Attention should be paid not to invent the wheel again. There is a lot of research done eq in operation management and service management which should be able to be exploited. Services deal with humans, the focus in service science should be in human sciences."
Tiina Tanninen-Ahonen / Tekes:
"Tekes boosts innovation in services and has even changed the name. Tekes is now for 'Technology and Innovation'. The multidimensional character of service innovation brings together technology, organization and competencies, customer and the whole value network."
Juha Hulkkonen / IBM:
"Issues in service management are not new. The dramatic growth in importance of services creates the urgent call of action."
Evert Gummeson / Stockholm University Business School:
"There are also other than IT related services like health care! The care is something else than high tech: knowledge and high touch is needed."
Minna Takala / Nokia:
"The human side of service is so far hard to see. Where are the emotions, human and artistic view -- Where is service design?"
Bo Edvardsson / Karlstad University:
"In service production 80% of problems is because of the customer who are co-producers! Once co-produced, service production should be co-measured."
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