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