Special Session Proposal:
July 30, 2015
Full paper submission:
January 11, 2016
Notification of acceptance:
February 02, 2016
Final paper submission:
February 25, 2016
Professor Francesco Polese was visiting professor and lecturer at the Stockholm University School of Business and the Södertörn University College and at Östersund at the Mid Sweden University (2007), and invited lecturer of the University of Exeter (UK) and of the Universitat Torcuato de Tella (Argentina). He is author of three books and of more than 80 articles published in international journals as expert in Service Research, Systems thinking and Viable Systems Approach, and Innovation Management. He was guest editor of several international journals such as Journal of Service Management, Service Science, International Journal of Quality and Service Sciences, Journal of Business Market Management, Marketing Theory, Managing Service Quality, Journal of Service Theory and Practice. Since 2009 he is co-chair with Evert Gummesson and Cristina Mele of the Naples Forum on Service.
A Viable Systems Approach contribution to Service Science advances
Abstract: The Service Science program started in the early 2000s challenging the service systems that constitute today’s economies: Are the systems efficient and innovative enough? They found they are not. Today the Service Science program cooperates with over 500 institutions of higher learning worldwide to stimulate research and education. Being closer to universities of technology and computer science, IBM was initially unfamiliar with the service research tradition at business schools. Service Science is a call for academia, industry, and governments to become more systemic about service performance and innovation, it is a multidisciplinary open source program based on computer science, industrial engineering, organizational theory, business strategy and more, including the humanities.
Service Science main research focus are Service Systems, however the concern is that we do not master seamless and reliable service systems at a time when systems are becoming increasingly complex and global, making us increasingly vulnerable to systems sluggishness and failure. For this reason Service Scientists may benefit by adopting the systems view proposed by the Viable Systems Approach (VSA), a systems theory-based application for management that offers an intriguing metamodel useful to better understand complex phenomena. The Viable Systems Approach supports decision makers with a systems’ point of view that strengthens their capacity to identify key factors of the investigated reality, driving them towards more competitive and sustainable action.
Among them, he has been scientific coordinator of PROSSALIC (PROduct-Service System Across Life Cycle), a global research network funded by the FP7 EU program involving nine research centres from all over the world. Currently, he is Scientific Director of “Bergamo 2.035 – A new Urban Concept for a New World”, a joint research project promoted by University of Bergamo and GSD – Harvard University. He is author of 4 books and more than 150 papers, published in national and international journals or presented in conference proceedings.
The role of Industrial Engineering in Service Transformation of companies
Abstract: The socio-economic events of the last decade have contributed to an increased awareness of the strategic relevance deriving from the provision of services related to products as an economic remedy for facing the downfall of the markets. The result is a sudden and steep accumulation of empirical knowledge coming out from the various and dispersed ‘‘lessons learned’’ which managers and engineers are currently experiencing in supporting the transition of their companies to a product–service orientation. In fact, although services are thought to deliver higher margins, most companies find it quite problematic to master the transition; the starting point of this endeavour is often perceived as a combination of hazard and opportunities, which could turn out in a traumatic disillusionment within an organization, eventually incurring in higher costs and not achieving the expected returns. The motivation and the main objective of this keynote speech is to provide a contribution to the debate on understanding the transformation process that industrial companies are experiencing, by identifying the main organizational, engineering, technological and operational drivers which would enable and foster their transition to services and change their relationships with the end-customers, the suppliers and their eco-systems.