Creation of Service Science Curriculum for Customer-Oriented Business Innovation
In the MBA Program of the University of Tsukuba, Japan, we have created a curriculum and teaching materials for the service science of customer-oriented business innovation. The curriculum consists of subjects for (1) science of effectiveness, (2) science of efficiency, and (3) art of integration. Our course has been attended by the graduate students in the MBA Program as well as by business professionals from local service companies in the university extension class. A unique feature of our teaching scheme is the collaboration of graduate students and business professionals in such a way that they work together on the same service innovation projects for real business processes in the participating companies. Students write Management Field Study Reports in place of Master’s Theses, while business professionals apply the management and statistical techniques of customer/employee satisfaction survey and algorithms for work scheduling of employees in their own companies. Our goal is to establish a scheme of human resource development for service industry based on multidisciplinary research and practical education.
KeywordsService science curriculum Human resource development Customer-oriented innovation Industry–University collaboration
Teaching staff in the Master’s Program in Business Administration and Public Policy, Graduate School of Systems and Information Engineering, including the four authors of this chapter, contributed ideas and discussions, and actively participated in the two sponsored projects described above. Their names are mentioned here as a token of our gratitude: Prof. Masato Koda (retired), Prof. Ryo Sato (currently with Yokohama National University), Prof. Shinichiro Watanabe, Prof. Yongbing Zhang, Associate Prof. Hideo Suzuki (currently professor at Keio University), Associate Prof. Makoto Mizuno (currently with Meiji University), Associate Prof. Stephen John Turnbull, Assistant Prof. Fumiyo Kondo, Assistant Toshie Nedachi, and Researcher Ayako Kawai (currently Assistant Prof. at Takachiho University).
We also extend our heartfelt thanks to Dr. Hisatoshi Suzuki, Director and Vice President of the University of Tsukuba, Prof. Yuichi Ohta, then Provost of Graduate School of Systems and Information Engineering, and the late Prof. Atsushi Yoshida, then Chair of the Master’s Program in Business Administration and Public Policy. Secretarial work was ardently performed by Ms. Yukiko Kawasaki and Ms. Mayumi Miyakawa.
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