20-20-20 Meeting

This meeting utilized a panel of education and training experts to discuss education and the SMS.

The panel (Paula Angeleri, Steve Tremblay, Sandra Whittleston) was moderated by Cheslava Kark. The foundation for this panel was provided in a short history of the service industry and the ever-growing service economy. This panel provided context around the difference between education and training (100% agreed by the audience) and how academia and business need to be on the same page, in terms of skills, competencies, and a balance between education and practical skill development. There was agreement from all around the need to encourage universities, business, training organizations, to work together to and get the right information and skill development opportunities to the next generation of workers who will be supporting, managing and changing the service industry. During the conversations, interesting chat discussions were also held – that full chat file has been uploaded to the ISO document system. The outcome of this panel was for WG2 experts to continue to explore the topic and find a way to influence the educational opportunities around service management. This will become a discussion topic at the WG2 Plenary meeting. The panel has agreed to meet and brainstorm ideas prior to that discussion.

NOTE: WG2 performed a short survey around education and service management (thank you to the participants) and Sandra also included her own data. While not discussed directly (future discussion), the reports are in the April folder.