ISSIP Board of Directors Presentation http://www.issip.org

1. 12013 ISSIP and/or its affiliates. All rights reserved.
ISSIP BOD Meeting
4th Quarter, FY 2013
May 31, 2013

2. 2013 ISSIP and/or its affiliates. All rights reserved. 2
ISSIP
Meeting Agenda
 High-level Accomplishments: Ammar Rayes, ISSIP President,
Cisco Director & Distinguished Engineer
 SIGs Updates
- Education & Research: Jim Spohrer, ISSIP BOD, SIG Chair, Director of
IBM Global University Program; Haluk Demirkan, ISSIP BOD, SIG Co-
Chair, Professor, ASU
- Service Futures: Charlie Bess, ISSIP VP, and BOD Member, HP Fellow
- User Experience: Don Allen, SIG Chair, Sr. Tech. Lead, Cisco
- Cloud Mobility: Ammar Rayes, SIG Chair
 Operations Update: Yassi Moghaddam, ISSIP Executive Director;
Niels Feldmann, ISSIP Germany Chair, Service Innovation Lead
KSRI; Haluk Demirkan, Conferences Committee Chair
 Open Discussion: Ask of the Board

3. 2013 ISSIP and/or its affiliates. All rights reserved. 3
ISSIP
High-Level Accomplishments
Since Feb 2012
 Membership; 21% individual growth, solid sponsorship pipeline, in
discussions with potential sponsors
 SIG goals and objectives on track
 New SIG: Energy and Power
 ISSIP President, Keynote at the Conference Board: Innovations
Master Class Conference, Panel with CTO, Boeing, and United
Healthcare
 First ISSIP Conference/Workshop, Nov 2013 in partnership with
Center for Service Leadership
 First ISSIP Best Student Paper Award @ AMCIS in August
 One new ISSIP chapter
 ISSIP Students Mentorship Program started
 Five new Ambassadors Appointed
 Several new Committees formed
 Financials on Track

4. 2013 ISSIP and/or its affiliates. All rights reserved. 4
ISSIP
SIG Education & Research (1/2)
 Accomplishments since Feb 2013:
- Total # of Members: 35 (grew from 17 in Feb 2013 = 105 % increase)
 Knowledge Co-Creation:
- Completed 6 education/research presentations by members (total 15
comprehensive service innovation education & research presentations in
knowledge repository)
- A comprehensive SIG Whitepaper is being developed (in progress)
- Formed 3 SIG Actions/Sub-sigs formed (total 7 sub-sig activities)
• Whitepaper
• Open data sets
• Gamification
Pre-Feb 2013 established Sub-sigs are
• T-Shape diagnostic tool
• Education survey
• Professional education certification
• Student best paper award (for 2013 AMCIS Conference, 2013 Informs
Conference)
 Continuous Communication:
- Twice a day (on Wednesdays) SIG conference calls have been continuing

5. 2013 ISSIP and/or its affiliates. All rights reserved. 5
ISSIP
SIG Education & Research (2/2)
Goals for FY2013
 Community development & membership expansion from 35 to 100 by Dec
2013
 Continue our weekly conference calls (three types of calls)
- type 1: new member intro calls
- type 2: updates by leaders of SIG action items (e.g. T-Shape diagnostic
tool, survey, professional education certificate, open data, 2013 AMCIS
student paper award)
- type 3: general discussions to review SIG objectives/actions items/
activities
 Professional development (e.g. career paths) with initial certification materials
 Have a process for “ISSIP Reviewed”
 Establish a value-added collaboration agreement with “Service Innovation”
book series
 Recruit 3 authors to contribute booklet on “service innovation”
 Education (e.g. diverse life-long learning) with ten sample courses
 Complete whitepaper on existing courses (from members presentations)
 Conference sessions planned, plus T-shaped summit
• T Summit at IBM Almaden for March 24-25, 2014
• Sessions to advertise ISSIP SIG EdRes at service science conferences in
Portugal, China, Italy, Poland, USA

6. 2013 ISSIP and/or its affiliates. All rights reserved. 6
ISSIP
Service Futures SIG
 9 Members: Slight increase since Feb 2013
 Accomplishments since Feb 2013:
 Member Presentations: Enablers/Drivers of Future of
Services, Customer Centered Service, Service-
Backed Money
 Goal for 2013:
 Gamification orientation session: July~August 2013
 Deliver draft of Whitepaper, Operational
assessment framework definition
 Submit Whitepaper to UE/HCI/Service Conference
 Extending membership to 15 by the end of August
2013
 Ask of the Board: Recruit SMEs and additional SIG
leadership

7. 2013 ISSIP and/or its affiliates. All rights reserved. 7
ISSIP
User Experience SIG
 6 Members: lost 1, added 1 since Feb: 2013
 Accomplishments since Feb 2013:
 Whitepaper Outline
 High Level Goals for FY2013:
 Deliver Annotated Outline of Whitepaper
 Expected status by end of the year:
 Completed draft of Whitepaper (on track)
 Submit Whitepaper to UE/HCI/Service Conference
 Recruit additional members from academia & industry

8. 2013 ISSIP and/or its affiliates. All rights reserved. 8
ISSIP
Cloud Mobility SIG
 6 Members: 100% growth since Feb
- Cisco, NEC Labs, ATT Research, Ericsson, Uinv of
Michigan & Oregon State Univ
 Accomplishments since Feb 2013:
- Presentation and white paper outline
 High Level Goals for FY2014: Publish an
industry wide white paper, influence standards
 Ask of the Board (SIG related): Identify SME

9. 2013 ISSIP and/or its affiliates. All rights reserved. 9
ISSIP
Operations Updates
Since Feb
 Ahead of Plan:
- 1st ISSIP Chapter, ISSIP Germany
- 5th ISSIP SIG, Energy and Power
 Several conference co-sponsorships and sessions
 Developed and begun ISSIP Student Mentorship
Program: ISSIP-Academia-Industry value co-creation
 Five new Ambassadors approved
 Three new committees formed
 New Appointments: Chair of the Publications,
Conferences and Elections Committees, Newsletter
Editor, Digital Service Designer
 Membership grew globally
 Financials on track for the year

10. 2013 ISSIP and/or its affiliates. All rights reserved. 10
ISSIP
Chapter: ISSIP Germany
 Mission: To promote Service Innovation in the
German-speaking Community in Europe,
interlinked with the global ISSIP community.
 Initial focus:
- Building a community of researchers and
practitioners focusing on methods for service
innovation, service design, and design thinking
- Interlock with global ISSIP SIGs
 Members: Four and growing
 Kick off: June 21, 2013
 Call (preliminary): Wednesday, 5:30 pm CET
bi-weekly
Chair: Niels Feldmann
• Service Innovation Lead
at KSRI
• Previously: Head of
Innovation Management
Consulting IBM Germany

11. 2013 ISSIP and/or its affiliates. All rights reserved. 11
ISSIP
Energy and Power SIG
 Mission: To promote service innovations in the energy and
power sectors.
 Purpose: To increase awareness of the critical importance
of service in the energy and power sectors, and to actively
stimulate both technology-based and human-based service
innovations in these sectors.
 Members:
- Dr. James Caldwell, President of E3 Genesis
- Dr. Robert Entreken, Senior Project Manager, Electric Power
Research Institute
- Dr. Liang Min, Senior Technical Staff, Lawrence Livermore National
Lab
- Dr. Lin Zhang, Professor of Electrical Engineering, Tsinghua
University
 Kick-off: June 2013
 Calls: To be announced soon
SIG Chair: Dr. Oliver Yu
• President, the STARS
Group, Professor San
Jose State University,
formerly SRI
• ISSIP Ambassador to IEEE

12. 2013 ISSIP and/or its affiliates. All rights reserved. 12
ISSIP
ISSIP Conference Activities and
Speaking Engagement
 Compete Through Service Symposium, Nov 2013
- In partnership with Center for Service Leadership (CSL)
- Sessions:
• Pre-conference: T-Shape Instrument Workshop
 Led by: Professor Lou Freund, San Jose State University
• 1 ½ Conference session as part of the “Service Analytics” Track
 Led by: Professor Haluk Demirkan, Arizona State University
 American Conference on Information Systems (AMCIS), Association for
Information Systems August 2013
- Best Student Paper Award
• Led by Professor Stephen Kwan, San Jose State University
 Conference Board: Innovation Master Class Conference, ISSIP President
Keynote and Panel, May 2013

13. 2013 ISSIP and/or its affiliates. All rights reserved. 13
ISSIP Students Mentorship Program
 Goal: Value Co-creation
between Academia, Industry
and ISSIP
- Universities recruit student
volunteers for ISSIP
- ISSIP assigns students on industry-
oriented projects through ISSIP
Institutional Dues Paying Members
with exposure to corporate
members and service thought
leaders
- Based on performance, may get
interviews with ISSIP member
companies
- Example of deliverables: written
reports, white papers, research,
data sets, etc.
 Hult-ISSIP-Industry Mentorship:
- MBA Class of 2013 - April-July 2013
• Kenneth Liu: Gamification: industry
benchmark, ISSIP requirements
• Guy Larkin: Service Innovation:
industry benchmark, recommendation
for “Service Innovation” framework
• Mike Regis: Analysis of service
related university programs
ISSIP SEEKING
Other Universities
to Participate!

14. 2013 ISSIP and/or its affiliates. All rights reserved. 14
Ambassadors Program
 Professor Ralph Badinelli,
Virginia Tech
 Institute for Operations
Research and Management
Science (INFORMS)
 Professor Andrzej Rucinski,
University of New Hampshire
 American Society of
Engineering Educations (ASEE);
IEEE Computer Society Design
Automation Technical Committee
 Dr. Jeff Welser, Head of IBM
Service Research
 IEEE Technology Management
Council
 Dr. Oliver Yu, President STARS
Group, Professor, SJSU
 IEEE Technology Management
Council, Power and Energy
 Dr Ammar Rayes, Cisco Systems,
Director, Distinguished Eng.
 IEEE Communications and
Networking Society
End of June 2013
 Goal: 12 appointments
 On track – total 7 appointed

15. 2013 ISSIP and/or its affiliates. All rights reserved. 15
ISSIP
Committees
 Publications Committee:
- Chair – Ralph Badinelli
- Members: Ammar Rayes, Christoph
Briedbach, Haluk Demirkan, Yassi
Moghaddam
 Conferences Committee
- Chair – Haluk Demirkan
- Members – Ammar Rayes, Lou
Freund, Yassi Moghaddam
 Elections Committee
- Chair – Charlie Bess
- Members – Ammar Rayes, Jim
Spohrer
 Nominating Committee:
- Chair: Ammar Rayes
- Members: Charlie Bess, Jim
Spohrer
 Operations Committee
- Chair – Yassi Moghaddam
- Members: Ammar Rayes, Charlie
Bess, Haluk Demirkan, Jim Spohrer,
Ralph Badinelli, Robin Williams
Inviting
Nominations!
New Existing

16. 2013 ISSIP and/or its affiliates. All rights reserved. 16
ISSIP
New Appointments
 Currently Postdoctoral Scientist,
University of California, Merced
 Previously Centre of Digital Enterprise,
U. of Auckland Business School; Visiting
Scholar, Indian School of Business.
 Research interests: ICT-driven service
innovation, the SD-logic, and digital
business models.
 Currently Functional Service Designer,
Capgemini, Italy
 Distinguished Visiting Scholar, IBM
Almaden Research, 2012
 PhD, Business and Economics
Engineering, U. of Rome "Tor
Vergata”, MSc, Industrial Engineering
 Six Sigma Green Belt
Christoph Briedbach,
ISSIP Newsletter
Editor
Alessio Giuius,
ISSIP Digital Service
Designer

17. 2013 ISSIP and/or its affiliates. All rights reserved. 17
ISSIP
Membership
 Institutional Dues Paying Members:
- Goal: 2~4, FY 2013~2014
- Status: In progress, more than 20 companies in the
pipeline.
 Individual
- Total members: 281
• > 21% Growth
• On track for a target goal of 300 by end of June 2013
- Representation
• Universities: Virginia Tech, Arizona State, SJSU. U of Pittsburgh, Technical
University of Lisbon, MIT, Cornel, U. of Cambridge, U.C. Merced, and more than 50
(+20) others globally.
• Companies: Cisco (40, +3), IBM (32, +10), HP(16, +1), Tata Consulting, Dell,
Xerox, Capgemeni, Consulting Firms (29, +9)
• Service Systems: IT, Education, Healthcare, Transportation, Financials, Energy
• Countries: Australia , Bangladesh, Belgium, Brazil, Canada, Chile, China, Finland,
France, Germany, India, Ireland, Israel, Italy, Japan, Jordan, Lithuania, Malaysia,
Mexico, New Zealand, Portugal, Romania, Saudi Arabia, Singapore, , South Africa,
Sweden, Spain, S. Korea, Switzerland, Taiwan, Thailand, The Netherlands, , UK, US.
New Zealand.

18. 2013 ISSIP and/or its affiliates. All rights reserved. 18
ISSIP
Other Recognitions
Professor Haluk Demirkan,
ASU, ISSIP Conference,
Digital Community
Professor Lou Freund, San
Jose State University, ISSIP T-
Shape Instrument,
Conference, ISSIP-SJSU
Mentorship
Diego Borras Moreno,
Associate Consultant, BHC
Consulting, HULT MBA, ISSIP
Growth Strategy.
Wendy Murphy,
IBM, Students for Smarter
Planet, ISSIP-Hult-IBM
Robin Williams,
Independent Consultant,
Retired IBM, ISSIP Bylaws
Mike Wang, San Jose State
University, ISSIP Graphic
Design

19. 2013 ISSIP and/or its affiliates. All rights reserved. 19
ISSIP
Financials
 Pro Forma for FY2014
 Estimated Income: $60,000, Plus
additional 2~4 sponsors
 Salaries - $50,000
 Consulting & Operations (tools,
licensing, web, etc. ) - $5,000 -
$15,000
 Travel and Miscellaneous $5,000-
$10,000
 Awards - $2,000-$5,000
 As of 5/24/13 Total Balance: $59,304
($58,154 checking + $1,150 savings)
 Operating Expenses YTD FY2013
 Salaries ~ $24,996
 Consultants ~ $5000
 Total: $29,996
 Payables Remaining FY 2013
 Salaries ~ $8,332
 Payables July 1- Dec 31 2013
 Salaries ~ $25,000
 AMCIS Best Student Awards ~ $2,000
 CSL Conference, Travel, Miscellaneous ~
$5,000

20. 2013 ISSIP and/or its affiliates. All rights reserved. 20
ISSIP
Board Approvals
Since last BOD meeting (Feb 25, 2013)
 SIG Energy and Power Formation
 ISSIP German Chapter Formation
 Funding for ISSIP-CSL Conference
 New Committees Formations:
Publications, Elections, Conferences

21. 212013 ISSIP and/or its affiliates. All rights reserved.
Thank you!