Plenary Session 1

Uday KarmarkarUday Karmarkar began his teaching career as an assistant professor at the University of Chicago’s Graduate School of Business. He later moved to the Simon School at University of Rochester, where he was Xerox Chair Professor of Operations Management and directed the Center for Manufacturing and Operations Management. At UCLA Anderson, he has been the Los Angeles Times Chair in Technology and Strategy since 1994 and UCLA Distinguished Professor in Decisions, Operations and Technology Management, an area group that he notes is arguably “one of the best in the world.”

His recent research has focused on information-intensive industries, and operations and technology strategy for manufacturing and service firms. As the impact of technology and globalization is causing dramatic changes in many sectors in the U.S. and other major economies, his recent research addresses changes in employment and wages which have shown greater movement in services and information since 2000. Despite the fact that more areas of business are being automated, outsourced, off-shored or transformed by self-service, Karmarkar expects continued demand for MBA skills in the U.S. job market, with greatest demand for workers who are creative, technologically savvy, analytical problem solvers, and able to work well with colleagues and customers. “Many of these skills involve complex tacit knowledge, which cannot easily be codified, off-shored or automated.” To read more click here

Title: Experience, Perception and Effort in Service Production and Consumption

Abstract: Human factors in production systems are often studied with reference to observable inputs and outputs such as productivity and quality. However, service systems raise some different issues.  In many services, experience and outcomes are not observable and often neither is effort.  So it is not straightforward to relate work inputs to outputs.  Some services involve joint production between providers and customers, so that the contributions of these parties can become difficult to unravel and manage.  In many situations, there is considerable discretion in how service “production” is carried out, and there may be phenomena such as “free riding” or “loafing”.  On the customer side, the actual value delivered by a service can depend heavily on perceptions, and what is actually remembered after a service encounter may not tally will with actual experience.  Our recent research has studied modeling and analyzing such issues in the context of service production, delivery and consumption with applications in service design, service contracting, team management, and leadership effort.

Session 2: Gamification in Service Engineering

Session Co-Chairs: Freimut Bodendorf and Christian Zagel, Germany

Session description:

Badges, points, and leaderboards are everywhere these days. Ranging from loyalty programs for hotels and airlines to measuring the amount of exercise we do in a day, gamification of our everyday lives is here to stay. Within the service engineering process gamification can be applied to raise motivation and positive emotions, dealing with typically unattractive tasks. There is a high demand for innovative applications and a deeper understanding of the psychological effects of gamification as well as for its effective implementation.

This session provides a platform to present research on gamification approaches independent of a specific service industry. Presentations on research results, state-of-the-art concepts, standards, tools, running experiments, implementations, applications, and case studies are invited.

Topic areas include, but are not limited to:

  • Gamification approaches in the service industries
  • Strategic integration of game elements into practical use cases and their respective implementation approaches
  • Evaluation of gamification elements and comparative studies
  • Psychological aspects and effects of gamification
  • Empirical studies on emotional effects of gamification endeavors
  • Focus group studies, e.g., looking at the digital generation or the elderly
  • Gamification-enriched service platforms and applications
  • Technology-based and data-driven applications for service experience, shopping experience, brand experience
  • Best practices and case studies in the areas of retail, e-commerce, customer service, healthcare, and others
  • Serious Games
  • Use cases of gamification in the omnichannel customer journey


Session 3: Advances in Simulation Based Training for Providers Interacting with Health Information Technology (HIT) (Joint Session with Human Factors in Health Care)

Session Chair: Lukasz Mazur, USA

Session description:

Simulation-based training serves multiple purposes. As a training technique, it allows participants to experience in real-time the consequences of their decisions and actions. As a ‘test-bed’ technique, it allows to identify areas of concern in procedures and technologies that might otherwise be unanticipated and serve as threats to quality/safety. As an evaluation technique, it allows to test and establish valid and reliable measures of competency and their potential use for credentialing and certification purposes. This session will focus on recent developments in simulation-based training for providers interacting with health (HIT).


Session 4: Designing Better Healthcare Facilities: Integrating Lean Thinking into Architectural Design Process

Session ChairKendra Johnson, USA

Session description:

A growing body of literature suggests that there is a strong association between the physical design of a healthcare facility and its key quality and safety outcomes. The healthcare industry is expected to spend over $250 billion on new construction in the next 10 years. Furthermore, many facilities are aging and the need for renovation is widespread. This creates an opportunity for healthcare facility planners to design and build safer and more effective facilities that enhance patient safety and satisfaction, improve the quality of care, increase workforce satisfaction and reduce the cost of care. This session will focus on recent advancements with respect to the integration of Lean thinking into architectural design efforts.


Session 5: Innovations in Quality and Safety Practices in Health Care Systems

Session Co-Chairs: Alison Amos, Kinley Taylor, Gregg Tracton and Robert D. Adams, USA

Session description:

The Practitioners’ Perspective & Mobile App Roundup  Medicine continues to struggle to develop highly reliable systems that deliver value to every patient. This is particularly challenging in multidisciplinary care settings since practice involves a diverse group of providers, each performing mutually-dependent work, with multiple hand-offs. The first half of this session will focus on innovative approaches to improve quality and safety in health care systems.  The last half will be reserved for a review of submitted healthcare-directed mobile solutions by a panel of experts.


Sessions 6 and 7: Shaping the Human Side of T-Shaped Professionals

Session Chair: James Spohrer, USA

Session description:

We invite talks and papers from industry, academia, and government policy makers on the topic of future of T-shaped talent with both depth and breadth to seize opportunities in a complex and rapidly changing world. T-shapes can be deep an any area, including human factors, industrial and systems engineering, service systems engineering, and many other discipline and system areas (see   Topics include:

  • What is a T-shaped professional and why are they so highly sought after, especially to solve service system engineering challenges?
  • Service systems engineering project-based courses that promote T-shaped development of students.
  • Practices and cultures that create and nurture T-shaped professionals.
  • Methods to assess and develop T-shaped professionals, including badges, certification, courses, etc.
  • Methods to assess and develop T-shaped teams and organizations – what is a T-shaped business, university, city?
  • Cognitive tools, assistants, collaborators, coaches, mediators that support T-shaped development in personal and professional lives.
  • How organizations, including professional associations like ISSIP, can do more to encourage T-shaped development of people.
  • Other topics related to professional development, education, research, practice, and public-policy associated with T-shaped professionals.


Session 8: Industry 4.0 and Smart Service World

Session Chair: Walter Ganz, Germany

In recent years, the term “Smart Services” has been used frequently during discussions about for instance Germany´s industrial transformation towards an “Industry 4.0”. Smart Services describe data-based, individually configurable bundles of physically delivered services, electronic services as well as physical products and devices, which are usually performed on integrated service platforms. But the advance of smart services is not limited to the industrial sector. Quite the contrary, in almost all service sectors data-based solutions and service offers are on the rise. We invite talks and papers from industry, academia, and government policy makers on the topic of the future of Smart Services from different industries.

  • Service systems engineering approaches and challenges in the design of Smart Services.
  • Methods and tools to assess and develop Smart Services.
  • Practices and cultures that supporting the Servitization and create innovative Smart Services.
  • How about the critical success factors in the shift to Smart Services?
  • Crafting data driven Business Model Innovation – focusing on your customer’s outcomes.
  • Innovating the Smart Service Value Chain – aligning resources and partners.
  • The role of new Technology and Big Data designing better Smart Service solutions.
  • Other topics related to professional development of Smart Services.


Session 9: Service Science and UX design

Session Co-Chairs: Shrikant Parikh, India, and Debra Satterfield, USA

Session description:

Ethics are central to the design and implementation of services, products, and technologies. The impact of these designs on society, the methods by which they are designed and manufactured, and the way they change human behaviors must all be considered in service design.

This session will focus on the following topics:

  • How do new services or technologies challenge existing ethical practices or laws?
  • How to incorporate user participation in the UX design process in ethical ways?
  • How are ethics implemented in representing all users in the service design and UX design process?
  • How to cultivate ethical leaders in service and businesses?
  • Cases and methodologies in the successful nurturing of ethical service-business leaders.
  • How to create corruption-proof service design?
  • Patterns observed in fate of unethical service offerings and in fate of organizations offering those.
  • What is the “Ethics dividend” in services?
    • How to measure it? How to quantify it?
    • Cases of documented “Ethics Dividend” in services.

This panel will focus on the many roles of ethics in service and product design. Examples of ethics as they apply to business, corporate, and academic case studies and research are all encouraged to apply to this session.


Session 10: Human Side of Service Engineering I

Session Chair: Aura Matias and Carolyn Brown, Philippines/USA

Session description:


Session 11: Human Side of Service Engineering II

Session Chair: Regiane Romano, Brazil

Session description:


Session 12: Citizen Engagement, HSSE Best Paper Award and 2018 HSSE Planning

Session Co-Chair:  W. Cellary and Louis Freund

Session description:

In this session three papers will be presented related with citizenship and human behavior in organizations: from a campus, though a city, to European Union.

Then, the Award Committee  will announce the Best Paper of HSSE 2017.

Finally, all attendees will contribute to planning the next edition of HSSE conference.