Development of a Curriculum for Service Systems Engineering Using a Delphi Technique
Sheryl Sorby, Leonard J. Bohmann, Thomas D. Drummer, James O. Frendewey, Kris G. Mattila, John W. Sutherland · 2005
The U.S. economy has gradually changed from one based in agriculture, to one focused on manufacturing, to one now that relies heavily on the service sector. The service sector, including governmental agencies, retail stores, the entertainment business, public utilities, and providers of similar services, now makes up more than 80% of the total U.S. economy. Engineering programs, which typically have their roots in the era of manufacturing, have a focus on the design and fabrication of “products” rather than the design and creation of service systems. While curricula such as engineering management and industrial engineering provide some support to service systems engineering, their legacies are tied to the manufacturing sector, and as a result, they are not optimized to support the service sector. With this in mind, a Delphi Study was performed to identify the features, characteristics, and topics relevant to a service systems engineering curriculum. This paper describes the planning, conduct, and results of the service systems engineering Delphi Study and how this information is being used to establish a new degree program.