key: cord-0825100-0ypp6d1p authors: Tien, James M.; Berg, Daniel title: On services research and education date: 2006 journal: J Syst Sci Syst Eng DOI: 10.1007/s11518-006-5019-1 sha: a662f0d2ebdc6f79b320c89323446c78ace2cb96 doc_id: 825100 cord_uid: 0ypp6d1p The importance of the services sector can not be overstated; it employs 82.1 percent of the U. S. workforce and 69 percent of graduates from an example technological university. Yet, university research and education have not followed suit. Clearly, services research and education deserve our critical attention and support since services — and services innovation — serve as an indispensable engine for global economic growth. The theme of this paper is that we can and should build services research and education on what has occurred in manufacturing research (especially in regard to customization and intellectual property) and education; indeed, services and manufactured goods become indistinguishable as they are jointly co-produced in real-time. Fortunately, inasmuch as manufacturing concepts, methodologies and technologies have been developed and refined over a long period of time (i.e., since the 1800s), the complementary set of concepts, methodologies and technologies for services are more obvious. However, while new technologies (e.g., the Internet) and globalization trends have served to enable, if not facilitate, services innovation, the same technologies (e.g., the Internet) and 21st Century realities (e.g., terrorism) are making services innovation a far more complex problem and, in fact, may be undermining previous innovations in both services and manufacturing. Finally, there is a need to define a “knowledge-adjusted” GDP metric that can more adequately measure the growing knowledge economy, one driven by intangible ideas and services innovation. Before further addressing services research and education, it is helpful to provide some additional and pertinent background. In applying data surface mining (Berg and Einspruch, 2004) to the 50 companies with the largest sales volume in 2005, Table 3 should be able to be accessed online (Tien, 2000) ; and, with new materials and production advances, personal fabrication systems are becoming a reality (Gershenfeld, 2005) . demand is assumed to be given. Admittedly, eBay and Microsoft also protect their intellectual property by patents and copyrights, but there is disproportionately more intellectual property protection in manufacturing than in services -that is, much more than 20 percent of the patents issued are in the goods sector, or conversely, much less than 80 percent of the patents issued are in the services sector, which, as indicated in Table 1 , is now employing 82.1 percent of the U. S. workforce. As a consequence and for the reasons (OECD, 2005) . In order to be patentable, a business method or process must be "useful" in the sense that it produces a useful result; furthermore, the result must yield a transformation of matter to produce a different state or thing (Wright, 2002 • to apply a total integrated systems approach; • to apply knowledge of manufacturing and service systems; • to apply in-depth knowledge of computing; • to manage people and systems; • to design innovative products, services, facilities, equipment, processes, and systems; • to identify, model, analyze, and solve challenging real-life problems; • to possess a solid foundation in math and science; • to possess strong communication skills, including in technical writing and interpersonal communications; • to perform effectively on diverse teams, both as a leader and as a contributor; • to be an informed member of society and broadly educated in the humanities and social sciences; • to practice engineering in a socially responsible and ethical manner; and • to be motivated and prepared for continued growth and learning. As summarized in Table 6 , the first two years of the IME program provide a strong foundation in basic science, engineering science, mathematics, and the humanities and social sciences. Computer Table 2 , the majority of our graduates are entering the workforce as employees in the services sector. Indeed, while some of the same well-known goods companies (e.g., General Motors, Boeing) are still hiring large numbers of our graduates, it is their services divisions that are doing the hiring. The theme of this paper is that we can and This curriculum requires a minimum of 128 credit hours and completion of the course requirements shown in the typical four-year program presented below. First Year: Fall Credit Hours ENGR-1100 Introduction to Engineering Analysis Spring Credit Hours ENGR-1200 Engineering Graphics & Second Year: Fall Credit Hours ENGR-2050 Introduction to Engineering Design Spring Credit Hours ENGR-2600 Modeling and Analysis of Uncertainty Fall Credit Hours DSES-4140 Statistical Analysis Third Year: Spring Credit Hours DSES-4620 Operations Research II Fourth Year: Fall Credit Hours DSES-4530 Information Systems Fourth Year: Spring Credit Hours DSES-4270 IME Design 6 Students are encouraged to select a life science course such as BIOL-1010 Students must select any two of the following approved multidisciplinary electives: ENGR-1600 Materials Science for Engineer, ENGR-2530 Strength of Materials, ENGR-2090 Engineering Dynamics ENGR-2250 Thermal and Fluid Engineering I, ENGR-4050 Mod. & Control of Dynamic Systems, ENGR-2350 Embedded Control Students may select any one of the following courses to satisfy the management elective requirement: MGMT-1100 Introduction to Management Accounting for Decision Making This course can be fulfilled by taking a 2-credit course from a list of courses published at the start of each semester Students may select any three of the following courses to satisfy technical elective requirements DSES-4240 Engineering Project Management, DSES-4250 Facilities Design & Industrial Logistics, DSES-4260 Industrial Safety and Hygiene, DSES-4810 Computational Intelligence, DSES-4280 Dec. Focused Systems Engineering, Certain graduate level DSES courses can also serve as technical electives for eligible undergraduates with permission of the instructor and the adviser May be taken in either fall or spring semester Productivity and American Leadership: the Long View Data surface mining (DSM): application to economic sector analysis Corporate reputation, technology and the economic sectors Analyzing corporate innovation using the data surface mining technique Manufacturing Matters: The Myth of the Post-Industrial Economy Intangible Capital and Economic Growth CrazyBusy: Overstretched, Overbooked, and about to Snap! Strategies for Coping in a World Gone ADD The World Is Flat: A Brief History of the Twenty-First Century Service Management: Operations, Strategy, and Information Technology Five-star hospitals FAB: The Coming Revolution on Your Desktop -From Personal Computers to Personal Fabrication Internet encyclopedias go head to head Enhancing the Performance of the Service Sector: Promoting Innovation in Services Servqual: a multiple item scale for measuring consumer perceptions of service quality The four faces of mass customization The Experience Economy Inside the spyware scandal The Resilient Enterprise: Overcoming Vulnerability for Competitive Advantage Technology and happiness On automated correctional data systems Individual-centered education: an any one, any time, any where approach to engineering education Towards a decision informatics paradigm: A real-time, information-based approach to decision making Viewing urban disruptions from a decision informatics perspective Services innovation: decision attributes, innovation enablers, and innovation drivers Systems engineering in the growing service economy A case for service systems engineering An Evaluation of the Wilmington Management of Demand Program Towards real-time customized management of supply and demand chains National Innovation Act Democratizing Innovation Business Method Patents: Are There Any Limits A robust dynamic pricing approach that tracks the customer's imputed valuation TIEN is the Yamada Corporation Polytechnic Institute (1966) and the SM, EE and PhD from the Massachusetts Institute of Technology The Berg is active as a board member for and advisor to many universities, federal agencies, and industrial organizations.