work skills occupations and innovation 2010 ser inn bman62052 4

Manchester Institute of Innovation Research

IME - Service Innovation - 2010 BMAN62052

MIIRO

Service Work – Skills, Professions, Occupations -

and Innovation

Barbara Jones & Ian Miles



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?



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



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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/



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Data from European Working

Conditions Survey 2005

Service Sector work – more liable to be dealing with customers

More than half – more than 2/3



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More from EWCS 2005

SOME Service Sector work is VERY IT-intensive – but not Hotels



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SOME Service Sector work is highly complex, some quite monotonous – but all sectors feature both types of work

Yet More from

EWCS 2005



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SOME Service Sector work involves scope to learn and be creative

Even More from

EWCS 2005



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Summary: Features of

Work across Different Sectors,

Europe 2005



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



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.



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



MIIROUK 2001– Communication

Skills,

0.00 0.50 1.00 1.50

Manufacturing

Construction

Wholesale & Retail


Transport & Storage

Finance



Education


Personal Services

HorizontalCommunication

ClientCommunication

High-levelCommunication -0.5 0.0 0.5



MIIRO UK 2001 – three skill sets

0.00 0.50 1.00

Manufacturing

Construction

Wholesale & Retail


Transport & Storage

Finance



Education


Personal Services

Planning

Checking

Problem-Solving

-0.5 0.0 0.5



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)



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



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.



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



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Service Workers – more IT,

less machinery

- EWCS



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



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






5: SERVICE WORKERS & SHOP & MARKET SALES

WORKERS

4: CLERKS

3: TECHNICIANS & ASSOCIATE

PROFESSIONALS

2: PROFESSIONALS




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






WORKERS

4: CLERKS


PROFESSIONALS

2: PROFESSIONALS




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






WORKERS

4: CLERKS


PROFESSIONALS

2: PROFESSIONALS




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






WORKERS

4: CLERKS


PROFESSIONALS

2: PROFESSIONALS




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-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


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



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.



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



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



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



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



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



MIIRO Over to Barbara!

work skills occupations and innovation 2010 ser inn bman62052 4

Business

uk survey report

senior officials

skilled agricultural

machine operators

service sector work

service workers

craft

shop