"The Transformation of Service Systems" is a presentation given by Richard C. Larson, Mitsui Professor of Engineering Systems, MIT Engineering Systems Division, Director, MIT Center for Engineering Systems Fundamentals at the MIT System Design and Management's 2010 Systems Thinking for Contemporary Challenges Conference on October 22, 2010. Please reference the following link for Richard Larson's presentation http://sdm.mit.edu/systems_thinking_conference_2010/presentations/larson.pdf