國立清華大學 服務科學研究所

    The world is evolving, from agricultural and industrial economy, gradually toward service economy. In the main countries of Organization for Economic Co-operation and Development (OEDC), the service sectors account for more than 60 or 70 percent of their GDPs. It is obvious that the service industries will meet the trend of global economy in the future. Also, the service sector currently accounts for more than 67 percent of Taiwan’s GDP, and will reach 71.4 percent in the future.
    In order to meet the requirements of and to take the opportunities of both the worldwide and national economical trends, every government has to adopt the strategic ways to face the new coming challenges and to create the potential economical opportunities. Our government is also included. Besides conventional services, the value-adding economical activities involved by both service providers and service users leverage manufacturing capabilities to contribute to service innovation. With the drastically changing of the technology, it will become main issues in Supply Chain Management to innovate the service contents, the service providing, and the marketing.In order to meet the global trend of the service industry, several research institutes and colleges in developed countries, and some large corporations such as IBM and HP focus on the systematical study of service science. Many famous schools, such as MIT, and UC Berkeley, also provide the related courses. In addition, the industries also long to recruit service-based cross-disciplinary professionals. The above reasons make us realize that we are in urgent need of building up an institute that focuses on “service innovation.” Considering how the worldwide academia systemizes the new development of service science, the foundation of our institute will integrate science, engineering, humanity colleges with technology management to conduct cross-disciplinary research and teaching. Also, we can lead the development of service science and IT-enabled services, and nourish professionals in service innovation.

1.     Integrating science, technology, and management to develop service science discipline

2.     Nourishing professionals in service innovation to improve wellbeing of human society

3.     Leveraging academic and industrial resources to raise national competitiveness Participating in international academic communities for service science research

    According to our vision, we focus on technology-enabled and knowledge intensive service innovation and management. Our researches are mainly on some related fields, such as Finance, Retailing and Distribution, Telecommunication and Content Service, Healthcare, R&D, and Manufacturing Service. Our fields of study can be divided into the following parts: Service Design, Service Innovation, Service Engineering and System, Service Information Management and Decision Support, and Service Management.

(1) Service Design

  Service process modeling, service optimization and standardization, and service value chain

(2) Service Innovation

  The processes and the strategies of service innovation, the innovative services contributions to organizations and market innovations

(3) Service Engineering and System

  Service information system, service oriented architecture (SOA), Web service, and mobile service

(4) Service Information Management and Decision Support

  Because the services are usually clients-oriented, knowledge-intensive, and interacting with the communities, the design of e-Service and the required information, both brought by the connections between the service and the Internet, should be real-time and mobile. Besides, it also requires large amount of knowledge and information during the decision procedure. Hence, it is necessary to use such methods as date mining, text mining, social network analysis, and other AI techniques to establish the e-Service oriented business intelligence and the competitive advantages. This field of study includes intelligent decision support and customers relationship management, knowledge management, data/text mining and service intelligence.

(5) Service Issues

  Service intelligence property, financial risk management, user behavior pattern and

research in the network organization, e-Service for information technology adoption and diffusion, e-Service influence on the organizations and the markets, e-Service value chain analysis, and the researches on the chosen industries such as manufacturing, retailing and distribution, telecommunication and content service, information service, and R&D.

    Our research strategies are to cooperate with international and domestic academies, to participate in the communities of service science, to associate with the resources from both the industries and the governments, and to assist in developing the policy on the service industries. Based on the initially research energies and the issue importance, our research focuses on Retailing and Distribution, Telecommunication and Content Service, Information Service, R&D, Consulting, Healthcare, and Innovation and entrepreneurship service.
(1) Academic Cooperation

  We will cooperate with international and domestic academies, and participate actively in the communities of service science. For example, we plan to invite 2 or 3 famous visiting scholars who major in MIS and Service Science to our institute every year. Also, In order to greatly improve our research energies and resources, we are planning to contract with the related institutes for academic cooperation. Furthermore, we will attend the important international conference, and expand the influences on the international academia.

(2) Industrial Development

  To associate with the aim of that our government develops the knowledge intensive industries, our research focuses on the following: Telecommunication and content service, innovation and entrepreneurship service, information service, R&D, consulting, healthcare, retailing and distribution. We have had IBM’s 4-year supports of both software and hardware since September, 2006. In the future, we plan to cooperate actively with the industries and to establish the Service Innovation Consortium, to improve the development of the industries, and to expand the research issues.

(3) Assist in Policy toward Service Industries

  Research on the service industries, the innovation services, and the industrial ecosystem Assist in the policy on the industrial development.

Short term (1~3 years)

•      Recruiting more faculty

•      Developing core value theories for service science

•      Erect cross-college service science courses

•      Focus on such industries as finance, distribution, health care, communication and media, information service,
        R&D, entrepreneurship, etc.

•      International faculty and student exchange program

•      Launch doctoral program

Midterm (4~6 year)

•      Continue missions committed in short term

•      Form Service Innovation Consortium to link to industrial partners

•      Promote information service innovation and entrepreneurship

•      Develop professional community for service science researcher and practitioners and host conferences

Long term (7 year and beyond)

•      Continue missions committed in short and mid terms

•      Editing teaching cases for retaining and sharing service innovation knowledge