On April 4-5, 2013, Lumina Foundation, Center for American Progress, and IBM convened forty participants including scholars, policymakers, and practitioners to start a conversation that looks at higher education through the service innovation (service science, service research and service-dominant logic ) lens and to examine how that perspective may contribute to institutional practices and public policymaking to improve higher education productivity, quality, cost-effectiveness, and innovation.
Leading service science scholars presented research results and case studies of performance metrics and KPIs that have already contributed to service innovation in Healthcare, Manufacturing, Consumer Servies, Journalism and other service systems. Presenters included: Bill Massy,Professor Emeritus-Education & Business Administration, Stanford University, Robert Lusch, Professor, University of Arizona, Louis Freund, Professor and Director, Graduate Program in Human Factors/Ergonomics, San Jose State University, Ralph Badinelli, ISSIP Board, Virginia Tech University, Scott Sampson, Professor, Brigham Young University, Mary Jo Bitner, Executive Director, Center for Services Learning, Arizona State University, Roland Rust, Distinguished University Professor, University of Maryland. Jim Spohrer, Director, University Programs, IBM, ISSIP Co-Founder,BOD Member, and Chip Hatcher , Consultant, Lumina Foundation facilitated the conversations.
Presentations are accessible to ISSIP members by clicking here.