1. Current Research Projects
Dr. Stephen K. Kwan
Professor, Service Science
Management Information Systems
College of Business Administration
San José State University, CA, USA
http://www.sjsu.edu/ssme
Contact: stephen.kwan@sjsu.edu
Presented at the 5th Workshop on Service Systems Science
Tokyo Institute of Technology
February 21-22, 2012
Download these slides at: http://www.slideshare.net/StephenKwan

2. Kwan 2012 2

3. Kwan 2012 3

4. Service System Worldview1
Service
Customer
Provider
Service
Experience
A Service System and Its Entities
1Kwan, S. K. & Min, J. H. (2008) “An Evolutionary Framework of Service Systems”.
Presented at the International Conference on Service Science, Beijing, China, April 17-18.
Kwan 2011 4

5. Service System Worldview
Employees &
Stockholders
Community
Service
Customer
Provider
Service
Partners
Experience
Service System Competition
Society
Kwan 2011 5

6. Service System Worldview
Service Management
Fitzsimmons & Fitzsimmons Employees & Capacity
Stockholders & Manpower
Planning,
Community Training
Service
Customer Facility
Location
Provider
& Design
Service
Partners
Experience
Social
Networking Competition
Competitive
Market Customer Service Strategy
Society Segmentation Flow & Concept Operating
Service Realized Strategy
Delivery
Kwan 2011 6

7. Value Co-Creation Through Value Propositions
Employees & Value
Stockholders
Community
Value Service
Value Customer
Provider
Value
Service
Partners
Experience
Service System Competition
Society
Kwan 2011 7

8. Information and Knowledge Management
for Service Systems Design and Engineering
Discovery Conception
Operation Design
• Service Thinking
• System Thinking
• Design Thinking Development Engineering
• Business Thinking
• Engineering Discipline
• Development Discipline
• Operations Management

9. Constructing a Value Proposition
The Customer
have a lot of VP’s
to choose from
Kwan 2012 9

10. Customer Driven Service Value Network
Value Proposition
Focal Service
Customer Relationship Provider
Value
Value
Proposition
Proposition
Provider
Service Partner
Customer’s Experience
Social Network
Network
Kwan 2012 10

11. Some Research Questions
1. From KPI’s to Value Propositions to Service Level
Agreements
2. How do you demonstrate to executives that adopting
Design Thinking for Service System Design and
Engineering will result in better Service Systems?
3. What Knowledge and Information should be shared
among Service Providers and their Network of Partners
in order to ensure quality of service?
4. Co-Production Process Quality Management for Service
Systems (with Lou Feund)
5. Definition and Measurement of Service Productivity
Kwan 2012 11

12. Information and Knowledge Management
for Service Systems Design and Engineering
Stephen, too much thinking!
Discovery Conception
Operation Design
• Service Thinking
• System Thinking
• Design Thinking Development Engineering
• Business Thinking
• Engineering Discipline
• Development Discipline
• Operations Management