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IBM On "Succeeding Through Service Innovation."


Check at Matt Vella?? review of an important new study out of IBM?? London operation on the importance of service innovation for education, research, business and government.

It?? a good benchmark on where service innovation is today and why it is so important to both business and the public sector. The language is a bit heavy-going but take the time.

There is a growing movement to create a Service Science, along the

lines of Computer Science. SSME, or Service Science, Management and Engineering--short for just Service Science--is beginning to emerge as a distinct discipline. To quote the IBM report, the vision of Service Science "is to discover the underlying logic of complex service systems and to establish a common language and shared frameworks for service innovation."

One of the goals for education is to create "T-shaped professionals or adaptive innovators." I first heard of T-shaped people from IDEO about five years ago. These are people with deep knowledge of a field who can also work across disciplines with other people to breach traditional borders. Engineers who like to work with anthropologists, for example.

For a video of the IBM researcher talking about Service Science, click here.

For the whole IBM report, click here.


Later, Baby
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