Abstract
Approximately 60 % of the world’s workforce is currently employed by either public or private branches of the Service Sector and this value rises to 80 % in developed countries. There is also a tendency towards constant growth in the Service Sector at an international level, with people working in a broad spectrum of areas such as tourism, commerce, logistics, finance, insurance and community, social and personal services. However, and in spite of the fact that society increasingly needs more professionals who are oriented towards this sector, there are hardly any specific training plans for service professionals. This paper presents a comparative analysis about training programs in Service Science Management and Engineering (SSME). This comparative analysis was made during the definition and creation of a new curriculum for training of professionals in SSME which will be taught at the Rey Juan Carlos University, in Madrid, Spain, from the next academic year onwards. The degree is briefly described in this paper and analyzed in the comparative analysis.
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Acknowledgements
This work was partially funded by the MASAI project (TIN2011-22617) financed by the Spanish Ministry of Economy and Competitiveness and SICOMORo-CM project (S2013/ICE-3006) funded by the Regional Government of Madrid.
We would also like to thank all the participants in this project: experts from IBM Spain (Victor Camargo, Soledad Linniers, Elisa Guijarro, Jesús Freire) and EULEN (Ricardo Gabarro), external advisors, external reviewers at ISSIP (Jim Spohrer, IBM Innovation Champion and Director of the IBM University Programs World Wide), SRII (Pere Botella, Full professor at Services & Information Systems Engineering Department at the Universitat Politècnica de Catalunya), ERISS (Mike Papazogou, executive director at the University of Tilburg) and IBM-Almaden (Jorge Sanz, currently Chief Innovation Officer, Retail Banking Industry, IBM), and reviewers at the ANECA Commission. The collaboration of all of them has been the key to achieving good results.
We would particularly like to mention Pedro Lázaro (IBM Spain), one of the principal driving forces behind SSME in Spain and especially as regards this project, and who we unfortunately lost along the way.
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Appendix: Current SSME Undergraduate and Graduate Programs
Appendix: Current SSME Undergraduate and Graduate Programs
Undergraduate Programmes | ||
|---|---|---|
Denomination | School/Centre at which taught | University |
Degree in IT Service Management | College of Business Administration | Missouri State University (USA) |
B.S. Degree in Service Management | College of Human Development and College of Technology, Engineering & Management | University of Wisconsin-Stout (USA) |
Baccalauréat Universitaire en Systèmes d’Information et Science des Services” | Facultad de Ciencias Económicas y Sociales | Universidad de Genève (Switzerland) |
Bachelor of Science in Human Services with a concentration in Management | College of Social Sciences | University of Phoenix (USA) |
Bachelor of Science in Business with a concentration in Service Sector | School of Business | University of Phoenix (USA) |
Degree in Information Technologies and Services | Escola Universitària d’Informàtica “Tomàs Cerdà” | Universidad Autónoma de Barcelona (Spain) |
IT Service Science major: Bachelor of Computer and Information Sciences | School of Computing and Mathematical Sciences | Auckland University of Technology (New Zealand) |
Bachelor of Science in IT Service Management | Faculty of Computer Science | University of Applied Sciences Schmalkalden (Germany) |
Graduated Programs | ||
Master’s Programme in IT Service Management | Northampton Business School | University of Northampton (UK) |
International Master in Service Engineering | European Research Institute in Service Science (ERISS), School of Economics and Management | University of Tilburg (The Netherland), University of Stuttgart (Germany), University of Crete (Greece) |
Master in Services Engineering and Management | Department of Industrial Engineering and Management | Universidad de Oporto (Portugal) |
Master in Service Design and Engineering | EIT ICT Labs Master School | University of Trento (Italia), TU Eindhoven (The Nederland), Aalto University (Finland) and ELTE Budapest (Hungry) |
Master’s Programme in Service Design and Engineering | The Department of Computer Science and Engineering, School of Science | Aalto University (Finland) |
Services Management concentrating on the MBA program | College of Management | North Caroline State University (USA) |
Service Engineering and Management | Faculty of Automatic Control and Computers | University Polytechnic of Bucharest (Rumania) |
Master’s degree in Service Science, Management, and Engineering | Faculty of Informatics | Masaryk University (Czech Republic) |
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Marcos, E., de Castro, V., Peña, M.L.M., Garrido, E.D., Lopez-Sanz, M., Vara, J.M. (2015). Education on Service Science Management and Engineering: A Comparative Analysis. In: Nóvoa, H., Drăgoicea, M. (eds) Exploring Services Science. IESS 2015. Lecture Notes in Business Information Processing, vol 201. Springer, Cham. https://doi.org/10.1007/978-3-319-14980-6_21
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