Administrivia
Professor Bob Glushko
Email: glushko@sims.berkeley.edu
Website: http://www.sims.berkeley.edu/~glushko/
Office number: (510) 643-2754
Professor AnnaLee Saxenian
Email: anno@sims.berkeley.edu
Website: http://www.sims.berkeley.edu/~anno/
Office number: (510) 642-9980
Course Description
Three hours of lecture per week. An introduction to services science -- a new, interdisciplinary field that combines social science, business, and engineering knowledge needed for organizations (private, public, or nonprofit) to succeed in the shift to the service and information-based economy. A survey of (1) the historical, economic, and theoretical foundations of the rise of the information and service economy, (2) the analysis and design of services, (3) the technology and implementation of services, and (4) the delivery of services.
There will a take-home, short-answer midterm exam in early October and a short writing assignment in mid November. In addition, a term paper of approximately 3000 words is due by December 7. See the Assignment Instructions linked to the August 29 lecture description.
Course Information
Course Dates: August 29 to December 7, 2006
Lecture Schedule: Tuesday Thursday 3:30pm-5:00pm in 202 South Hall
Units: 3
Grading Option: Letter Grade only
Course Texts
Required
Service is Front Stage, James Teboul. 2006. ISBN: 0230006604
Book not available until October; we will use pre-prints until then
Reader
Available at Copy Central, Bancroft (late August)
Course Work
August 29 : Tuesday
1. Course Overview; Introduction to the Information and Service Economy
Lecturer: AnnaLee Saxenian
Required Readings
"The Age of Social Transformation" Peter F. Drucker [Reader]
The Atlantic (May 1994)
"Tangibles, intangibles and services: A new taxonomy for the classification of output" Peter Hill [Reader]
Canadian Journal of Economics (April 1999)
Resources
Due on December 7
August 31 : Thursday
September 5 : Tuesday
3. Introduction to the Information and Service Economy [3]
Lecturer: AnnaLee Saxenian
Required Readings
Chapters 1 and 2 of [Textbook]
"The Experience Economy" J. Pine and J. Gilmore [Reader]
"Economics and the New Economy: The Invisible Hand Meets Creative Destruction" Leonard Nakamura [Reader]
Business Review (July/August 2000)
Resources
September 7 : Thursday
September 12 : Tuesday
5. The Organization of Economic Activity: Classics [1]
Lecturer: AnnaLee Saxenian
Required Readings
"Of the division of labour (Chapter 1)" Adam Smith [Reader]
An Inquiry into the Nature and Causes of the Wealth of Nations (1776)
"The nature of the firm" Ronald Coase [Reader]
Economica (1937)
"The Organizational Failures Framework (Chapter 2)" Oliver E. Williamson [Reader]
Markets and Hierarchies: Analysis and Antitrust Implications (1975)
Resources
September 14 : Thursday
September 19 : Tuesday
7. The Organization of Production: Classics [1]
Lecturer: AnnaLee Saxenian
Required Readings
"Capital (pages 44-60)" Karl Marx [Reader]
"Scientific Management (pages 30-48, 57-60)" Frederick Taylor [Reader]
"Mass Production" Henry Ford [Reader]
"Introduction" Alfred Chandler [Reader]
The Visible Hand: The Managerial Revolution in American Business (1977)
Resources
September 26 : Tuesday
9. The Emergence of the Information and Service Economy [1]
Lecturer: AnnaLee Saxenian
Required Readings
"Neither Market nor Hierarchy: Network Forms of Organization" Woody W. Powell [Reader]
Research in Organizational Behavior 12 (1990)
"The next revolution in interactions" Bradford C. Johnson, James M. Manyika, and Lareina A. Yee [Reader]
The McKinsey Quarterly 4 (2005)
"The 21st century organization" Lowell L. Bryan and Claudia Joyce [Reader]
The McKinsey Quarterly 3 (2005)
"Evolving to a New Dominant Logic for Marketing" Stephen Vargo and Robert Lusch [Reader]
Journal of Marketing (January 2004)
Resources
September 28 : Thursday
October 3 : Tuesday
11. The Emergence of the Information and Service Economy [3]
Lecturer: AnnaLee Saxenian
Required Readings
"The Core Competence of the Corporation" C.K. Prahalad and Gary Hamel [Reader]
Harvard Business Review (May 1990)
"Six Degrees: The Science of a Connected Age (chapters 1 and 2)" Duncan Watts [Reader]
"Complexity and Economics" W. Brian Arthur [Reader]
Resources
October 5 : Thursday
October 10 : Tuesday
13. Service Oriented Archicture and Global Service Delivery Models
Lecturer: Bob Glushko
Required Readings
"Impact of service orientation at the business level" L. Cherbakov, G. Galambos, R. Harishankar, S. Kalyana, and G. Rackham. [Reader]
IBM Systems Journal 44(4) (2005)
"The Globally Integrated Enterprise" Samuel Palmisano [Reader]
Foreign Affairs (May/June 2006)
Resources
October 12 : Thursday
Lecturer: AnnaLee Saxenian
Required Readings
"Open Innovation (Chapter 1)" Henry Chesbrough [Reader]
"Creation nets: Getting the most from open innovation" John Seely Brown and John Hagel III [Reader]
The McKinsey Quarterly (2006)
"Chapter 9" Eric von Hippel [Reader]
Democratizing Innovation (2005)
Resources
October 17 : Tuesday
15. The Growing Importance of Intellectual Property
Guest Lecturers
Required Readings
"The Networked Information Economy & Some Basic Economics of Information Production and Innovation (pages 29-58)" Yochai Benkler [Reader]
The Wealth of Networks (2006)
"Introduction (pages ix-xiv)" Rochelle Dreyfus, Diane Zimmerman, and Harry First (Eds.). [Reader]
Expanding the Boundaries of Intellectual Property: Innovation Policy for the Knowledge Society (2001)
Resources
October 19 : Thursday
16. Challenges in Accounting and Finance for Services and Knowledge
Lecturer: Bob Glushko
Required Readings
"The Surprising Economics of a “People Business" Felix Barber and Rainer Strack [Reader]
Harvard Business Review (June 2005)
"Sharpening the Intangibles Edge" Baruch Lev [Reader]
Harvard Business Review (June 2004)
"Measuring Intangible Investment" L.C. Hunter, Elizabeth Webster, and Anne Wyatt [Reader]
Australian Accounting Review (2005)
Resources
October 24 : Tuesday
Lecturer: Bob Glushko
Required Readings
Chapters 3, 4, and 5 of [Textbook]
"Service Systems, Service Scientists, SSME, and Innovation" Paul Maglio, Savitha Srinivasan, Jeffrey Kreulen, and Jim Spohrer [Reader]
Communications of the ACM 49(7) (July 2006)
"Perspectives on the technology of service operations" Peter Mills and Dennis Moberg [Reader]
Academy of Management Review 7(3) (1982)
"Putting the Service-Profit Chain to Work" James Heskett, Thomas Jones, Gary Loveman, Earl Sasser, and Leonard Schlesinger [Reader]
Harvard Business Review (March 1994)
"The other end of the supply chain" Jan Holmstrom, William Hoover, Perttu Louhiluotoi, and Antti Vasara [Reader]
The McKinsey Quarterly (2000)
"Cutting corners and working overtime: Quality erosion in the service industry" R. Oliva and J. D. Sterman [Reader]
Management Science 47 (7) (2001)
Resources
October 26 : Thursday
October 31 : Tuesday
19. Service-Oriented Computing [1]
Lecturer: Bob Glushko
Required Readings
"Service-Oriented Computing: Concepts, Characteristics and Directions" Mike Papazoglu [Reader]
Proceedings of the Fourth International Conference on Web Information Systems Engineering (2003)
"Business-oriented management of web services" Fabio Casati, Eric Shan, Umeshwar Dayal, and Ming-Chien Shan [Reader]
Communications of the ACM 46(10) (October 2003)
"Toward an on-demand service-oriented architecture" C.H. Crawford, G. B. Pate, L. Cherbakov, K. Holley, and C. Tsocanos [Reader]
IBM Systems Journal 44(1) (2005)
"Enterprise Software as Service" Dean Jacobs [Reader]
ACM Queue (July/August 2005)
Resources
November 2 : Thursday
20. Case Studies/Industry Examples -- E-Government
Guest Lecturers
P.K. Agarwal of State of California Department of Technology Services (email)
Andrew Armani of State of California e-Services (email)
Required Readings
"Government Services on the Web: "California In-Touch"" J. Clark Kelso [Reader]
"P.K. AGARWAL ON PORTALS IN GOVERNMENT " P. K. Argawal [Reader]
"The Graduate " P. K. Argawal [Reader]
"Cross Boundary Integration and Government Web Portals " P. K. Argawal [Reader]
Recommended Readings
"California Portal - Information Organization, Usability, Content Currency, and Accessibility Working Group Recommendations" [Web]
November 7 : Tuesday
November 9 : Thursday
22. Case Studies/Industry Examples -- Healthcare
Guest Lecturer: Scott Young of Kaiser Permanente’s Care Management Institute (CMI) (email)
Required Readings
"HEALTH INFORMATION TECHNOLOGY: HHS is Continuing Efforts to Define Its National Strategy" David A. Powner [Reader]
GAO-06-1071T (September 1, 2006)
"A framework for assessing e-health preparedness" Nilmini S. Wickramasinghe, Adam M.A. Fadlalla, Elie Geisler and Jonathan L. Schaffer [Reader]
International Journal of Electronic Healthcare (2005)
"Paying for Performance — Risks and Recommendations" Elliott S. Fisher [Reader]
The New England Journal of Medicine (November 2, 2006)
November 14 : Tuesday
23. Strategy in an Information and Services Economy [1]
Lecturer: Bob Glushko
Required Readings
"Managing the transition from products to services" Rogelio Oliva and Robert Kallenberg [Reader]
International Journal of Service Industry Management 14(2) (2003)
"Four strategies in the age of smart services" Glen Allmendinger and Ralph Lombreglia [Reader]
Harvard Business Review (October 2005)
Resources
November 16 : Thursday
November 21 : Tuesday
November 28 : Tuesday
26. Service Design and Delivery [2]
Lecturer: Bob Glushko
Required Readings
"Technology Infusion in Service Encounters" Mary Jo Bitner and Stephen W. Brown [Reader]
Journal of the Academy of Marketing Science 28(1) (2000)
"Measuring Performance in Services" Eric Harmon, Scott C. Hensel, and Timothy E. Lukes [Reader]
The McKinsey Quarterly (2006)
"Serving the Services" Brenda Dietrich and Terry Harrison [Reader]
OR/MS Today 33(3) (June 2006)
Resources
November 30 : Thursday
27. Service Design and Delivery [3]
Lecturer: Bob Glushko
Required Readings
"Introduction to Document Engineering (Chapter 1)" Robert J. Glushko and Tim McGrath [Reader]
Document Engineering (2005)
"The Coming Commoditization of Processes" Thomas Davenport [Reader]
Harvard Business Review (June 2005)
"Service Quality in Multichannel Services Employing Virtual Channels" Rul Sousa and Christopher A. Voss [Reader]
Journal of Service Research 8(4) (May 2006)
Resources
December 5 : Tuesday
28. Jobs and the Future of Work in an Information and Services Economy
Lecturer: AnnaLee Saxenian
Required Readings
"Reorganizing Work (Chapter 5)" Stephen Herzenberg, John Alic, and Howard Wial [Reader]
New Rules for a New Economy (1998)
"Globalization of IT services and white collar jobs: the next wave of productivity growth" Catherine L. Mann [Reader]
International Economics Policy Briefs, IIE, No PB03-11 (December 2003)
Resources
last updated on 2006-12-11 by RJG