1:00pm

Welcome – Bill Hefley

1:15 - 2:30pm

Papers

Planning
1:15—1:30 Services Contract Price Benchmarking: Measuring Price Efficiency of Complex Services Contracts against the Market—Chet Mauk

Design and Innovation
1:30—1:45 Designing and Building Technology Enabled Service Systems: Challenges and a Solution Framework—Lilian Wu, Doug McDavid and Tim Kostyk

Education & Strategy
1:45—2:00 The MESG Master Program in Services Engineering and Management at the University of Porto—J. Falc_o e Cunha, Lia Patr_cio, Ana Camanho, Raul Vidal and Raymond Fisk

Innovation and Healthcare
2:00—2:15 Adaptating Design Methods to Transform Patient Care—Esther Ahn and Susan Dybbs

2:15—2:30 Applying Design Thinking to Innovation in Primary Care Services—Allan Tear

2:30 - 3:00pm

Break

3:00 - 5:00pm

Papers

Design and Innovation
3:00—3:30 Lessons from the field: Stretching innovation as far as possible and still get to market—Mark Jones

Panel Discussion
3:30—4:45 Setting the stage for service innovation—Mark Jones, Mark Davis, and Anatole Gershman

 4:45—5:00 Commentary—Shelley Evenson