Service Science, Solutions and Foundation Integrated Research Program [RISTEX/JST]

Activity in this focus area finished on March 31, 2017.

About Our Program

Message from Program Officer

DoiPhoto

Approximately 70-80% of all industries nowadays is said to be related to the service sector. Although the efficiency of services is indeed important, if we put too much emphasis on this, services can become de-humanized and one might forget the people for whom these services are intended in the first place. Under our program, we always keep in mind that the recipients of services (clients) are human beings. We use raw data to examine a phenomenon from various perspectives, combining natural, cultural and social sciences for analysis. What is the definition of service? What can be done to make a service better? Through our program, we will pursue the answers to these questions.

My specialty is computer science. Even with a human artifact like a computer, if you observe the related phenomena, analyze, abstract and generalize the facts involved, and devise theorems, it is “science”, just like natural science. Of course, “service” is the same.

For example, can the service at a top-class hotel only be provided at that particular hotel? First it’s necessary to investigate the service at the hotel fully. There are a variety of perspectives including the management's posture and policies, the attitudes and training of the employees, the state of the facilities and so on. If the research is conducted scientifically and theories are postulated, it may be possible to provide the same service somewhere other than the hotel, and the same methods could be used to improve the service at other types of establishment such as restaurants, sports clubs and so on.

RISTEX R&D projects are characterized by being located at a specific site. Between basic and applied research, improving the efficiency and quality of service in specific areas based on data from the field is a solution-oriented approach, where research is conducted in order to generate new value (A. Solution-Oriented Service Science Research). I hope that the outcome of the research and development will go beyond the original field, and will be applied widely in other fields. In addition, discovering from a theoretical viewpoint something that happens in any field, conducting demonstration experiments and making it possible to apply the findings to solve various onsite problems in the future is a cross approach (B. Foundation-Oriented Service Science Research). Through the interaction of both, we desire to increase the core assets pertaining to “Service Science.” If the quality of services is improved by accumulating findings and human life becomes more pleasant and enjoyable, science will truly be of use to society.

I look forward to proposals for various R&D projects emerging that cover every conceivable field.


Norihisa DOI
Professor Emeritus, Keio University