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SUMMARY:Service Systems - Roger Maull and Phil Godsiff (University of Exet
 er)
DTSTART:20090923T110000Z
DTEND:20090923T130000Z
UID:TALK18499@talks.cam.ac.uk
CONTACT:Peter Wild
DESCRIPTION:The literature around service science is full of references to
  service systems. However\, the term ‘system’ appears to be used quite
  loosely. No formal definition is provided and little or no reference is m
 ade to the substantial ‘systems thinking’ literature.  \n\nThis presen
 tation will briefly discuss the key themes in that literature\, amongst th
 em\; emergence (Checkland)\, open and closed systems (Von Bertalanffy)\, r
 equisite variety (Ashby)\, reduction/systems thinking (Checkland\, Weinber
 g) viable systems and variety engineering (Beer) systems dynamics (Forrest
 er)\, synthetic thinking (Ackoff).  \n\nWe will consider the implications 
 of systems thinking for service. We suggest that S-D logic has extended th
 e boundary of the producer system to include the customer and that the eme
 rgent property of this interaction is ‘service’. This has implications
  for how we design the service system as a whole.  \nWe will discuss these
  implications drawing on examples from service organisations including ban
 king\, utilities and mobile network providers.
LOCATION:Wordsworth Room\, St John’s College
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