1、外文翻译 原文 THE CLARION CALL FOR MODERN SERVICES: CHINA, JAPAN, EUROPE, AND THE U.S. BY Stuart I. Feldman, Krishna S. Nathan, Thomas Li, Kazuyoshi Hidaka, AND Corinna Schulze What will modern services be like? Today many services are viewed as a craft activityindividual doctors, retail sellers, programm
2、ers all doing useful things their own way. There is, however, an increasing role for an organized, analytic, and engineering approach to all these activities. Evidence-based medicine, marketing sciencedriven retailers, and software engineering are examples of these trends. Automated services are a n
3、atural object of attention, since they can be observed in great detail, can be reconstructed and improved, and can be combined in new ways quickly and relatively easily. We are therefore seeing a rapid evolution toward an engineering approach to the life cycle of such services, and the application o
4、f mathematic and scientific approaches to the problems and opportunities they present. Complex service systems must be viewed at three levels: the functional attributes (what does it do and how does it do it?), nonfunctional attributes (management and control properties such as performance and secur
5、ity), and intentional attributes (what is the goal or purpose of the activity, such as societal benefit, private profit, or personal esteem?). Each level is susceptible to analysis, but different disciplines dominate. As computational services proliferate, new fields of study will open up, combining
6、 the computing, engineering, mathematical, management, and social sciences in creative ways. When we look at complex B2B projects, there is a growing application of solution engineeringusing the best available techniques to the multiple phases of the activity, managing the risks, increasing predicta
7、bility of quality and schedule, learning from experience in a project to improve not only the results of that effort but of succeeding solutions. As we examine the stages of a single large business service project (including requirements, design, implementation, deployment, and ongoing operation), a
8、nd build up portfolios and service lines, much of the work can be formalized and subjected to analysis and radical improvement through optimization, evolutionary learning, and organization improvement. Of course, applying engineering thinking to such projects is not newwithout such we would not have
9、 fields with names like civil engineering or large facilities like airports and suspension bridges. But the confluence of information-dominated services, techniques of computer science, and increasing experience is rapidly opening up new possibilities for modern service. A GLOBAL APPROACH Innovation
10、 is imperative to continued growth, increased productivity, and the general health of all economies. After along history of contributions and breakthroughs to IT innovation, IBM Research is now directing resources toward innovation for the services industry: Business Design and Implementation. How d
11、oes one model, design, and instantiate optimal business functions? What tools and techniques are needed to create abstractions of an enterprise, to effect the transformation from strategy down to underlying IT systems, and to monitor the end-to-end process? The Component Business Model (CBM) is one
12、approach under development. What is needed to build and deliver industry solutions in an efficient, reusable fashion? Business Optimization and Management. How does one improve decision making and operations of ongoing business functions? How can business data be collected, analyzed, and exploited m
13、ore optimally? How can business performance be enhanced as a result of the optimization of the underlying function, for example, supply chain? Given the importance of the work force in labor intensive services, how does one forecast, hire, allocate or shift resources to meet changing demand patterns
14、? Services Delivery. In IBMs internal service delivery centers, what are the best ways to maintain desired service levels while increasing efficiency and productivity? What tools and techniques can guarantee end-to-end manageability and visibility throughout the entire services life cycle from reque
15、st to delivery? Challenges include the globalization of service delivery, adoption of standardized best practices, automation, virtualization of resources including labor, and the appropriate integration of the human element. Services Sciences Management and Engineering (SSME) applies to each of the
16、se areas 94. IBM Research laboratories worldwide are engaging with local universities and governments on the topic of innovation in services, as described here CHINA In the recently approved 11th five-year plan (20062010) by China authorities, Promoting Modern Services Industry has been given a sign
17、ificant position for the first time. This emphasis on services confirms Chinas determination to expand beyond its manufacturing center position to a new economy with a services focus. Chinas sustainable develop-ment in the coming five years will increasingly depend on two industries: Production-orie
18、nted services industries: Supply chain, logistics, financial services, and infrastructural support services in both business and IT, and consumer-oriented services industries: Retail, restaurant, hotel, real estate, and tourism plus new public services and community services focusing on quality of l
19、ife. Major universities in China have established collaborations with IBMs China Research Laboratory (CRL) to define the roadmap and build the Modern Services Industry for China. Thinghua University and CRL are working to understand the current status of services talents in China, designing services
20、 science curriculum, and teaching the first graduate course: Introduction to Services Science. Peking University and CRL are researching Solutions Engineering methods and tools. The second China SSME conference is also being planned. The conference will provide a platform for academic researchers an
21、d industry leaders to share experiences and findings. Topics include: SSME curriculum design, courseware, collaboration models, government roles in SSME, and SSME research projects in services modeling, analysis, services ecosystem, business design, IT, and radically simplified global services. JAPA
22、N Japan has been looking for new drivers to create the next stage of economic growth, building off a strong product-driven base established in the 20th century. The Japanese Cabinet, led by Prime Minister Junichiro Koizumi, adopted a 20062010 Policy on Science and Technology, which articulates the n
23、eed for scientific approaches to realize innovation in services. This government policy was affected by several symposiums and special study groups, focusing on multidisciplinary approaches to service innovation. The first SSME symposium in Japan, hosted by IBM Tokyo Research Laboratory in September
24、 2005, explored a range of topics, including integration of industry-specific knowledge about complex business services and the body of scientific knowledge dealing with problem-solving and process improvement methods; existing Japanese education, which traditionally emphasizes manufacturing skill d
25、evelopment and case studies, and should be revised to incorporate a services-oriented perspective; laws and regulations that inhibit the development of new business processes for services; and the need for scientific approaches to pricing services and measurement of customer satisfaction. Following
26、the SSME symposium, the Ministry of Economy, Trade and Industry (METI) formed a Services Innovation Study Group. The group proposed the formation of a Services Sciences Forum, aiming to develop service innovation.leaders, explore relevant scientific disciplines, and promote collaboration. In March 2
27、006, the Information Processing Society of Japan (IPSJ) established a Services Sciences Forum Web site. SSME-related education programs are gaining attention, including programs at Hitotsubashi University, Japan Advanced Institute of Science and Technology, and Tokyo University. EUROPE The European
28、Union (EU) is devoting more attention to services innovation, as evidenced in the EU Innovation Action Plan adopted in October 2005. The Community Research Framework Program 7 (FP7) is a multidisciplinary research program that will address the technical as well as the economic and social dimensions
29、of services innovation. FP7 topics of relevance to services innovation include human capital, organizational change, education, trust, and security, ICT for networked businesses, and collaborative working environments. FP7 covers the period of 20072013 with a total budget of 48 billion Euros. In 200
30、5, the European Commission initiated the establishment of a European Technology Platform strongly focusing on services science. This industry-led Networked European Software and Services Initiative (NESSI) brings together major players in the European software and services sector and focuses on a st
31、rong collaboration with academia. Productivity gains and economic growth from services innovation will also depend on a dynamic and open European market for services. In early 2006, the European Commission established an expert group for defining a strategy promoting innovative services in the Europ
32、ean Internal Market. The goal is to achieve a legal and administrative framework, which allows for cross-border establishment and movement of services within the EU, ideally enabling enterprises to easily export innovative services business models beyond national borders. 译文 现代服务业的号角：中国，日本，欧洲和美国 资料来
33、源： ACM 通讯（ 2007） 作者： Feldman, Kri shn a S. N a th an, T hom as Li ,K az uyo sh i H id aka 什么是现代服务业？现在，许多服务被看作是一门手艺活，个别医生，销售人员，程序员都在做着类似的事情。然而，一个有组织的方法，在活动中起着越来越重要的作用。市场营销，零售商和软件工程就是这些趋势的例子。 自动化服务是自然的关注对象，因为它们可以很详细的观察，重构和改进，并能以新的方式结合快速和相对容易。因此，我们看到了一个用工程的方法来对这些服务的生命周期，并以数学和科学方法的问题和机会，他们目前的应用迅速发展。复杂的服
34、务系统，必须从三个层次 ：功能属性：这是什么做的，它是如何做？非功能性属性：如性能和安全性管理和控制特性。并有意属性：或目标是什么目的，诸如社会利益，私人利益，或个人自尊活动。每个级别容易分析，但不同的学科占主导地位。现代服务越来越多，新的研究领域将开拓，创新相结合的方式计算，工程，数学，管理和社会科学。 当我们在复杂的 B2B 项目看，有一个解决方案，与工程使用现有的最佳技术，该活动的多个阶段，风险管理，提高质量和进度的可预见性不断增长的应用，在一个项目中学习经验，以改善不只有这种努力的结果，但成功的解决方案。当我们考察一个大型商业 服务项目（包括需求，设计，实施，部署和正在进行的操作）的阶
35、段，建立投资组合和服务项目，许多工作可以被形式化和受到彻底改善，通过分析和优化，进化学习和组织的改进。当然，工程的思想应用到这些项目是不是新的，没有这些，我们就不会与像“土木工程”或者类似机场和悬索桥大型设施名称的字段。但信息为主的服务，计算机科学技术，越来越多的经验正在迅速开辟新的可能性，现代服务业融合。 一个全球性的办法 创新是必须持续增长，提高生产率，以及所有经济的一般健康。经过悠久历史的贡献和突破，科技创新， IBM 公司的研究是指导对现在的服务 行业的创新资源： 业务设计和实施。如何做一个模型，设计和最佳的业务实例函数？有什么工具和技术是需要创造一个企业的抽象，为了实施战略转型，从下
36、到底层 IT 系统，并监测终端到终端的进程？该组件业务模型（ CBM）的是一个正在开发的方法。什么是需要建立和提供一个高效，可重复使用的时尚行业解决方案？ 业务优化与管理。怎样才能提高决策正在进行的业务功能和业务？企业如何才能收集数据，分析和利用更多的最佳？如何才能提高经营业绩为基础的功能优化，例如，供应链的结果呢？鉴于劳动密集型的服务业工作力量的重要性，如何有预测，雇用，分 配或转移资源，以满足不断变化的需求模式？ 服务。在 IBM 的内部服务交付中心，什么是最好的方式，以维持所需的服务水平，同时提高效率和生产力？什么工具和技术可以保证终端到终端的管理和服务的整个生命周期，从请求到交付能见度
37、？挑战包括提供服务，标准化的最佳做法，通过自动化，虚拟化，包括劳动力资源的全球化，以及人的因素适当的整合。 服务科学管理与工程（ SSME）适用于上述每一个领域 94。 IBM 研究实验室正在从事全球与本地大学和创新政府服务的话题，因为这里描述 : 中国 在最近批准的第 11 个五年计划，中国当局（ 2006-2010 年），“促进现代服务业”已被赋予了第一次重要的地位。这证实了中国强调发展服务业的决心来扩展其“制造中心”的地位与服务的重点向新经济。中国的可持续发展，在未来五年彪将越来越依赖于两个行业：生产型服务行业：供应链，物流，金融服务，并在业务和 IT 基础设施支持服务，以及面向消费者的
38、服务行业：零售，餐厅，酒店，房地产，旅游以及新的公共服务和社区服务的生活质量为重点。 在中国主要的大学建立了与 IBM 中国研究实验室（ CRL）的合作来定义的路线图，建设中国的现代服务业。 Thinghua 大学和 CRL 正在努力了解中国的人才服务，设计服务科学课程的现状，教学第一研究生课程：“。介绍服务科学”北京大学和 CRL 正在研究解决方案工程方法和工具。第二个中国服务科学的会议也正在计划中。本次会议将提供一个学术研究人员和业界领袖，分享经验和成果的平台。主题包括：服务科学课程设计，课件，协作模式，在服务科学的政府作用，并在服务建模，分析，服务的生态系统，服务科学的研究项目的商业设计
39、，资讯科技，并从根本上简化的全球服务。 日本 日本一直在寻找新的驱动程序来创造经济增长的下一个阶段，全面建设小康具有 强大的产品驱动的基地，在 20 世纪。日本内阁，由首相小泉纯一郎领导下，通过了关于科学和技术，阐述了科学方法的需要，实现服务创新 2006-2010 年政策。这个政府的政策是受多项专题讨论会和专题研究组，多学科的方法为重点，以服务创新。 在日本的第一服务科学研讨会，由 IBM 主办东京研究实验室 2005 年 9 月，探索出了一系列主题，包括整合特定行业的有关复杂的业务服务的知识和科学的解决问题的方法和过程改进方面的知识体系 ;现行的日本教育，传统上强调发展生产技能和案例研究，
40、并应加以修订，以纳入一个面向服务的观点 ;法律法规，抑 制新的业务流程的服务发展，服务的定价和科学方法的需要测量客户满意度。 继服务科学研讨会上，经济，贸易和工业省（ METI）成立了一个服务创新研究组。该小组提出了一个服务科学论坛成立，旨在发展服务innovation.leaders，探讨相关的科学学科，促进合作。 2006 年 3 月，日本信息处理学会（ IPSJ）建立了服务科学论坛网站。服务科学有关的教育活动受到关注，包括在一桥大学，日本先进的科学技术研究所和东京大学项目。 欧洲 欧洲联盟（欧盟）是把更多的关注服务创新，在创新行动计划，欧盟在 2005年 10 月 通过的证明。社区研究框
41、架计划 7（第七框架计划）是一个多学科研究计划，将解决作为服务创新的经济和社会方面的技术以及。第七框架计划有关的服务创新的主题包括人力资本，组织变革，教育，信任和安全，企业信息和通信技术网络和协作的工作环境。第七框架计划涵盖了 2007-2013 年为 48 亿欧元的预算总额的时期。 在 2005 年，欧洲委员会启动了欧洲技术平台的建立强烈服务科学为重点。这一行业为主导的网络欧洲软件和服务计划（ NESSI）汇集了欧洲软件和服务部门的主要球员和与学术界的紧密合作的重点。 从提高生产率和服务创新的经济增 长也将依赖于一个动态的，开放的服务欧洲市场。 2006 年初，欧洲委员会设立的战略促进了定义在欧洲内部市场创新服务的专家组。我们的目标是实现法律和行政框架，这对于跨境设立和服务在欧盟内部的运动允许，最好是使企业能够方便地出口创新服务，超越国界的商业模式。
