ewoss - eindhoven 09/11/09 miir centre for service research knowledge intensive service firms,...
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EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Knowledge Intensive Service firms, sectors….systems
Ian Miles Professor of Technological Innovation & Social Change
Centre for Service Research & MIoIR
Manchester Business School
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Towards understanding KISS
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
DefinitionsService: “doing things” rather than “making things” – creating (largely) intangible products. Things that are of value (an economic or para-economic relationship [informal economies] is implied)Service Firm: firms whose main business is directly producing services Service Sector: NACE sections G to O:
G. Hotels and Restaurants (HORECA) H. Transport, Storage I. Financial Intermediation (FI... J. Real estate, Renting (…RE), Business Activities K. Wholesale & Retail Trade; Repair of Motor Vehicles, Motorcycles and
Personal & Household Goods L. Public Administration and Defence; Compulsory Social SecurityM. EducationN. Health and Social WorkO. Other Community, Social and Personal Service Activities
A service system is “a configuration of people, technologies, and other resources that interact with other service systems to create mutual value.” (SSMENet). Often firms and intra-firm activities involved.
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Firms and Sectors
Society (concept of eco-services, informal economy and self-services)
Formal Economy (in-house services, plus services delivered to others - sometimes sold -
by non-service firms)
Services Sectors (main activity concept of eco-services)
Knowledge-Intensive Services
Business-Related Services
Business Services
Knowledge-Intensive Business Services
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Firms and Sectors
Society
Formal Economy
Services Sectors
Knowledge-Intensive Services
Business-Related Services
Business Services
Knowledge-Intensive Business Services
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Some KISS?
Society
Formal Economy
Services Sectors
Knowledge-Intensive Services
Business-Related Services
Business Services
Knowledge-Intensive Business Services
May include as members of
system: consumers,
manufacturers, .KIS/KIBS,
other services.
What level of granularity? What role of
coproduction?
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
What do we mean by Knowledge-Intensive?
Variations across sectors, firms, occupations, (possibly activities and processes):Workforce
educational credentials implying “embodied” knowledge of different depths
Work activities reported experience implying on-the-job knowledge of different depths
Organisation knowledge management systems, knowledge-directed business processesUse of Information Technology
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Where is the knowledge?
Seth Fisher cartoon
To what extent:
•Are agents possessed of considerable knowledge?
•Are agents performing roles that require little knowledge to follow evolving knowledge-based instructions?
•Are agents performing routine and monotonous roles?
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Intensive, Extensive…“Knowledge-based economy” discussions – growing role of (some forms of)* knowledge production and use:
Knowledge-basedA,B,C,D
Knowledge-drivenA, B (?)
Knowledge-intensiveB, D (?)
Are these the right parameters?E.g. other classifications based on standardisation vs specialisation, etc.
* Mainly S&T knowledge, codified knowledge
Workforce knowledge:
Highly concentrated
Workforce knowledge:
Relatively distributed
High reliance on codified or embodied
tech. knowledge
High reliance on codified or embodied
soc. knowledge
Low reliance on codified or embodied
knowledge
A B
C D
E
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Sectoral Analysis
A quick look at basic data on technology use,
Then exploring workforce qualificational and other data
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research UK
data 2004
Sectoral data – Input-output tables: what do sectors purchase?
Processing large volumes of Information
Making or Working
with ThingsRequiring physical presence of People
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Sectoral Workforce skills (educational levels)
Agriculture
Manufacturing
HORECA
Trade Transport
Pub. Admin.
Other Sers.
FIRE
Education
Business Sers._ Health & Soc.
Sers.
HIGH SKILL
LOW SKILL
MEDIUM SKILL
Data on EU workforce, 2000
Knowledge-intensive services
Low-skill services
Medium-skill services
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
0%
10%
20%
30%
40%
50%
60%
70%
Low
Tech M
anufa
ctu
ring
Passenger
Tra
nsport
Fre
ight T
ransport
Mediu
m L
ow
Tech M
anufa
ctu
ring
Constr
uctio
n
Oth
er
Tra
nsport
Mediu
m H
igh T
ech M
anufa
ctu
ring
Extr
actio
n, U
tiliti
es, R
ecyclin
g
Whole
sale
Rentin
g a
nd L
easin
g
Hig
h T
ech M
anufa
ctu
ring
Bankin
g, In
sura
nce, P
ropert
y T
radin
g
Tele
com
s &
oth
er
IT s
erv
ices
Legal /
Accountin
g
Publis
h, T
rav/E
st A
g, M
kt R
es
Managerial /
Org
anis
atio
nal S
erv
s
Arc
hite
ctu
re &
Engin
eering
R&
D a
nd T
echnic
al T
estin
g
Com
pute
r S
erv
ices
Mean % Other Graduates
Mean % S&E Graduates
Graduates in Workforce:
Focus on Knowledge-Intensive (private) services -
KIBS
UK, CIS3 data
“technology-based KIBS”
"professional KIBS"
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Work Experience
across Sectors
European Working
Conditions Survey
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Knowledge Development and Use
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Knowledge-Intensive Business Service SectorsKIBS: within Business Service sectors: Most of NACE 72-74
This misses Education, Social services, several “Creative” industries, Finance, Telecomms…
NACE Classn Business Services Most important activities
71.1, 71.21-23, Leasing & renting Renting of transport, construction equipment, office machinery
72.1 - 6 Computer • Hardware consultancy • Software consultancy Data processing • Database activities
73.1, 73.2 R&D • Research and experimental development on natural sciences and engineering • …on social sciences and humanities
74.2, 74.3 Technical • Architectural activities • Engineering activities Technical testing and analysis
74.11- .12, 74.14
Professional • Legal activities • Accounting & tax consultancy Management consulting
74.13, 74.4 Marketing • Market research • Advertising
74.5 Labour recruitment Labour recruitment and provision of personnel
74.6, 74.7 Operational Security activities • Industrial cleaning
74.81-84 Other Secretarial and translation activities Packing activities • Fairs & exhibitions
NOT:
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Relative Scale of various BS in the UK, 2000
0 10 20 30 40 50 60 70 VALUE ADDED bn euros
Rapid growth, across
industrial world
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Sectors Occupations
ISCO Occupations matching KIBS activities:
1: legislators, senior officials and managers;
2: professionals (in 1 Physical, mathematical and engineering science; Life science and health; Teaching; and Others);
3: technicians and associate professionals (as in group 2),
[4: clericals]
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
ISCO Occupations and educational attainments, - shares of EU25 workforce, 2006
0% 2% 4% 6% 8% 10% 12% 14% 16% 18%
Armed forces
Legislators, senior officials and managers
Professionals
Technicians and associate professionals
Clerks
Service workers and shop and market sales workers
Skilled agricultural and fishery workers
Craft and related trades workers
Plant and machine operators and assemblers
Elementary occupations low
medium
high
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Three KISA Occupations
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, EU-25 2006
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Location of highly qualified workers
0% 2% 4% 6% 8% 10% 12%
Primary sector and utilities
Manufacturing
Construction
Distribution and transport
Business and other services
Non-marketed services
Armed forces
Legislators, senior officials and managers
Professionals
Technicians and associate professionals
Clerks
Service workers and shop and marketsales workers Skilled agricultural and fishery workers
Craft and related trades workers
Plant and machine operators andassemblers Elementary occupations
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
DISTRIBUTION OF THE PERSONNEL OF SOME EXPERT PROFESSIONS BETWEEN KIBS INDUSTRIES AND OTHER
INDUSTRIES IN FINLAND 1995
0 10,000 20,000 30,000 40,000 50,000 60,000 70,000
Architects & engineers
Technicians
Physicists, chemists, biologists etc.
Computing professionals
Industrial designers
Legal professionals
Accountants
Book-keepers
Marketing professionals
Advertising copywriters
Economic & social science professionals
Administrative professionals
Personnel & recruitment professionals
Training directors, training planners, trainers
in KIBS industries
in other industries
Source: Marja Toivonen
More detailed KISA
occupations – in KIBS and elsewhere
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Training in formal
education
Other training
From data in Employment in Europe 2008;
Normalised scores; averages for each cluster of occupations
Fourteen clusters of jobs
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Beyond basic qualifications
Scope for more sophisticated understanding/,measurement of knowledge and skillsE.g. O*Net classification and description of occupations, and characterisation in terms of levels of capability in various competence areas. (Davide Consoli currently studying)Again, Scope for looking at knowledge as expressed in activities…
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
-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 &
Features of
Work across Different
Occupational Groups, Europe
2005
KIS work
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Features 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
EWOSS - Eindhoven 09/11/09
MIIRCentre
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Training in formal
education
Other training
From data in Employment in Europe 2008;
Normalised scores; averages for each cluster of occupations
Shoe cleaners.. !!
Manufacturing labourers.Building
finishers and related trades workers
Agricultural and other mobile plant operators
Directors and chief executives
Health associate professionals
Fashion and other models !!
Animal producers & related workers
Cashiers, tellers & related clerks
Business services agents & trade brokers
Crop & animal producers
Administrative associate professionals
Artistic, entertainment & sports associate professionals
Architects, engineers & related professionals
Bold > 10%; small font <.1%
First job title in each occupational cluster
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Key Clusters 2, 3 and 4 (16.8%)
Health associate professionals (except nursing)
Health professionals (except nursing)
Legal professionals
Life science professionals
Nursing and midwifery associate professionals
Nursing and midwifery professionals
Physicists, chemists and related professionals
Preprimary education teaching associate professionals
Primary and preprimary education teaching professionals
Religious professionals
Secondary education teaching professionals
Special education teaching professionals
Architects, engineers and related professionals
Business professionals
College, university and higher education teaching professionals
Computing professionals
Social science and related professionals
Special education teaching associate professionals
Writers and creative or performing artists
Artistic, entertainment and sports associate professionals
Client information clerks
Other teaching professionals
Personal care and related workers
Social work associate professionals
23
4
5.7% of E 4.6% of E
5.5% of E
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
Key Clusters 5, 7 – and 8
Administrative associate professionals
Archivists, librarians and related information professionals
Library, mail and related clerks
Life science technicians and related associate professional
Material recording and transport clerks
Numerical clerks
Optical and electronic equipment operators
Other office clerks
Physical and engineering science technicians
Precision workers in metal and related materials
Protective services workers
Secretaries and keyboard operating clerks
Ship and aircraft controllers and technicians
Business services agents and trade brokers
Computer associate professionals Finance and sales associate
professionals Other teaching associate
professionals Religious associate professionals Travel attendants and related
workers
57
Cashiers, tellers and related clerks
Housekeeping and restaurant services workers
Other personal services workers
Shop, stall and market salespersons and demonstrators
Cashiers, tellers and related clerks
8
5.3% of E17.6% of E
16.5% of E
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
So K-I firms, sectors, occupations can be assessed in various ways
But how can this be used to identify and classify, to understand and explore different KISS?At micro-level: KISS involved with a KIBS or KIBS-like service. Interesting question: what sort of knowledge requirements for the client?At macro-level – scope for definitions related to presence of particular shares of KISA workers relative to: overall employment? final cost of service? technology investment?Research agendas at different levels for different service types
EWOSS - Eindhoven 09/11/09
MIIRCentre
for Service Research
End of Presentation