Abstract/Vita

GSaME Core Program Colloquium / Kolloquium Kernprogramm der GSaME
Date:
Wednesday, 11.07.2012, 10:00 – 12:00
Location:
University of Stuttgart, Room V5.01, Pfaffenwaldring 5b, Stuttgart-Vaihingen
Topic:
How Technology is Changing the Management of Services
Speaker:
Prof. Dr. Marc M. Davis, Bentley University
Abstract
Technology is creating a hyper-competitive environment in which service often provides a company
with a competitive advantage. At the same time technology, specifically information technology, is
dramatically changing how services are being delivered. We also need to acknowledge that services
involve people. This is especially true for the ultimate end user who is always a person. The current
state of services is discussed at both the macro and micro levels and existing trends in service
management and their underlying causes are introduced. One trend in particular, open service
innovation, which involves customers in the design of new services, is presented in detail.
Der unternehmerische Einsatz von Technologien führt zu einem extrem wettbewerbsintensiven
Umfeld, in dem Dienstleistungen einem Unternehmen häufig zu einem Wettbewerbsvorteil verhelfen.
Gleichzeitig verändert der Technologieeinsatz, speziell der Einsatz von Informationstechnologie (IT),
dramatisch die Art und Weise, wie Dienstleistungen erbracht werden. Dabei muss berücksichtigt
werden, dass die Dienstleistungserbringung die Einbindung von Menschen erfordert. Das gilt im
Besonderen für den eigentlichen Nutzer der Dienstleistung, der immer eine Person ist. In diesem
Vortrag wird der aktuelle Stand der Dienstleistungserbringung diskutiert und aktuelle Trends im
Servicemanagement und deren Ursachen sowohl auf der Makro- als auch der Mikroebene
beschrieben. Hierbei wird insbesondere das Thema Open Service Innovation im Detail betrachtet,
wobei es um die Einbindung des Kunden in die Entwicklung neuer Dienstleistungen geht.
Vita
Mark M. Davis, BSEE, Tufts University; MBA and DBA, Boston University
Mark M. Davis is Professor of Operations Management at Bentley University in Waltham, MA. He
worked as a manufacturing engineer for the General Electric Company and is a graduate of its
Manufacturing Management Program. He was also a programs manager for the U.S. Army Natick
Research Laboratories, where he focused on the design of military foodservice systems.
Dr. Davis’ primary research interest is service operations management with emphasis on (a) customer
waiting time issues and (b) the integration of service and manufacturing. His articles have appeared in
such journals as The Journal of Operations Management, Decision Sciences, The Journal of Services
Marketing, The International Journal of Production and Operations Management, IBM Systems
Journal, The Euro-Asia Journal of Management and The International Journal of Service Industry
Management. Dr. Davis is also the co-author of two textbooks: Operations Management: Integrating
th
Manufacturing and Services, (McGraw-Hill/Irwin, 2005, 5 edition, with Janelle Heineke), and
Managing Services: Using Technology to Create Value (McGraw-Hill/Irwin, 2003, with Janelle
Heineke).
Dr. Davis is a Past President of the Decision Sciences Institute (DSI). He also served as Program
Chair for the 2003 DSI Annual Meeting, Secretary and as a member of the DSI Board of Directors, and
is a Past President of the Northeast Decision Sciences Institute. In 2000, he was named a Fellow in
the Decision Sciences Institute. In 1998, Dr. Davis received Bentley College’s Scholar of the Year
Award. He was appointed to the 1996 Board of Examiners for the Malcolm Baldrige National Quality
Award. Dr. Davis won the Innovative Education Award for Best Paper (with Jane Tchaicha) at the
2002 Annual Meeting of the Northeast Decision Sciences Institute. Dr. Davis currently serves on the
editorial review board of The Journal of Service Management and on the Board of Overseers for
MassExcellence.
As a visiting professor, Dr. Davis has taught courses/workshops in service operations/management at
Cornell University’s School of Hotel Administration in Ithaca, New York; Instituto de Empresa in Madrid,
Spain; Groupe HEC in Paris, France; Keio University in Tokyo, Japan; and Macquarie University in
Sydney, Australia.