Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO
Service Work – Skills, Professions, Occupations -
and Innovation
Barbara Jones & Ian Miles
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO This seminar
Skills & Innovation:What are the consequences of innovations & innovation trajectories for service work & skill requirements?
What are skills, anyway?
How does service work shape the innovation process?
When & How is service work innovative?
But first: what do we know about service work?
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO Features of Service WorkECWS – European Working Conditions Survey 2005 edition Report presents data across occupations and sectors, for EU25+, of such features as:
GenderWorking conditionsExercise of skillsCreativity etc.
http://www.eurofound.europa.eu/ewco/surveys/index.htm
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO
Gender & Full/Part-time composition
of Employment – ECWS 2005
Services are more feminised – & often have substantial part-time work
http://www.eurofound.europa.eu/ewco/surveys/
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO
Data from European Working
Conditions Survey 2005
Service Sector work – more liable to be dealing with customers
More than half – more than 2/3
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO
More from EWCS 2005
SOME Service Sector work is VERY IT-intensive – but not Hotels
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO
SOME Service Sector work is highly complex, some quite monotonous – but all sectors feature both types of work
Yet More from
EWCS 2005
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO
SOME Service Sector work involves scope to learn and be creative
Even More from
EWCS 2005
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO
Summary: Features of
Work across Different Sectors,
Europe 2005
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIROFeatures of Work across 4 Occupational Groups Europe
2005 – deviations from overall average for employees
-60 -40 -20 0 20 40 60 80 100
1
2
3
4
5
6
7
8
9
10
Able to apply own ideas in work
Learning new things
Complex tasks
Monotonous tasks
Solving unforeseen problems
Using internet / email for work
Working with computers
Deal with nonemployees (egconsumers)
Service workers & shop & market
sales workers
Technicians and associate
professionals
Professionals
Clerks
Legislators, senior officials
& managers
Own ideas
New Things
Complex
Monotonous
Unforeseen problems
Use Internet
Use computers
Nonemployees
KIS work
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO Ten Generic SkillsAlan Felstead, Duncan Gallie, Francis Green (2002) Work
Skills in Britain 1986-2001 and other reportsLiteracy Skills: both reading and writing forms, notices, memos, signs, letters, short and long documents etc..
Physical Skills: the use of physical strength and/or stamina.Number Skills: adding, subtracting, divisions, decimal point or fraction calculations etc., and/or more advanced maths or statistical procedures.
Technical ‘Know-How’: knowing how to use tools or equipment or machinery, knowing about products and services, specialist knowledge and/or skill in using one’s hands.
High-level Communication: top-down communication skills, including persuading or influencing others, instructing, training or teaching people, making speeches or presentations and writing long reports. This skill is also linked to the importance of analysing complex problems in depth.
Planning: planning activities, organising one’s own time and thinking ahead.Client Communication: selling a product or service, counselling or caring for customers or clients.
Horizontal Communication: working with a team of people, listening carefully to colleagues.
Problem-Solving: detecting, diagnosing, analysing and resolving problems.Checking Skills: noticing and checking for errors.
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO UK 2001 – basic skills
0.00 0.50 1.00 1.50 2.00
Manufacturing
Construction
Wholesale & Retail
Hotels & Restaurants
Transport & Storage
Finance
Real Estate & Business Services
Public Administration
Education
Health & Social Work
Personal Services
TechnicalKnow-How Number
Physical
Literacy
-1.0 -0.5 0.0 0.5 1.0
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIROUK 2001– Communication
Skills,
0.00 0.50 1.00 1.50
Manufacturing
Construction
Wholesale & Retail
Hotels & Restaurants
Transport & Storage
Finance
Real Estate & Business Services
Public Administration
Education
Health & Social Work
Personal Services
HorizontalCommunication
ClientCommunication
High-levelCommunication -0.5 0.0 0.5
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO UK 2001 – three skill sets
0.00 0.50 1.00
Manufacturing
Construction
Wholesale & Retail
Hotels & Restaurants
Transport & Storage
Finance
Real Estate & Business Services
Public Administration
Education
Health & Social Work
Personal Services
Planning
Checking
Problem-Solving
-0.5 0.0 0.5
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO In all of these studiesWe see the striking distinctions between more physical and personal services, and more informational, technical and professional ones“‘Hotels and Restaurants’ is an area of work demanding relatively low average levels of skill; the ‘Public Administration’ and ‘Education’ sectors, by contrast, tend to require relatively high levels of broad skills, and utilise high-level communication and literacy skills.” (UK survey report)
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO Sectors Jobs
A great deal of the variation across industries is related to the different distribution of occupations in different sectorsOccupational differences are more pronounced than sectoral ones (all sectors contain (almost) all jobs)As well as sectoral classifications, we have occupational classifications
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIROISCO – international standard classification of occupations
1: legislators, senior officials & managers2: professionals3: technicians & associate professionals4: clerks 5: service workers & shop & market sales workers 6: Skilled agricultural & fishery workers 7: craft & related trades workers 8: plant & machine operators & assemblers 9: elementary occupations 0: armed forces.
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO Occupations by Sector
0% 10% 20% 30% 40% 50% 60% 70%
Primary sector and utilities
Manufacturing
Construction
Distribution and transport
Business and other services
Non-marketed services
ISCO 1 (Legislators, etc)
ISCO 2 (Professionals)
ISCO 3 (Technicians etc)
CEDEFOP data, ISCO categories across major sectors in EU
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO
Service Workers – more IT,
less machinery
- EWCS
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIROWorking with nonemployees
– by occupation
0 10 20 30 40 50 60 70 80 90
isco1
isco2
isco3
isco4
isco5
isco6
isco7
isco8
isco9
9: ELEMENTARY OCCUPATIONS
8: PLANT & MACHINE OPERATORS & ASSEMBLERS
7: CRAFT & RELATED TRADES WORKERS
6: SKILLED AGRICULTURAL & FISHERY WORKERS
5: SERVICE WORKERS & SHOP & MARKET SALES WORKERS
4: CLERKS
3: TECHNICIANS & ASSOCIATE PROFESSIONALS
2: PROFESSIONALS
1: LEGISLATORS, SENIOR OFFICIALS & MANAGERS
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIROWorking with IT – by
occupation
0 10 20 30 40 50 60 70 80 90
isco1
isco2
isco3
isco4
isco5
isco6
isco7
isco8
isco9 Using internet / emailfor work
Working with computers
9: ELEMENTARY OCCUPATIONS
8: PLANT & MACHINE OPERATORS & ASSEMBLERS
7: CRAFT & RELATED TRADES WORKERS
6: SKILLED AGRICULTURAL & FISHERY WORKERS
5: SERVICE WORKERS & SHOP & MARKET SALES
WORKERS
4: CLERKS
3: TECHNICIANS & ASSOCIATE
PROFESSIONALS
2: PROFESSIONALS
1: LEGISLATORS, SENIOR OFFICIALS & MANAGERS
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIROFeatures of work – by
occupation
0 10 20 30 40 50 60 70 80 90 100
isco1
isco2
isco3
isco4
isco5
isco6
isco7
isco8
isco9
Solvingunforeseenproblems
Have tointerrupt atask inorder totake on anunforeseentask
9: ELEMENTARY OCCUPATIONS
8: PLANT & MACHINE OPERATORS & ASSEMBLERS
7: CRAFT & RELATED TRADES WORKERS
6: SKILLED AGRICULTURAL & FISHERY WORKERS
5: SERVICE WORKERS & SHOP & MARKET SALES
WORKERS
4: CLERKS
3: TECHNICIANS & ASSOCIATE
PROFESSIONALS
2: PROFESSIONALS
1: LEGISLATORS, SENIOR OFFICIALS & MANAGERS
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIROComplex/ monotonous work
– by occupation
0 10 20 30 40 50 60 70 80 90
isco1
isco2
isco3
isco4
isco5
isco6
isco7
isco8
isco9 Complextasks
Monotonous tasks
9: ELEMENTARY OCCUPATIONS
8: PLANT & MACHINE OPERATORS & ASSEMBLERS
7: CRAFT & RELATED TRADES WORKERS
6: SKILLED AGRICULTURAL & FISHERY WORKERS
5: SERVICE WORKERS & SHOP & MARKET SALES
WORKERS
4: CLERKS
3: TECHNICIANS & ASSOCIATE
PROFESSIONALS
2: PROFESSIONALS
1: LEGISLATORS, SENIOR OFFICIALS & MANAGERS
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIROCreativity/ learning at work –
by occupation
0 10 20 30 40 50 60 70 80 90 100
isco1
isco2
isco3
isco4
isco5
isco6
isco7
isco8
isco9 Able toapply ow nideas inw ork
Learningnew things
9: ELEMENTARY OCCUPATIONS
8: PLANT & MACHINE OPERATORS & ASSEMBLERS
7: CRAFT & RELATED TRADES WORKERS
6: SKILLED AGRICULTURAL & FISHERY WORKERS
5: SERVICE WORKERS & SHOP & MARKET SALES
WORKERS
4: CLERKS
3: TECHNICIANS & ASSOCIATE
PROFESSIONALS
2: PROFESSIONALS
1: LEGISLATORS, SENIOR OFFICIALS & MANAGERS
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO
-60 -40 -20 0 20 40 60 80 100
1
2
3
4
5
6
7
8
9
10
Able to apply own ideas in work
Learning new things
Complex tasks
Monotonous tasks
Solving unforeseen problems
Using internet / email for work
Working with computers
Deal with nonemployees (egconsumers)
Average among employees of all types
Elementary occupations
Plant & machine
operators and
assemblers
Craft & related trades
workers and
assemblers fishery
workers & assemblers
Service workers & shop & market
sales workers
Technicians and associate
professionals
Professionals
Clerks
Legislators, senior officials
& managers
Skilled agricultural &
Summary: Features of
Work across Different
Occupational Groups,
Europe 2005
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO From UK survey report:‘Professional Occupations’ tend to require the highest skill levels.There is widespread use of computers, and computers are especially important to the jobs, in ‘Professional’, ‘Managerial’, ‘Associate Professional’ and ‘Administrative and Secretarial’ occupations. Computers are much less important for jobs in ‘Plant and Machine Operative’, ‘Skilled Trades’, ‘Personal Service’ and ‘Elementary’ occupations. Similarly, complexity of use is strongly related to occupational group.More skilled jobs typically require higher levels of discretion over job tasks. Despite this, the rise in skills among employees has not been accompanied by a corresponding rise in the control they can exercise over their jobs. Rather there has been a marked decline in task discretion. For example, the proportion of employees reporting a great deal of choice over the way they do their job fell from 52 percent in 1986 to 39 percent in 2001. The proportions reporting a great deal of influence over what tasks are done fell from 42 percent in 1992 to 30 percent in 2001. This decline occurred for both men and women. ‘Professional’ workers have witnessed a particularly sharp decline in their control.
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO Skills in occupations
Basic skills
Generic KI skills
Technical KI skills, specialised to particular KISA
Each can be
possessed and
exercised to various levels of
depth
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO Skill profiles
Basic skills
Generic KI skills
Technical KI skills, specialised to particular KISA
Each can be
possessed and
exercised to various levels of
depth
O*Net framework:–Basic skills; – Complex Problem Solving; – Resource Management; – Social skills; – Systems skills; – Technical skills
O*Net framework:–Basic skills; – Complex Problem Solving; – Resource Management; – Social skills; – Systems skills; – Technical skills
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO Generic SkillsA) Behavioural and personal skills:Flexibility, Self Learning, Motivation and Commitment, Stress Resistance and Emotion, Responsibility, Managing Risks, Decision Making, Negotiation, Initiative and Attention, Persuasiveness, Professional Attitude (Business or Technical Orientation and Interests).
B) Cross section and basic work and technical skills:Quality Awareness, Commercial and Market Awareness, Entrepreneurship, Customer Orientation and Relationship, Company and Business Organisation, Work and Project Organisation, Business and Work Process Knowledge, Work Safety and Health Protection, Labour Law and Data Privacy, Environmental and Resource Awareness;
C) Soft and method skills:Communication and Moderation, Languages and Culture, Collaboration and Interaction, Teamwork and Mentoring, Conflict and Consensus, Creative and Innovation, Analytical and Reasoning, Problem Analysis and Solving, Strategy, Conception and Planning, Context and Causal Connection Thinking, Information Handling, Documentation and Presentation.
Source: Petersen et al
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO Technical Skills - example
1. ICT marketing, consulting and sales
2. ICT Business and Project Management
3. ICT Systems and Application Development
4. ‘ICT Integration and Administration’
5. ‘ICT infrastructure and installation’
6. ‘ICT support and systems service’
Source: Petersen et al
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO Literature on Skills Trends
Job Broadening widely reported- especially new IT-related skills across most KISAAlso demands to have more interpersonal/management/sales skills to relate to teams, customers, different knowledge basesLittle discussion of deskilling – even in context of offshoring
Manchester Institute of Innovation Research
IME - Service Innovation - 2010 BMAN62052
MIIRO Over to Barbara!