Service Systems Executive Speaker Series and Working Group Talk
Speaker: Douglas Morse,
Managing Principal, Services Transformation and Innovation Group LLC
Time: Thursday, March 18, 1:00-2:25pm
Location: Room 213, Carnegie Mellon Silicon Valley [directions]
Title: The Service Oriented Enterprise
Services and service systems as we know them today evolved over time and have been largely centered on manufacturing practices. Today the services economy accounts for more than 70% labor in the US having surpassed manufacturing sectors some time ago; yet service innovation has lagged. Innovation around services has largely been driven by customer demand, with services being reactive and slow. The future calls for a new way of thinking about the value delivered by products and related services. The value comes from optimizing the intended use of the products and services for the customer. The next evolution for service providers is to become a true, holistic and focused organization that I call the Services Oriented Enterprise that derives value by participating in their customer’s success.
Douglas Morse is currently the Managing Principal for the Services Transformation and Innovation Group LLC. This boutique consulting group helps companies transform, optimize and innovate in the new services economy. Prior to founding his company Douglas was Vice President of Customer Experience for Global Customer Services at the Oracle Corporation. Douglas has spent over 29 years developing service strategies and solutions for companies in high tech and medical equipment services including over 18 years at IBM. Douglas has specialized in service strategies for technical support, professional services, and outsourcing. He has been a consultant to Fortune 500 companies guiding efforts to build highly profitable global services organizations.
Douglas was the 2007 recipient of the Donald F. Blumberg award for Services Innovation awarded by the Services Industry Association.
- Executive advisor for the Services and Support Professional Assoc. (SSPA)
- Executive advisory board for Center for Services Leadership at the W.P. Carey School of Business at Arizona State University
- Industry advisory board for the Industrial and Systems Engineering School at San Jose State University.
- Founding member of the Service Research and Innovation Initiative (SRII)
- Co-Founder of the S.F. Bay Area SSME Lecture Series
Douglas is currently working on a new book on the evolution of services and what customers will demand from product related services in the 21st century.