题目:Transformation to Satisfaction Excellence: Service Competitiveness Study in the Global Market
全球化市场下面向最优满意度的服务竞争力研究
报告人：美国宾州州立大学终身教授，邱广华博士
时间：5月15日（周四）下午三点
地点：旭日楼211室
There is a lack of service-oriented models to help service providers transform to meet the variant and dynamic needs in the globalized market. This talk will show our recent exploration of an innovative modeling methodology, which focuses on the understanding of how auto-service providers perform, in a comprehensive quantitative and qualitative manner. The developed model is generic and applicable, so individual service provider can apply it to pinpoint its challenges in the context of its operations, and then be able to identify its own optimal countermeasures and priorities in transforming service operations to remain in the outperform class in different countries. Specifically the presentation will (1) give a comprehensive review of variables that affect consumer service satisfaction using service data and consumer feedbacks; (2) show a generic, customizable, service-oriented, and adaptable business operations analytical model enabling the quantitative analysis of a variety of strategic and operational challenges; and (3) illustrate mechanisms to allow an individual automobile service provider to develop practical and prioritized countermeasures with greater certainty to transform its business processes for a competitive advantage (e.g. increased customer satisfaction level).
邱广华博士，美国宾州州立大学终身教授。1996年毕业于美国宾州州立大学，获得工业工程博士和计算机科学博士(副)。曾就职于世界上最大的半导体封装设备公司 Kulicke & Soffa Industries, Inc.，任高级软件工程师，项目主持，系统结构总设计师；网络软件公司 GHR Systems, Inc.，任高级计算机科学家；2001年就职于美国宾州州立大学信息科学系。一直从事服务科学与工程、信息系统、工业工程和企业管理方面的产品开发，研究和教学，在国际上有着广泛的交流和合作。邱广华博士已有110余篇学术论文在国际论文杂志和会议上宣读和发表，先后还担任过二十几个国际学术会议和论文杂志的评审专家，并组织和主持了十几个国际会议的专题报告专场。邱广华博士是服务科学国际研究会(Services Science Global)的创始人和主席，国际电子工程学会（IEEE）智能运输系统学会服务与物流技术委员会的主席，也是运筹学和管理学研究协会（INFORMS）服务科学部的创建主席。2005IEEE服务运筹、物流与信息化国际学术会议大会主席, 2006IEEE服务运筹、物流与信息化国际学术会议大会主席, 2007 FAIM (Flexible Automation & Intelligent Manufacturing)国际会议大会主席, 2007IEEE服务运筹、物流与信息化国际学术会议和2008 IEEE SOLI大会主席。International Journal of Services Operations and Informatics主编, IEEE Transaction on System, Man and Cybernetics 和 IEEE Transaction on Industrial Informatics的副主编,International Journal of Data Mining and Bioinformatics, Journal of Engineering and Applied Sciences的董事编辑，和多家国际期刊的客座编辑。
